Pulichser: QY Research
|
September 2019 |
Pages: 100 |
IMR 7386 |
The worldwide outsourced customer care services market is anticipated to witness steady growth by 2025, according to a report available on Innovation Market Research, Inc. The market is expected to grow at a healthy CAGR over the forecast period (2013 to 2025). Preference for non-voice channels for customer handling is the key growth driver. High demand for enhanced customer experience solutions can positively influence growth in the forthcoming years.
Outsourced customer care services can aid to focus on core business services. This allows enterprises to save overhead costs and enhance their service levels. Companies focus on Customer Relationship Management (CRM) to continue retaining their customers. The shift towards cloud and other host-based services is expected to encourage Small and Medium Enterprises (SMEs) to enter the market.
Vendor selection is the key to determine the success of outsourced customer care services within an enterprise. Demand for data integrity & privacy is expected to contribute to the overall market growth. Customized services involve customer in various surveys. Involvement of customers in the launch of new products and services can enhance customer experience.
Multichannel customer experience is the trend currently driving the market. For instance, recently, Teleperformance SA entered into an agreement with Boots UK to manage its contact centers and operations. This partnership is expected to have a positive impact on customer sales of the latter in the years to come. More than 79% of the United Kingdom’s (UK) contracts offered customer support through multiple channels in 2016. Advent of smartphones and tablets has modernized customer service with chatbots and virtual service assistants.
The global market for outsourced customer care services is segmented on the basis of service activities and regions. According to service activities, the market is trifurcated into customer interaction, CRM technology hosting, and fulfillment/logistics. Customer interaction is further divided into technical support/help desk, customer service, marketing, and sales.
Customer interaction can gain significant market share during the forecast period. It provides communications across social media, SMS, e-mail, instant messaging, and telephone. Development of multi-channel communications based process-centric platforms can propel the market growth in the years to come. CRM technology hosting is anticipated to register significant growth by 2020. Ability to reduce cost and improve customer experience can boost this demand over the years to come.
According to regions, the market is categorized into North America, Asia Pacific (APAC), EMEA (Europe and Middle East & Africa), and South America. North America held most of the market share in terms of demand in 2012. It may continue its dominance throughout the forecast period due to growth in wireless communication. Presence of large number of service providers may further support the demand. APAC is anticipated to witness robust growth over the next eight years.
Prominent companies operating in the outsourced customer care services market are Convergys Corporation, Sykes Enterprises, Teleperformance SA, West Corporation, and Stream Global Services. Most companies opt for business acquisition and service expansions as the chief business strategies to gain significant market share. This transaction can help them in getting a larger clientele improved workforce.
Table of Contents
Outsourced Customer Care Services Market Report by Company, Regions, Types and Applications, Global Status and Forecast to 2025
1 Industry Overview of Outsourced Customer Care Services
1.1 Outsourced Customer Care Services Market Overview
1.1.1 Outsourced Customer Care Services Product Scope
1.1.2 Market Status and Outlook
1.2 Global Outsourced Customer Care Services Market Size and Analysis by Regions
1.2.1 North America
1.2.2 Europe
1.2.3 China
1.2.4 Rest of Asia Pacific
1.2.5 Central & South America
1.2.6 Middle East & Africa
1.3 Outsourced Customer Care Services Market by Type
1.3.1 CRM Technology Hosting
1.3.2 Fulfillment/Logistics
1.3.3 Customer Interaction
1.4 Outsourced Customer Care Services Market by End Users/Application
1.4.1 Pharma & Healthcare
1.4.2 Food & Beverages
1.4.3 Chemical & Material
1.4.4 Construction
1.4.5 Logistics
1.4.6 Other
2 Global Outsourced Customer Care Services Competition Analysis by Players
2.1 Outsourced Customer Care Services Market Size (Value) by Players (2017 and 2018)
2.2 Competitive Status and Trend
2.2.1 Market Concentration Rate
2.2.2 Product/Service Differences
2.2.3 New Entrants
2.2.4 The Technology Trends in Future
3 Company (Top Players) Profiles
3.1 Sykes Enterprises
3.1.1 Company Profile
3.1.2 Main Business/Business Overview
3.1.3 Products, Services and Solutions
3.1.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.1.5 Recent Developments
3.2 Synnex Corporation
3.2.1 Company Profile
3.2.2 Main Business/Business Overview
3.2.3 Products, Services and Solutions
3.2.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.2.5 Recent Developments
3.3 TeleTech Holdings Inc.
3.3.1 Company Profile
3.3.2 Main Business/Business Overview
3.3.3 Products, Services and Solutions
3.3.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.3.5 Recent Developments
3.4 Teleperformance
3.4.1 Company Profile
3.4.2 Main Business/Business Overview
3.4.3 Products, Services and Solutions
3.4.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.4.5 Recent Developments
3.5 Transcom Worldwide
3.5.1 Company Profile
3.5.2 Main Business/Business Overview
3.5.3 Products, Services and Solutions
3.5.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.5.5 Recent Developments
3.6 West Corporation
3.6.1 Company Profile
3.6.2 Main Business/Business Overview
3.6.3 Products, Services and Solutions
3.6.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.6.5 Recent Developments
3.7 Infosys
3.7.1 Company Profile
3.7.2 Main Business/Business Overview
3.7.3 Products, Services and Solutions
3.7.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.7.5 Recent Developments
3.8 SPi Global
3.8.1 Company Profile
3.8.2 Main Business/Business Overview
3.8.3 Products, Services and Solutions
3.8.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.8.5 Recent Developments
