LONDON--(BUSINESS WIRE)--Technavio has been monitoring the global call center outsourcing market and the market is poised to grow by USD 13.54 billion during 2019-2023, progressing at a CAGR of over 3% during the forecast period. Request Free Sample Pages
Read the 149-page research report with TOC on "Call Center Outsourcing Market Analysis Report by End-users (IT and telecom, BFSI, healthcare, retail, government, and other end-users), by Geography (APAC, Europe, MEA, North America, and South America), and Segment Forecasts, 2019 - 2023".
The market is driven by the increasing use of robotic process automation (RPA) in call centers. In addition, the increasing adoption of cloud communication in call centers is anticipated to further boost the growth of the call center outsourcing market.
The popularity and adoption of RPA is slowly rising in call center organizations. RPA improves the overall experience of call center agents by enhancing the call resolution rates and boosting the efficiency of business processes. It not only eliminates the need for existing platforms but also minimizes the customer wait time. Call center organizations are partnering with RPA providers to implement RPA solution at their BPO. Thus, the increasing use of RPA in call centers is expected to drive market growth during the forecast period.
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Major Five Call Center Outsourcing Market Companies:
Atento S.A.
Atento S.A. owns and operates businesses under various segments and offers customer care. The customer care solution manages customer calls to provide information and claims related to products and services throughout the customer lifecycle.
Bertelsmann SE & Co. KGaA
Bertelsmann SE & Co. KGaA manufactures and offers products through product segments: RTL group, penguin random house, Gruner+Jahr, BMG, and Arvato. The company offers solutions that provide customer experience service to client’s customers and help enhance customer management.
Concentrix Corp.
Concentrix Corp. has business operations under various segments, namely technology solutions and Concentrix. The company offers customer engagement centers services. This service enhances brand engagement and customer experience of the clients of an organization.
Hinduja Global Solutions Ltd.
Hinduja Global Solutions Ltd. offers customer engagement solutions. This solution is used by clients to offer customer support to attract new buyers into its lead generation pipelines. The company is focusing on opening a new facility for customer services in different locations.
Sitel Group
Sitel Group owns and operates businesses under various service segments including contact center, digital, training, consulting, and other. The company offers customer experience consulting and customer voice services to their clients.
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Call Center Outsourcing End-users Outlook (Revenue, USD Million, 2019 - 2023)
- IT and Telecom
- BFSI
- Healthcare
- Retail
- Government
- Other end-users
Call Center Outsourcing Regional Outlook (Revenue, USD Million, 2019 - 2023)
- APAC
- Europe
- MEA
- North America
- South America
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