Global Outsourced Call Centers (Outsourced Contact Centers) Market Size, Status, Research and Forecast 2019-2025

Published On: Jul 2019

Format: PDF

Publisher: QY Research

Pages: 100

Report ID: 3039

In today’s business parlance, outsourcing refers to the practice of outsourcing non-core business functions of an organization to a third party business process outsourcing (BPO) services provider. Similarly, call center outsourcing is the process of contracting the management of voice based customer service processes to specialized call center outsourcing companies. Contact centers defined simply are workplaces wherein human agents receive or make outgoing telephone calls to existing or prospective customers of a company. Outsourced contact centers are specialized contact center outsourcing companies that manage inbound or outbound call center processes for their clients.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence.
In 2018, the global Outsourced Call Centers (Outsourced Contact Centers) market size was xx million US$ and it is expected to reach xx million US$ by the end of 2025, with a CAGR of xx% during 2019-2025.

This report focuses on the global Outsourced Call Centers (Outsourced Contact Centers) status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Outsourced Call Centers (Outsourced Contact Centers) development in United States, Europe and China.

The key players covered in this study
Teleperformance
Concentrix (Convergys)
Alorica
Atento
Acticall (Sitel)
Arvato
Sykes Enterprises
TeleTech Holdings
Transcom
Serco
HKT Teleservices
Comdata

Market segment by Type, the product can be split into
On-Premise CCO
Cloud-based CCO

Market segment by Application, split into
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others

Market segment by Regions/Countries, this report covers
United States
Europe
China
Japan
Southeast Asia
India
Central & South America

The study objectives of this report are:
To analyze global Outsourced Call Centers (Outsourced Contact Centers) status, future forecast, growth opportunity, key market and key players.
To present the Outsourced Call Centers (Outsourced Contact Centers) development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.

In this study, the years considered to estimate the market size of Outsourced Call Centers (Outsourced Contact Centers) are as follows:
History Year: 2014-2018
Base Year: 2018
Estimated Year: 2019
Forecast Year 2019 to 2025
For the data information by region, company, type and application, 2018 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.

Table of Contents

1 Report Overview
1.1 Study Scope
1.2 Key Market Segments
1.3 Players Covered
1.4 Market Analysis by Type
1.4.1 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size Growth Rate by Type (2014-2025)
1.4.2 On-Premise CCO
1.4.3 Cloud-based CCO
1.5 Market by Application
1.5.1 Global Outsourced Call Centers (Outsourced Contact Centers) Market Share by Application (2014-2025)
1.5.2 Telecom & IT
1.5.3 BFSI
1.5.4 Healthcare & Life Sciences
1.5.5 Government & Public
1.5.6 Retail & Consumer Goods
1.5.7 Others
1.6 Study Objectives
1.7 Years Considered

2 Global Growth Trends
2.1 Outsourced Call Centers (Outsourced Contact Centers) Market Size
2.2 Outsourced Call Centers (Outsourced Contact Centers) Growth Trends by Regions
2.2.1 Outsourced Call Centers (Outsourced Contact Centers) Market Size by Regions (2014-2025)
2.2.2 Outsourced Call Centers (Outsourced Contact Centers) Market Share by Regions (2014-2019)
2.3 Industry Trends
2.3.1 Market Top Trends
2.3.2 Market Drivers
2.3.3 Market Opportunities

3 Market Share by Key Players
3.1 Outsourced Call Centers (Outsourced Contact Centers) Market Size by Manufacturers
3.1.1 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue by Manufacturers (2014-2019)
3.1.2 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue Market Share by Manufacturers (2014-2019)
3.1.3 Global Outsourced Call Centers (Outsourced Contact Centers) Market Concentration Ratio (CR5 and HHI)
3.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players Head office and Area Served
3.3 Key Players Outsourced Call Centers (Outsourced Contact Centers) Product/Solution/Service
3.4 Date of Enter into Outsourced Call Centers (Outsourced Contact Centers) Market
3.5 Mergers & Acquisitions, Expansion Plans

4 Breakdown Data by Type and Application
4.1 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type (2014-2019)
4.2 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application (2014-2019)

5 United States
5.1 United States Outsourced Call Centers (Outsourced Contact Centers) Market Size (2014-2019)
5.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players in United States
5.3 United States Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type
5.4 United States Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application

