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This report studies the Call Center as a Service market, covering market size for segment by type (Outbound Services, Inbound Services, etc.), by application (Telecom & IT, BFSI, etc.), by sales channel (Direct Channel, Distribution Channel), by player (Teleperformance, Alorica, Convergys, Atento, Sykes Enterprises, etc.) and by region (North America, Europe, Asia-Pacific, South America and Middle East & Africa).
This report provides detailed historical analysis of global market for Call Center as a Service from 2015-2020, and provides extensive market forecasts from 2021-2030 by region/country and subsectors. It covers the sales/revenue/value, gross margin, historical growth and future perspectives in the Call Center as a Service market.
Moreover, the impact of COVID-19 is also concerned. Since outbreak in December 2019, the COVID-19 virus has spread to all around the world and caused huge losses of lives and economy, and the global manufacturing, tourism and financial markets have been hit hard, while the online market/industry increase. Fortunately, with the development of vaccine and other effort by global governments and organizations, the negative impact of COVID-19 is expected to subside and the global economy is expected to recover.
This research covers COVID-19 impacts on the upstream, midstream and downstream industries. Moreover, this research provides an in-depth market evaluation by highlighting information on various aspects covering market dynamics like drivers, barriers, opportunities, threats, and industry news & trends. In the end, this report also provides in-depth analysis and professional advices on how to face the post COIVD-19 period.
The research methodology used to estimate and forecast this market begins by capturing the revenues of the key players and their shares in the market. Various secondary sources such as press releases, annual reports, non-profit organizations, industry associations, governmental agencies and customs data, have been used to identify and collect information useful for this extensive commercial study of the market. Calculations based on this led to the overall market size. After arriving at the overall market size, the total market has been split into several segments and subsegments, which have then been verified through primary research by conducting extensive interviews with industry experts such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures have been employed to complete the overall market engineering process and arrive at the exact statistics for all segments and subsegments.
Leading players of Call Center as a Service including:
Teleperformance
Alorica
Convergys
Atento
Sykes Enterprises
Arvato
Serco Group
Acticall (Sitel)
Transcom
TeleTech
Concentrix (SYNNEX)
HKT Teleservices
Comdata Group
West Corporation
Bertelsmann
Hinduja Global Solutions
StarTek
TTEC Holdings
Xerox Corporation
Market split by Type, can be divided into:
Outbound Services
Inbound Services
Market split by Application, can be divided into:
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Market split by Sales Channel, can be divided into:
Direct Channel
Distribution Channel
Market segment by Region/Country including:
North America (United States, Canada and Mexico)
Europe (Germany, UK, France, Italy, Russia and Spain etc.)
Asia-Pacific (China, Japan, Korea, India, Australia and Southeast Asia etc.)
South America (Brazil, Argentina and Colombia etc.)
Middle East & Africa (South Africa, UAE and Saudi Arabia etc.)
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Table of Contents
Chapter 1 Call Center as a Service Market Overview
1.1 Call Center as a Service Definition
1.2 Global Call Center as a Service Market Size Status and Outlook (2015-2030)
1.3 Global Call Center as a Service Market Size Comparison by Region (2015-2030)
1.4 Global Call Center as a Service Market Size Comparison by Type (2015-2030)
1.5 Global Call Center as a Service Market Size Comparison by Application (2015-2030)
1.6 Global Call Center as a Service Market Size Comparison by Sales Channel (2015-2030)
1.7 Call Center as a Service Market Dynamics (COVID-19 Impacts)
1.7.1 Market Drivers/Opportunities
1.7.2 Market Challenges/Risks
1.7.3 Market News (Mergers/Acquisitions/Expansion)
1.7.4 COVID-19 Impacts on Current Market
1.7.5 Post-Strategies of COVID-19 Outbreak
Chapter 2 Call Center as a Service Market Segment Analysis by Player
2.1 Global Call Center as a Service Sales and Market Share by Player (2018-2020)
2.2 Global Call Center as a Service Revenue and Market Share by Player (2018-2020)
2.3 Global Call Center as a Service Average Price by Player (2018-2020)
2.4 Players Competition Situation & Trends
2.5 Conclusion of Segment by Player
Chapter 3 Call Center as a Service Market Segment Analysis by Type
3.1 Global Call Center as a Service Market by Type
3.1.1 Outbound Services
3.1.2 Inbound Services
3.2 Global Call Center as a Service Sales and Market Share by Type (2015-2020)
