Contact and Call Centre Outsourcing Market Forecast to 2027 - Covid-19 Impact and Global Analysis - by Type (Contact Center, Call Center); Outsourcing Type (On-shore, Off-shore, Near Shore); Industry Vertical (BFSI, IT and Telecom, Manufacturing, Transport and Logistics, Healthcare and Pharmaceutical, Others) and Geography

Report Code: TIPRE00006843 | No. of Pages: 150 | Category: Technology, Media and Telecommunications | Status: Upcoming

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MARKET INTRODUCTION

Contact and call centers are the central points from where the customer contacts are managed. Contact and call center outsourcing is the process of assigning the customer care service to other contact center outsourcing service providers. The increasing focus towards increasing the efficiency and reducing the cost are the significant factors that are expected to drive the growth of this market. The contact and call center outsourcing market is highly competitive due to the presence of some of the well-established global players as well as regional players.

MARKET DYNAMICS

Growing focus towards simplifying customer engagement, growing focus of the organization towards better customer engagement, and cost-cutting are the major factors that are expected to drive the growth of this market. The integration of new technologies for customer engagement, such as Artificial Intelligence and speech recognition are providing opportunities for the companies operating in the market to gain a strong customer base. The Asia-Pacific region is expected to grow at a high CAGR during the forecast period.

MARKET SCOPE

The "Global Contact and Call Center Outsourcing Market Analysis to 2027" is a specialized and in-depth study of the contact and call center outsourcing industry with a special focus on the global market trend analysis. The report aims to provide an overview of contact and call center outsourcing market with detailed market segmentation by type, outsourcing type, industry vertical and geography. The global contact and call center outsourcing market is expected to witness high growth during the forecast period. The report provides key statistics on the market status of the leading contact and call center outsourcing market players and offers key trends and opportunities in the contact and call center outsourcing market.

MARKET SEGMENTATION

The global contact and call center outsourcing market is segmented on the basis of type, outsourcing type, and industry vertical. Based on type, the market is segmented into contact center and call center. On the basis of outsourcing type the market is segmented as on-shore, off-shore, near Shore. On the basis of industry vertical the market is segmented as BFSI, it and telecom, manufacturing, transport and logistics, healthcare and pharmaceutical, and others.





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REGIONAL FRAMEWORK


The report provides a detailed overview of the industry including both qualitative and quantitative information. It provides overview and forecast of the global contact and call center outsourcing market based on various segments. It also provides market size and forecast estimates from year 2017 to 2027 with respect to five major regions, namely; North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America. The contact and call center outsourcing market by each region is later sub-segmented by respective countries and segments. The report covers analysis and forecast of 18 countries globally along with current trend and opportunities prevailing in the region.

The report analyzes factors affecting contact and call center outsourcing market from both demand and supply side and further evaluates market dynamics effecting the market during the forecast period i.e., drivers, restraints, opportunities, and future trend. The report also provides exhaustive PEST analysis for all five regions namely; North America, Europe, APAC, MEA and South America after evaluating political, economic, social and technological factors effecting the contact and call center outsourcing market in these regions.



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MARKET PLAYERS


The reports cover key developments in the contact and call center outsourcing market as organic and inorganic growth strategies. Various companies are focusing on organic growth strategies such as product launches, product approvals and others such as patents and events. Inorganic growth strategies activities witnessed in the market were acquisitions, and partnership & collaborations. These activities have paved way for expansion of business and customer base of market players. The market payers from contact and call center outsourcing market are anticipated to lucrative growth opportunities in the future with the rising demand for contact and call center outsourcing in the global market. Below mentioned is the list of few companies engaged in the contact and call center outsourcing market.

The report also includes the profiles of key contact and call center outsourcing companies along with their SWOT analysis and market strategies. In addition, the report focuses on leading industry players with information such as company profiles, components and services offered, financial information of last 3 years, key development in past five years.

  •  Alorica Inc
  •  Arvato
  •  Atento
  •  Comdata Group
  •  Datamark Inc
  •  Merchants SA (Pty) Ltd
  •  Sitel Group
  •  Sykes Enterprises, Incorporated
  •  Teleperformance
  •  Teletech Holdings
The Insight Partner's dedicated research and analysis team consist of experienced professionals with advanced statistical expertise and offer various customization options in the existing study.


