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レポート概要
| 360iResearch社は、2021年に235.8億ドルであった世界のコールセンター市場規模が、2022年に253.7億ドルへと拡大し、その後CAGR 7.82％で成長して2027年までに370.7億ドルに達すると予測しています。当書は、コールセンターの世界市場を総合的に分析し、序論、調査方法、エグゼクティブサマリー、市場概要、市場インサイト、コンポーネント別（コンサルティング＆トレーニング、統合＆展開、ソリューション、サポート＆メンテナンス）分析、展開別（クラウドベース、ハイブリッド、オンプレミス）分析、産業別（金融、政府、医療、IT＆通信、メディア＆エンターテインメント）分析、地域別（南北アメリカ、アメリカ、カナダ、ブラジル、アジア太平洋、日本、中国、インド、韓国、台湾、ヨーロッパ/中東/アフリカ、イギリス、ドイツ、フランス、ロシア、その他）分析、競争状況、企業情報などの項目をまとめています。なお、当書に掲載されている企業情報には、Alliance Data Systems Inc.、Alorica Inc.、ATOS S.A.、BT Communications Ltd.、Capita Customer Management Ltd、Concentrix、Convergys Corporation、Entel Call Centre、EXL Service Holding Inc.、Genpact Limited、HCL BPO Services NI Ltd.などが含まれています。 ・序論 ・調査方法 ・エグゼクティブサマリー ・市場概要 ・市場インサイト ・世界のコールセンター市場規模：コンポーネント別 - コンサルティング＆トレーニングの市場規模 - 統合＆展開の市場規模 - ソリューションの市場規模 - サポート＆メンテナンスの市場規模 ・世界のコールセンター市場規模：展開別 - クラウドベースの市場規模 - ハイブリッドの市場規模 - オンプレミスの市場規模 ・世界のコールセンター市場規模：産業別 - 金融における市場規模 - 政府における市場規模 - 医療における市場規模 - IT＆通信における市場規模 - メディア＆エンターテインメントにおける市場規模 ・世界のコールセンター市場規模：地域別 - 南北アメリカのコールセンター市場規模 アメリカのコールセンター市場規模 カナダのコールセンター市場規模 ブラジルのコールセンター市場規模 ... - アジア太平洋のコールセンター市場規模 日本のコールセンター市場規模 中国のコールセンター市場規模 インドのコールセンター市場規模 韓国のコールセンター市場規模 台湾のコールセンター市場規模 ... - ヨーロッパ/中東/アフリカのコールセンター市場規模 イギリスのコールセンター市場規模 ドイツのコールセンター市場規模 フランスのコールセンター市場規模 ロシアのコールセンター市場規模 ... - その他地域のコールセンター市場規模 ・競争状況 ・企業情報 |
The Global Call Centres Market size was estimated at USD 23.58 billion in 2021 and expected to reach USD 25.37 billion in 2022, and is projected to grow at a CAGR 7.82% to reach USD 37.07 billion by 2027.
Market Statistics:
The report provides market sizing and forecast across 7 major currencies – USD, EUR, JPY, GBP, AUD, CAD, and CHF. It helps organization leaders make better decisions when currency exchange data is readily available. In this report, the years 2018 and 2020 are considered as historical years, 2021 as the base year, 2022 as the estimated year, and years from 2023 to 2027 are considered as the forecast period.
Market Segmentation & Coverage:
This research report categorizes the Call Centres to forecast the revenues and analyze the trends in each of the following sub-markets:
Based on Component, the market was studied across Consulting & Training, Integration & Deployment, Solutions, and Support & Maintenance. The Solutions is further studied across Automatic Call Distributors, Call Center Workforce Optimization, Computer Telephony Integration, Intelligent Call Routing, Intelligent Virtual Assistants, Interactive Voice Response, and Reporting & Analytics.
Based on Deployment, the market was studied across Cloud-based Call Centers, Hybrid Call Centers, and On-premise Call Centers.
Based on Vertical, the market was studied across BFSI, Government, Healthcare, IT & Telecom, Media & Entertainment, Retail & Consumer Goods, and Travel & Hospitality.
Based on Region, the market was studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom.
Cumulative Impact of COVID-19:
COVID-19 is an incomparable global public health emergency that has affected almost every industry, and the long-term effects are projected to impact the industry growth during the forecast period. Our ongoing research amplifies our research framework to ensure the inclusion of underlying COVID-19 issues and potential paths forward. The report delivers insights on COVID-19 considering the changes in consumer behavior and demand, purchasing patterns, re-routing of the supply chain, dynamics of current market forces, and the significant interventions of governments. The updated study provides insights, analysis, estimations, and forecasts, considering the COVID-19 impact on the market.
