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This report studies the Call Center Outsourcing market, covering market size for segment by type (Inbound Call Services, Outbound Call Services, etc.), by application (BFSI, Retail, etc.), by sales channel (Direct Channel, Distribution Channel), by player ([24]7.ai, Inc., Alliance Data System, ATOS, BT Communications, Capita Customer Management, 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 Outsourcing from 2016-2021, and provides extensive market forecasts from 2022-2030 by region/country and subsectors. It covers the sales/revenue/value, gross margin, historical growth and future perspectives in the Call Center Outsourcing 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 Outsourcing including:
[24]7.ai, Inc.
Alliance Data System
ATOS
BT Communications
Capita Customer Management
Convergys Corp
Enter Call Center
EXL Service Holdings
Genpact
HCL BPO Services NI
IBEX Global
IBM Global Services
Plusoft Informatica
Sitel
Sykes Enterprises
Tata Consultancy Services
Teleperformance
West Corporation
Five9
Xerox Corporation
Infinit Contact
CGS
Datamark, Inc.
Runway
Invensis
PSI
Market split by Type, can be divided into:
Inbound Call Services
Outbound Call Services
Market split by Application, can be divided into:
BFSI
Retail
Government
IT & Telecommunication
Healthcare
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 Outsourcing Market Overview
1.1 Call Center Outsourcing Definition
1.2 Global Call Center Outsourcing Market Size Status and Outlook (2016-2030)
1.3 Global Call Center Outsourcing Market Size Comparison by Region (2016-2030)
1.4 Global Call Center Outsourcing Market Size Comparison by Type (2016-2030)
1.5 Global Call Center Outsourcing Market Size Comparison by Application (2016-2030)
1.6 Global Call Center Outsourcing Market Size Comparison by Sales Channel (2016-2030)
1.7 Call Center Outsourcing 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
1.7.5 Post-Strategies of COVID-19
Chapter 2 Call Center Outsourcing Market Segment Analysis by Player
2.1 Global Call Center Outsourcing Sales and Market Share by Player (2019-2021)
2.2 Global Call Center Outsourcing Revenue and Market Share by Player (2019-2021)
2.3 Global Call Center Outsourcing Average Price by Player (2019-2021)
2.4 Players Competition Situation & Trends
2.5 Conclusion of Segment by Player
Chapter 3 Call Center Outsourcing Market Segment Analysis by Type
3.1 Global Call Center Outsourcing Market by Type
3.1.1 Inbound Call Services
3.1.2 Outbound Call Services
3.2 Global Call Center Outsourcing Sales and Market Share by Type (2016-2021)
3.3 Global Call Center Outsourcing Revenue and Market Share by Type (2016-2021)
3.4 Global Call Center Outsourcing Average Price by Type (2016-2021)
3.5 Leading Players of Call Center Outsourcing by Type in 2021
3.6 Conclusion of Segment by Type
Chapter 4 Call Center Outsourcing Market Segment Analysis by Application
4.1 Global Call Center Outsourcing Market by Application
4.1.1 BFSI
4.1.2 Retail
4.1.3 Government
4.1.4 IT & Telecommunication
4.1.5 Healthcare
4.2 Global Call Center Outsourcing Revenue and Market Share by Application (2016-2021)
4.3 Leading Consumers of Call Center Outsourcing by Application in 2021
4.4 Conclusion of Segment by Application
Chapter 5 Call Center Outsourcing Market Segment Analysis by Sales Channel
5.1 Global Call Center Outsourcing Market by Sales Channel
5.1.1 Direct Channel
5.1.2 Distribution Channel
5.2 Global Call Center Outsourcing Revenue and Market Share by Sales Channel (2016-2021)
5.3 Leading Distributors/Dealers of Call Center Outsourcing by Sales Channel in 2021
5.4 Conclusion of Segment by Sales Channel
Chapter 6 Call Center Outsourcing Market Segment Analysis by Region
6.1 Global Call Center Outsourcing Market Size and CAGR by Region (2016-2030)
6.2 Global Call Center Outsourcing Sales and Market Share by Region (2016-2021)
6.3 Global Call Center Outsourcing Revenue and Market Share by Region (2016-2021)
6.4 North America
6.4.1 North America Market by Country
6.4.2 North America Call Center Outsourcing Market Share by Type
6.4.3 North America Call Center Outsourcing 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 Outsourcing Market Share by Type
6.5.3 Europe Call Center Outsourcing 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 Outsourcing Market Share by Type
6.6.3 Asia-Pacific Call Center Outsourcing 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 Outsourcing Market Share by Type
6.7.3 South America Call Center Outsourcing 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 Outsourcing Market Share by Type
6.8.3 Middle East & Africa Call Center Outsourcing 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 Outsourcing Players
7.1 [24]7.ai, Inc.
