ICT & Media

Customer Care BPO Market to 2027 - Global Analysis and Forecasts by Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing); End-User (BFSI, IT & Telecommunication, Manufacturing, Retail & E-Commerce, Healthcare & Pharmaceutical, Transport & Logistics, Media & Communication, and Automotive)

  • THE3217019
  • 164 Pages
  • June 2019
  • ICT & Media
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The global Customer Care BPO Market was valued at US$ 18.11 Bn in 2018 and is expected to grow at a CAGR of 6.2% during the forecast period 2019 - 2027, to account to US$ 30.40 Bn by 2027. Factors such as increasing need for enhanced customer satisfaction, are driving the Customer Care BPO Market growth.

The global Customer Care BPO Market is substantially grown over the years, attributing to the drastic change in consumer behavior towards purchasing and payments. Asia Pacific remains the key market for customer care BPO due to the changing economies and continuous adoption of telecom and BFSI services, among others in the countries of the region. SMEs are expected to witness high demand for cloud PBX during the forecast period. The increasing number of SMEs in developing countries of Asia-Pacific is fueling the demand. Moreover, the government initiatives for the improvement of IT infrastructure in developing countries such as China and India are having a positive impact on the Customer Care BPO Market growth.

The most prominent regions in the global Customer Care BPO Market in terms of market share are North America, Europe, and the Asia Pacific. The Middle East and Africa, and South America held the fourth and fifth position in terms of market shares in the Customer Care BPO Market. The dominance of North America is majorly accountable for a significantly large number of Customer Care BPO Market players in the US. Also, the trend outsourcing is consistently higher in the US and pertaining to the industry scenario; the country has a high number of organizations from numerous industries. The Asia Pacific is estimated to be the highest growing geography during the forecast period from 2019 - 2027. The countries in the Asia Pacific are constantly experiencing the establishments of various multi-national companies as well as the emergence of national or local companies.

The overall Customer Care, BPO Market size, has been derived using both primary and secondary source. The research process begins with exhaustive secondary research using internal and external sources to obtain qualitative and quantitative information related to the Customer Care BPO Market. It also provides the overview and forecast for the global Customer Care BPO Market based on all the segmentation provided for five major regions such as North America, Europe, Asia-Pacific, Middle East & Africa, and South America. Also, primary interviews were conducted with industry participants and commentators to validate data and analysis. The participants who typically take part in such a process include industry expert such as VPs, business development managers, market intelligence managers, and national sales managers, and external consultants such as valuation experts, research analysts, and key opinion leaders specializing in the customer care BPO industry. Some of the key players included in the global Customer Care BPO market are Alorica Inc., Arvato Ag, Atento S.A, Comdata Group, Concentrix Corporation, Sitel Group, Ykes Enterprises, Incorporated and among others.