Cumulative Impact of 2022 Russia Ukraine Conflict:
We continuously monitor and update reports on political and economic uncertainty due to the Russian invasion of Ukraine. Negative impacts are significantly foreseen globally, especially across Eastern Europe, European Union, Eastern & Central Asia, and the United States. This contention has severely affected lives and livelihoods and represents far-reaching disruptions in trade dynamics. The potential effects of ongoing war and uncertainty in Eastern Europe are expected to have an adverse impact on the world economy, with especially long-term harsh effects on Russia.This report uncovers the impact of demand & supply, pricing variants, strategic uptake of vendors, and recommendations for Call Centres market considering the current update on the conflict and its global response.
Competitive Strategic Window:
The Competitive Strategic Window analyses the competitive landscape in terms of markets, applications, and geographies to help the vendor define an alignment or fit between their capabilities and opportunities for future growth prospects. It describes the optimal or favorable fit for the vendors to adopt successive merger and acquisition strategies, geography expansion, research & development, and new product introduction strategies to execute further business expansion and growth during a forecast period.
FPNV Positioning Matrix:
The FPNV Positioning Matrix evaluates and categorizes the vendors in the Call Centres Market based on Business Strategy (Business Growth, Industry Coverage, Financial Viability, and Channel Support) and Product Satisfaction (Value for Money, Ease of Use, Product Features, and Customer Support) that aids businesses in better decision making and understanding the competitive landscape.
Market Share Analysis:
The Market Share Analysis offers the analysis of vendors considering their contribution to the overall market. It provides the idea of its revenue generation into the overall market compared to other vendors in the space. It provides insights into how vendors are performing in terms of revenue generation and customer base compared to others. Knowing market share offers an idea of the size and competitiveness of the vendors for the base year. It reveals the market characteristics in terms of accumulation, fragmentation, dominance, and amalgamation traits.
Competitive Scenario:
The Competitive Scenario provides an outlook analysis of the various business growth strategies adopted by the vendors. The news covered in this section deliver valuable thoughts at the different stage while keeping up-to-date with the business and engage stakeholders in the economic debate. The competitive scenario represents press releases or news of the companies categorized into Merger & Acquisition, Agreement, Collaboration, & Partnership, New Product Launch & Enhancement, Investment & Funding, and Award, Recognition, & Expansion. All the news collected help vendor to understand the gaps in the marketplace and competitor’s strength and weakness thereby, providing insights to enhance product and service.
Company Usability Profiles:
The report profoundly explores the recent significant developments by the leading vendors and innovation profiles in the Global Call Centres Market, including Alliance Data Systems Inc., Alorica Inc., ATOS S.A., BT Communications Ltd., Capita Customer Management Ltd, Concentrix, Convergys Corporation, Entel Call Centre, EXL Service Holding Inc., Genpact Limited, HCL BPO Services NI Ltd., IBEX Global, IBM Global Process Services Pvt Ltd, Plusoft Informatica Ltd., Sykes Enterprises Inc., Tata Consultancy Services Ltd., Teleperformance SE, TTEC Holdings Inc., West Corporation, and Wipro Ltd..
The report provides insights on the following pointers:
1. Market Penetration: Provides comprehensive information on the market offered by the key players
2. Market Development: Provides in-depth information about lucrative emerging markets and analyze penetration across mature segments of the markets
3. Market Diversification: Provides detailed information about new product launches, untapped geographies, recent developments, and investments
4. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, certification, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players
5. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and breakthrough product developments
The report answers questions such as:
1. What is the market size and forecast of the Global Call Centres Market?
2. What are the inhibiting factors and impact of COVID-19 shaping the Global Call Centres Market during the forecast period?
3. Which are the products/segments/applications/areas to invest in over the forecast period in the Global Call Centres Market?