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TABLE OF CONTENTS

1.   INTRODUCTION
1.1.   SCOPE OF THE STUDY
1.2.   THE INSIGHT PARTNERS RESEARCH REPORT GUIDANCE
1.3.   MARKET SEGMENTATION
1.3.1   Contact And Call Centre Outsourcing Market - By Type
1.3.2   Contact And Call Centre Outsourcing Market - By Outsourcing Type
1.3.3   Contact And Call Centre Outsourcing Market - By Industry Vertical
1.3.4   Contact And Call Centre Outsourcing Market - By Region
1.3.4.1   By Country

2.   KEY TAKEWAYS

3.   RESEARCH METHODOLOGY

4.   CONTACT AND CALL CENTRE OUTSOURCING MARKET LANDSCAPE
4.1.   OVERVIEW
4.2.   PEST ANALYSIS
4.2.1   North America - Pest Analysis
4.2.2   Europe - Pest Analysis
4.2.3   Asia-Pacific - Pest Analysis
4.2.4   Middle East and Africa - Pest Analysis
4.2.5   South and Central America - Pest Analysis
4.3.   ECOSYSTEM ANALYSIS
4.4.   EXPERT OPINIONS

5.   CONTACT AND CALL CENTRE OUTSOURCING MARKET - KEY MARKET DYNAMICS
5.1.   KEY MARKET DRIVERS
5.2.   KEY MARKET RESTRAINTS
5.3.   KEY MARKET OPPORTUNITIES
5.4.   FUTURE TRENDS
5.5.   IMPACT ANALYSIS OF DRIVERS, RESTRAINTS & EXPECTED INFLUENCE OF COVID-19 PANDEMIC

6.   CONTACT AND CALL CENTRE OUTSOURCING MARKET - GLOBAL MARKET ANALYSIS
6.1.   CONTACT AND CALL CENTRE OUTSOURCING - GLOBAL MARKET OVERVIEW
6.2.   CONTACT AND CALL CENTRE OUTSOURCING - GLOBAL MARKET AND FORECAST TO 2027
6.3.   MARKET POSITIONING/MARKET SHARE

7.   CONTACT AND CALL CENTRE OUTSOURCING MARKET - REVENUE AND FORECASTS TO 2027 - TYPE
7.1.   OVERVIEW
7.2.   TYPE MARKET FORECASTS AND ANALYSIS
7.3.   CONTACT CENTER
7.3.1.   Overview
7.3.2.   Contact Center Market Forecast and Analysis
7.4.   CALL CENTER
7.4.1.   Overview
7.4.2.   Call Center Market Forecast and Analysis

8.   CONTACT AND CALL CENTRE OUTSOURCING MARKET - REVENUE AND FORECASTS TO 2027 - OUTSOURCING TYPE

8.1.   OVERVIEW
8.2.   OUTSOURCING TYPE MARKET FORECASTS AND ANALYSIS
8.3.   ON-SHORE
8.3.1.   Overview
8.3.2.   On-shore Market Forecast and Analysis
8.4.   OFF-SHORE
8.4.1.   Overview
8.4.2.   Off-shore Market Forecast and Analysis
8.5.   NEAR SHORE
8.5.1.   Overview
8.5.2.   Near Shore Market Forecast and Analysis

9.   CONTACT AND CALL CENTRE OUTSOURCING MARKET - REVENUE AND FORECASTS TO 2027 - INDUSTRY VERTICAL

9.1.   OVERVIEW
9.2.   INDUSTRY VERTICAL MARKET FORECASTS AND ANALYSIS
9.3.   BFSI
9.3.1.   Overview
9.3.2.   BFSI Market Forecast and Analysis
9.4.   IT AND TELECOM
9.4.1.   Overview
9.4.2.   IT and Telecom Market Forecast and Analysis
9.5.   MANUFACTURING
9.5.1.   Overview
9.5.2.   Manufacturing Market Forecast and Analysis
9.6.   TRANSPORT AND LOGISTICS
9.6.1.   Overview
9.6.2.   Transport and Logistics Market Forecast and Analysis
9.7.   HEALTHCARE AND PHARMACEUTICAL
9.7.1.   Overview
9.7.2.   Healthcare and Pharmaceutical Market Forecast and Analysis
9.8.   OTHERS
9.8.1.   Overview
9.8.2.   Others Market Forecast and Analysis

