Contact Center Outsourcing Market 2021 Trending Technologies, Innovations, New Developments - Atento S.A, Sykes Enterprises, Incorporated, DATAMARK Inc., Scicom Berhad, Firstsource Solutions Limited

The “Contact Center Outsourcing Market” report is an in-depth study of the market, along with an analysis of its key segments. The relationship is built through extensive primary and secondary research. In-depth market data is generated through interviews and data collection from industry experts and professionals. The study is a detailed document on key aspects of the markets including trends, segmentation, growth prospects, opportunities, challenges, and competitive analysis.

The Contact Center Outsourcing Market is expected to reach a CAGR of 9% over the forecast period (2020-2025).

The report is updated with the impact of the currently ongoing COVID-19 pandemic. The pandemic has dynamically affected key market segments and changed the growth pattern and demands in the Contact Center Outsourcing market. The report covers an in-depth analysis of these changes and provides an accurate estimate of the market growth forecast after the impact of the pandemic.

The report presents the market competitive landscape and a corresponding detailed analysis of the major vendor/key players in the market. Top Companies in the Global Contact Center Outsourcing Market: - Atento S.A, - Sykes Enterprises, Incorporated, - DATAMARK Inc., - Scicom Berhad, - Firstsource Solutions Limited, - Teleperformance, SA, - TTEC Holdings Inc., - Startek, - HGS Ltd.

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Industry News and Developments:

- In June 2020, TTEC Holdings, Inc. announced the availability of virtual contact center solutions in the Asia Pacific and European regions. The at-home solutions are a combination of the quality management and security of TTEC's brick-and-mortar contact center operations. The speed, flexibility, and favorable cost structure determine the edge that its virtual contact center can deliver. The solution is made available across the United States, Canada, Philippines, and Greece and would launch to Mexico, Australia, New Zealand, the United Kingdom, and India soon.

- In May 2020, Riot Games signed a partnership with Atento to provide services to Brazilian players. The project covers different stages, such as recruitment, selection, and training 100% remotely due to the latest events caused by the COVID-19 pandemic._

Key Market Trends

Multi Channel Customer Engagement Trends are Expected to Boost the Market Growth

- Being viewed as a strategic customer engagement tool, the multi-channel approach by contact centers enable more robust relationships with customers. The rise of data collection, analysis, and data science can be considered as a prime driver for the same. The access to data, businesses are basing their decision on actionable insights, thus, leading to better solutions for both customers and companies. Therefore, tech-savvy organizations are observed to have been opting for a multi-channel approach where customers needs can be addressed across multiple platforms. _

- With digital transformations and customers being available at multi-platforms, the creation of satisfied customers is dependent on a smooth, hassle-free experience. This is possible via catering to their preferred mode of communication for their customers as the communication technology adoption on the contact center level._ Key considerations to opt for multi-channel customer engagement has been attributed to the need for personalized content and availability at all platforms. The personalized experience delivery has led the engagement strategies to retain an average of 89% of customers, as compared to companies without such plans retaining 33%.

- Currently, 95% of organizations believe that customer service plays into brand loyalty, as per Microsoft 2018 studies. Another study by American Express suggests that about 33% of consumers switch brand preferences after one instance of poor customer service._

- Among various services, chat has developed as the most preferred channel of engagement over the past few years. By offering real-time chat options during the shopping experience and across post-purchase needs, 73% of customers suggested that live chat has been the most satisfying way of communicating with a business. _With the increasing demand for seamless and efficient multi-channel engagement trends, the market for contact center outsourcing is expected to increase.

For a comprehensive understanding of market dynamics, the global Contact Center Outsourcing market is analyzed across key geographies namely: United States, China, Europe, Japan, South-east Asia, India, and others. Each of these regions is analyzed on basis of market findings across major countries in these regions for a macro-level understanding of the market.

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Influence of the Contact Center Outsourcing market report:

-Comprehensive assessment of all opportunities and risks in the Contact Center Outsourcing market.

–Contact Center Outsourcing market recent innovations and major events.

-Detailed study of business strategies for growth of the Contact Center Outsourcing market-leading players.

-Conclusive study about the growth plot of Contact Center Outsourcing market for forthcoming years.

-In-depth understanding of Contact Center Outsourcing market-particular drivers, constraints, and major micro markets.

-Favourable impression inside vital technological and market latest trends striking the Contact Center Outsourcing market.

What are the market factors that are explained in the report?

-Key Strategic Developments: The study also includes the key strategic developments of the market, comprising R&D, new product launch, M&A, agreements, collaborations, partnerships, joint ventures, and regional growth of the leading competitors operating in the market on a global and regional scale.

-Key Market Features: The report evaluated key market features, including revenue, price, capacity, capacity utilization rate, gross, production, production rate, consumption, import/export, supply/demand, cost, market share, CAGR, and gross margin. In addition, the study offers a comprehensive study of the key market dynamics and their latest trends, along with pertinent market segments and sub-segments.

-Analytical Tools: The Global Contact Center Outsourcing Market report includes the accurately studied and assessed data of the key industry players and their scope in the market by means of a number of analytical tools. The analytical tools such as Porter’s five forces analysis, SWOT analysis, feasibility study, and investment return analysis have been used to analyze the growth of the key players operating in the market.

The research includes historic data from 2015 to 2021 and forecasts until 2026 which makes the reports an invaluable resource for industry executives, marketing, sales and product managers, consultants, analysts, and other people looking for key industry data in readily accessible documents with clearly presented tables and graphs.

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