3.9 StarTek Inc.
3.9.1 Company Profile
3.9.2 Main Business/Business Overview
3.9.3 Products, Services and Solutions
3.9.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.9.5 Recent Developments
3.10 Expert Global Solutions
3.10.1 Company Profile
3.10.2 Main Business/Business Overview
3.10.3 Products, Services and Solutions
3.10.4 Outsourced Customer Care Services Revenue (Value) (2013-2018)
3.10.5 Recent Developments
3.11 Accenture
3.12 Amdocs
3.13 Aegis
3.14 Alorica
3.15 Sitel Worldwide Corporation
3.16 Convergys Corporation
4 Global Outsourced Customer Care Services Market Size by Type and Application (2013-2018)
4.1 Global Outsourced Customer Care Services Market Size by Type (2013-2018)
4.2 Global Outsourced Customer Care Services Market Size by Application (2013-2018)
4.3 Potential Application of Outsourced Customer Care Services in Future
4.4 Top Consumer/End Users of Outsourced Customer Care Services
5 North America Outsourced Customer Care Services Development Status and Outlook
5.1 North America Outsourced Customer Care Services Market Size (2013-2018)
5.2 North America Outsourced Customer Care Services Market Size and Market Share by Players (2017 and 2018)
6 Europe Outsourced Customer Care Services Development Status and Outlook
6.1 Europe Outsourced Customer Care Services Market Size (2013-2018)
6.2 Europe Outsourced Customer Care Services Market Size and Market Share by Players (2017 and 2018)
7 China Outsourced Customer Care Services Development Status and Outlook
7.1 China Outsourced Customer Care Services Market Size (2013-2018)
7.2 China Outsourced Customer Care Services Market Size and Market Share by Players (2017 and 2018)
8 Rest of Asia Pacific Outsourced Customer Care Services Development Status and Outlook
8.1 Rest of Asia Pacific Outsourced Customer Care Services Market Size (2013-2018)
8.2 Rest of Asia Pacific Outsourced Customer Care Services Market Size and Market Share by Players (2017 and 2018)
9 Central & South America Outsourced Customer Care Services Development Status and Outlook
9.1 Central & South America Outsourced Customer Care Services Market Size (2013-2018)
9.2 Central & South America Outsourced Customer Care Services Market Size and Market Share by Players (2017 and 2018)
10 Middle East & Africa Outsourced Customer Care Services Development Status and Outlook
10.1 Middle East & Africa Outsourced Customer Care Services Market Size (2013-2018)
10.2 Middle East & Africa Outsourced Customer Care Services Market Size and Market Share by Players (2017 and 2018)
11 Market Forecast by Regions, Type and Application (2018-2025)
11.1 Global Outsourced Customer Care Services Market Size (Value) by Regions (2018-2025)
11.1.1 North America Outsourced Customer Care Services Revenue and Growth Rate (2018-2025)
11.1.2 Europe Outsourced Customer Care Services Revenue and Growth Rate (2018-2025)
11.1.3 China Outsourced Customer Care Services Revenue and Growth Rate (2018-2025)
11.1.4 Rest of Asia Pacific Outsourced Customer Care Services Revenue and Growth Rate (2018-2025)
11.1.5 Central & South America Outsourced Customer Care Services Revenue and Growth Rate (2018-2025)
11.1.6 Middle East & Africa Outsourced Customer Care Services Revenue and Growth Rate (2018-2025)
11.2 Global Outsourced Customer Care Services Market Size (Value) by Type (2018-2025)
11.3 Global Outsourced Customer Care Services Market Size by Application (2018-2025)
12 Outsourced Customer Care Services Market Dynamics
12.1 Outsourced Customer Care Services Market Opportunities
12.2 Outsourced Customer Care Services Challenge and Risk
12.2.1 Competition from Opponents
12.2.2 Downside Risks of Economy
12.3 Outsourced Customer Care Services Market Constraints and Threat
12.3.1 Threat from Substitute
12.3.2 Government Policy
12.3.3 Technology Risks
12.4 Outsourced Customer Care Services Market Driving Force
12.4.1 Growing Demand from Emerging Markets
12.4.2 Potential Application
13 Market Effect Factors Analysis
13.1 Technology Progress/Risk
13.1.1 Substitutes
13.1.2 Technology Progress in Related Industry
13.2 Consumer Needs Trend/Customer Preference
13.3 External Environmental Change
13.3.1 Economic Fluctuations
13.3.2 Other Risk Factors
14 Research Finding/Conclusion
15 Appendix
Methodology
Analyst Introduction
Data Source
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