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市場調查報告書

客服中心外包的全球市場:2019年∼2023年

Call Center Outsourcing Market by End-users and Geography - Global Forecast & Analysis 2019-2023

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 914200
出版日期 內容資訊 英文 149 Pages
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客服中心外包的全球市場:2019年∼2023年 Call Center Outsourcing Market by End-users and Geography - Global Forecast & Analysis 2019-2023
出版日期: 2019年10月10日內容資訊: 英文 149 Pages
簡介

全球客服中心外包市場在2019年∼2023年間,預測將以超越3%的年複合成長率成長。預計運用成本的削減,客服中心的RPA(機器人、工序自動化)的使用增加,設置客服中心的新興國家的成長等促進這個市場成長。

本報告提供全球客服中心外包市場調查,市場概要,各終端用戶、各地區的市場規模的變化與預測,市場成長要素及課題分析,競爭情形,主要企業的簡介等全面性資訊。

目錄

第1章 摘要整理

第2章 報告範圍

第3章 市場情形

  • 市場生態系統
  • 市場特徵
  • 市場區隔分析

第4章 市場規模

  • 市場定義
  • 市場規模
  • 市場規模及預測

第5章 波特的五力分析

  • 買方議價能力
  • 供給企業談判力
  • 新加入業者的威脅
  • 替代品的威脅
  • 競爭企業間的敵對關係
  • 市場情況

第6章 市場區隔:各終端用戶

  • 市場區隔:各終端用戶
  • 市場比較:各終端用戶
  • IT、通訊
  • 銀行、金融服務、保險
  • 醫療保健
  • 零售
  • 政府
  • 其他
  • 市場機會:各終端用戶

第7章 客戶形勢

第8章 地區形勢

  • 市場區隔:各地區
  • 市場比較:各地區
  • 北美
  • 歐洲
  • 亞太地區
  • 南美
  • 中東、非洲
  • 主要國家
  • 市場機會

第9章 決策架構

第10章 成長要素與課題

  • 市場成長要素
  • 市場課題

第11章 市場趨勢

  • 客服中心的分析解決方案的使用增加
  • 客服中心的雲端通訊的採用增加
  • 參與企業的策略性夥伴關係與收購

第12章 業者情勢

  • 概要
  • 景觀的混亂
  • 競爭方案

第13章 供應商分析

  • 交易廠商
  • 供應商分類
  • 供應商的市場定位
  • Atento SA
  • Bertelsmann SE & Co. KGaA
  • Concentrix Corp.
  • Hinduja Global Solutions Ltd.
  • Sitel Group
  • StarTek Inc.
  • Sykes Enterprises Inc.
  • Teleperformance SE
  • Transcom WorldWide AB
  • TTEC Holdings Inc.

第14章 附錄

  • 調查方法
  • 簡稱的清單
  • 供應商的市場定位定義

第15章 關於Technavio

目錄
Product Code: IRTNTR32175

About this market

Technavio's call center outsourcing market analysis considers sales from IT and telecom, BFSI, healthcare, retail, government, and other end-users. Our study also finds the sales of call center outsourcing in APAC, Europe, North America, South America, and MEA. In 2018, the IT and telecom segments had a significant market share, and this trend is expected to continue over the forecast period. Factors such as increasing technological advances and growth in data traffic will play a significant role in the IT and telecom segments to maintain its market position. Also, our global call center outsourcing market report looks at factors such as the focus on reducing operating costs, increasing use of RPA in call centers, and rise of emerging countries as call center destinations. However, growing security concerns, limitations of outsourcing call center operations, and low employee engagement and shut down of call centers may hamper the growth of the call center outsourcing industry over the forecast period.

Overview

Growing focus on reducing operating costs

It is crucial for organizations to maintain a good relationship with their customers and offer better customer support services to stay competitive and ensure revenue growth. Vendors in the market have started outsourcing call center services and operations to improve and ensure revenue growth. If an organization manages a call center facility in-house, it must invest in infrastructure, manage the workforce, and offer training to new employees, all of which can lead to 50%-70% additional costs. With outsourced services, organizations need not invest in resources or be concerned about managing limited available resources. This focus on reducing operating costs will lead to the expansion of the global call center outsourcing market at a CAGR of over 3% during the forecast period.

Increasing adoption of cloud communication in call centers

The adoption of cloud computing is rising globally, owing to the flexibility and cost benefits of cloud services. Cloud-based solutions help organizations save and reduce their overall capital expenditure (CAPEX). Organizations can subscribe to cloud services on a pay-as-you-go basis. As cloud solutions offer numerous benefits such as providing personalized services, routing liquifies effectively, and solving problems, call center organizations have started adopting cloud-based offerings. Cloud-based call centers are flexible as they can quickly adapt to the changing business needs and can be integrated with third-party applications through an application programming interface (API) framework. This development is expected to have a positive impact on the overall market growth.

