[Research Report] The customer care BPO market is projected to grow from US$ 22,598.82 million in 2022 to US$ 34,570.73 million by 2028; it is estimated to record a CAGR of 7.5% from 2023 to 2028.
Customer care outsourcing utilizes third-party services to manage customer interaction in pre-buying, buying, and post-buying stages. The customer care BPO service caters to customer queries through various channels, such as website, email or messaging, phone, live online chat, social media, and text or messages. These multi-channel solutions aid outsourcing companies in delivering services efficiently. Further, the emergence of the work-from-home (WFH) trend in various industries, such as IT & Telecom and BFSI, is facilitating the customer care BPO market growth. In July 2020, Comdata, a key market player that provides customer management solutions, developed a new advanced work-at-home delivery model in customer management BPO. This delivery model focuses on employees and businesses that will guide clients' consumer interaction through improved integration of data security, operation management, and business continuity.
The customer care BPO market in North America is segmented into Canada, the US, and Mexico. The US accounted for the largest share of the customer care BPO market in North America. The US is one of the world's most developed countries, with several multi-billion dollars businesses such as Microsoft Corporation, Apple Inc, Proctor & Gamble, and General Motors. The presence of such varied large companies has led to rising demand for customer service representatives to support the various requirements of customers. As per the US Bureau of Labor Statistics, more than 2,890,000 people were employed as customer service representatives in the US in 2021. Also, the country is technologically advanced and known for adopting advanced technologies at an early phase. Due to the presence of various tech firms in the US, including small and medium enterprises (SMEs) and large enterprises, the country is evolving exponentially. Increasing adoption of the Internet of Things (IoT) and rising application of artificial intelligence (AI) have been promoting the growth of various technology-related firms in the country. It has opened doors to various technical support services, offering growth opportunities for call center BPO market growth.
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Customer Care BPO Market: Strategic Insights
Market Size Value in US$ 22,598.82 million in 2022 Market Size Value by US$ 34,570.73 million by 2028 Growth rate CAGR of 7.5% from 2023 to 2028 Forecast Period 2023-2028 Base Year 2022
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Customer Care BPO Market: Strategic Insights
| Market Size Value in | US$ 22,598.82 million in 2022 |
| Market Size Value by | US$ 34,570.73 million by 2028 |
| Growth rate | CAGR of 7.5% from 2023 to 2028 |
| Forecast Period | 2023-2028 |
| Base Year | 2022 |
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Impact of COVID-19 Pandemic on European Customer Care BPO Market
The COVID-19 outbreak positively influenced the customer care BPO market. The COVID-19 pandemic severely impacted European countries, including Italy, Spain, France, and Germany, with Italy being the most affected. The imposition of lockdowns to curb the spread of the virus resulted in the shutdown of several industries, such as manufacturing, BFSI, automotive, and construction. These industries adopted digitization to cope with the new normal scenarios of the COVID-19 pandemic. According to the speech by Andrea Enria, Chair of the Supervisory Board of the ECB, at the Spanish Banking Association Conference, the pandemic accelerated digitization in the banking sector. In February 2023, ebankIT, an omnichannel banking software company based in Europe, announced a partnership with Gila, a provider of Digital Customer Service (DCS). With this partnership, ebankIT will offer Glia's DCS solution for digital-first customer service as part of its digital banking platform. Furthermore, after the Q3 of 2020, Europe witnessed rising investments in the customer care BPO market. In June 2022, Onepilot, a Paris-based platform enabling e-merchants to outsource customer care, raised ∼US$ 15.77 (EUR 15) million in a series A funding round. With this investment, the company aims to expand its operations outside the UK and France. Thus, growing investments and digitization fueled the customer care BPO market growth in Europe during the pandemic.
