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Call Centers - Market Analysis, Trends, and Forecasts
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I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

    • Study Reliability and Reporting Limitations.....I-1
    • Disclaimers.....I-2
    • Data Interpretation & Reporting Level.....I-2
    • Product Definitions and Scope of Study.....I-3

II. EXECUTIVE SUMMARY

    1. INDUSTRY OVERVIEW.....II-1

    • Call Centers: A Quick Primer.....II-1
    • Call Centers Tap Technology to Improve Operational Efficiency & Service Quality.....II-2
    • Addressing the Evolving Customer Experience .....II-3
    • Digital Transformation - Playing an Important Role.....II-3
    • Outlook.....II-4
    • Developing Markets Drive Growth.....II-5
    • Outsourced Call Center Services Market.....II-6
    • Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant.....II-8
    • Offshore Call Centers: The Key Growth Vertical for Developing World.....II-9
    • A Brief Sketch of Major Offshore Destinations for Call Centers.....II-9
    • Philippines.....II-10
    • India.....II-10
    • China.....II-10
    • Malaysia.....II-11
    • Czech Republic.....II-11
    • Singapore.....II-11
    • Brazil.....II-11
    • Poland.....II-11
    • Egypt.....II-12
    • Mexico.....II-12
    • Onshore Call Centers - Still in the Reckoning.....II-12
    • Wave of Re-Shoring & Nearshoring Strategies.....II-13
    • Right Shoring Gains Traction in Call Center Operations.....II-14
    • Mass Market Call Centers Outnumber B2B Call Centers.....II-14
    • Multiple Outsourced Call Centers: Order of the Day.....II-14
    • Competition.....II-15
    • Leading Players.....II-15
    • Table 1: Leading Operators in the Global Outsourced Customer Experience Market by Revenue Share (2016) (includes corresponding Graph/Chart).....II-15
    • Startups Spur Innovation in Call Center Industry.....II-16
    • AirCall.....II-16
    • EpiAnalytics.....II-16
    • EvaluAgent.....II-16
    • Pypestream.....II-16
    • TalkDesk.....II-17
    • TechSee.....II-17
    • TouchCommerce.....II-17
    • Sentient Machines.....II-17
    • Upcall.....II-17
    • Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades.....II-17
    • Table 2: Global Market for Smartphones (2013, 2015 7& 2018): Breakdown of Sales in Million Units by Geographic Region/Country (includes corresponding Graph/Chart).....II-19

