Global Outsourced Call Centers (Outsourced Contact Centers) Market by Type (On-Premise, Cloud-based), By Application (Telecom & IT, BFSI, Healthcare & Life Sciences, Government & Public, Retail & Consumer Goods, Others) and Region (North America, Latin America, Europe, Asia Pacific and Middle East & Africa), Forecast From 2022 To 2030

                                          

                                                                                       
Market Overview:

The global outsourced call centers (outsourced contact centers) market is expected to grow at a CAGR of 7.5% from 2018 to 2030. The growth in the market can be attributed to the increasing demand for customer services and the need for cost-effective solutions. The global outsourced call center (outsourced contact center) market is segmented on the basis of type, application, and region. On the basis of type, the market is segmented into on-premise and cloud-based. On the basis of application, it is divided into telecom & IT, BFSI, healthcare & life sciences, government & public sector, retail & consumer goods sector,, and others segments.



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Product Definition:

Outsourced call centers are contact centers that are not operated by the company for which customers are contacting. These call centers may be located in another part of the country or even in a different part of the world. Outsourcing these services can be beneficial for companies because it can save them money and it can also help to improve customer service.

On-Premise:

On-premise is a term used for referring to the practice of having computer systems and software at the business location, which may include hardware such as computers, laptops, tablets or smartphones. These systems are generally used for carrying out various operations including data entry; customer service; sales force automation (SFA); marketing & advertising; and other applications. The on-premise system allows companies to have total control over all processes that take place within their organization.

Cloud-based:

Cloud-based is a term used for software or applications that provide services over the internet. It is an on-demand service and uses virtual machines to run applications. The cloud provides shared resources, such as storage space, computing power, bandwidth capacity and other utilities which are available on rent or lease basis to the customers. Cloud services include Software as a Service (SaaS), Infrastructure as a Service (IaaS) and Platform as a Service (PaaS).

Application Insights:

The telecom and IT segment accounted for the largest market share in 2017. The growing demand for customer support services owing to the increasing number of customers using various products and services is expected to drive the growth of this segment over the forecast period. Outsourced contact centers have helped companies in reducing customer support costs as they are able to focus on their core business activities without having to deal with complex issues or concerns raised by customers.

Outsourced contact centers provide a high level of service as they are focused on delivering personalized interactions that help improve customer retention rates, brand image, and company image among other benefits mentioned above. This has led major organizations within these sectors including banks, e-commerce companies, utilities etc.,to outsource their CS functions so that they can concentrate on their core businesses without any additional burden or cost involved.

Regional Analysis:

North America dominated the global market in 2017. The growth of this region can be attributed to several factors such as increasing outsourcing trend, high disposable income, and availability of skilled workforce. Moreover, companies based in North America are increasingly focusing on reducing their operational costs by shifting some or all of their business processes offshore.

Asia Pacific is expected to emerge as the fastest-growing regional market over the forecast period owing to various factors such as improving economic conditions and rapid technological advancements across emerging economies including India and China. Furthermore, rising demand for customer service services due to growing population has led major contact center providers based in Asia Pacific region offer solutions that enable clients operating across different industry verticals (IT & telecom, BFSI) outsource their operations into these centers instead of building costly physical infrastructure within their own countries thus saving considerable cost while delivering same or better results with higher flexibility and lower maintenance cost associated with on-premise models or when operated through a cloud environment.

Growth Factors:

Increasing demand for customer support and services: The growth of the outsourced call center (outsourced contact center) market is mainly driven by the increasing demand for customer support and services from businesses across different industries.
Proliferation of new technologies: The advancement of new technologies has led to an increase in the number of complex customer queries, which in turn is driving the demand for outsourced call centers (outsourced contact centers).
Growing need to reduce operational costs: Businesses are increasingly looking to outsource their non-core operations, such as customer support and service, in order to reduce their overall operational costs. This is contributing significantly towards the growth of the outsourced call center (outsourced contact center) market.
Rising trend of cloud-based solutions: Cloud-based solutions offer a number of advantages over traditional on-premises solutions, such as lower upfront costs and faster deployment times. This is resulting in an increasing adoption rate of cloud-based solutions among businesses, which is benefiting the growth prospects of the outsourced call center (outsourced contact center) market considerably.  5


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Scope Of The Report
Report Attributes
Report Details
Report Title
Outsourced Call Centers (Outsourced Contact Centers) Market Research Report
By Type
On-Premise, Cloud-based
By Application
Telecom & IT, BFSI, Healthcare & Life Sciences, Government & Public, Retail & Consumer Goods, Others
By Companies
Teleperformance, Concentrix (Convergys), Alorica, Atento, Acticall (Sitel), Arvato, Sykes Enterprises, TeleTech, Transcom, Serco, HKT Teleservices, Comdata
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
143
Number of Tables & Figures
101
Customization Available
Yes, the report can be customized as per your need.

Global Outsourced Call Centers (Outsourced Contact Centers) Market Report Segments:
The global Outsourced Call Centers (Outsourced Contact Centers) market is segmented on the basis of:
Types
On-Premise, Cloud-based
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Telecom & IT, BFSI, Healthcare & Life Sciences, Government & Public, Retail & Consumer Goods, Others
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
Teleperformance
Concentrix (Convergys)
Alorica
Atento
Acticall (Sitel)
Arvato
Sykes Enterprises
TeleTech
Transcom
Serco
HKT Teleservices
Comdata



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Highlights of The Outsourced Call Centers (Outsourced Contact Centers) Market Report:
The market structure and projections for the coming years.
Drivers, restraints, opportunities, and current trends of market.
Historical data and forecast.
Estimations for the forecast period 2030.
Developments and trends in the market.
By Type:
On-Premise
Cloud-based
By Application:
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others
Market scenario by region, sub-region, and country.
Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
Government Policies, Macro & Micro economic factors are also included in the report.

We have studied the Outsourced Call Centers (Outsourced Contact Centers) Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
North America
Europe
Asia Pacific
Middle East & Africa
Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
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Correctly Positioning New Products
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Consumer Insights
Understanding Competition Scenario
Product & Brand Management
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8 Reasons to Buy This Report
Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
Implemented Robust Methodology to Prepare the Report
Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
Provides Information About the Top-winning Strategies Implemented by Industry Players.
In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
Customization of the Report Available

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