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Market Insights – Customer Care BPO Market
Emergence of Technologies such as Artificial Intelligence and Cloud Computing to Drive Customer Care BPO Market Growth in Coming Years
Technological evolution, digital transformation, and the COVID-19 pandemic have led to increased integration of AI into customer care BPO services. The integration allows service providers to improve real-time communications with customers. AI has changed the way brands connect with customers, making it easier to create personalized experiences and nurture long-term relationships. Moreover, AI and cloud computing also bridge the gap between the high-volume, high-velocity data being generated and the ability to use these data to engage customers in real time. The integration of customer care services with AI helps BPO firms provide 24/7 support, along with resolving simple issues and personalizing their services. In sales businesses, it helps personalize and scale the sales process. AI-based speech recognition, virtual assistants, and interactive voice responses have substantially decreased the customer waiting time before reaching a customer care executive. In addition, furthering the role of AI-powered omnichannel routing allows for seamless switching between multiple channels, such as chats and voice calls, with executives always being ready to address customer queries or complaints. Smart BPOs integrated with AI help businesses optimize and automate their services, thereby making business processes less expensive, environmentally friendly, and more efficient. Thus, Emergence of technologies such as artificial intelligence and cloud computing to drive customer care BPO market growth in coming years.
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End User-Based Customer Care BPO Market Insights
Based on end user, the global customer care BPO market has been segmented into IT and telecommunication, BFSI, retail and e-commerce, manufacturing, transport and logistics, healthcare and pharmaceutical, media and communication, automotive, and others. In 2022, the IT and telecommunication segment dominated the customer care BPO market. Customer care BPO helps the telecommunications industry to improve customer engagement. The rising competition in this industry is leading to an increase in the cost of customer acquisition. Hence, several telecommunication organizations cannot afford in-house customer care services, which is leading to the rise in outsourcing of these services. Similarly, with advancements in the IT field, the demand for efficient customer care services to maintain good customer relationships is rising. The key IT players are offering various software that help in effectively tracking customers' emails and requests, sending automated responses for acknowledging customer queries, and keeping all customer information in one place. These benefits boost the adoption of customer service software in customer care BPO companies.
Market players operating in the customer care BPO market mainly adopt inorganic growth strategies to stay competitive in the customer care BPO market ecosystem.
- In May 2022, Concentrix announced the acquisition of the b2b digital sales and customer success solution company ServiceSource. Concentrix will continue offering its CX services to the acquired company to a new customer base.
- In October 2022, Telus International announced an agreement to acquire WillowTree, a full-service digital product provider focused on end-user experiences such as native mobile applications and unified web interfaces.
Market players profiled in the customer care BPO market report are:
- Alorica In
- Telus International Cda Inc
- Simply Contact International
- Comdata SpA
- Concentrix Corp
- Foundever Operating Corp
- Front Logix Solutions LLC
- TTEC Holdings Inc
- Teleperformance SE
- Webhelp Inc
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
Solution, and End User
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
Argentina, Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Russia, Saudi Arabia, South Africa, South Korea, United Arab Emirates, United Kingdom, United States
Frequently Asked Questions
APAC is anticipated to grow with the highest CAGR over the forecast period.
The key players holding majority shares in the customer care BPO market include Alorica, Inc., TTEC, Teleperformance, Concentrix Corporation, and TELUS International
The countries anticipated to grow with the highest CAGR are US, Germany, and China.
The emergence of technologies such as AI and cloud computing is bringing new trends in the customer care BPO market.
Rising focus of organizations on ensuring greater customer satisfaction and huge cost benefits conferred by customer care BPO are the major driving factors impacting the customer care BPO market.
The US held the largest market share in 2022.
The customer care BPO market was estimated to be USD 22598.82 million in 2022 and is expected to grow at a CAGR of 7.5% from 2023 to 2028.