10.   CONTACT AND CALL CENTRE OUTSOURCING MARKET REVENUE AND FORECASTS TO 2027 - GEOGRAPHICAL ANALYSIS
10.1.   NORTH AMERICA
10.1.1   North America Contact And Call Centre Outsourcing Market Overview
10.1.2   North America Contact And Call Centre Outsourcing Market Forecasts and Analysis
10.1.3   North America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Type
10.1.4   North America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Outsourcing Type
10.1.5   North America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Industry Vertical
10.1.6   North America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Countries
10.1.6.1   United States Contact And Call Centre Outsourcing Market
10.1.6.1.1   United States Contact And Call Centre Outsourcing Market by Type
10.1.6.1.2   United States Contact And Call Centre Outsourcing Market by Outsourcing Type
10.1.6.1.3   United States Contact And Call Centre Outsourcing Market by Industry Vertical
10.1.6.2   Canada Contact And Call Centre Outsourcing Market
10.1.6.2.1   Canada Contact And Call Centre Outsourcing Market by Type
10.1.6.2.2   Canada Contact And Call Centre Outsourcing Market by Outsourcing Type
10.1.6.2.3   Canada Contact And Call Centre Outsourcing Market by Industry Vertical
10.1.6.3   Mexico Contact And Call Centre Outsourcing Market
10.1.6.3.1   Mexico Contact And Call Centre Outsourcing Market by Type
10.1.6.3.2   Mexico Contact And Call Centre Outsourcing Market by Outsourcing Type
10.1.6.3.3   Mexico Contact And Call Centre Outsourcing Market by Industry Vertical
10.2.   EUROPE
10.2.1   Europe Contact And Call Centre Outsourcing Market Overview
10.2.2   Europe Contact And Call Centre Outsourcing Market Forecasts and Analysis
10.2.3   Europe Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Type
10.2.4   Europe Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Outsourcing Type
10.2.5   Europe Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Industry Vertical
10.2.6   Europe Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Countries
10.2.6.1   Germany Contact And Call Centre Outsourcing Market
10.2.6.1.1   Germany Contact And Call Centre Outsourcing Market by Type
10.2.6.1.2   Germany Contact And Call Centre Outsourcing Market by Outsourcing Type
10.2.6.1.3   Germany Contact And Call Centre Outsourcing Market by Industry Vertical
10.2.6.2   France Contact And Call Centre Outsourcing Market
10.2.6.2.1   France Contact And Call Centre Outsourcing Market by Type
10.2.6.2.2   France Contact And Call Centre Outsourcing Market by Outsourcing Type
10.2.6.2.3   France Contact And Call Centre Outsourcing Market by Industry Vertical
10.2.6.3   Italy Contact And Call Centre Outsourcing Market
10.2.6.3.1   Italy Contact And Call Centre Outsourcing Market by Type
10.2.6.3.2   Italy Contact And Call Centre Outsourcing Market by Outsourcing Type
10.2.6.3.3   Italy Contact And Call Centre Outsourcing Market by Industry Vertical
10.2.6.4   United Kingdom Contact And Call Centre Outsourcing Market
10.2.6.4.1   United Kingdom Contact And Call Centre Outsourcing Market by Type
10.2.6.4.2   United Kingdom Contact And Call Centre Outsourcing Market by Outsourcing Type
10.2.6.4.3   United Kingdom Contact And Call Centre Outsourcing Market by Industry Vertical
10.2.6.5   Russia Contact And Call Centre Outsourcing Market
10.2.6.5.1   Russia Contact And Call Centre Outsourcing Market by Type
10.2.6.5.2   Russia Contact And Call Centre Outsourcing Market by Outsourcing Type
10.2.6.5.3   Russia Contact And Call Centre Outsourcing Market by Industry Vertical
10.2.6.6   Rest of Europe Contact And Call Centre Outsourcing Market
10.2.6.6.1   Rest of Europe Contact And Call Centre Outsourcing Market by Type
10.2.6.6.2   Rest of Europe Contact And Call Centre Outsourcing Market by Outsourcing Type
10.2.6.6.3   Rest of Europe Contact And Call Centre Outsourcing Market by Industry Vertical
10.3.   ASIA-PACIFIC
10.3.1   Asia-Pacific Contact And Call Centre Outsourcing Market Overview
10.3.2   Asia-Pacific Contact And Call Centre Outsourcing Market Forecasts and Analysis
10.3.3   Asia-Pacific Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Type
10.3.4   Asia-Pacific Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Outsourcing Type
10.3.5   Asia-Pacific Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Industry Vertical
10.3.6   Asia-Pacific Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Countries
10.3.6.1   Australia Contact And Call Centre Outsourcing Market
10.3.6.1.1   Australia Contact And Call Centre Outsourcing Market by Type
10.3.6.1.2   Australia Contact And Call Centre Outsourcing Market by Outsourcing Type
10.3.6.1.3   Australia Contact And Call Centre Outsourcing Market by Industry Vertical
10.3.6.2   China Contact And Call Centre Outsourcing Market
10.3.6.2.1   China Contact And Call Centre Outsourcing Market by Type
10.3.6.2.2   China Contact And Call Centre Outsourcing Market by Outsourcing Type