6 Europe
6.1 Europe Outsourced Call Centers (Outsourced Contact Centers) Market Size (2014-2019)
6.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players in Europe
6.3 Europe Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type
6.4 Europe Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application

7 China
7.1 China Outsourced Call Centers (Outsourced Contact Centers) Market Size (2014-2019)
7.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players in China
7.3 China Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type
7.4 China Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application

8 Japan
8.1 Japan Outsourced Call Centers (Outsourced Contact Centers) Market Size (2014-2019)
8.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players in Japan
8.3 Japan Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type
8.4 Japan Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application

9 Southeast Asia
9.1 Southeast Asia Outsourced Call Centers (Outsourced Contact Centers) Market Size (2014-2019)
9.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players in Southeast Asia
9.3 Southeast Asia Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type
9.4 Southeast Asia Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application

10 India
10.1 India Outsourced Call Centers (Outsourced Contact Centers) Market Size (2014-2019)
10.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players in India
10.3 India Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type
10.4 India Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application

11 Central & South America
11.1 Central & South America Outsourced Call Centers (Outsourced Contact Centers) Market Size (2014-2019)
11.2 Outsourced Call Centers (Outsourced Contact Centers) Key Players in Central & South America
11.3 Central & South America Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type
11.4 Central & South America Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application

12 International Players Profiles
12.1 Teleperformance
12.1.1 Teleperformance Company Details
12.1.2 Company Description and Business Overview
12.1.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.1.4 Teleperformance Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.1.5 Teleperformance Recent Development
12.2 Concentrix (Convergys)
12.2.1 Concentrix (Convergys) Company Details
12.2.2 Company Description and Business Overview
12.2.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.2.4 Concentrix (Convergys) Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.2.5 Concentrix (Convergys) Recent Development
12.3 Alorica
12.3.1 Alorica Company Details
12.3.2 Company Description and Business Overview
12.3.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.3.4 Alorica Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.3.5 Alorica Recent Development
12.4 Atento
12.4.1 Atento Company Details
12.4.2 Company Description and Business Overview
12.4.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.4.4 Atento Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.4.5 Atento Recent Development
12.5 Acticall (Sitel)
12.5.1 Acticall (Sitel) Company Details
12.5.2 Company Description and Business Overview
12.5.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.5.4 Acticall (Sitel) Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.5.5 Acticall (Sitel) Recent Development
12.6 Arvato
12.6.1 Arvato Company Details
12.6.2 Company Description and Business Overview
12.6.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.6.4 Arvato Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.6.5 Arvato Recent Development
12.7 Sykes Enterprises
12.7.1 Sykes Enterprises Company Details
12.7.2 Company Description and Business Overview
12.7.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.7.4 Sykes Enterprises Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.7.5 Sykes Enterprises Recent Development
12.8 TeleTech Holdings
12.8.1 TeleTech Holdings Company Details
12.8.2 Company Description and Business Overview
12.8.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.8.4 TeleTech Holdings Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.8.5 TeleTech Holdings Recent Development
12.9 Transcom
12.9.1 Transcom Company Details
12.9.2 Company Description and Business Overview
12.9.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.9.4 Transcom Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.9.5 Transcom Recent Development
12.10 Serco
12.10.1 Serco Company Details
12.10.2 Company Description and Business Overview
12.10.3 Outsourced Call Centers (Outsourced Contact Centers) Introduction
12.10.4 Serco Revenue in Outsourced Call Centers (Outsourced Contact Centers) Business (2014-2019)
12.10.5 Serco Recent Development
12.11 HKT Teleservices
12.12 Comdata

13 Market Forecast 2019-2025
13.1 Market Size Forecast by Regions
13.2 United States
13.3 Europe
13.4 China
13.5 Japan
13.6 Southeast Asia
13.7 India
13.8 Central & South America
13.9 Market Size Forecast by Product (2019-2025)
13.10 Market Size Forecast by Application (2019-2025)

14 Analyst's Viewpoints/Conclusions

15 Appendix
15.1 Research Methodology
15.1.1 Methodology/Research Approach
15.1.1.1 Research Programs/Design
15.1.1.2 Market Size Estimation
12.1.1.3 Market Breakdown and Data Triangulation
15.1.2 Data Source
15.1.2.1 Secondary Sources
15.1.2.2 Primary Sources
15.2 Disclaimer
15.3 Author Details