1. Introduction
1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
1.3.1 Customer Care BPO Market – By Solution
1.3.2 Customer Care BPO Market – By End User
1.3.3 Customer Care BPO Market- By Region
2. Key Takeaways
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. Customer Care BPO Market Landscape
4.1 Market Overview
4.2 PEST Analysis
4.2.1 North America
4.2.2 Europe
4.2.3 APAC
4.2.4 MEA
4.2.5 SAM
4.3 Ecosystem Analysis
4.4 Expert Opinion
5. Customer Care BPO Market – Key Market Dynamics
5.1 Market Drivers
5.1.1 Rising Focus of Organizations on Ensuring Greater Customer Satisfaction
5.1.2 Huge Cost Benefits Conferred by Outsourcing Customer Care Services
5.2 Restraint
5.2.1 Concerns Regarding Data Security and Privacy
5.2.2 Overdependence on External Service Providers
5.3 Opportunity
5.3.1 Progressive IT and Telecommunications Sector
5.4 Future Trend
5.4.1 Emergence of Technologies such as Artificial Intelligence and Cloud Computing
5.5 Impact Analysis of Drivers and Restraints
6. Customer Care BPO Market – Global Analysis
6.1 Global Customer Care BPO Market Overview
6.2 Customer Care BPO Market – Revenue and Forecast to 2028 (US$ Million)
6.3 Market Positioning – Five Key Players
7. Customer Care BPO Market Analysis – By Solution
7.1 Overview
7.2 Customer Care BPO Market, By Solution (2022 and 2028)
7.3 Nearshore Outsourcing
7.3.1 Overview
7.3.2 Nearshore Outsourcing: Customer Care BPO Market – Revenue, and Forecast to 2028 (US$ Million)
7.4 Onshore Outsourcing
7.4.1 Overview
7.4.2 Onshore Outsourcing: Customer Care BPO Market – Revenue, and Forecast to 2028 (US$ Million)
7.5 Offshore Outsourcing
7.5.1 Overview
7.5.2 Offshore Outsourcing: Customer Care BPO Market – Revenue, and Forecast to 2028 (US$ Million)
8. Customer Care BPO Market Analysis – By End User
8.1 Overview
8.2 Customer Care BPO Market, By End User (2022 and 2028)
8.3 IT and Telecommunication
8.3.1 Overview
8.3.2 IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.4 BFSI
8.4.1 Overview
8.4.2 BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.5 Retail and E-Commerce
8.5.1 Overview
8.5.2 Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.6 Manufacturing
8.6.1 Overview
8.6.2 Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.7 Transport and Logistics
8.7.1 Overview
8.7.2 Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.8 Healthcare and Pharmaceutical
8.8.1 Overview
8.8.2 Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.9 Media and Communication
8.9.1 Overview
8.9.2 Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.10 Automotive
8.10.1 Overview
8.10.2 Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.11 Others
8.11.1 Overview
8.11.2 Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
9. Customer Care BPO Market – Geographic Analysis
9.1 Overview
9.2 North America: Customer Care BPO Market
9.2.1 Overview
9.2.2 North America Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
9.2.3 North America Customer Care BPO Market Breakdown, By Solution
9.2.4 North America Customer Care BPO Market Breakdown, By End User
9.2.5 North America Customer Care BPO Market Breakdown, by Country
9.2.5.1 US Customer Care BPO Market, Revenue and Forecast to 2028
9.2.5.1.1 US Customer Care BPO Market Breakdown, By Solution
9.2.5.1.2 US Customer Care BPO Market Breakdown, By End User
9.2.5.2 Canada Customer Care BPO Market, Revenue and Forecast to 2028
9.2.5.2.1 Canada Customer Care BPO Market Breakdown, By Solution
9.2.5.2.2 Canada Customer Care BPO Market Breakdown, By End User
9.2.5.3 Mexico Customer Care BPO Market, Revenue and Forecast to 2028
9.2.5.3.1 Mexico Customer Care BPO Market Breakdown, By Solution
9.2.5.3.2 Mexico Customer Care BPO Market Breakdown, By End User
9.3 Europe: Customer Care BPO Market
9.3.1 Overview
9.3.2 Europe Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
9.3.3 Europe Customer Care BPO Market Breakdown, By Solution
9.3.4 Europe Customer Care BPO Market Breakdown, By End User
9.3.5 Europe Customer Care BPO Market Breakdown, by Country
9.3.5.1 Germany Customer Care BPO Market, Revenue and Forecast to 2028
9.3.5.1.1 Germany Customer Care BPO Market Breakdown, By Solution
9.3.5.1.2 Germany Customer Care BPO Market Breakdown, By End User
9.3.5.2 UK Customer Care BPO Market, Revenue and Forecast to 2028
9.3.5.2.1 UK Customer Care BPO Market Breakdown, By Solution
9.3.5.2.2 UK Customer Care BPO Market Breakdown, By End User
9.3.5.3 France Customer Care BPO Market, Revenue and Forecast to 2028
9.3.5.3.1 France Customer Care BPO Market Breakdown, By Solution
9.3.5.3.2 France Customer Care BPO Market Breakdown, By End User
9.3.5.4 Italy Customer Care BPO Market, Revenue and Forecast to 2028
9.3.5.4.1 Italy Customer Care BPO Market Breakdown, By Solution
9.3.5.4.2 Italy Customer Care BPO Market Breakdown, By End User
9.3.5.5 Russia Customer Care BPO Market, Revenue and Forecast to 2028
9.3.5.5.1 Russia Customer Care BPO Market Breakdown, By Solution
9.3.5.5.2 Russia Customer Care BPO Market Breakdown, By End User
9.3.5.6 Rest of Europe Customer Care BPO Market, Revenue and Forecast to 2028
9.3.5.6.1 Rest of Europe Customer Care BPO Market Breakdown, By Solution
9.3.5.6.2 Rest of Europe Customer Care BPO Market Breakdown, By End User
