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.

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.

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