Europe Customer Care BPO Market to Reach US$ 4.80 Bn at CAGR of 6.0% in 2027 | The Insight Partners

Europe Customer Care BPO Market to 2027 - Regional Analysis and Forecasts By Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing); End-User (BFSI, IT & Telecommunication, Manufacturing, Retail & E-Commerce, Healthcare & Pharmaceutical, Transport & Logistics, Media & Communication, and Automotive)

Publication Month: Jul 2019 | Report Code: TIPRE00006293 | No. of Pages: 141 | Category: Technology, Media and Telecommunications | Status: Published

The Europe Customer Care BPO market accounted for US$ 2.90 Bn in 2018 and is expected to grow at a CAGR of 6.0% over the forecast period 2018–2027, to account for US$ 4.80 Bn in 2027.

 

The cost advantage offered by customer care BPO is one of the key reasons, which impacts the demand for customer care BPO services. It significantly reduces the cost of the organization by providing support and services to the customers. The customer care BPO enables the work to be done at very low cost and in an efficient way. There is a wide gap between the wage pattern of eastern and western countries. The wage rate is comparatively very low in developing countries of Asia-Pacific such as India and China when compared to western countries such as the U.S. and U.K. The wage difference varies up to 60%. Moreover, the company does not have to make investments in infrastructure. Customer care BPO also enables to save cost on recruitment and training. With the increasing need for cost-cutting to run the business significantly, companies are opting for customer care BPO and are impacting the market growth positively.

 

The customer care BPO delivery centers are geographically concentrated. Most of the business operates from countries such as India, Brazil, the U.S. Philippines, and others. Few of the leading countries in the BPO market India, China, Malaysia, Brazil, Indonesia, Thailand, and others. These countries are highly flourished and are booming in terms of opportunities. The trend of shifting business from these countries to other developing countries is expected to be witnessed during the forecast period. Countries such as Poland, Romania, Russia, Costa Rica are having high opportunities for BPO. Vendors may shift or expand their delivery locations to these countries during the forecast period.

 

Currently, U.K is dominating the Europe customer care BPO market, which in turn boost the demand for customer care BPO market in Europe. The UK is the largest outsourcing market after America. The new enclosure movement by corporate business and private sector is growing in the UK. This movement is transforming the entire scenario of the British state. The new enclosure movement has weakened the public sector and eliminates it from democratic accountability and control. Due to which, now the mass population is shifting towards the private sector for providing customer care services, which plays a significant role in generating revenues for the outsourcing business. The figure given below highlights the revenue share of Rest of Europe in the Europe customer care BPO market in the forecast period:

 

 

 

EUROPE CUSTOMER CARE BPO MARKET - SEGMENTATION

Europe Customer care BPO Market by Solution

  • Onshore Outsourcing
  • Offshore Outsourcing
  • Nearshore Outsourcing

Europe Customer care BPO Market by Industry Vertical

  • BFSI
  • IT & Telecommunication
  • Manufacturing, Retail & E-Commerce
  • Healthcare & Pharmaceutical
  • Transport & Logistics
  • Media & Communication
  • Automotive
  • Others

Europe Customer care BPO Market by Country

  • France
  • Germany
  • Italy
  • Russia
  • UK
  • Rest of Europe

Companies Mentioned

  • Alorica Inc
  • Arvato AG
  • Atento
  • Comdata
  • Concentrix Corporation
  • Sitel Group
  • Sykes Enterprises, Incorporated
  • Teleperformance SE
  • Teletech Holdings
  • Webhelp Group

 

