Press release
Call Center Outsourcing Market Size is Expected to Grow with a Remarkable CAGR of During 2019-2023
Call Center Outsourcing Market
A call center is also known as a call center suite which is a centralized facility designed to handle large amounts of incoming and outgoing calls for an organization. The telephonic communication in a call center is both with the new and existing customers. A call center has automatic call distribution, outbound dialling, telephone switches, interactive voice response, intelligent routing, and various other components to attend to customer queries.
A call center provides inbound as well as outbound services for large organizations. The inbound services include customer service, inquiry handling, tech support solutions, sales lead qualification, and other services, whereas outbound services include cross-selling and upselling, market research and survey, lead generation, product service promotion, appointment setting, and other services.
A call center outsourcing is a term used when an organization ties up with another organization having expertise in providing call center services. The global market for call center outsourcing is growing at a CAGR of 8% in the forecast period. Many large organizations outsource call center services for cost benefit, flexibility, improved productivity, and efficiency in customer support. The cost can be reduced as the infrastructure, staff, and overhead cost reduce. In addition to these, the efficiency and productivity of an organization increase on outsourcing call center service, as there are employees dedicated only to handle customer calls and queries.
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Organizations are using cloud-based services, adding a customized feature of video chat, predictive analytics, virtual agents, and various other features to enhance customer experience and provide better services compared to their counterparts. Outsourcing of call center services provides numerous advantages but at the same time, can affect an organizations reputation if the customers experience dissatisfaction. An organization may lose its customers owing to linguistic and cultural barriers, lack of knowledge by the call center service provider about the company it is working for, security and privacy concerns, and many such issues.
Table Of Content
Chapter 1 Preface
1.1 Report Description
1.2 Research Scope
1.3 Research Methodology
1.4 Market Segmentation Scope
Chapter 2 Executive Summary
2.1 Market Summary
2.2 Market Dynamics
2.3 Global Call Center Outsourcing Market, by Segment, 2018
2.4 Premium Insights
Chapter 3 Market Dynamics
3.1 Market Overview
3.2 Market Drivers
3.3 Market Restraints
3.4 Market Opportunities
3.5 Industry Value Chain Analysis
3.6 Industry SWOT Analysis
Chapter 4 Global Call Center Outsourcing Market, by Product Type
4.1 Market Overview, by Product Type
4.2 Inbound Services
4.3 Outbound Services
4.4 Others
Chapter 5 Global Call Center Outsourcing Market, by End-use Industry
5.1 Market Overview, by End-use Industry
5.2 BFSI
5.3 Retail and E-commerce
5.4 Government
5.5 IT and Telecom
5.6 Defense
5.7 Others
Chapter 6 Global Call Center Outsourcing Market, by Region
6.1 Market Overview, by Region
6.2 Attractive Investment Opportunity, by Region, 2018
6.3 North America Call Center Outsourcing Market
6.4 Europe Call Center Outsourcing Market
6.5 Asia Pacific Call Center Outsourcing Market
6.6 Latin America Call Center Outsourcing Market
6.7 Middle East & Africa Call Center Outsourcing Market
Chapter 7 Competitive Intelligence
7.1 Introduction
7.2 Players Evaluated During the Study
7.3 Market Players Present in Market Life Cycle
7.4 Top 5 Players Comparison
7.5 Market Positioning of Key Players, 2018
7.6 Market Players Mapping
7.7 Strategies Adopted by Key Market Players
7.8 Recent Developments in the Market
7.9 Operational Efficiency Comparison by Key Players
Chapter 8 Company Profiles
8.1 Accenture
8.2 Capgemini
8.3 Cognizant
8.4 Go4Customer
8.5 HCL Technologies
8.6 IBM Global Services
8.7 Infosys
8.8 Tata Consultancy Services
8.9 Tech Mahindra
8.10 WNS Global Services
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