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市場調查報告書

客服中心外包的全球市場:2021年∼2025年

Global Call Center Outsourcing Market 2021-2025

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 1015730
出版日期 內容資訊 英文 120 Pages
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客服中心外包的全球市場:2021年∼2025年 Global Call Center Outsourcing Market 2021-2025
出版日期: 2021年05月12日內容資訊: 英文 120 Pages
簡介

全球客服中心外包的市場規模在2021年∼2025年間,預測將成長到140億5000萬美元,在預測期間中預計將以3%的年複合成長率增長。

該市場成長的主要因素有在客服中心的RPA的使用增加,新興市場呼叫中心作為聯絡點的興起,以及引起關注的削減運用成本。

本報告涵括客服中心外包的全球市場的整體分析,提供市場規模與預測,趨勢,成長要素,課題,及約25供應商的分析。

目錄

  • 摘要整理
    • 市場概要
  • 市場形勢
    • 市場生態系統
    • 價值鏈分析
  • 市場規模
    • 市場定義
    • 市場區隔分析
    • 2020年的市場規模
    • 市場預測:從2020年∼2025年的預測
  • 波特的五力分析
    • 五力彙整
    • 買方議價能力
    • 供給企業談判力
    • 新加入廠商業者的威脅
    • 替代品的威脅
    • 競爭的威脅
    • 市場情況
  • 市場區隔:各終端用戶
    • 市場區隔
    • 各終端用戶比較
    • IT·電信:市場規模與預測(2020年∼2025年)
    • BFSI:市場規模與預測(2020年∼2025年)
    • 醫療:市場規模與預測(2020年∼2025年)
    • 零售:市場規模與預測(2020年∼2025年)
    • 其他:市場規模與預測(2020年∼2025年)
    • 各終端用戶市場機會
  • 客戶形勢
  • 各地區形勢
    • 各地區市場區隔
    • 各地區比較
    • 北美:市場規模與預測(2020年∼2025年)
    • 歐洲:市場規模與預測(2020年∼2025年)
    • 亞太地區:市場規模與預測(2020年∼2025年)
    • 南美:市場規模與預測(2020年∼2025年)
    • 中東·非洲:市場規模與預測(2020年∼2025年)
    • 主要國家
    • 各地區的市場機會
    • 市場推動因素
    • 市場課題
    • 市場趨勢
  • 業者情勢
    • 概要
    • 業者情勢
    • 創造性破壞狀況
  • 供應商分析
    • 交易廠商
    • 供應商的市場定位
    • Atento SA
    • Bertelsmann SE and Co. KGaA
    • Hinduja Global Solutions Ltd.
    • Sitel Group
    • StarTek Inc.
    • Sykes Enterprises Inc.
    • SYNNEX Corp.
    • Tata Consultancy Services Ltd.
    • Teleperformance SE
    • Transcom Holding AB
  • 附錄
    • 調查範圍
    • US$的匯率
    • 調查手法
    • 簡稱的清單
目錄
Product Code: IRTNTR44456

Technavio has been monitoring the call center outsourcing market and it is poised to grow by USD 14.05 billion during 2021-2025, progressing at a CAGR of over 3% during the forecast period. Our report on the call center outsourcing market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current global market scenario, latest trends and drivers, and the overall market environment. The market is driven by the increasing use of RPA in call centers, rise of emerging countries as call center destinations, and focus on reducing operating costs. In addition, the increasing use of RPA in call centers is anticipated to boost the growth of the market as well.

The call center outsourcing market analysis includes the end-user segment and geographic landscape.

Technavio's call center outsourcing market is segmented as below:

By End-user

  • IT and telecom
  • BFSI
  • Healthcare
  • Retail
  • Others

By Geographical Landscape

  • North America
  • Europe
  • APAC
  • South America
  • MEA

This study identifies the increasing use of analytics solutions in call centers as one of the prime reasons driving the call center outsourcing market growth during the next few years. Also, the increasing adoption of cloud communication in call centers and an increase in M&A and strategic alliances among vendors will lead to sizable demand in the market.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters. Our report on call center outsourcing market covers the following areas:

  • Call center outsourcing market sizing
  • Call center outsourcing market forecast
  • Call center outsourcing market industry analysis

Technavio's robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center outsourcing market vendors that include Atento SA, Bertelsmann SE and Co. KGaA, Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., SYNNEX Corp., Tata Consultancy Services Ltd., Teleperformance SE, and Transcom Holding AB. Also, the call center outsourcing market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. Technavio's market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast the accurate market growth.

