Europe Customer Care BPO Market to 2027 - Regional 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)
- THE3243797
- 141 Pages
- July 2019
- ICT & Media
Over the years, customer care BPO services are providing cost-effective services to their customers. To offer enhanced services to its customer in the competitive market, vendors are implanting various technologies such as RPA (robotic process automation) and AI (artificial intelligence). The RPA has profoundly impacted the entire BPO service. RPA is a cost-efficient, high speed with enhanced efficiency in customer service. Along with call center services, vendors offer real-time analysis and insights based on customer data. Vendors have a tremendous opportunity to serve customers by implementing these new technologies along with the service portfolio.
The Europe customer care BPO market is fragmented with the presence of several industries, and the competitive dynamics in the customer care BPO market is expected to change during the upcoming years. The customer care BPO market is highly competitive with the presence of some of the prominent players that capture a significant share of the customer care BPO market.
The customer care BPO market by the solution is segmented into onshore outsourcing, offshore outsourcing, and nearshore outsourcing. Onshore customer care BPO are the firms which provide its services to the companies present in the same country or region. The onshore customer care provides smooth training, deployment, communication, and many other functions which are crucial for the business customer service. With this onshore customer care, the companies reduce its labor costs to some extent and take advantage from highly skilled labor less cultural barrier, but the cost of onshore customer service is high as compared to offshore or nearshore locations. The call center agents have a superior grasp on English, and the ability to get linked with its customers with ease in both tangible and intangible ways and improve customer satisfaction. This onshore customer service is majorly beneficial for the industries selling their products or service with a certain level of complexity, or higher level of technical knowledge.
The overall Europe 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 Europe customer care BPO market. It also provides an overview and forecast for the Europe customer care BPO market based on all the segmentation provided for the Europe region. 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 V.P.s, 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 Europe customer care BPO industry. Some of the players present in customer care BPO market are ALORICA INC, Arvato AG, Atento, Comdata, Concentrix Corporation, Sitel Group, Sykes Enterprises, Incorporated, Teleperformance, Teletech Holdings, and Webhelp Group among others.
1. Introduction
1.1 Scope of The Study
1.2 The Insight Partners Research Report Guidance
2. Key Takeaways
3. Europe Customer Care BPO Market Landscape
3.1 Market Overview
3.2 Market Segmentation
3.2.1 Europe Customer Care BPO Market – By Solution
3.2.2 Europe Customer Care BPO Market – By End User
3.2.3 Europe Customer Care BPO Market – By Geography
3.3 PEST Analysis
3.3.1 Europe – PEST Analysis
3.4 Ecosystem Analysis
3.5 Expert Opinion
4. Europe Customer Care BPO Market – Key Industry Dynamics
4.1 Key Market Drivers
4.1.1 Growing Focus Towards Enhanced Customer Satisfaction
4.1.2 Increasing Demand for Reducing Operational Cost and Improving the Efficiency
4.2 Key Market Restraints
4.2.1 Increasing Number of Cyber-Attacks and Loss of Client’s Sensitive Data
4.2.2 High Dependency on Telecommunication Sector
4.3 Key Market Opportunities
4.3.1 Advancements in Technologies to Improve the Customer Experience
4.4 Future Trends
4.4.1 Geographical Concentration of Delivery Centres
4.5 Impact Analysis of Drivers and Restraints
5. Europe Customer Care BPO –Market Analysis
5.1 Europe Customer Care BPO Market Overview
5.2 Europe Customer Care BPO Market Forecast and Analysis
6. Europe Customer Care BPO Market Analysis – By Solution
6.1 Overview
6.2 Europe 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. Europe Customer Care BPO Market Analysis – By End-User
7.1 Overview
7.2 Europe 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. Europe Customer Care BPO Market– Country Analysis
8.1 Overview
8.1.1 Europe Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
8.1.2 Europe Customer care BPO Market Breakdown, by Key Countries
8.1.2.1 France Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.2.1.1 France Customer Care BPO Market Breakdown by Solution
8.1.2.1.2 France Customer Care BPO Market Breakdown by End-User
8.1.2.2 Germany Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.2.2.1 Germany Customer Care BPO Market Breakdown by Solution
8.1.2.2.2 Germany Customer Care BPO Market Breakdown by End-User
8.1.2.3 Italy Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.2.3.1 Italy Customer Care BPO Market Breakdown by Solution
8.1.2.3.2 Italy Customer Care BPO Market Breakdown by End-User
8.1.2.4 U.K. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.2.4.1 UK Customer Care BPO Market Breakdown by Solution
8.1.2.4.2 U.K Customer Care BPO Market Breakdown by End-User
8.1.2.5 Russia Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.2.5.1 Russia Customer Care BPO Market Breakdown by Solution
8.1.2.5.2 Russia Customer Care BPO Market Breakdown by End-User
8.1.2.6 Rest of Europe Customer care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.2.6.1 Rest of Europe Customer Care BPO Market Breakdown by Solution
8.1.2.6.2 Rest of Europe 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, Incorporated
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 SE
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 Webhelp
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
Table 1. Europe Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Table 2. Europe Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (Us$ Bn)
Table 3. Europe Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Mn)
Table 4. France Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)
Table 5. France Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)
Table 6. Germany Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)
Table 7. Germany Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)
Table 8. Italy Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)
Table 9. Italy Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)
Table 10. UK Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)
Table 11. U.K Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)
Table 12. Russia Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)
Table 13. Russia Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)
Table 14. Rest of Europe Customer Care BPO Market Revenue and Forecasts To 2027 – By Solution (US$ Bn)
Table 15. Rest of Europe Customer Care BPO Market Revenue and Forecasts To 2027 – By End-User (US$ Bn)
Table 16. Glossary of Term: Eruope Customer Care BPO Market
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