1.              Introduction

1.1       Scope of The Study

1.2       The Insight Partners Research Report Guidance

2.              Key Takeaways

3.              Europe Customer Care BPO Market Landscape

3.1       Market Overview

3.2       Market Segmentation

3.2.1       Europe Customer Care BPO Market – By Solution

3.2.2       Europe Customer Care BPO Market – By End User

3.2.3       Europe Customer Care BPO Market – By Geography

3.3       PEST Analysis

3.3.1       Europe – PEST Analysis

3.4       Ecosystem Analysis

3.5       Expert Opinion

4.              Europe Customer Care BPO Market – Key Industry Dynamics

4.1       Key Market Drivers

4.1.1       Growing Focus Towards Enhanced Customer Satisfaction

4.1.2       Increasing Demand for Reducing Operational Cost and Improving the Efficiency

4.2       Key Market Restraints

4.2.1       Increasing Number of Cyber-Attacks and Loss of Client’s Sensitive Data

4.2.2       High Dependency on Telecommunication Sector

4.3       Key Market Opportunities

4.3.1       Advancements in Technologies to Improve the Customer Experience

4.4       Future Trends

4.4.1       Geographical Concentration of Delivery Centres

4.5       Impact Analysis of Drivers and Restraints

5.              Europe Customer Care BPO –Market Analysis

5.1       Europe Customer Care BPO Market Overview

5.2       Europe Customer Care BPO Market Forecast and Analysis

6.              Europe Customer Care BPO Market Analysis –  By Solution

6.1       Overview

6.2       Europe Customer Care BPO Market Breakdown, By Solution, 2018 & 2027

6.3       Onshore Outsourcing

6.3.1       Overview

6.3.2       Onshore Outsourcing Market Forecasts and Analysis

6.4       offshore Outsourcing

6.4.1       Overview

6.4.2       offshore Outsourcing Market Forecasts and Analysis

6.5       Nearshore Outsourcing

6.5.1       Overview

6.5.2       Nearshore Outsourcing Market Forecasts and Analysis

7.              Europe Customer Care BPO Market Analysis – By End-User

7.1       Overview

7.2       Europe Customer Care BPO Market Breakdown, By End-User, 2018 & 2027

7.3       BFSI

7.3.1       Overview

7.3.2       BFSI Market Forecasts and Analysis

7.4       IT & Telecommunication

7.4.1       Overview

7.4.2       IT & Telecommunication Market Forecasts and Analysis

7.5       Manufacturing, Retail & E-Commerce

7.5.1       Overview

7.5.2       Manufacturing, Retail & E-Commerce Market Forecasts and Analysis

7.6       Healthcare & Pharmaceutical

7.6.1       Overview

7.6.2       Healthcare & Pharmaceutical Market Forecasts and Analysis

7.7       Transport & Logistics

7.7.1       Overview

7.7.2       Transport & Logistics Market Forecasts and Analysis

7.8       Media & Communication

7.8.1       Overview

7.8.2       Media & Communication Market Forecasts and Analysis

7.9       Automotive

7.9.1       Overview

7.9.2       Automotive Market Forecasts and Analysis

7.10    Others

7.10.1    Overview

7.10.2    Others Market Forecasts and Analysis

8.              Europe Customer Care BPO Market– Country Analysis

8.1       Overview

8.1.1       Europe Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

8.1.2       Europe Customer care BPO Market Breakdown, by Key Countries

8.1.2.1    France Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.2.1.1    France Customer Care BPO Market Breakdown by Solution

8.1.2.1.2    France Customer Care BPO Market Breakdown by End-User

8.1.2.2    Germany Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.2.2.1    Germany Customer Care BPO Market Breakdown by Solution

8.1.2.2.2    Germany Customer Care BPO Market Breakdown by End-User

8.1.2.3    Italy Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.2.3.1    Italy Customer Care BPO Market Breakdown by Solution

8.1.2.3.2    Italy Customer Care BPO Market Breakdown by End-User

8.1.2.4    U.K. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.2.4.1    UK Customer Care BPO Market Breakdown by Solution

8.1.2.4.2    U.K Customer Care BPO Market Breakdown by End-User

8.1.2.5    Russia Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.2.5.1    Russia Customer Care BPO Market Breakdown by Solution

8.1.2.5.2    Russia Customer Care BPO Market Breakdown by End-User

8.1.2.6    Rest of Europe Customer care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.2.6.1    Rest of Europe Customer Care BPO Market Breakdown by Solution