3.3 Global Call Center as a Service Revenue and Market Share by Type (2015-2020)
3.4 Global Call Center as a Service Average Price by Type (2015-2020)
3.5 Leading Players of Call Center as a Service by Type in 2020
3.6 Conclusion of Segment by Type
Chapter 4 Call Center as a Service Market Segment Analysis by Application
4.1 Global Call Center as a Service Market by Application
4.1.1 Telecom & IT
4.1.2 BFSI
4.1.3 Healthcare & Life Sciences
4.1.4 Government & Public
4.1.5 Retail & Consumer Goods
4.2 Global Call Center as a Service Revenue and Market Share by Application (2015-2020)
4.3 Leading Consumers of Call Center as a Service by Application in 2020
4.4 Conclusion of Segment by Application
Chapter 5 Call Center as a Service Market Segment Analysis by Sales Channel
5.1 Global Call Center as a Service Market by Sales Channel
5.1.1 Direct Channel
5.1.2 Distribution Channel
5.2 Global Call Center as a Service Revenue and Market Share by Sales Channel (2015-2020)
5.3 Leading Distributors/Dealers of Call Center as a Service by Sales Channel in 2020
5.4 Conclusion of Segment by Sales Channel
Chapter 6 Call Center as a Service Market Segment Analysis by Region
6.1 Global Call Center as a Service Market Size and CAGR by Region (2015-2030)
6.2 Global Call Center as a Service Sales and Market Share by Region (2015-2020)
6.3 Global Call Center as a Service Revenue and Market Share by Region (2015-2020)
6.4 North America
6.4.1 North America Market by Country
6.4.2 North America Call Center as a Service Market Share by Type
6.4.3 North America Call Center as a Service Market Share by Application
6.4.4 United States
6.4.5 Canada
6.4.6 Mexico
6.5 Europe
6.5.1 Europe Market by Country
6.5.2 Europe Call Center as a Service Market Share by Type
6.5.3 Europe Call Center as a Service Market Share by Application
6.5.4 Germany
6.5.5 UK
6.5.6 France
6.5.7 Italy
6.5.8 Russia
6.5.9 Spain
6.6 Asia-Pacific
6.6.1 Asia-Pacific Market by Country
6.6.2 Asia-Pacific Call Center as a Service Market Share by Type
6.6.3 Asia-Pacific Call Center as a Service Market Share by Application
6.6.4 China
6.6.5 Japan
6.6.6 Korea
6.6.7 India
6.6.8 Southeast Asia
6.6.9 Australia
6.7 South America
6.7.1 South America Market by Country
6.7.2 South America Call Center as a Service Market Share by Type
6.7.3 South America Call Center as a Service Market Share by Application
6.7.4 Brazil
6.7.5 Argentina
6.7.6 Colombia
6.8 Middle East & Africa
6.8.1 Middle East & Africa Market by Country
6.8.2 Middle East & Africa Call Center as a Service Market Share by Type
6.8.3 Middle East & Africa Call Center as a Service Market Share by Application
6.8.4 UAE
6.8.5 Saudi Arabia
6.8.6 South Africa
6.9 Conclusion of Segment by Region
Chapter 7 Profile of Leading Call Center as a Service Players
7.1 Teleperformance
7.1.1 Company Snapshot
7.1.2 Product/Service Offered
7.1.3 Business Performance (Sales, Price, Revenue, Gross Margin and Market Share)
7.1.4 COVID-19 Impact on Teleperformance
7.2 Alorica
7.3 Convergys
7.4 Atento
7.5 Sykes Enterprises
7.6 Arvato
7.7 Serco Group
7.8 Acticall (Sitel)
7.9 Transcom
7.10 TeleTech
7.11 Concentrix (SYNNEX)
7.12 HKT Teleservices
7.13 Comdata Group
7.14 West Corporation
7.15 Bertelsmann
7.16 Hinduja Global Solutions
7.17 StarTek
7.18 TTEC Holdings
7.19 Xerox Corporation
Chapter 8 Upstream and Downstream Analysis of Call Center as a Service
8.1 Industrial Chain of Call Center as a Service
8.2 Upstream of Call Center as a Service
8.2.1 Raw Materials
8.2.2 Labor Cost
8.2.3 Manufacturing Expenses
8.2.4 Manufacturing Cost Structure
8.2.5 Manufacturing Process
8.3 Downstream of Call Center as a Service
8.3.1 Leading Distributors/Dealers of Call Center as a Service
8.3.2 Leading Consumers of Call Center as a Service
Chapter 9 Development Trend of Call Center as a Service (2021-2030)
9.1 Global Call Center as a Service Market Size (Sales and Revenue) Forecast (2021-2030)
9.2 Global Call Center as a Service Market Size and CAGR Forecast by Region (2021-2030)
9.3 Global Call Center as a Service Market Size and CAGR Forecast by Type (2021-2030)
9.4 Global Call Center as a Service Market Size and CAGR Forecast by Application (2021-2030)
9.5 Global Call Center as a Service Market Size and CAGR Forecast by Sales Channel (2021-2030)
Chapter 10 Appendix
10.1 Research Methodology
10.2 Data Sources
10.3 Disclaimer
10.4 Analysts Certification
List of Tables and Figures
Figure Call Center as a Service Example
Figure Global Call Center as a Service Revenue (Million $) Status and Outlook (2015-2030)
Figure Global Call Center as a Service Revenue (Million $) Comparison by Region (2015-2030)
Figure Global Call Center as a Service Revenue (Million $) Comparison by Type (2015-2030)
Figure Global Call Center as a Service Revenue (Million $) Comparison by Application (2015-2030)
Figure Global Call Center as a Service Revenue (Million $) Comparison by Sales Channel (2015-2030)
Table Global Call Center as a Service Sales by Player (2018-2020)