7.1.1 Company Snapshot
7.1.2 Product/Service Offered
7.1.3 Business Performance (Sales, Price, Revenue, Gross Margin and Market Share)
7.2 Alliance Data System
7.3 ATOS
7.4 BT Communications
7.5 Capita Customer Management
7.6 Convergys Corp
7.7 Enter Call Center
7.8 EXL Service Holdings
7.9 Genpact
7.10 HCL BPO Services NI
7.11 IBEX Global
7.12 IBM Global Services
7.13 Plusoft Informatica
7.14 Sitel
7.15 Sykes Enterprises
7.16 Tata Consultancy Services
7.17 Teleperformance
7.18 West Corporation
7.19 Five9
7.20 Xerox Corporation
7.21 Infinit Contact
7.22 CGS
7.23 Datamark, Inc.
7.24 Runway
7.25 Invensis
7.26 PSI
Chapter 8 Upstream and Downstream Analysis of Call Center Outsourcing
8.1 Industrial Chain of Call Center Outsourcing
8.2 Upstream of Call Center Outsourcing
8.3 Downstream of Call Center Outsourcing
Chapter 9 Development Trend of Call Center Outsourcing (2022-2030)
9.1 Global Call Center Outsourcing Market Size (Sales and Revenue) Forecast (2022-2030)
9.2 Global Call Center Outsourcing Market Size and CAGR Forecast by Region (2022-2030)
9.3 Global Call Center Outsourcing Market Size and CAGR Forecast by Type (2022-2030)
9.4 Global Call Center Outsourcing Market Size and CAGR Forecast by Application (2022-2030)
9.5 Global Call Center Outsourcing Market Size and CAGR Forecast by Sales Channel (2022-2030)
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 Outsourcing Example
Figure Global Call Center Outsourcing Revenue (Million $) Status and Outlook (2016-2030)
Figure Global Call Center Outsourcing Revenue (Million $) Comparison by Region (2016-2030)
Figure Global Call Center Outsourcing Revenue (Million $) Comparison by Type (2016-2030)
Figure Global Call Center Outsourcing Revenue (Million $) Comparison by Application (2016-2030)
Figure Global Call Center Outsourcing Revenue (Million $) Comparison by Sales Channel (2016-2030)
Table Global Call Center Outsourcing Sales by Player (2019-2021)
Table Global Call Center Outsourcing Sales Market Share by Player (2019-2021)
Figure Global Call Center Outsourcing Sales Market Share by Player in 2021
Table Global Call Center Outsourcing Revenue (Million $) by Player (2019-2021)
Table Global Call Center Outsourcing Revenue Market Share by Player (2019-2021)
Figure Global Call Center Outsourcing Revenue Market Share by Player in 2021
Table Global Call Center Outsourcing Average Price by Player (2019-2021)
Figure Global Call Center Outsourcing Average Price by Player in 2021
Figure Global Call Center Outsourcing Players Competition Situation Top 5 Players Revenue Market Share in 2019
Figure Global Call Center Outsourcing Players Competition Trends Top 5 Players Revenue Market Share in 2021
Figure Example of Inbound Call Services
Figure Global Inbound Call Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Outbound Call Services
Figure Global Outbound Call Services Revenue (Million $) and Growth Rate (2016-2021)
Table Global Call Center Outsourcing Sales by Type (2016-2021)
Table Global Call Center Outsourcing Sales Market Share by Type (2016-2021)
Figure Global Call Center Outsourcing Sales Market Share by Type in 2021
Table Global Call Center Outsourcing Revenue (Million $) by Type (2016-2021)
Table Global Call Center Outsourcing Revenue Market Share by Type (2016-2021)
Figure Global Call Center Outsourcing Revenue Market Share by Type in 2021
Table Global Call Center Outsourcing Average Price by Type (2016-2021)
Figure Global Call Center Outsourcing Average Price by Type in 2021
Table Leading Players of Call Center Outsourcing by Type in 2021
Figure Example of BFSI
Figure Global Call Center Outsourcing for BFSI Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Retail
Figure Global Call Center Outsourcing for Retail Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Government
Figure Global Call Center Outsourcing for Government Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of IT & Telecommunication
Figure Global Call Center Outsourcing for IT & Telecommunication Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Healthcare
Figure Global Call Center Outsourcing for Healthcare Revenue (Million $) and Growth Rate (2016-2021)
Table Global Call Center Outsourcing Sales by Application (2016-2021)
Table Global Call Center Outsourcing Sales Market Share by Application (2016-2021)
Figure Global Call Center Outsourcing Sales Market Share by Application in 2021
Table Leading Consumers of Call Center Outsourcing by Application in 2021
Figure Example of Direct Channel
Figure Global Call Center Outsourcing for Direct Channel Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Distribution Channel
Figure Global Call Center Outsourcing for Distribution Channel Revenue (Million $) and Growth Rate (2016-2021)
Table Global Call Center Outsourcing Revenue by Sales Channel (2016-2021)
Table Global Call Center Outsourcing Revenue Market Share by Sales Channel (2016-2021)
Figure Global Call Center Outsourcing Revenue Market Share by Sales Channel in 2021
Table Leading Distributors/Dealers of Call Center Outsourcing by Sales Channel in 2021
Table Global Call Center Outsourcing Market Size and CAGR by Region (2016-2030)
Table Global Call Center Outsourcing Sales by Region (2016-2021)
Table Global Call Center Outsourcing Sales Market Share by Region (2016-2021)
Figure Global Call Center Outsourcing Sales Market Share by Region in 2021
Table Global Call Center Outsourcing Revenue (Million $) by Region (2016-2021)
Table Global Call Center Outsourcing Revenue Market Share by Region (2016-2021)
Figure Global Call Center Outsourcing Revenue Market Share by Region in 2021
Table North America Call Center Outsourcing Sales by Country (2016-2021)
Figure North America Call Center Outsourcing Sales Market Share by Country (2016-2021)