    2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES.....II-20

    • Cloud Communications Continue to Reshape Call Centers market.....II-20
    • OmniChannel Strategy Offers Holistic Support.....II-21
    • Table 3: Global Call Centers Market - Percentage Share Breakdown of Number of Outsourced Call Center Contracts by Number of Communication Channels Deployed (includes corresponding Graph/Chart).....II-22
    • Unified Communications Simplify Customer Engagement.....II-22
    • Artificial Intelligence Enhances Call Center Productivity.....II-23
    • Industry Displays Increasing Reliance on IVR.....II-25
    • Integration of Social Media with Call Center Operations Opens New Possibilities.....II-25
    • Opportunity Indicators.....II-27
    • Table 4: Number of Internet Users Worldwide & Penetration Rates for Years 2015, 2017, & 2019P (includes corresponding Graph/Chart).....II-27
    • Table 5: Number of Social Media Users Worldwide & Penetration Rates for Years 2015, 2017, & 2020P (includes corresponding Graph/Chart).....II-27
    • Sustained Increase in Importance of Self-Service.....II-28
    • Focus Grows on Improved Contact Center Analytics.....II-28
    • Integrating CRM with Big Data Analytics Brings in Significant Benefits.....II-29
    • Companies Target Multi-Skilled Employees.....II-30
    • Increase in Remote Contact Center Agents.....II-31
    • Building Meaningful Collaboration among Agents and the Way they Work.....II-31
    • Multi-Language Contact Centers - A Key Trend.....II-31
    • From Cost Centers to Profit Centers - Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities.....II-31
    • Virtual Agents Model Emerges as a New Profitable Approach.....II-32
    • Hosted or Virtual Call Centers on the Rise.....II-33
    • Virtual Call Centers Promise New Opportunities.....II-33
    • Improving 'Customer Experience' Turns into Core Area for Call Centers.....II-33
    • Customer Experience Management: Leveraging Call Center Data with Decision Making.....II-34
    • CEM as a Value Proposition.....II-34
    • KPIs and Metrics Take Center Stage.....II-35
    • perational Efficiency Measures for a Call Center - Ranked in Order of Influence.....II-35
    • Employee Satisfaction Measures for a Call Center - Ranked in Order of Influence.....II-36
    • Gamification Grows in Popularity.....II-36
    • Call Recording and Monitoring: A Proven Channel for Quality Improvement.....II-36
    • Size of Call Center Remains the Key Criterion for Call Recording Technologies.....II-36
    • Average Call Length Continues to be a Key Quantification Metric.....II-37
    • Table 6: Call Lengths by Call Center Size (includes corresponding Graph/Chart).....II-37
    • Call Abandonment Rates Bring In More Operational Transparency.....II-38
    • Table 7: Call Abandonment Rates by Call Center Size (includes corresponding Graph/Chart).....II-38
    • Table 8: Call Abandonment Rates by Vertical Business Sector (includes corresponding Graph/Chart).....II-39
    • Measurement of Agent Activity: A Critical Need.....II-39
    • Table 9: Breakdown of Time Spent by Call Center Employee by Activity (includes corresponding Graph/Chart).....II-40
    • Increasingly Robust Consumer Satisfaction Measurements.....II-40
    • Call Answering Speed: Key to Measuring Efficiency.....II-40
    • First-Call Resolution: Key to Call Center's Success.....II-40
    • Use of Virtual and Augmented Reality in Training.....II-41
    • Microlearning Gains Attention.....II-41
    • Social Learning - An Evolving Concept.....II-41
    • Call Centers Embrace IP for Better Efficiency.....II-41
    • VoIP: Fast Replacing Circuit-Switched Architectures.....II-42
    • CRM: A Shot in the Arm for Call Centers.....II-42
    • CRM Technologies Herald Evolution of Multimedia Call Centers.....II-43
    • CRM Comes to Aid in Multilingual Interactions.....II-43
    • From CRM to eRM: Multichannel Centers on the Rise.....II-43
    • Call Center Applications Diversify to Include Mobile Apps.....II-44
    • Video Emerges as a New Channel for Call Centers.....II-44
    • Voice/Speech Based Technologies Empower Call Center Training & Operations.....II-44
    • Voice-Driven CRM Enlarge Scope for Customer Interactions.....II-45
    • Workforce Management Solutions to the Fore.....II-45
    • Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues.....II-45
    • Customer Support & Sales Force Automation Dominate Software Applications.....II-46
    • Multi-Site Call Routing Solutions: Popular with Large Global Firms.....II-46
    • Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems.....II-46
    • Key Issues.....II-47
    • Growing Digital Engagement Drags Down Voice Based Customer Interactions.....II-47
    • Simplifying Complexities in Call Center Processes: A Key Area of Focus.....II-48
    • Call Centers & the Regulatory Environment.....II-48
    • General Data Protection Regulation.....II-49
    • Net Neutrality.....II-49
    • Security and Privacy.....II-49

    3. A PEEK INTO VERTICAL END-USE INDUSTRIES.....II-50

    • Introduction.....II-50
    • End-Use Sectors for Call Centers: An Overview.....II-50
    • Table 10: Global Call Centers Market (2017): Percentage Breakdown of Call Center Spending by Vertical Industry - Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, and Others (includes corresponding Graph/Chart).....II-51
    • Banking & Finance.....II-51
    • Banks Increasingly Perceive Call Center as a Sales & Service Point.....II-51
    • Technology-Driven Banks Offering Service Enhancements at Contact Centers.....II-52
    • Intelligent Call Routing.....II-52
    • Campaign Management Software.....II-52
    • Integration of Call Centers and Bank Branches.....II-52
    • Customer Differentiation.....II-53
    • Improved Methodologies for Effective Cross Selling.....II-53
    • Distribution & Retail.....II-53
    • Insurance.....II-54
    • Insurance Companies Lead in Call Center Technology Absorption.....II-54
    • Insurers Make Call Center a Mainstay to Improve Customer Services.....II-54
    • Healthcare.....II-54
    • Hospitality.....II-55
    • Manufacturing.....II-55
    • Public Sector.....II-56
    • Telecommunications.....II-56