10.3.6.2.3   China Contact And Call Centre Outsourcing Market by Industry Vertical
10.3.6.3   India Contact And Call Centre Outsourcing Market
10.3.6.3.1   India Contact And Call Centre Outsourcing Market by Type
10.3.6.3.2   India Contact And Call Centre Outsourcing Market by Outsourcing Type
10.3.6.3.3   India Contact And Call Centre Outsourcing Market by Industry Vertical
10.3.6.4   Japan Contact And Call Centre Outsourcing Market
10.3.6.4.1   Japan Contact And Call Centre Outsourcing Market by Type
10.3.6.4.2   Japan Contact And Call Centre Outsourcing Market by Outsourcing Type
10.3.6.4.3   Japan Contact And Call Centre Outsourcing Market by Industry Vertical
10.3.6.5   South Korea Contact And Call Centre Outsourcing Market
10.3.6.5.1   South Korea Contact And Call Centre Outsourcing Market by Type
10.3.6.5.2   South Korea Contact And Call Centre Outsourcing Market by Outsourcing Type
10.3.6.5.3   South Korea Contact And Call Centre Outsourcing Market by Industry Vertical
10.3.6.6   Rest of Asia-Pacific Contact And Call Centre Outsourcing Market
10.3.6.6.1   Rest of Asia-Pacific Contact And Call Centre Outsourcing Market by Type
10.3.6.6.2   Rest of Asia-Pacific Contact And Call Centre Outsourcing Market by Outsourcing Type
10.3.6.6.3   Rest of Asia-Pacific Contact And Call Centre Outsourcing Market by Industry Vertical
10.4.   MIDDLE EAST AND AFRICA
10.4.1   Middle East and Africa Contact And Call Centre Outsourcing Market Overview
10.4.2   Middle East and Africa Contact And Call Centre Outsourcing Market Forecasts and Analysis
10.4.3   Middle East and Africa Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Type
10.4.4   Middle East and Africa Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Outsourcing Type
10.4.5   Middle East and Africa Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Industry Vertical
10.4.6   Middle East and Africa Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Countries
10.4.6.1   South Africa Contact And Call Centre Outsourcing Market
10.4.6.1.1   South Africa Contact And Call Centre Outsourcing Market by Type
10.4.6.1.2   South Africa Contact And Call Centre Outsourcing Market by Outsourcing Type
10.4.6.1.3   South Africa Contact And Call Centre Outsourcing Market by Industry Vertical
10.4.6.2   Saudi Arabia Contact And Call Centre Outsourcing Market
10.4.6.2.1   Saudi Arabia Contact And Call Centre Outsourcing Market by Type
10.4.6.2.2   Saudi Arabia Contact And Call Centre Outsourcing Market by Outsourcing Type
10.4.6.2.3   Saudi Arabia Contact And Call Centre Outsourcing Market by Industry Vertical
10.4.6.3   U.A.E Contact And Call Centre Outsourcing Market
10.4.6.3.1   U.A.E Contact And Call Centre Outsourcing Market by Type
10.4.6.3.2   U.A.E Contact And Call Centre Outsourcing Market by Outsourcing Type
10.4.6.3.3   U.A.E Contact And Call Centre Outsourcing Market by Industry Vertical
10.4.6.4   Rest of Middle East and Africa Contact And Call Centre Outsourcing Market
10.4.6.4.1   Rest of Middle East and Africa Contact And Call Centre Outsourcing Market by Type
10.4.6.4.2   Rest of Middle East and Africa Contact And Call Centre Outsourcing Market by Outsourcing Type
10.4.6.4.3   Rest of Middle East and Africa Contact And Call Centre Outsourcing Market by Industry Vertical
10.5.   SOUTH AND CENTRAL AMERICA
10.5.1   South and Central America Contact And Call Centre Outsourcing Market Overview
10.5.2   South and Central America Contact And Call Centre Outsourcing Market Forecasts and Analysis
10.5.3   South and Central America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Type
10.5.4   South and Central America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Outsourcing Type
10.5.5   South and Central America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Industry Vertical
10.5.6   South and Central America Contact And Call Centre Outsourcing Market Forecasts and Analysis - By Countries
10.5.6.1   Brazil Contact And Call Centre Outsourcing Market
10.5.6.1.1   Brazil Contact And Call Centre Outsourcing Market by Type
10.5.6.1.2   Brazil Contact And Call Centre Outsourcing Market by Outsourcing Type
10.5.6.1.3   Brazil Contact And Call Centre Outsourcing Market by Industry Vertical
10.5.6.2   Argentina Contact And Call Centre Outsourcing Market
10.5.6.2.1   Argentina Contact And Call Centre Outsourcing Market by Type
10.5.6.2.2   Argentina Contact And Call Centre Outsourcing Market by Outsourcing Type
10.5.6.2.3   Argentina Contact And Call Centre Outsourcing Market by Industry Vertical
10.5.6.3   Rest of South and Central America Contact And Call Centre Outsourcing Market
10.5.6.3.1   Rest of South and Central America Contact And Call Centre Outsourcing Market by Type
10.5.6.3.2   Rest of South and Central America Contact And Call Centre Outsourcing Market by Outsourcing Type
10.5.6.3.3   Rest of South and Central America Contact And Call Centre Outsourcing Market by Industry Vertical