9.4 Asia Pacific: Customer Care BPO Market
9.4.1 Overview
9.4.2 Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
9.4.3 Asia Pacific Customer Care BPO Market Breakdown, By Solution
9.4.4 Asia Pacific Customer Care BPO Market Breakdown, By End User
9.4.5 Asia Pacific Customer Care BPO Market Breakdown, by Country
9.4.5.1 China Customer Care BPO Market, Revenue and Forecast to 2028
9.4.5.1.1 China Customer Care BPO Market Breakdown, By Solution
9.4.5.1.2 China Customer Care BPO Market Breakdown, By End User
9.4.5.2 Japan Customer Care BPO Market, Revenue and Forecast to 2028
9.4.5.2.1 Japan Customer Care BPO Market Breakdown, By Solution
9.4.5.2.2 Japan Customer Care BPO Market Breakdown, By End User
9.4.5.3 South Korea Customer Care BPO Market, Revenue and Forecast to 2028
9.4.5.3.1 South Korea Customer Care BPO Market Breakdown, By Solution
9.4.5.3.2 South Korea Customer Care BPO Market Breakdown, By End User
9.4.5.4 India Customer Care BPO Market, Revenue and Forecast to 2028
9.4.5.4.1 India Customer Care BPO Market Breakdown, By Solution
9.4.5.4.2 India Customer Care BPO Market Breakdown, By End User
9.4.5.5 Australia Customer Care BPO Market, Revenue and Forecast to 2028
9.4.5.5.1 Australia Customer Care BPO Market Breakdown, By Solution
9.4.5.5.2 Australia Customer Care BPO Market Breakdown, By End User
9.4.5.6 Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028
9.4.5.6.1 Rest of Asia Pacific Customer Care BPO Market Breakdown, By Solution
9.4.5.6.2 Rest of Asia Pacific Customer Care BPO Market Breakdown, By End User
9.5 Middle East & Africa: Customer Care BPO Market
9.5.1 Overview
9.5.2 Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
9.5.3 Middle East & Africa Customer Care BPO Market Breakdown, By Solution
9.5.4 Middle East & Africa Customer Care BPO Market Breakdown, By End User
9.5.5 Middle East & Africa Customer Care BPO Market Breakdown, by Country
9.5.5.1 Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028
9.5.5.1.1 Saudi Arabia Customer Care BPO Market Breakdown, By Solution
9.5.5.1.2 Saudi Arabia Customer Care BPO Market Breakdown, By End User
9.5.5.2 UAE Customer Care BPO Market, Revenue and Forecast to 2028
9.5.5.2.1 UAE Customer Care BPO Market Breakdown, By Solution
9.5.5.2.2 UAE Customer Care BPO Market Breakdown, By End User
9.5.5.3 South Africa Customer Care BPO Market, Revenue and Forecast to 2028
9.5.5.3.1 South Africa Customer Care BPO Market Breakdown, By Solution
9.5.5.3.2 South Africa Customer Care BPO Market Breakdown, By End User
9.5.5.4 Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028
9.5.5.4.1 Rest of Middle East & Africa Customer Care BPO Market Breakdown, By Solution
9.5.5.4.2 Rest of Middle East & Africa Customer Care BPO Market Breakdown, By End User
9.6 South America: Customer Care BPO Market
9.6.1 Overview
9.6.2 South America Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
9.6.3 South America Customer Care BPO Market Breakdown, By Solution
9.6.4 South America Customer Care BPO Market Breakdown, By End User
9.6.5 South America Customer Care BPO Market Breakdown, by Country
9.6.5.1 Brazil Customer Care BPO Market, Revenue and Forecast to 2028
9.6.5.1.1 Brazil Customer Care BPO Market Breakdown, By Solution
9.6.5.1.2 Brazil Customer Care BPO Market Breakdown, By End User
9.6.5.2 Argentina Customer Care BPO Market, Revenue and Forecast to 2028
9.6.5.2.1 Argentina Customer Care BPO Market Breakdown, By Solution
9.6.5.2.2 Argentina Customer Care BPO Market Breakdown, By End User
9.6.5.3 Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028
9.6.5.3.1 Rest of SAM Customer Care BPO Market Breakdown, By Solution
9.6.5.3.2 Rest of SAM Customer Care BPO Market Breakdown, By End User
10. Impact of COVID-19 Pandemic on Global Customer Care BPO Market
10.1 Overview
10.2 North America: Impact Assessment of Covid-19 Pandemic
10.3 Europe: Impact Assessment of Covid-19 Pandemic
10.4 Asia Pacific: Impact Assessment of Covid-19 Pandemic
10.5 Middle East & Africa: Impact Assessment of Covid-19 Pandemic
10.6 South America: Impact Assessment of Covid-19 Pandemic
11. Industry Landscape
11.1 Overview
11.2 Market Initiative
11.3 Merger and Acquisition
12. Company Profiles
12.1 Comdata SpA
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 Concentrix Corp
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 Telus International Cda Inc
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 Simply Contact International
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 Foundever Operating Corp
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 Front Logix Solutions LLC
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 TTEC Holdings Inc
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 Teleperformance SE
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 Webhelp Inc
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 Alorica Inc
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 Word Index
LIST OF TABLES
Table 1. Customer Care BPO Market – Revenue and Forecast to 2028 (US$ Million)
Table 2. North America Customer Care BPO Market, Revenue and Forecast To 2028 – By Solution (US$ Million)