8.1.2.6.2    Rest of Europe Customer Care BPO Market Breakdown by End-User

9.              Customer Care BPO Market - Industry Landscape

9.1       Market Initiative

9.2       Merger And Acquisition

10.           Customer Care BPO Market – Company Profile

10.1    Alorica Inc.

10.1.1    Key Facts

10.1.2    Business Description

10.1.3    Products and Services

10.1.4    SWOT Analysis

10.1.5    Key Developments

10.2    Arvato AG

10.2.1    Key Facts

10.2.2    Business Description

10.2.3    Products and Services

10.2.4    Financial Overview

10.2.5    SWOT Analysis

10.2.6    Key Developments

10.3    Atento S.A.

10.3.1    Key Facts

10.3.2    Business Description

10.3.3    Products and Services

10.3.4    Financial Overview

10.3.5    SWOT Analysis

10.3.6    Key Developments

10.4    Comdata Group

10.4.1    Key Facts

10.4.2    Business Description

10.4.3    Products and Services

10.4.4    SWOT Analysis

10.4.5    Key Developments

10.5    Concentrix Corporation

10.5.1    Key Facts

10.5.2    Business Description

10.5.3    Products and Services

10.5.4    Financial Overview

10.5.5    SWOT Analysis

10.5.6    Key Developments

10.6    Sitel Group

10.6.1    Key Facts

10.6.2    Business Description

10.6.3    Products and Services

10.6.4    Financial Overview

10.6.5    SWOT Analysis

10.6.6    Key Developments

10.7    Sykes Enterprises, Incorporated

10.7.1    Key Facts

10.7.2    Business Description

10.7.3    Products and Services

10.7.4    Financial Overview

10.7.5    SWOT Analysis

10.7.6    Key Developments

10.8    Teletech Holdings

10.8.1    Key Facts

10.8.2    Business Description

10.8.3    Products and Services

10.8.4    Financial Overview

10.8.5    SWOT Analysis

10.8.6    Key Developments

10.9    Teleperformance SE

10.9.1    Key Facts

10.9.2    Business Description

10.9.3    Products and Services

10.9.4    Financial Overview

10.9.5    SWOT Analysis

10.9.6    Key Developments

10.10  Webhelp

10.10.1 Key Facts

10.10.2 Business Description

10.10.3 Products and Services

10.10.4 Financial Overview

10.10.5 SWOT Analysis

10.10.6 Key Developments

11.           Appendix

11.1    About The Insight Partners

11.2    Glossary of Terms

11.3    Methodology

11.3.1    Coverage

11.3.2    Secondary Research

11.3.3    Primary Research


LIST OF TABLES

Table 1.            Europe Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

Table 2.            Europe Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (Us$ Bn)

Table 3.            Europe Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Mn)

Table 4.            France Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)

Table 5.            France Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)

Table 6.            Germany Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)

Table 7.            Germany Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)

Table 8.            Italy Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)

Table 9.            Italy Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)

Table 10.         UK Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)

Table 11.         U.K Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)

Table 12.         Russia Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)

Table 13.         Russia Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)

Table 14.         Rest of Europe Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)

Table 15.         Rest of Europe Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)

Table 16.         Glossary of Term: Eruope Customer Care BPO Market

 

LIST OF FIGURES

Figure 1.          U.K Customer Care BPO Market, By Revenue, 2018 - 2027, US$ Bn

Figure 2.          Europe Customer Care BPO Market – By End User, 2018 & 2027, (%)

Figure 3.          Europe Customer Care BPO Market Segmentation

Figure 4.          Europe Customer Care BPO Market Segmentation – By Country

Figure 5.          Europe – PEST Analysis

Figure 6.          Ecosystem Analysis

Figure 7.          Expert Opinion

Figure 8.          Europe Customer Care BPO Market Impact Analysis of Driver and Restraints

Figure 9.          Europe Customer Care BPO Market Forecast and Analysis

Figure 10.       Europe Customer Care BPO Market Breakdown, By Solution, 2018 & 2027 (%)

Figure 11.       Europe Onshore Outsourcing Market Revenue and Forecasts to 2027 (US$ Bn)

Figure 12.       Europe offshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)

Figure 13.       Europe Nearshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)

Figure 14.       Europe Customer Care BPO Market Breakdown, By End-User, 2018 & 2027 (%)

Figure 15.       Europe BFSI Market Revenue and Forecasts to 2027 (US$ Mn)

Figure 16.       Europe IT & Telecommunication Revenue and Forecasts to 2027 (US$ Mn)

Figure 17.       Europe Manufacturing, Retail & E-Commerce Revenue and Forecasts to 2027 (US$ Mn)

Figure 18.       Europe Healthcare & Pharmaceutical Revenue and Forecasts to 2027 (US$ Mn)

Figure 19.       Europe Transport & Logistics Market Revenue and Forecasts to 2027 (US$ Mn)

Figure 20.       Europe Media & Communication Revenue and Forecasts to 2027 (US$ Mn)

Figure 21.       Europe Automotive Revenue and Forecasts to 2027 (US$ Mn)

Figure 22.       Europe Others Revenue and Forecasts to 2027 (US$ Mn)

Figure 23.       Europe Customer Care BPO Market Breakdown by Key Countries, 2018 & 2027(%)

Figure 24.       France Customer Care BPO Market Revenue and Forecasts To 2027 (US$ Bn)

Figure 25.       Germany Customer Care BPO Market Revenue and Forecasts To 2027 (US$ Bn)

Figure 26.       Italy Customer Care BPO Market Revenue and Forecasts To 2027 (US$ Bn)

Figure 27.       U.K. Customer Care BPO Market Revenue and Forecasts To 2027 (US$ Bn)

Figure 28.       Russia Customer Care BPO Market Revenue and Forecasts To 2027 (US$ Bn)

Figure 29.       Rest of Europe Customer Care BPO Market Revenue and Forecasts To 2027 (US$ Bn)

 

 

The List of Companies

  1. Alorica Inc.
  2. Arvato AG
  3. Atento
  4. Comdata
  5. Concentrix Corporation
  6. Sitel Group
  7. Sykes Enterprises, Incorporated
  8. Teleperformance SE
  9. Teletech Holdings
  10. Webhelp Group
  • Save and reduce time carrying out entry-level research by identifying the growth, size, leading players and segments in the Europe customer care BPO market.

  • Highlights key business priorities in order to assist companies to realign their business strategies.

  • The key findings and recommendations highlight crucial progressive industry trends in the Europe customer care BPO market, thereby allowing players across the value chain to develop effective long-term strategies.

  • Develop/modify business expansion plans by using substantial growth offering developed and emerging markets.

  • Scrutinize in-depth Europe market trends and outlook coupled with the factors driving the market, as well as those hindering it.

  • Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing and distribution.