TABLE OF CONTENTS

1. Introduction

1.1 Scope of the Study

1.2 The Insight Partners Research Report Guidance

2. Key Takeaways

3. Customer Care BPO Market Landscape

3.1 Market Overview

3.2 Market Segmentation

3.2.1 Global Customer Care BPO Market – By Solution

3.2.2 Global Customer Care BPO Market – By End User

3.2.3 Global Customer Care BPO Market – By Geography

3.3 PEST Analysis

3.3.1 North America – PEST Analysis

3.3.2 Europe – PEST Analysis

3.3.3 Asia Pacific – PEST Analysis

3.3.4 Middle East and Africa – PEST Analysis

3.3.5 South America – PEST Analysis

3.4 Ecosystem Analysis

3.5 Expert Opinion

4. Customer Care BPO Market – Key Industry Dynamics

4.1 Key Market Drivers

4.1.1 Increasing need for enhanced customer satisfaction

4.1.2 Demand for reduction in operational cost of businesses

4.2 Key Market Restraints

4.2.1 Cyber-attacks and breach of sensitive client data

4.2.2 High dependency on telecommunication sector

4.3 Key Market Opportunities

4.3.1 Integration of new technologies to offer enhanced customer services

4.4 Future Trends

4.4.1 Geographical concentration of delivery centres

4.5 Impact Analysis of Drivers and Restraints

5. Customer Care BPO – Global Market analysis

5.1 Global Customer Care BPO Market Overview

5.2 Global Customer Care BPO Market Forecast and Analysis

5.3 Market Positioning – Global Top 5 Players Ranking

6. Global Customer Care BPO Market Analysis – By Solution

6.1 Overview

6.2 Global Customer Care BPO Market Breakdown, By Solution, 2018 & 2027

6.3 Onshore Outsourcing

6.3.1 Overview

6.3.2 Onshore Outsourcing Market Forecasts and Analysis

6.4 Offshore Outsourcing

6.4.1 Overview

6.4.2 Offshore Outsourcing Market Forecasts and Analysis

6.5 Nearshore Outsourcing

6.5.1 Overview

6.5.2 Nearshore Outsourcing Market Forecasts and Analysis

7. Customer Care BPO Market Revenue and Forecasts to 2027 – End-user

7.1 Overview

7.2 Global Customer Care BPO Market Breakdown, By end-user, 2018 & 2027

7.3 BFSI

7.3.1 Overview

7.3.2 BFSI Market Forecasts and Analysis

7.4 IT & Telecommunication

7.4.1 Overview

7.4.2 IT & Telecommunication Market Forecasts and Analysis

7.5 Manufacturing, Retail & E-Commerce

7.5.1 Overview

7.5.2 Manufacturing, Retail & E-Commerce Market Forecasts and Analysis

7.6 Healthcare & Pharmaceutical

7.6.1 Overview

7.6.2 Healthcare & Pharmaceutical Market Forecasts and Analysis

7.7 Transport & Logistics

7.7.1 Overview

7.7.2 Transport & Logistics Market Forecasts and Analysis

7.8 Media & Communication

7.8.1 Overview

7.8.2 Media & Communication Market Forecasts and Analysis

7.9 Automotive

7.9.1 Overview

7.9.2 Automotive Market Forecasts and Analysis

7.10 Others

7.10.1 Overview

7.10.2 Others Market Forecasts and Analysis

8. Global Customer Care BPO Market– Geographical Analysis

8.1 Overview

8.2 North America Customer Care BPO Market Revenue and Forecasts to 2027

8.2.1 North America Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

8.2.2 North America Customer Care BPO Market Breakdown by Solution

8.2.3 North America Customer Care BPO Market Breakdown by End-user

8.2.4 North America Customer Care BPO Market Breakdown, by Key Countries

8.2.4.1 U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.2.4.1.1 U.S. Customer Care BPO Market Breakdown by Solution

8.2.4.1.2 U.S. Customer Care BPO Market Breakdown by End-user

8.2.4.2 Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.2.4.3 Canada Customer Care BPO Market Breakdown by Solution

8.2.4.4 Canada Customer Care BPO Market Breakdown by End-user

8.2.4.5 Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.2.4.5.1 Mexico Customer Care BPO Market Breakdown by Solution

8.2.4.5.2 Mexico Customer Care BPO Market Breakdown by End-user

8.3 Europe Customer Care BPO Market Revenue and Forecasts to 2027

8.3.1 Europe Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

8.3.2 Europe Customer Care BPO Market Breakdown by Solution

8.3.3 Europe Customer Care BPO Market Breakdown by End-user

8.3.4 Europe Customer Care BPO Market Breakdown, by Key Countries

8.3.4.1 France Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.3.4.1.1 France Customer Care BPO Market Breakdown by Solution

8.3.4.1.2 France Customer Care BPO Market Breakdown by End-user

8.3.4.2 Germany Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.3.4.2.1 Germany Customer Care BPO Market Breakdown by Solution

8.3.4.2.2 Germany Customer Care BPO Market Breakdown by End-user

8.3.4.3 Italy Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.3.4.3.1 Italy Customer Care BPO Market Breakdown by Solution

8.3.4.3.2 Italy Customer Care BPO Market Breakdown by End-user

8.3.4.4 U.K. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.3.4.4.1 U.K Customer Care BPO Market Breakdown by Solution