    4. CONCEPTUAL OVERVIEW.....II-57

    • Functional Definition.....II-57
    • Call Center Activities.....II-57
    • Inbound Call Reception and Routing.....II-57
    • Automated Inbound Call Routing.....II-58
    • Outbound Telemarketing Call.....II-58
    • Call Handling Time.....II-58
    • Complaints Handling.....II-58
    • Customer Information Services / Help Desks.....II-59
    • Debt Chasing.....II-59
    • Field Service Support.....II-60
    • Classification on the Basis of Ownership.....II-60
    • In-House Call Centers.....II-60
    • Outsourced Call Centers/Sub-Contractors.....II-60
    • Sub-Contractors Vs. In-House Call Centers.....II-61
    • Sub-Contractors Vs. In-House Call Centers: A Comparative Study.....II-61
    • Classification on the Basis of Markets Served.....II-61
    • Business-to-Business (B2B) Call Centers.....II-61
    • Mass Market Call Centers.....II-62
    • Universal Centers.....II-62
    • Business-to-Business (B2B) Vs. Mass Market Call Centers.....II-62
    • B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study.....II-62
    • Classification on the basis of Operations.....II-63
    • Inbound Call Centers.....II-63
    • Outbound Centers.....II-63
    • Nature of Services Offered.....II-63
    • Consulting.....II-63
    • Outsourcing.....II-63
    • Training.....II-63
    • Call Center Technologies-By Area of Application.....II-64
    • Voice.....II-64
    • Telephone Switches (ACDs) and Voice Networks.....II-64
    • Telephone Switches/Automated Call Distributors (ACDs).....II-64
    • Voice Networks.....II-64
    • Voice Response Systems (IVR/VRU).....II-64
    • Voice Response Unit (VRU).....II-64
    • Speech Recognition Technologies.....II-65
    • Voice Over Internet Protocol (VoIP).....II-65
    • Customer Relationship Management.....II-66
    • CRM Tools.....II-66
    • Enterprise CRM.....II-66
    • Mid-Market CRM.....II-66
    • Customer Data Integration.....II-66
    • Enterprise Analytics, Business Intelligence and Data Warehousing.....II-66
    • Computer Telephony Integration (CTI).....II-67
    • Web Integration (Text chat and Web Calls).....II-67
    • Web Chat.....II-67
    • Web Call-back.....II-67
    • Fully Integrated Unified Messaging System.....II-67
    • Multimedia Technologies.....II-68
    • Systems.....II-68
    • ACD Systems.....II-68
    • Automatic Call Distributor (ACD).....II-68
    • Outbound System.....II-68
    • Interactive Voice Response (IVR) Systems.....II-68
    • Voice Messaging Systems.....II-69
    • Software.....II-69
    • Cloud Center as a Service (CCaaS).....II-69
    • Workforce Management Software.....II-70
    • Workforce Automation Software.....II-70
    • Sales Force Automation Software.....II-70
    • For Sales Executives.....II-71
    • For Sales Manager.....II-71
    • Customer Interaction Software.....II-71
    • CTI Enabling Software.....II-71
    • Call Monitoring Software.....II-72

    5. CALL CENTER CONSOLIDATION WHETHER, WHY AND HOW.....II-73

    • Widely Dispersed Call Centers: A Key Rationale.....II-73
    • Motivators for Call Center Consolidation.....II-74
    • Costs of Scale.....II-74

    6. PERTINENT REGULATORY ISSUES.....II-75

    • Call Centers - A Highly Regulated Industry.....II-75
    • Legal and Regulatory Framework.....II-75
    • Predictive Dialing.....II-75
    • The Preface to the Showdown.....II-76
    • Privacy Legislations.....II-76
    • Federal Laws prohibits Sale of Consumer Health Data.....II-76
    • Cell Phone Legislations Zap Outbound Calls?.....II-76

