North America Customer Care BPO Market to Reach US$ 11.12 Bn at CAGR of 4.5% in 2027 | The Insight Partners

North America 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: TIPRE00006294 | No. of Pages: 140 | Category: Technology, Media and Telecommunications | Status: Published

The North America Customer Care BPO market accounted for US$ 7.62 Bn in 2018 and is expected to grow at a CAGR of 4.5% over the forecast period 2018–2027, to account for US$ 11.12 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 customer care BPO market growth positively.

 

Over the years, customer care BPO services are providing cost-effective services to their customers. In order to offer enhanced services to its customer in the competitive market, vendors are implanting various technologies such as RPA (robotic process automation) and AI (artificial intelligence). The RPA has highly impacted the entire BPO service. RPA is a cost-efficient, high speed with enhanced efficiency in customer service. Along with call center services, vendors offer real-time analysis and insights based on customer data. Vendors have a huge opportunity to serve customers by implementing these new technologies along with the service portfolio.

 

Currently, the US is dominating the North America customer care BPO market, which in turn boost the demand for customer care BPO market in North America. The United States has positioned itself as an early adopter of technology. The US has the potential to deploy latest technologies sooner in industries’. Owing to the presence of various tech firms in the US, including SMEs and large enterprises, the country is evolving at an exponential rate. With the increasing power of the individuals residing in the US, their expectation towards quality service is rising. This factor would increase the scope of outsourcing services, which could help the BPO industry to grow its significance in the forthcoming period. The figure given below highlights the revenue share of Mexico in the North America customer care BPO market in the forecast period:

 

 

NORTH AMERICA CUSTOMER CARE BPO MARKET - SEGMENTATION

North America Customer care BPO Market by Solution

  • Onshore Outsourcing
  • Offshore Outsourcing
  • Nearshore Outsourcing

North America Customer care BPO Market by Industry Vertical

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

North America Customer care BPO Market by Country

  • US
  • Canada
  • Mexico

Companies Mentioned

  • Alorica Inc.
  • Arvato AG
  • Atento
  • Concentrix Corporation
  • Sitel Group
  • Sykes Enterprises, Incorporated
  • Teleperformance SE
  • Teletech Holdings
  • Webhelp Group
  • Worldwide Call Centers, Inc.

 

1.              Introduction

1.1       Scope of The Study

1.2       The Insight Partners Research Report Guidance

2.              Key Takeaways

3.              North America Customer Care BPO Market Landscape

3.1       Market Overview

3.2       Market Segmentation

3.2.1       North America Customer Care BPO Market – By Solution

3.2.2       North America Customer Care BPO Market – By End User

3.2.3       North America Customer Care BPO Market – By Country

3.3       PEST Analysis

3.3.1       North America – PEST Analysis

3.4       Ecosystem Analysis

3.5       Expert Opinion

4.              North America Customer Care BPO Market – Key Industry Dynamics

4.1       Key Market Drivers

4.1.1       Growing Focus of Enterprises Towards Enhanced Customer Satisfaction

4.1.2       Growing Demand for Reducing the Operational Costs

4.2       Key Market Restraints

4.2.1       Growing number of cyber-attacks and growing security concerns

4.2.2       High dependency on telecommunication sector

4.3       Key Market Opportunities

4.3.1       Adoption of new technologies for improved customer experience

4.4       Future Trends

4.4.1       Geographical concentration of delivery centres

4.5       Impact Analysis of Drivers and Restraints

5.              North America Customer Care BPO – Global Market Analysis

5.1       North America Customer Care BPO Market Overview

5.2       North America Customer Care BPO Market Forecast and Analysis

6.              North America Customer Care BPO Market Analysis –  By Solution

6.1       Overview

6.2       North America 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.              North America Customer Care BPO Market Analysis – By End-User

7.1       Overview

7.2       North America 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.              North America Customer Care BPO Market– Country Analysis

8.1       Overview

8.1.1       North America Customer Care BPO Market Breakdown, by Key Countries

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

8.1.1.1.1    U.S. Customer Care BPO Market Breakdown by Solution

8.1.1.1.2    U.S. Customer care BPO Market Breakdown by End-User

8.1.1.2    Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.1.2.1    Canada Customer Care BPO Market Breakdown by Solution

8.1.1.2.2    Canada Customer Care BPO Market Breakdown by End-User

8.1.1.3    Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.1.1.3.1    Mexico Customer Care BPO Market Breakdown by Solution

8.1.1.3.2    Mexico 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.           North America 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    Concentrix Corporation

10.4.1    Key Facts

10.4.2    Business Description

10.4.3    Products and Services

10.4.4    Financial Overview

10.4.5    SWOT Analysis

10.4.6    Key Developments

10.5    Sitel Group

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    Sykes Enterprises, Incorporated

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    Teletech Holdings

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    Teleperformance SA

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    Webhelp

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  Worldwide Call Centers, Inc.

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.            North America Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

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

Table 3.            North America Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (Us$ Mn)

Table 4.            North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Key Countries (Us$ Bn)

Table 5.            U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

Table 6.            U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)

Table 7.            Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

Table 8.            Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)

Table 9.            Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

Table 10.         Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)

Table 11.         Glossary of Term: Customer Care BPO Market

 


LIST OF FIGURES

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

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

Figure 3.          North America Customer Care BPO Market Segmentation

Figure 4.          North America Customer Care BPO Market Segmentation – By Region

Figure 5.          North America – PEST Analysis

Figure 6.          Ecosystem Analysis

Figure 7.          Expert Opinion

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

Figure 9.          North America Customer Care BPO Market Forecast and Analysis

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

Figure 11.       North America Customer Care BPO Market, By Onshore Outsourcing Market Revenue and Forecasts to 2027 (US$ Bn)

Figure 12.       North America Customer Care BPO Market, By Offshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)

Figure 13.       North America Customer Care BPO Market, By Nearshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)

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

Figure 15.       North America Customer Care BPO Market, By BFSI Market Revenue and Forecasts to 2027 (US$ Mn)

Figure 16.       North America Customer Care BPO Market, By IT & Telecommunication Revenue and Forecasts to 2027 (US$ Mn)

Figure 17.       North America Customer Care BPO Market, By Manufacturing, Retail & E-Commerce Revenue and Forecasts to 2027 (US$ Mn)

Figure 18.       North America Customer Care BPO Market, By Healthcare & Pharmaceutical Revenue and Forecasts to 2027 (US$ Mn)

Figure 19.       North America Customer Care BPO Market, By Transport & Logistics Market Revenue and Forecasts to 2027 (US$ Mn)

Figure 20.       North America Customer Care BPO Market, By Media & Communication Revenue and Forecasts to 2027 (US$ Mn)

Figure 21.       North America Customer Care BPO Market, By Automotive Revenue and Forecasts to 2027 (US$ Mn)

Figure 22.       North America Customer Care BPO Market, By Others Revenue and Forecasts to 2027 (US$ Mn)

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

Figure 24.       U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

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

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

The List of Companies

  1. Alorica Inc.
  2. Arvato AG
  3. Atento
  4. Concentrix Corporation
  5. Sitel Group
  6. Sykes Enterprises, Incorporated
  7. Teleperformance SE
  8. Teletech Holdings
  9. Webhelp Group
  10. Worldwide Call Centers, Inc.

 

  • Save and reduce time carrying out entry-level research by identifying the growth, size, leading players and segments in the North America 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 North America 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 North America 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.