8.3.4.4.2 U.K Customer Care BPO Market Breakdown by End-user

8.3.4.5 Russia Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.3.4.5.1 Russia Customer Care BPO Market Breakdown by Solution

8.3.4.5.2 Russia Customer Care BPO Market Breakdown by End-user

8.3.4.6 Rest of Europe Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.3.4.6.1 Rest of Europe Customer Care BPO Market Breakdown by Solution

8.3.4.6.2 Rest of Europe Customer Care BPO Market Breakdown by End-user

8.4 Asia Pacific Customer Care BPO Market Revenue and Forecasts to 2027

8.4.1 Asia Pacific Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

8.4.2 Asia Pacific Customer Care BPO Market Breakdown by Solution

8.4.3 Asia Pacific Customer Care BPO Market Breakdown by End-user

8.4.4 Asia Pacific Customer Care BPO Market Breakdown, by Key Countries

8.4.4.1 China Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.4.4.1.1 China Customer Care BPO Market Breakdown by Solution

8.4.4.1.2 China Customer Care BPO Market Breakdown by End-user

8.4.4.2 Japan Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.4.4.2.1 Japan Customer Care BPO Market Breakdown by Solution

8.4.4.2.2 Japan Customer Care BPO Market Breakdown by End-user

8.4.4.3 India Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.4.4.3.1 India Customer Care BPO Market Breakdown by Solution

8.4.4.3.2 India Customer Care BPO Market Breakdown by End-user

8.4.4.4 Australia Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.4.4.4.1 Australia Customer Care BPO Market Breakdown by Solution

8.4.4.4.2 Australia Customer Care BPO Market Breakdown by End-user

8.4.4.5 South Korea Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.4.4.5.1 South Korea Customer Care BPO Market Breakdown by Solution

8.4.4.5.2 South Korea Customer Care BPO Market Breakdown by End-user

8.4.4.6 Rest of APAC Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.4.4.6.1 Rest of APAC Customer Care BPO Market Breakdown by Solution

8.4.4.6.2 Rest of APAC Customer Care BPO Market Breakdown by End-user

8.5 Middle East & Africa Customer Care BPO Market Revenue and Forecasts to 2027

8.5.1 Middle East & Africa Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

8.5.2 Middle East & Africa Customer Care BPO Market Breakdown by Solution

8.5.3 Middle East & Africa Customer Care BPO Market Breakdown by End-user

8.5.4 Middle East & Africa Customer Care BPO Market Breakdown, by Key Countries

8.5.4.1 UAE Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.5.4.1.1 UAE Customer Care BPO Market Breakdown by Solution

8.5.4.1.2 UAE Customer Care BPO Market Breakdown by End-user

8.5.4.2 Saudi Arabia Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.5.4.2.1 Saudi Arabia Customer Care BPO Market Breakdown by Solution

8.5.4.2.2 Saudi Arabia Customer Care BPO Market Breakdown by End-user

8.5.4.3 South Africa Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.5.4.3.1 South Africa Customer Care BPO Market Breakdown by Solution

8.5.4.3.2 South Africa Customer Care BPO Market Breakdown by End-user

8.5.4.4 Rest of MEA Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.5.4.4.1 Rest of MEA Customer Care BPO Market Breakdown by Solution

8.5.4.4.2 Rest of MEA Customer Care BPO Market Breakdown by End-user

8.6 South America Customer Care BPO Market Revenue and Forecasts to 2027

8.6.1 South America Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

8.6.2 South America Customer Care BPO Market Breakdown by Solution

8.6.3 South America Customer Care BPO Market Breakdown by End-user

8.6.4 South America Customer Care BPO Market Breakdown, by Key Countries

8.6.4.1 Brazil Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.6.4.1.1 Brazil Customer Care BPO Market Breakdown by Solution

8.6.4.1.2 Brazil Customer Care BPO Market Breakdown by End-user

8.6.4.2 Argentina Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.6.4.2.1 Argentina Customer Care BPO Market Breakdown by Solution