Table Global Call Center as a Service Sales Market Share by Player (2018-2020)
Figure Global Call Center as a Service Sales Market Share by Player in 2020
Table Global Call Center as a Service Revenue (Million $) by Player (2018-2020)
Table Global Call Center as a Service Revenue Market Share by Player (2018-2020)
Figure Global Call Center as a Service Revenue Market Share by Player in 2020
Table Global Call Center as a Service Average Price by Player (2018-2020)
Figure Global Call Center as a Service Average Price by Player in 2020
Figure Global Call Center as a Service Players Competition Situation Top 5 Players Revenue Market Share in 2018
Figure Global Call Center as a Service Players Competition Trends Top 5 Players Revenue Market Share in 2020
Figure Example of Outbound Services
Figure Global Outbound Services Revenue (Million $) and Growth Rate (2015-2020)
Figure Example of Inbound Services
Figure Global Inbound Services Revenue (Million $) and Growth Rate (2015-2020)
Table Global Call Center as a Service Sales by Type (2015-2020)
Table Global Call Center as a Service Sales Market Share by Type (2015-2020)
Figure Global Call Center as a Service Sales Market Share by Type in 2020
Table Global Call Center as a Service Revenue (Million $) by Type (2015-2020)
Table Global Call Center as a Service Revenue Market Share by Type (2015-2020)
Figure Global Call Center as a Service Revenue Market Share by Type in 2020
Table Global Call Center as a Service Average Price by Type (2015-2020)
Figure Global Call Center as a Service Average Price by Type in 2020
Table Leading Players of Call Center as a Service by Type in 2020
Figure Example of Telecom & IT
Figure Global Call Center as a Service for Telecom & IT Revenue (Million $) and Growth Rate (2015-2020)
Figure Example of BFSI
Figure Global Call Center as a Service for BFSI Revenue (Million $) and Growth Rate (2015-2020)
Figure Example of Healthcare & Life Sciences
Figure Global Call Center as a Service for Healthcare & Life Sciences Revenue (Million $) and Growth Rate (2015-2020)
Figure Example of Government & Public
Figure Global Call Center as a Service for Government & Public Revenue (Million $) and Growth Rate (2015-2020)
Figure Example of Retail & Consumer Goods
Figure Global Call Center as a Service for Retail & Consumer Goods Revenue (Million $) and Growth Rate (2015-2020)
Table Global Call Center as a Service Sales by Application (2015-2020)
Table Global Call Center as a Service Sales Market Share by Application (2015-2020)
Figure Global Call Center as a Service Sales Market Share by Application in 2020
Table Leading Consumers of Call Center as a Service by Application in 2020
Figure Example of Direct Channel
Figure Global Call Center as a Service for Direct Channel Revenue (Million $) and Growth Rate (2015-2020)
Figure Example of Distribution Channel
Figure Global Call Center as a Service for Distribution Channel Revenue (Million $) and Growth Rate (2015-2020)
Table Global Call Center as a Service Revenue by Sales Channel (2015-2020)
Table Global Call Center as a Service Revenue Market Share by Sales Channel (2015-2020)
Figure Global Call Center as a Service Revenue Market Share by Sales Channel in 2020
Table Leading Distributors/Dealers of Call Center as a Service by Sales Channel in 2020
Table Global Call Center as a Service Market Size and CAGR by Region (2015-2030)
Table Global Call Center as a Service Sales by Region (2015-2020)
Table Global Call Center as a Service Sales Market Share by Region (2015-2020)
Figure Global Call Center as a Service Sales Market Share by Region in 2020
Table Global Call Center as a Service Revenue (Million $) by Region (2015-2020)
Table Global Call Center as a Service Revenue Market Share by Region (2015-2020)
Figure Global Call Center as a Service Revenue Market Share by Region in 2020
Table North America Call Center as a Service Sales by Country (2015-2020)
Figure North America Call Center as a Service Sales Market Share by Country (2015-2020)
Table North America Call Center as a Service Revenue by Country (2015-2020)
Figure North America Call Center as a Service Revenue Market Share by Country (2015-2020)
Figure North America Call Center as a Service Market Share by Type in 2020
Figure North America Call Center as a Service Market Share by Application in 2020
Figure United States Call Center as a Service Sales and Growth Rate (2015-2020)
Figure United States Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Canada Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Canada Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Mexico Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Mexico Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Table Europe Call Center as a Service Sales by Country (2015-2020)
Figure Europe Call Center as a Service Sales Market Share by Country (2015-2020)
Table Europe Call Center as a Service Revenue by Country (2015-2020)
Figure Europe Call Center as a Service Revenue Market Share by Country (2015-2020)
Figure Europe Call Center as a Service Market Share by Type in 2020