Table of Contents

  • Executive Summary
    • Market overview
  • Market Landscape
    • Market ecosystem
    • Value chain analysis
  • Market Sizing
    • Market definition
    • Market segment analysis
    • Market size 2020
    • Market outlook: Forecast for 2020 - 2025
  • Five Forces Analysis
    • Five forces summary
    • Bargaining power of buyers
    • Bargaining power of suppliers
    • Threat of new entrants
    • Threat of substitutes
    • Threat of rivalry
    • Market condition
  • Market Segmentation by End-user
    • Market segments
    • Comparison by End-user
    • IT and telecom - Market size and forecast 2020-2025
    • BFSI - Market size and forecast 2020-2025
    • Healthcare - Market size and forecast 2020-2025
    • Retail - Market size and forecast 2020-2025
    • Others - Market size and forecast 2020-2025
    • Market opportunity by End-user
  • Customer landscape
  • Geographic Landscape
    • Geographic segmentation
    • Geographic comparison
    • North America - Market size and forecast 2020-2025
    • Europe - Market size and forecast 2020-2025
    • APAC - Market size and forecast 2020-2025
    • South America - Market size and forecast 2020-2025
    • MEA - Market size and forecast 2020-2025
    • Key leading countries
    • Market opportunity By Geographical Landscape
    • Market drivers
    • Market challenges
    • Market trends
  • Vendor Landscape
    • Overview
    • Vendor landscape
    • Landscape disruption
  • Vendor Analysis
    • Vendors covered
    • Market positioning of vendors
    • Atento SA
    • Bertelsmann SE and Co. KGaA
    • Hinduja Global Solutions Ltd.
    • Sitel Group
    • StarTek Inc.
    • Sykes Enterprises Inc.
    • SYNNEX Corp.
    • Tata Consultancy Services Ltd.
    • Teleperformance SE
    • Transcom Holding AB
  • Appendix
    • Scope of the report
    • Currency conversion rates for US$
    • Research methodology
    • List of abbreviations