8.6.4.2.2 Argentina Customer Care BPO Market Breakdown by End-user

8.6.4.3 Rest of SAM Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)

8.6.4.3.1 Rest of SAM Customer Care BPO Market Breakdown by Solution

8.6.4.3.2 Rest of SAM Customer Care BPO Market Breakdown by End-user

9. Customer Care BPO Market - Industry Landscape

9.1 Market Initiative

9.2 Merger and Acquisition

10. Customer Care BPO Market – Company profile

10.1 Alorica Inc.

10.1.1 Key Facts

10.1.2 Business Description

10.1.3 Products and Services

10.1.4 SWOT Analysis

10.1.5 Key Developments

10.2 Arvato AG

10.2.1 Key Facts

10.2.2 Business Description

10.2.3 Products and Services

10.2.4 Financial Overview

10.2.5 SWOT Analysis

10.2.6 Key Developments

10.3 Atento S.A.

10.3.1 Key Facts

10.3.2 Business Description

10.3.3 Products and Services

10.3.4 Financial Overview

10.3.5 SWOT Analysis

10.3.6 Key Developments

10.4 Comdata Group

10.4.1 Key Facts

10.4.2 Business Description

10.4.3 Products and Services

10.4.4 SWOT Analysis

10.4.5 Key Developments

10.5 Concentrix Corporation

10.5.1 Key Facts

10.5.2 Business Description

10.5.3 Products and Services

10.5.4 Financial Overview

10.5.5 SWOT Analysis

10.5.6 Key Developments

10.6 SITEL Group

10.6.1 Key Facts

10.6.2 Business Description

10.6.3 Products and Services

10.6.4 Financial Overview

10.6.5 SWOT Analysis

10.6.6 Key Developments

10.7 Sykes Enterprises, Inc.

10.7.1 Key Facts

10.7.2 Business Description

10.7.3 Products and Services

10.7.4 Financial Overview

10.7.5 SWOT Analysis

10.7.6 Key Developments

10.8 Teletech Holdings

10.8.1 Key Facts

10.8.2 Business Description

10.8.3 Products and Services

10.8.4 Financial Overview

10.8.5 SWOT Analysis

10.8.6 Key Developments

10.9 Teleperformance

10.9.1 Key Facts

10.9.2 Business Description

10.9.3 Products and Services

10.9.4 Financial Overview

10.9.5 SWOT Analysis

10.9.6 Key Developments

10.10 Web help

10.10.1 Key Facts

10.10.2 Business Description

10.10.3 Products and Services

10.10.4 Financial Overview

10.10.5 SWOT Analysis

10.10.6 Key Developments

11. Appendix

11.1 About The Insight Partners

11.2 Glossary of Terms

11.3 Methodology

11.3.1 Coverage

11.3.2 Secondary Research

11.3.3 Primary Research

LIST OF TABLES

TABLE 1. Global Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

TABLE 2. Global Customer Care BPO Market Revenue and Forecasts to 2027, by Geography (US$ Bn)

TABLE 3. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 4. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 5. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 6. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 7. Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 8. CANADA Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 9. MEXICO Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 10. MEXICO Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 11. Europe Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 12. Europe Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 13. France Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 14. FRANCE Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 15. Germany Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 16. Germany Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 17. Germany Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 18. Italy Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 19. U.K Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 20. U.K Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 21. Russia Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 22. Russia Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 23. rest of Europe Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 24. Rest of Europe Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 25. Asia Pacific Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 26. Asia Pacific Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 27. China Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 28. China Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 29. Japan Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 30. Japan Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 31. India Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 32. India Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 33. Australia Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 34. Australia Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 35. South Korea Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 36. South Korea Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 37. Rest of APAC Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 38. Rest of APAC Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 39. Middle East & Africa Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 40. Middle East & Africa Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 41. UAE Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 42. UAE Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 43. Saudi Arabia Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 44. Saudi Arabia Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 45. South Africa Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 46. South Africa Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 47. Rest of MEA Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 48. Rest of MEA Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 49. South America Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 50. South America Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 51. Brazil Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 52. Brazil Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 53. Argentina Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 54. Argentina Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 55. Rest of SAM Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)

TABLE 56. Rest of SAM Customer Care BPO Market Revenue and Forecasts to 2027 – By End-user (US$ Bn)

TABLE 57. Glossary of Term: Customer Care BPO Market

 
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