Customer Care BPO Market by Top Service Provider - Comdata, HKT Teleservices, Serco, Concentrix, Teleperformance, Arvato, TeleTech Holdings

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.

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This report focuses on the global Customer Care BPO status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Customer Care BPO development in United States, Europe and China.

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

By end users, the global Customer Care BPO market is segmented into:
• Teleperformance
• Concentrix (Convergys)
• Alorica
• Atento
• Acticall (Sitel)
• Arvato
• Sykes Enterprises
• TeleTech Holdings
• Transcom
• Serco
• HKT Teleservices
• Comdata

End user X is the highest shareholder in terms of value and volume and End user Y is expected to record a high growth rate for the forecast period based on the data of the changing market trends.

Various factors affecting the forecasted trend in the Customer Care BPO market are discussed in detail with analysis of the same. The global market report covers all the drivers, trends, and challenges in the market within the analysis and for the elucidation of the forecast statistics. Furthermore, the global market report is dissected and analysed across its various segments such as by product type, by application, by end users, and by region.

In terms of product type, the global Customer Care BPO market is segmented into the following:
• On-Premise CCO
• Cloud-based CCO

Product X is currently leading in terms of value and volume owing to high demand from across all regions. Product Y is expected to gain traction since new technology and changing customers trends is expected to push the demand for it. Product Y is hence is expected to record the highest growth rate for the forecast period.

In terms of application, the global Customer Care BPO market is segmented as follows:
• Telecom & IT
• BFSI
• Healthcare & Life Sciences
• Government & Public
• Retail & Consumer Goods
• Others

Application X holds the highest share in the global Customer Care BPO market. Application Y is expected to record the highest growth rate and can even surpass the market share of Application X by the end of the forecast period.

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The global Customer Care BPO market report provides a detailed analysis of the regional segmentation. The Customer Care BPO market is segmented into the following regions:
• United States
• Europe
• China
• Japan
• Southeast Asia
• India
• Central & South America

Region X is a more matured market and is the highest with US$ XX million in value at the end of 2018. Region Y is showcasing high growth rate as the overall income of the population is on the rise and people have a higher amount of disposable income available.

The global Customer Care BPO market includes a detailed SWOT analysis and competitive landscape analysis as well that provides customers with key insights into what the top companies are working on. Every top player and their respective company profiles are covered in detail including the latest news and updates of acquisitions and mergers. For more details on the Customer Care BPO market, visit our website here.
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 Customer Care BPO Market Size Growth Rate by Type (2013-2025)
1.4.2 On-Premise CCO
1.4.3 Cloud-based CCO
1.5 Market by Application
1.5.1 Global Customer Care BPO Market Share by Application (2013-2025)
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 Customer Care BPO Market Size
2.2 Customer Care BPO Growth Trends by Regions
2.2.1 Customer Care BPO Market Size by Regions (2013-2025)
2.2.2 Customer Care BPO Market Share by Regions (2013-2018)
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 Customer Care BPO Market Size by Manufacturers
3.1.1 Global Customer Care BPO Revenue by Manufacturers (2013-2018)
3.1.2 Global Customer Care BPO Revenue Market Share by Manufacturers (2013-2018)
3.1.3 Global Customer Care BPO Market Concentration Ratio (CR5 and HHI)
3.2 Customer Care BPO Key Players Head office and Area Served
3.3 Key Players Customer Care BPO Product/Solution/Service
3.4 Date of Enter into Customer Care BPO Market
3.5 Mergers & Acquisitions, Expansion Plans

4 Breakdown Data by Type and Application
4.1 Global Customer Care BPO Market Size by Type (2013-2018)
4.2 Global Customer Care BPO Market Size by Application (2013-2018)

5 United States
5.1 United States Customer Care BPO Market Size (2013-2018)
5.2 Customer Care BPO Key Players in United States
5.3 United States Customer Care BPO Market Size by Type
5.4 United States Customer Care BPO Market Size by Application

6 Europe
6.1 Europe Customer Care BPO Market Size (2013-2018)
6.2 Customer Care BPO Key Players in Europe
6.3 Europe Customer Care BPO Market Size by Type
6.4 Europe Customer Care BPO Market Size by Application

7 China
7.1 China Customer Care BPO Market Size (2013-2018)
7.2 Customer Care BPO Key Players in China
7.3 China Customer Care BPO Market Size by Type
7.4 China Customer Care BPO Market Size by Application

8 Japan
8.1 Japan Customer Care BPO Market Size (2013-2018)
8.2 Customer Care BPO Key Players in Japan
8.3 Japan Customer Care BPO Market Size by Type
8.4 Japan Customer Care BPO Market Size by Application

9 Southeast Asia
9.1 Southeast Asia Customer Care BPO Market Size (2013-2018)
9.2 Customer Care BPO Key Players in Southeast Asia
9.3 Southeast Asia Customer Care BPO Market Size by Type
9.4 Southeast Asia Customer Care BPO Market Size by Application

10 India
10.1 India Customer Care BPO Market Size (2013-2018)
10.2 Customer Care BPO Key Players in India
10.3 India Customer Care BPO Market Size by Type
10.4 India Customer Care BPO Market Size by Application

11 Central & South America
11.1 Central & South America Customer Care BPO Market Size (2013-2018)
11.2 Customer Care BPO Key Players in Central & South America
11.3 Central & South America Customer Care BPO Market Size by Type
11.4 Central & South America Customer Care BPO 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 Customer Care BPO Introduction
12.1.4 Teleperformance Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.2.4 Concentrix (Convergys) Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.3.4 Alorica Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.4.4 Atento Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.5.4 Acticall (Sitel) Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.6.4 Arvato Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.7.4 Sykes Enterprises Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.8.4 TeleTech Holdings Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.9.4 Transcom Revenue in Customer Care BPO Business (2013-2018)
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 Customer Care BPO Introduction
12.10.4 Serco Revenue in Customer Care BPO Business (2013-2018)
12.10.5 Serco Recent Development
12.11 HKT Teleservices
12.12 Comdata

13 Market Forecast 2018-2025
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 (2018-2025)
13.10 Market Size Forecast by Application (2018-2025)

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

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