Exhibits

  • 1: Key Finding 1
  • 2: Key Finding 2
  • 3: Key Finding 3
  • 4: Key Finding 5
  • 5: Key Finding 6
  • 6: Key Finding 7
  • 7: Key Finding 8
  • 8: Parent market
  • 9: Market characteristics
  • 10: Offerings of vendors included in the market definition
  • 11: Market segments
  • 12: Global - Market size and forecast 2020 - 2025 ($ million)
  • 13: Global market: Year-over-year growth 2020 - 2025 (%)
  • 14: Five forces analysis 2020 & 2025
  • 15: Bargaining power of buyers
  • 16: Bargaining power of suppliers
  • 17: Threat of new entrants
  • 18: Threat of substitutes
  • 19: Threat of rivalry
  • 20: Market condition - Five forces 2020
  • 21: End user - Market share 2020-2025 (%)
  • 22: Comparison by End user
  • 23: IT and telecom - Market size and forecast 2020-2025 ($ million)
  • 24: IT and telecom - Year-over-year growth 2020-2025 (%)
  • 25: BFSI - Market size and forecast 2020-2025 ($ million)
  • 26: BFSI - Year-over-year growth 2020-2025 (%)
  • 27: Healthcare - Market size and forecast 2020-2025 ($ million)
  • 28: Healthcare - Year-over-year growth 2020-2025 (%)
  • 29: Retail - Market size and forecast 2020-2025 ($ million)
  • 30: Retail - Year-over-year growth 2020-2025 (%)
  • 31: Others - Market size and forecast 2020-2025 ($ million)
  • 32: Others - Year-over-year growth 2020-2025 (%)
  • 33: Market opportunity by End user
  • 34: Customer landscape
  • 35: Market share By Geographical Landscape 2020-2025 (%)
  • 36: Geographic comparison
  • 37: North America - Market size and forecast 2020-2025 ($ million)
  • 38: North America - Year-over-year growth 2020-2025 (%)
  • 39: Europe - Market size and forecast 2020-2025 ($ million)
  • 40: Europe - Year-over-year growth 2020-2025 (%)
  • 41: APAC - Market size and forecast 2020-2025 ($ million)
  • 42: APAC - Year-over-year growth 2020-2025 (%)
  • 43: South America - Market size and forecast 2020-2025 ($ million)
  • 44: South America - Year-over-year growth 2020-2025 (%)
  • 45: MEA - Market size and forecast 2020-2025 ($ million)
  • 46: MEA - Year-over-year growth 2020-2025 (%)
  • 47: Key leading countries
  • 48: Market opportunity By Geographical Landscape ($ million)
  • 49: Impact of drivers and challenges
  • 50: Vendor landscape
  • 51: Landscape disruption
  • 52: Industry risks
  • 53: Vendors covered
  • 54: Market positioning of vendors
  • 55: Atento SA - Overview
  • 56: Atento SA - Business segments
  • 57: Atento SA - Key offerings
  • 58: Atento SA - Key customers
  • 59: Atento SA - Segment focus
  • 60: Bertelsmann SE and Co. KGaA - Overview
  • 61: Bertelsmann SE and Co. KGaA - Business segments
  • 62: Bertelsmann SE and Co. KGaA - Key offerings
  • 63: Bertelsmann SE and Co. KGaA - Key customers
  • 64: Bertelsmann SE and Co. KGaA - Segment focus
  • 65: Hinduja Global Solutions Ltd. - Overview
  • 66: Hinduja Global Solutions Ltd. - Business segments
  • 67: Hinduja Global Solutions Ltd. - Key offerings
  • 68: Hinduja Global Solutions Ltd. - Key customers
  • 69: Hinduja Global Solutions Ltd. - Segment focus
  • 70: Sitel Group - Overview
  • 71: Sitel Group - Product and service
  • 72: Sitel Group - Key offerings
  • 73: Sitel Group - Key customers
  • 74: Sitel Group - Segment focus
  • 75: StarTek Inc. - Overview
  • 76: StarTek Inc. - Business segments
  • 77: StarTek Inc. - Key offerings
  • 78: StarTek Inc. - Key customers
  • 79: StarTek Inc. - Segment focus
  • 80: Sykes Enterprises Inc. - Overview
  • 81: Sykes Enterprises Inc. - Business segments
  • 82: Sykes Enterprises Inc. - Key offerings
  • 83: Sykes Enterprises Inc. - Key customers
  • 84: Sykes Enterprises Inc. - Segment focus
  • 85: SYNNEX Corp. - Overview
  • 86: SYNNEX Corp. - Business segments
  • 87: SYNNEX Corp. - Key offerings
  • 88: SYNNEX Corp. - Key customers
  • 89: SYNNEX Corp. - Segment focus
  • 90: Tata Consultancy Services Ltd. - Overview
  • 91: Tata Consultancy Services Ltd. - Business segments
  • 92: Tata Consultancy Services Ltd. - Key offerings
  • 93: Tata Consultancy Services Ltd. - Key customers
  • 94: Tata Consultancy Services Ltd. - Segment focus
  • 95: Teleperformance SE - Overview
  • 96: Teleperformance SE - Business segments
  • 97: Teleperformance SE - Key offerings
  • 98: Teleperformance SE - Key customers
  • 99: Teleperformance SE - Segment focus
  • 100: Transcom Holding AB - Overview
  • 101: Transcom Holding AB - Business segments
  • 102: Transcom Holding AB - Key offerings
  • 103: Transcom Holding AB - Key customers
  • 104: Transcom Holding AB - Segment focus
  • 105: Currency conversion rates for US$
  • 106: Research Methodology
  • 107: Validation techniques employed for market sizing
  • 108: Information sources
  • 109: List of abbreviations