Table North America Call Center Outsourcing Revenue by Country (2016-2021)
Figure North America Call Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure North America Call Center Outsourcing Market Share by Type in 2021
Figure North America Call Center Outsourcing Market Share by Application in 2021
Figure United States Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure United States Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Canada Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Canada Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Mexico Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Mexico Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Europe Call Center Outsourcing Sales by Country (2016-2021)
Figure Europe Call Center Outsourcing Sales Market Share by Country (2016-2021)
Table Europe Call Center Outsourcing Revenue by Country (2016-2021)
Figure Europe Call Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure Europe Call Center Outsourcing Market Share by Type in 2021
Figure Europe Call Center Outsourcing Market Share by Application in 2021
Figure Germany Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Germany Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure UK Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure UK Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure France Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure France Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Italy Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Italy Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Russia Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Russia Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Spain Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Spain Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Asia-Pacific Call Center Outsourcing Sales by Country (2016-2021)
Figure Asia-Pacific Call Center Outsourcing Sales Market Share by Country (2016-2021)
Table Asia-Pacific Call Center Outsourcing Revenue by Country (2016-2021)
Figure Asia-Pacific Call Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure Asia-Pacific Call Center Outsourcing Market Share by Type in 2021
Figure Asia-Pacific Call Center Outsourcing Market Share by Application in 2021
Figure China Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure China Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Japan Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Japan Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Korea Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Korea Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure India Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure India Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Southeast Asia Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Southeast Asia Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Australia Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Australia Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table South America Call Center Outsourcing Sales by Country (2016-2021)
Figure South America Call Center Outsourcing Sales Market Share by Country (2016-2021)
Table South America Call Center Outsourcing Revenue by Country (2016-2021)
Figure South America Call Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure South America Call Center Outsourcing Market Share by Type in 2021
Figure South America Call Center Outsourcing Market Share by Application in 2021
Figure Brazil Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Brazil Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Argentina Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Argentina Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Colombia Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Colombia Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Middle East & Africa Call Center Outsourcing Sales by Country (2016-2021)
Figure Middle East & Africa Call Center Outsourcing Sales Market Share by Country (2016-2021)
Table Middle East & Africa Call Center Outsourcing Revenue by Country (2016-2021)
Figure Middle East & Africa Call Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure Middle East & Africa Call Center Outsourcing Market Share by Type in 2021
Figure Middle East & Africa Call Center Outsourcing Market Share by Application in 2021
Figure UAE Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure UAE Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Saudi Arabia Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Saudi Arabia Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure South Africa Call Center Outsourcing Sales and Growth Rate (2016-2021)
Figure South Africa Call Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Company Snapshot of [24]7.ai, Inc.
Table Call Center Outsourcing Introduction of [24]7.ai, Inc.
Table Call Center Outsourcing Sales, Price, Revenue, Gross Margin and Market Share of [24]7.ai, Inc. (2019-2021)
Table Industrial Chain of Call Center Outsourcing
Table Manufacturing Cost Structure of Call Center Outsourcing
Table General Manufacturing Process of Call Center Outsourcing
Table Leading Distributors/Dealers of Call Center Outsourcing
Table Leading Consumers of Call Center Outsourcing
Figure Global Call Center Outsourcing Sales and Growth Rate Forecast (2022-2030)
Figure Global Call Center Outsourcing Revenue and Growth Rate Forecast (2022-2030)
Table Global Call Center Outsourcing Market Size and CAGR Forecast by Region (2022-2030)
Table Global Call Center Outsourcing Market Size and CAGR Forecast by Type (2022-2030)
Table Global Call Center Outsourcing Market Size and CAGR Forecast by Application (2022-2030)
Table Global Call Center Outsourcing Market Size and CAGR Forecast by Sales Channel (2022-2030)
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