Global Market Report on Call Centers, 2019: Forecast to 2024 - Virtual Call Centers Promise New Opportunities - ResearchAndMarkets.com

DUBLIN--()--The "Call Centers: Global Market Analysis, Trends, and Forecasts" report has been added to ResearchAndMarkets.com's offering.

The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2016 through 2024. Also, a five-year historic analysis is provided for these markets.

This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types:

  • In-House
  • Outsourced

The report profiles 135 companies including many key and niche players such as:

  • [24]7 Inc. (USA)
  • Alliance Data Systems, Inc. (USA)
  • Alorica, Inc. (USA)
  • Atento (Luxembourg)
  • ATOS S.A. (France)
  • BT Communications (Ireland) Limited (Ireland)
  • Capita Customer Management Limited (UK)
  • Concentrix (USA)
  • Convergys Corp. (USA)
  • Entel Call Center (Chile)
  • EXL Service Holdings, Inc. (USA)
  • Genpact Limited (Bermuda)
  • HCL BPO Services NI Ltd (Ireland)
  • IBEX Global (USA)
  • IBM Global Process Services Pvt. Ltd (India)
  • Plusoft Informatica Ltda (Brazil)
  • Sitel (USA)
  • Sykes Enterprises, Inc. (USA)
  • Tata Consultancy Services Limited (India)
  • Teleperformance SE (France)
  • TTEC Holdings, Inc. (USA)
  • West Corporation (USA)
  • Wipro Ltd (India)