4. What is the competitive strategic window for opportunities in the Global Call Centres Market?
5. What are the technology trends and regulatory frameworks in the Global Call Centres Market?
6. What is the market share of the leading vendors in the Global Call Centres Market?
7. What modes and strategic moves are considered suitable for entering the Global Call Centres Market?
1. Preface
1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Limitations
1.7. Assumptions
1.8. Stakeholders
2. Research Methodology
2.1. Define: Research Objective
2.2. Determine: Research Design
2.3. Prepare: Research Instrument
2.4. Collect: Data Source
2.5. Analyze: Data Interpretation
2.6. Formulate: Data Verification
2.7. Publish: Research Report
2.8. Repeat: Report Update
3. Executive Summary
4. Market Overview
5. Market Insights
5.1. Market Dynamics
5.1.1. Drivers
5.1.1.1. Growing focus of major players on providing better services to the customers
5.1.1.2. The increasing use of RPA in call centers
5.1.1.3. Significant increase in the importance of self service
5.1.2. Restraints
5.1.2.1. Involvement of various complexities in the processes of call centre
5.1.3. Opportunities
5.1.3.1. Increased productivity with the introduction of artificial intelligence
5.1.3.2. Continuous reshaping of call centres due to introduction of cloud communication
5.1.4. Challenges
5.1.4.1. Call centres and the regulatory environment
5.2. Cumulative Impact of COVID-19
6. Call Centres Market, by Component
6.1. Introduction
6.2. Consulting & Training
6.3. Integration & Deployment
6.4. Solutions
6.5.1. Automatic Call Distributors
6.5.2. Call Center Workforce Optimization
6.5.3. Computer Telephony Integration
6.5.4. Intelligent Call Routing
6.5.5. Intelligent Virtual Assistants
6.5.6. Interactive Voice Response
6.5.7. Reporting & Analytics
6.5. Support & Maintenance
7. Call Centres Market, by Deployment
7.1. Introduction
7.2. Cloud-based Call Centers
7.3. Hybrid Call Centers
7.4. On-premise Call Centers
8. Call Centres Market, by Vertical
8.1. Introduction
8.2. BFSI
8.3. Government
8.4. Healthcare
8.5. IT & Telecom
8.6. Media & Entertainment
8.7. Retail & Consumer Goods
8.8. Travel & Hospitality
9. Americas Call Centres Market
9.1. Introduction
9.2. Argentina
9.3. Brazil
9.4. Canada
9.5. Mexico
9.6. United States
10. Asia-Pacific Call Centres Market
10.1. Introduction
10.2. Australia
10.3. China
10.4. India
10.5. Indonesia
10.6. Japan
10.7. Malaysia
10.8. Philippines
10.9. Singapore
10.10. South Korea
10.11. Taiwan
10.12. Thailand
10.13. Vietnam
11. Europe, Middle East & Africa Call Centres Market
11.1. Introduction
11.2. Denmark
11.3. Egypt
11.4. Finland
11.5. France
11.6. Germany
11.7. Israel
11.8. Italy
11.9. Netherlands
11.10. Nigeria
11.11. Norway
11.12. Poland
11.13. Qatar
11.14. Russia
11.15. Saudi Arabia
11.16. South Africa
11.17. Spain
11.18. Sweden
11.19. Switzerland
11.20. Turkey
11.21. United Arab Emirates
11.22. United Kingdom
12. Competitive Landscape
12.1. FPNV Positioning Matrix
12.1.1. Quadrants
12.1.2. Business Strategy
12.1.3. Product Satisfaction
12.2. Market Ranking Analysis, By Key Player
12.3. Market Share Analysis, By Key Player
12.4. Competitive Scenario
12.4.1. Merger & Acquisition
12.4.2. Agreement, Collaboration, & Partnership
12.4.3. New Product Launch & Enhancement
12.4.4. Investment & Funding
12.4.5. Award, Recognition, & Expansion
13. Company Usability Profiles
13.1. Alliance Data Systems Inc.
13.1.1. Business Overview
13.1.2. Key Executives
13.1.3. Product & Services
13.2. Alorica Inc.
13.2.1. Business Overview
13.2.2. Key Executives
13.2.3. Product & Services
13.3. ATOS S.A.
13.3.1. Business Overview
13.3.2. Key Executives
13.3.3. Product & Services
13.4. BT Communications Ltd.
13.4.1. Business Overview
13.4.2. Key Executives
13.4.3. Product & Services
13.5. Capita Customer Management Ltd
13.5.1. Business Overview
13.5.2. Key Executives
13.5.3. Product & Services
13.6. Concentrix
13.6.1. Business Overview
13.6.2. Key Executives
13.6.3. Product & Services
13.7. Convergys Corporation
13.7.1. Business Overview
13.7.2. Key Executives
13.7.3. Product & Services
13.8. Entel Call Centre
13.8.1. Business Overview
13.8.2. Key Executives
13.8.3. Product & Services
13.9. EXL Service Holding Inc.
13.9.1. Business Overview
13.9.2. Key Executives
13.9.3. Product & Services
13.10. Genpact Limited
13.10.1. Business Overview
13.10.2. Key Executives
13.10.3. Product & Services
13.11. HCL BPO Services NI Ltd.
13.11.1. Business Overview
13.11.2. Key Executives
13.11.3. Product & Services
13.12. IBEX Global
13.12.1. Business Overview
13.12.2. Key Executives
13.12.3. Product & Services
13.13. IBM Global Process Services Pvt Ltd
13.13.1. Business Overview
13.13.2. Key Executives
13.13.3. Product & Services
13.14. Plusoft Informatica Ltd.
13.14.1. Business Overview
13.14.2. Key Executives
13.14.3. Product & Services
13.15. Sykes Enterprises Inc.
13.15.1. Business Overview
13.15.2. Key Executives
13.15.3. Product & Services
13.16. Tata Consultancy Services Ltd.
13.16.1. Business Overview
13.16.2. Key Executives
13.16.3. Product & Services
13.17. Teleperformance SE
13.17.1. Business Overview
13.17.2. Key Executives
13.17.3. Product & Services
13.18. TTEC Holdings Inc.
13.18.1. Business Overview
13.18.2. Key Executives
13.18.3. Product & Services
13.19. West Corporation
13.19.1. Business Overview
13.19.2. Key Executives
13.19.3. Product & Services
13.20. Wipro Ltd.
13.20.1. Business Overview
13.20.2. Key Executives
13.20.3. Product & Services
14. Appendix
14.1. Discussion Guide
14.2. License & Pricing