11.   INDUSTRY LANDSCAPE
11.1.   MERGERS AND ACQUISITIONS
11.2.   AGREEMENTS, COLLABORATIONS AND JOIN VENTURES
11.3.   NEW PRODUCT LAUNCHES
11.4.   EXPANSIONS AND OTHER STRATEGIC DEVELOPMENTS

12.   CONTACT AND CALL CENTRE OUTSOURCING MARKET, KEY COMPANY PROFILES
12.1.   ALORICA INC
12.1.1.   Key Facts
12.1.2.   Business Description
12.1.3.   Products and Services
12.1.4.   Financial Overview
12.1.5.   SWOT Analysis
12.1.6.   Key Developments
12.2.   ARVATO
12.2.1.   Key Facts
12.2.2.   Business Description
12.2.3.   Products and Services
12.2.4.   Financial Overview
12.2.5.   SWOT Analysis
12.2.6.   Key Developments
12.3.   ATENTO
12.3.1.   Key Facts
12.3.2.   Business Description
12.3.3.   Products and Services
12.3.4.   Financial Overview
12.3.5.   SWOT Analysis
12.3.6.   Key Developments
12.4.   COMDATA GROUP
12.4.1.   Key Facts
12.4.2.   Business Description
12.4.3.   Products and Services
12.4.4.   Financial Overview
12.4.5.   SWOT Analysis
12.4.6.   Key Developments
12.5.   DATAMARK INC
12.5.1.   Key Facts
12.5.2.   Business Description
12.5.3.   Products and Services
12.5.4.   Financial Overview
12.5.5.   SWOT Analysis
12.5.6.   Key Developments
12.6.   MERCHANTS SA (PTY) LTD
12.6.1.   Key Facts
12.6.2.   Business Description
12.6.3.   Products and Services
12.6.4.   Financial Overview
12.6.5.   SWOT Analysis
12.6.6.   Key Developments
12.7.   SITEL GROUP
12.7.1.   Key Facts
12.7.2.   Business Description
12.7.3.   Products and Services
12.7.4.   Financial Overview
12.7.5.   SWOT Analysis
12.7.6.   Key Developments
12.8.   SYKES ENTERPRISES, INCORPORATED
12.8.1.   Key Facts
12.8.2.   Business Description
12.8.3.   Products and Services
12.8.4.   Financial Overview
12.8.5.   SWOT Analysis
12.8.6.   Key Developments
12.9.   TELEPERFORMANCE
12.9.1.   Key Facts
12.9.2.   Business Description
12.9.3.   Products and Services
12.9.4.   Financial Overview
12.9.5.   SWOT Analysis
12.9.6.   Key Developments
12.10.   TELETECH HOLDINGS
12.10.1.   Key Facts
12.10.2.   Business Description
12.10.3.   Products and Services
12.10.4.   Financial Overview
12.10.5.   SWOT Analysis
12.10.6.   Key Developments

13.   APPENDIX
13.1.   ABOUT THE INSIGHT PARTNERS
13.2.   GLOSSARY OF TERMS
The List of Companies

1. Alorica Inc
2. Arvato
3. Atento
4. Comdata Group
5. DATAMARK INC
6. Merchants SA (Pty) LTD
7. Sitel Group
8. Sykes Enterprises, Incorporated
9. Teleperformance
10. Teletech Holdings
TIPRE00006843
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