Table 3. North America Customer Care BPO Market, Revenue and Forecast To 2028 – By End User (US$ Million)
Table 4. North America Customer Care BPO Market, Revenue and Forecast To 2028 – By Country (US$ Million)
Table 5. US Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 6. US Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 7. Canada Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 8. Canada Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 9. Mexico Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 10. Mexico Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 11. Europe Customer Care BPO Market, Revenue and Forecast To 2028 – By Solution (US$ Million)
Table 12. Europe Customer Care BPO Market, Revenue and Forecast To 2028 – By End User (US$ Million)
Table 13. Europe Customer Care BPO Market, Revenue and Forecast To 2028 – By Country (US$ Million)
Table 14. Germany Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 15. Germany Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 16. UK Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 17. UK Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 18. France Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 19. France Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 20. Italy Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 21. Italy Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 22. Russia Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 23. Russia Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 24. Rest of Europe Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 25. Rest of Europe Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 26. Asia Pacific Customer Care BPO Market, Revenue and Forecast To 2028 – By Solution (US$ Million)
Table 27. Asia Pacific Customer Care BPO Market, Revenue and Forecast To 2028 – By End User (US$ Million)
Table 28. Asia Pacific Customer Care BPO Market, Revenue and Forecast To 2028 – By Country (US$ Million)
Table 29. China Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 30. China Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 31. Japan Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 32. Japan Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 33. South Korea Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 34. South Korea Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 35. India Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 36. India Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 37. Australia Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 38. Australia Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 39. Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 40. Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 41. Middle East & Africa Customer Care BPO Market, Revenue and Forecast To 2028 – By Solution (US$ Million)
Table 42. Middle East & Africa Customer Care BPO Market, Revenue and Forecast To 2028 – By End User (US$ Million)
Table 43. Middle East & Africa Customer Care BPO Market, Revenue and Forecast To 2028 – By Country (US$ Million)
Table 44. Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 45. Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 46. UAE Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 47. UAE Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 48. South Africa Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 49. South Africa Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 50. Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 51. Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 52. South America Customer Care BPO Market, Revenue and Forecast To 2028 – By Solution (US$ Million)
Table 53. South America Customer Care BPO Market, Revenue and Forecast To 2028 – By End User (US$ Million)
Table 54. South America Customer Care BPO Market, Revenue and Forecast To 2028 – By Country (US$ Million)
Table 55. Brazil Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 56. Brazil Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 57. Argentina Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 58. Argentina Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 59. Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 60. Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028 – By End User (US$ Million)
Table 61. List of Abbreviation
LIST OF FIGURES
Figure 1. Customer Care BPO Market Segmentation
Figure 2. Customer Care BPO Market Segmentation – By Geography
Figure 3. Global Customer Care BPO Market Overview
Figure 4. Nearshore Outsourcing Segment held the Largest Share of Customer Care BPO Market
Figure 5. IT and Telecommunication Segment held the Largest Share of Customer Care BPO Market
Figure 6. North America to Show Great Traction During Forecast Period
Figure 7. North America: PEST Analysis
Figure 8. Europe: PEST Analysis
Figure 9. APAC: PEST Analysis
Figure 10. MEA: PEST Analysis
Figure 11. SAM: PEST Analysis
Figure 12. Expert Opinion
Figure 13. Customer Care BPO Market Impact Analysis of Drivers and Restraints
Figure 14. Geographic Overview of Customer Care BPO Market
Figure 15. Customer Care BPO Market – Revenue and Forecast to 2028 (US$ Million)
Figure 16. Customer Care BPO Market Revenue Share, By Solution (2022 and 2028)