Figure Europe Call Center as a Service Market Share by Application in 2020
Figure Germany Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Germany Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure UK Call Center as a Service Sales and Growth Rate (2015-2020)
Figure UK Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure France Call Center as a Service Sales and Growth Rate (2015-2020)
Figure France Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Italy Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Italy Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Russia Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Russia Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Spain Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Spain Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Table Asia-Pacific Call Center as a Service Sales by Country (2015-2020)
Figure Asia-Pacific Call Center as a Service Sales Market Share by Country (2015-2020)
Table Asia-Pacific Call Center as a Service Revenue by Country (2015-2020)
Figure Asia-Pacific Call Center as a Service Revenue Market Share by Country (2015-2020)
Figure Asia-Pacific Call Center as a Service Market Share by Type in 2020
Figure Asia-Pacific Call Center as a Service Market Share by Application in 2020
Figure China Call Center as a Service Sales and Growth Rate (2015-2020)
Figure China Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Japan Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Japan Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Korea Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Korea Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure India Call Center as a Service Sales and Growth Rate (2015-2020)
Figure India Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Southeast Asia Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Southeast Asia Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Australia Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Australia Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Table South America Call Center as a Service Sales by Country (2015-2020)
Figure South America Call Center as a Service Sales Market Share by Country (2015-2020)
Table South America Call Center as a Service Revenue by Country (2015-2020)
Figure South America Call Center as a Service Revenue Market Share by Country (2015-2020)
Figure South America Call Center as a Service Market Share by Type in 2020
Figure South America Call Center as a Service Market Share by Application in 2020
Figure Brazil Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Brazil Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Argentina Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Argentina Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Colombia Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Colombia Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Table Middle East & Africa Call Center as a Service Sales by Country (2015-2020)
Figure Middle East & Africa Call Center as a Service Sales Market Share by Country (2015-2020)
Table Middle East & Africa Call Center as a Service Revenue by Country (2015-2020)
Figure Middle East & Africa Call Center as a Service Revenue Market Share by Country (2015-2020)
Figure Middle East & Africa Call Center as a Service Market Share by Type in 2020
Figure Middle East & Africa Call Center as a Service Market Share by Application in 2020
Figure UAE Call Center as a Service Sales and Growth Rate (2015-2020)
Figure UAE Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure Saudi Arabia Call Center as a Service Sales and Growth Rate (2015-2020)
Figure Saudi Arabia Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Figure South Africa Call Center as a Service Sales and Growth Rate (2015-2020)
Figure South Africa Call Center as a Service Revenue (Million $) and Growth Rate (2015-2020)
Table Company Snapshot of Teleperformance
Table Call Center as a Service Introduction of Teleperformance
Table Call Center as a Service Sales, Price, Revenue, Gross Margin and Market Share of Teleperformance (2018-2020)
Table Industrial Chain of Call Center as a Service
Table Manufacturing Cost Structure of Call Center as a Service
Table General Manufacturing Process of Call Center as a Service
Table Leading Distributors/Dealers of Call Center as a Service
Table Leading Consumers of Call Center as a Service
Figure Global Call Center as a Service Sales and Growth Rate Forecast (2021-2030)
Figure Global Call Center as a Service Revenue and Growth Rate Forecast (2021-2030)
Table Global Call Center as a Service Market Size and CAGR Forecast by Region (2021-2030)
Table Global Call Center as a Service Market Size and CAGR Forecast by Type (2021-2030)
Table Global Call Center as a Service Market Size and CAGR Forecast by Application (2021-2030)
Table Global Call Center as a Service Market Size and CAGR Forecast by Sales Channel (2021-2030)
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