Key Topics Covered

1. INDUSTRY OVERVIEW

Call Centers: A Quick Primer

Call Centers Tap Technology to Improve Operational Efficiency & Service Quality

Addressing the Evolving Customer Experience

Digital Transformation

Playing an Important Role

Outlook

Developing Markets Drive Growth

Outsourced Call Center Services Market

Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant

Offshore Call Centers: The Key Growth Vertical for Developing World

A Brief Sketch of Major Offshore Destinations for Call Centers

Philippines

India

China

Malaysia

Czech Republic

Singapore

Brazil

Poland

Egypt

Mexico

Onshore Call Centers

Still in the Reckoning

Wave of Re-Shoring & Nearshoring Strategies

Right Shoring Gains Traction in Call Center Operations

Mass Market Call Centers Outnumber B2B Call Centers

Multiple Outsourced Call Centers: Order of the Day

Competition

Leading Players

Startups Spur Innovation in Call Center Industry

AirCall

EpiAnalytics

EvaluAgent

Pypestream

TalkDesk

TechSee

TouchCommerce

Sentient Machines

Upcall

Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades

2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES

Cloud Communications Continue to Reshape Call Centers market

OmniChannel Strategy Offers Holistic Support

Unified Communications Simplify Customer Engagement

Artificial Intelligence Enhances Call Center Productivity

Industry Displays Increasing Reliance on IVR

Integration of Social Media with Call Center Operations Opens New Possibilities

Opportunity Indicators

Sustained Increase in Importance of Self-Service

Focus Grows on Improved Contact Center Analytics

Integrating CRM with Big Data Analytics Brings in Significant Benefits

Companies Target Multi-Skilled Employees

Increase in Remote Contact Center Agents

Building Meaningful Collaboration among Agents and the Way they Work

Multi-Language Contact Centers

A Key Trend

From Cost Centers to Profit Centers

Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities

Virtual Agents Model Emerges as a New Profitable Approach

Hosted or Virtual Call Centers on the Rise

Virtual Call Centers Promise New Opportunities

Improving Customer Experience' Turns into Core Area for Call Centers

Customer Experience Management: Leveraging Call Center Data with Decision Making

CEM as a Value Proposition

KPIs and Metrics Take Center Stage

Operational Efficiency Measures for a Call Center

Ranked in Order of Influence

Employee Satisfaction Measures for a Call Center

Ranked in Order of Influence

Gamification Grows in Popularity

Call Recording and Monitoring: A Proven Channel for Quality Improvement

Size of Call Center Remains the Key Criterion for Call Recording Technologies

Average Call Length Continues to be a Key Quantification Metric

Measurement of Agent Activity: A Critical Need

Increasingly Robust Consumer Satisfaction Measurements

Call Answering Speed: Key to Measuring Efficiency

First-Call Resolution: Key to Call Center's Success

Use of Virtual and Augmented Reality in Training

3. A PEEK INTO VERTICAL END-USE INDUSTRIES

Introduction

End-Use Sectors for Call Centers: An Overview

Banking & Finance

Banks Increasingly Perceive Call Center as a Sales & Service Point

Technology-Driven Banks Offering Service Enhancements at Contact Centers

Intelligent Call Routing

Campaign Management Software

Integration of Call Centers and Bank Branches

Customer Differentiation

Improved Methodologies for Effective Cross Selling

Distribution & Retail

Insurance

Insurance Companies Lead in Call Center Technology Absorption

Insurers Make Call Center a Mainstay to Improve Customer Services

Healthcare

Hospitality

Manufacturing

Public Sector

Telecommunications

4. CONCEPTUAL OVERVIEW

Functional Definition

Call Center Activities

Inbound Call Reception and Routing

Automated Inbound Call Routing

Outbound Telemarketing Call

Call Handling Time

Complaints Handling

Customer Information Services / Help Desks

Debt Chasing

Field Service Support

Classification on the Basis of Ownership

In-House Call Centers

Outsourced Call Centers/Sub-Contractors

Sub-Contractors Vs. In-House Call Centers

Sub-Contractors Vs. In-House Call Centers: A Comparative Study

Classification on the Basis of Markets Served

Business-to-Business (B2B) Call Centers

Mass Market Call Centers

Universal Centers

Business-to-Business (B2B) Vs. Mass Market Call Centers

B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study

Classification on the basis of Operations

Inbound Call Centers

Outbound Centers

Nature of Services Offered

Consulting

Outsourcing

Training

Call Center Technologies-By Area of Application

Voice

Telephone Switches (ACDs) and Voice Networks

Telephone Switches/Automated Call Distributors (ACDs)

Voice Networks

Voice Response Systems (IVR/VRU)

Voice Response Unit (VRU)

Speech Recognition Technologies

Voice Over Internet Protocol (VoIP)

5. CALL CENTER CONSOLIDATION WHETHER, WHY AND HOW

Widely Dispersed Call Centers: A Key Rationale

Motivators for Call Center Consolidation

Costs of Scale

6. PERTINENT REGULATORY ISSUES

Call Centers

A Highly Regulated Industry

Legal and Regulatory Framework

Predictive Dialing

The Preface to the Showdown

Privacy Legislations

Federal Laws prohibits Sale of Consumer Health Data

Cell Phone Legislations Zap Outbound Calls?

7. RECENT INDUSTRY ACTIVITY

PRA Group Sets up New Call Center

ACT Enters into Agreement with Tethr to Offer Communications Intelligence Platform

Avaya to Acquire Spoken Communications

Intelisys Forms Alliance with Talkdesk

Capita Extends Digital Customer Contact Partnership with M&S's

Amazon to Acquire Stake in Call Center

Innovest Global Acquires Call Center Resources

Twilio Introduces Flex Contact Center Solution

Talkdesk Unveils Enterprise Contact Center Platform

RingCentral Introduces New Integrated Collaborative Contact Center Solution

Dialpad to Launch Call Center Solution built on Google Cloud Platform

ZaiLab Introduces World's First Cloud-Based Call Center

Teleperformance Expands Operations into Kosovo

Convergys Opens Customer Service Center in Mauritius

Teleperformance Expands Operations into Peru

Vonage Expands Call-Center Partnership with inContact

Charter Communications Shuts Down Spectrum Call Center

Convergys to Open a New Location in Virginia

Marken Introduces Call Center for Patients enrolled in Clinical Trials

8x8 Adds New Capabilities to Virtual Contact Center Solution

Amazon Web Services Introduces Cloud-Based Amazon Connect Service

Masergy Introduces Cloud Contact Center

Dizzion Forms Partnership with Bright Pattern

Genesys Acquires Interactive Intelligence

KKR to Acquire Calabrio

8. FOCUS ON SELECT GLOBAL PLAYERS

9. GLOBAL MARKET PERSPECTIVE

Total Companies Profiled: 135 (including Divisions/Subsidiaries 146)

  • The United States (66)
  • Canada (3)
  • Japan (3)
  • Europe (26)
    • France (5)
    • Germany (1)
    • The United Kingdom (8)
    • Spain (1)
    • Rest of Europe (11)
  • Asia-Pacific (Excluding Japan) (37)
  • Middle East (3)
  • Latin America (7)
  • Africa (1)

For more information about this report visit https://www.researchandmarkets.com/r/jfjcnv

Contacts

ResearchAndMarkets.com
Laura Wood, Senior Press Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
Related Topics: Call Centres

Contacts

ResearchAndMarkets.com
Laura Wood, Senior Press Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
Related Topics: Call Centres