Figure 17. Nearshore Outsourcing: Customer Care BPO Market – Revenue, and Forecast to 2028 (US$ Million)
Figure 18. Onshore Outsourcing: Customer Care BPO Market – Revenue, and Forecast to 2028 (US$ Million)
Figure 19. Offshore Outsourcing: Customer Care BPO Market – Revenue, and Forecast to 2028 (US$ Million)
Figure 20. Customer Care BPO Market Revenue Share, By End User (2022 and 2028)
Figure 21. IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 22. BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 23. Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 24. Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 25. Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 26. Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 27. Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 28. Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 29. Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 30. Global Customer Care BPO Market Breakdown, by Region, 2022 & 2028 (%)
Figure 31. North America Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 32. North America Customer Care BPO Market Breakdown, By Solution, 2022 & 2028 (%)
Figure 33. North America Customer Care BPO Market Breakdown, By End User, 2022 & 2028 (%)
Figure 34. North America Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
Figure 35. US Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 36. Canada Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 37. Mexico Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 38. Europe Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 39. Europe Customer Care BPO Market Breakdown, By Solution, 2022 & 2028 (%)
Figure 40. Europe Customer Care BPO Market Breakdown, By End User, 2022 & 2028 (%)
Figure 41. Europe Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
Figure 42. Germany Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 43. UK Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 44. France Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 45. Italy Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 46. Russia Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 47. Rest of Europe Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 48. Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 49. Asia Pacific Customer Care BPO Market Breakdown, By Solution, 2022 & 2028 (%)
Figure 50. Asia Pacific Customer Care BPO Market Breakdown, By End User, 2022 & 2028 (%)
Figure 51. Asia Pacific Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
Figure 52. China Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 53. Japan Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 54. South Korea Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 55. India Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 56. Australia Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 57. Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 58. Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 59. Middle East & Africa Customer Care BPO Market Breakdown, By Solution, 2022 & 2028 (%)
Figure 60. Middle East & Africa Customer Care BPO Market Breakdown, By End User, 2022 & 2028 (%)
Figure 61. Middle East & Africa Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
Figure 62. Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 63. UAE Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 64. South Africa Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 65. Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 66. South America Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 67. South America Customer Care BPO Market Breakdown, By Solution, 2022 & 2028 (%)
Figure 68. South America Customer Care BPO Market Breakdown, By End User, 2022 & 2028 (%)
Figure 69. South America Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
Figure 70. Brazil Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 71. Argentina Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 72. Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 73. Impact of COVID-19 Pandemic in North American Country Markets
Figure 74. Impact of COVID-19 Pandemic in European Country Markets
Figure 75. Impact of COVID-19 Pandemic in APAC Country Markets
Figure 76. Impact of COVID-19 Pandemic in MEA Country Markets
Figure 77. Impact of COVID-19 Pandemic in SAM Country Markets
The List of Companies - Customer Care BPO Market
- Alorica Inc
- Telus International Cda Inc
- Simply Contact International
- Comdata SpA
- Concentrix Corp
- Foundever Operating Corp
- Front Logix Solutions LLC
- TTEC Holdings Inc
- Webhelp Inc
- Teleperformance SE
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published many reports and advised several clients across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organizations are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in the last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/Sales Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- 3.1 Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- 3.2 Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- 3.3 Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- 3.4 Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.
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