For the detailed list of factors that will drive the global call center outsourcing market during the forecast period 2019-2023, view our report.

Competitive Landscape

With the presence of several major players, the global call center outsourcing market is moderately fragmented. 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 manufacturers, that include Atento S.A., Bertelsmann SE & Co. KGaA, Concentrix Corp., Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., Teleperformance SE, Transcom WorldWide AB, and TTEC Holdings Inc.

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 on all forthcoming growth opportunities.

TABLE OF CONTENTS

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

  • 2.1 Preface
  • 2.2 Preface
  • 2.3 Currency conversion rates for US$

PART 03: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 04: MARKET SIZING

  • Market definition
  • Market sizing 2018
  • Market size and forecast 2018-2023

PART 05: FIVE FORCES ANALYSIS

  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition

PART 06: MARKET SEGMENTATION BY END-USER

  • Market segmentation by end-user
  • Comparison by end-user
  • IT and telecom - Market size and forecast 2018-2023
  • BFSI - Market size and forecast 2018-2023
  • Healthcare - Market size and forecast 2018-2023
  • Retail - Market size and forecast 2018-2023
  • Government - Market size and forecast 2018-2023
  • Other end-users - Market size and forecast 2018-2023
  • Market opportunity by end-user

PART 07: CUSTOMER LANDSCAPE

PART 08: GEOGRAPHIC LANDSCAPE

  • Geographic segmentation
  • Geographic comparison
  • North America - Market size and forecast 2018-2023
  • Europe - Market size and forecast 2018-2023
  • APAC - Market size and forecast 2018-2023
  • South America - Market size and forecast 2018-2023
  • MEA - Market size and forecast 2018-2023
  • Key leading countries
  • Market opportunity

PART 09: DECISION FRAMEWORK

PART 10: DRIVERS AND CHALLENGES

  • Market drivers
  • Market challenges
  • PART 11: MARKET TRENDS
  • Increasing use of analytics solutions in call centers
  • Increasing adoption of cloud communication in call centers
  • Strategic partnerships and acquisitions among market participants

PART 12: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 13: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • Atento S.A.
  • Bertelsmann SE & Co. KGaA
  • Concentrix Corp.
  • Hinduja Global Solutions Ltd.
  • Sitel Group
  • StarTek Inc.
  • Sykes Enterprises Inc.
  • Teleperformance SE
  • Transcom WorldWide AB
  • TTEC Holdings Inc.

PART 14: APPENDIX

  • Research methodology
  • List of abbreviations
  • Definition of market positioning of vendors

PART 15: EXPLORE TECHNAVIO

LIST OF EXHIBITS:

  • Exhibit 01: Vendors: Key offerings
  • Exhibit 02: Global information technology (IT) services market
  • Exhibit 03: Segments of global information technology (IT) services market
  • Exhibit 04: Market characteristics
  • Exhibit 05: Market segments
  • Exhibit 06: Market definition - Inclusions and exclusions checklist
  • Exhibit 07: Market size 2018
  • Exhibit 08: Global market: Size and forecast 2018-2023 ($ billions)
  • Exhibit 09: Global market: Year-over-year growth 2019-2023 (%)
  • Exhibit 10: Five forces analysis 2018
  • Exhibit 11: Five forces analysis 2023
  • Exhibit 12: Bargaining power of buyers
  • Exhibit 13: Bargaining power of suppliers
  • Exhibit 14: Threat of new entrants
  • Exhibit 15: Threat of substitutes
  • Exhibit 16: Threat of rivalry
  • Exhibit 17: Market condition - Five forces 2018
  • Exhibit 18: End-user - Market share 2018-2023 (%)
  • Exhibit 19: Comparison by end-user
  • Exhibit 20: IT and telecom - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 21: IT and telecom - Year-over-year growth 2019-2023 (%)
  • Exhibit 22: BFSI - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 23: BFSI - Year-over-year growth 2019-2023 (%)
  • Exhibit 24: Healthcare - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 25: Healthcare - Year-over-year growth 2019-2023 (%)
  • Exhibit 26: Retail - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 27: Retail - Year-over-year growth 2019-2023 (%)
  • Exhibit 28: Government - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 29: Government - Year-over-year growth 2019-2023 (%)
  • Exhibit 30: Other end-users - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 31: Other end-users - Year-over-year growth 2019-2023 (%)
  • Exhibit 32: Market opportunity by end-user
  • Exhibit 33: Customer landscape
  • Exhibit 34: Market share by geography 2018-2023 (%)
  • Exhibit 35: Geographic comparison
  • Exhibit 36: North America - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 37: North America - Year-over-year growth 2019-2023 (%)
  • Exhibit 38: Europe - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 39: Europe - Year-over-year growth 2019-2023 (%)
  • Exhibit 40: APAC - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 41: APAC - Year-over-year growth 2019-2023 (%)
  • Exhibit 42: South America - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 43: South America - Year-over-year growth 2019-2023 (%)
  • Exhibit 44: MEA - Market size and forecast 2018-2023 ($ billions)
  • Exhibit 45: MEA - Year-over-year growth 2019-2023 (%)
  • Exhibit 46: Key leading countries
  • Exhibit 47: Market opportunity
  • Exhibit 48: Impact of drivers and challenges
  • Exhibit 49: Vendor landscape
  • Exhibit 50: Landscape disruption
  • Exhibit 51: Vendors covered
  • Exhibit 52: Vendor classification
  • Exhibit 53: Market positioning of vendors
  • Exhibit 54: Atento S.A. - Vendor overview
  • Exhibit 55: Atento S.A. - Organizational developments
  • Exhibit 56: Atento S.A. - Geographic focus
  • Exhibit 57: Atento S.A. - Key offerings
  • Exhibit 58: Bertelsmann SE & Co. KGaA - Vendor overview
  • Exhibit 59: Bertelsmann SE & Co. KGaA - product segments
  • Exhibit 60: Bertelsmann SE & Co. KGaA - Organizational developments
  • Exhibit 61: Bertelsmann SE & Co. KGaA - Geographic focus
  • Exhibit 62: Bertelsmann SE & Co. KGaA - Segment focus
  • Exhibit 63: Bertelsmann SE & Co. KGaA - Key offerings
  • Exhibit 64: Concentrix Corp. - Vendor overview
  • Exhibit 65: Concentrix Corp. - Business segments
  • Exhibit 66: Concentrix Corp. - Organizational developments
  • Exhibit 67: Concentrix Corp. - Geographic focus
  • Exhibit 68: Concentrix Corp. - Segment focus
  • Exhibit 69: Concentrix Corp. - Key offerings
  • Exhibit 70: Hinduja Global Solutions Ltd. - Vendor overview
  • Exhibit 71: Hinduja Global Solutions Ltd. - Organizational developments
  • Exhibit 72: Hinduja Global Solutions Ltd. - Geographic focus
  • Exhibit 73: Hinduja Global Solutions Ltd. - Key offerings
  • Exhibit 74: Sitel Group - Vendor overview
  • Exhibit 75: Sitel Group - Service segments
  • Exhibit 76: Sitel Group - Organizational developments
  • Exhibit 77: Sitel Group - Key offerings
  • Exhibit 78: StarTek Inc. - Vendor overview
  • Exhibit 79: StarTek Inc. - Organizational developments
  • Exhibit 80: StarTek Inc. - Geographic focus
  • Exhibit 81: StarTek Inc. - Key offerings
  • Exhibit 82: Sykes Enterprises Inc. - Vendor overview
  • Exhibit 83: Sykes Enterprises Inc. - Organizational developments
  • Exhibit 84: Sykes Enterprises Inc. - Geographic focus
  • Exhibit 85: Sykes Enterprises Inc. - Key offerings
  • Exhibit 86: Teleperformance SE - Vendor overview
  • Exhibit 87: Teleperformance SE - Business segments
  • Exhibit 88: Teleperformance SE - Organizational developments
  • Exhibit 89: Teleperformance SE - Segment focus
  • Exhibit 90: Teleperformance SE - Key offerings
  • Exhibit 91: Transcom WorldWide AB - Vendor overview
  • Exhibit 92: Transcom WorldWide AB - Business segments
  • Exhibit 93: Transcom WorldWide AB - Organizational developments
  • Exhibit 94: Transcom WorldWide AB - Segment focus
  • Exhibit 95: Transcom WorldWide AB - Key offerings
  • Exhibit 96: TTEC Holdings Inc. - Vendor overview
  • Exhibit 97: TTEC Holdings Inc. - Business segments
  • Exhibit 98: TTEC Holdings Inc. - Organizational developments
  • Exhibit 99: TTEC Holdings Inc. - Geographic focus
  • Exhibit 100: TTEC Holdings Inc. - Segment focus
  • Exhibit 101: TTEC Holdings Inc. - Key offerings
  • Exhibit 102: Validation techniques employed for market sizing
  • Exhibit 103: Definition of market positioning of vendors
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