    7. RECENT INDUSTRY ACTIVITY.....II-77

    • PRA Group Sets up New Call Center.....II-77
    • ACT Enters into Agreement with Tethr to Offer Communications Intelligence Platform.....II-77
    • Avaya to Acquire Spoken Communications.....II-77
    • Intelisys Forms Alliance with Talkdesk.....II-77
    • Capita Extends Digital Customer Contact Partnership with M&S's.....II-77
    • Amazon to Acquire Stake in Call Center.....II-77
    • Innovest Global Acquires Call Center Resources.....II-78
    • Twilio Introduces Flex Contact Center Solution.....II-78
    • Talkdesk Unveils Enterprise Contact Center Platform.....II-78
    • RingCentral Introduces New Integrated Collaborative Contact Center Solution.....II-78
    • Dialpad to Launch Call Center Solution built on Google Cloud Platform.....II-78
    • ZaiLab Introduces World's First Cloud-Based Call Center.....II-78
    • Teleperformance Expands Operations into Kosovo.....II-79
    • Convergys Opens Customer Service Center in Mauritius.....II-79
    • Teleperformance Expands Operations into Peru.....II-79
    • Vonage Expands Call-Center Partnership with inContact.....II-79
    • Charter Communications Shuts Down Spectrum Call Center.....II-79
    • Convergys to Open a New Location in Virginia.....II-79
    • Marken Introduces Call Center for Patients enrolled in Clinical Trials.....II-80
    • 8x8 Adds New Capabilities to Virtual Contact Center¢ç Solution.....II-80
    • Amazon Web Services Introduces Cloud-Based Amazon Connect Service.....II-80
    • Masergy Introduces Cloud Contact Center.....II-80
    • Dizzion Forms Partnership with Bright Pattern.....II-80
    • Genesys¢ç Acquires Interactive Intelligence.....II-80
    • KKR to Acquire Calabrio.....II-81
    • Genpact Opens New Operations in Kuala Lumpur.....II-81
    • Scandic Enters into Agreement with Transcom for Call Center Services.....II-81
    • Tesco Enters into Strategic Partnership with Capita.....II-81
    • Anyone Home Opens New Customer Contact Center.....II-81
    • Empereon-Constar Opens New Call Center of Excellence.....II-81
    • Alorica Acquires Expert Global Solutions.....II-82
    • TCN Inc. Introduces New Trade-Up Program for Call Centers.....II-82
    • WorkFlex Launches On-Demand Contact Center Technology for Optimizing Omni-Channel Workforce Scheduling.....II-82
    • IBEX Global Starts New Facility in Nicaragua.....II-82
    • 3CLogic's Call Center Software Deployed at a Global BPO.....II-82
    • Fusion to Acquire TFB.....II-82
    • Ameyo Introduces a New Integrated Video Call Center Technology.....II-82
    • BASF Introduces Call Center Service in Indonesia.....II-83
    • Acquire BPO Establishes a New Delivery Center in the Dominican Republic.....II-83
    • REDi Launches Call Center Service for Financial Institutions.....II-83
    • Ameyo Introduces New Cloud Contact Center Software.....II-83
    • Sprint to Wind Up Call Center in Rio Rancho.....II-83
    • Wilmac Enters into a Reseller Agreement for VPI's Contact Center BI, Recording & Workforce Optimization Solutions.....II-83

    8. FOCUS ON SELECT GLOBAL PLAYERS.....II-84

    • [24]7 Inc. (USA).....II-84
    • Alliance Data Systems, Inc. (USA).....II-84
    • Alorica, Inc. (USA).....II-84
    • Atento (Luxembourg).....II-85
    • ATOS S.A. (France).....II-85
    • BT Communications (Ireland) Limited (Ireland).....II-85
    • Capita Customer Management Limited (UK).....II-86
    • Concentrix (USA).....II-86
    • Convergys Corp. (USA).....II-86
    • Entel Call Center (Chile).....II-87
    • EXL Service Holdings, Inc. (USA).....II-87
    • Genpact Limited (Bermuda).....II-87
    • HCL BPO Services NI Ltd (Ireland).....II-88
    • IBEX Global (USA).....II-88
    • IBM Global Process Services Pvt. Ltd (India).....II-89
    • Plusoft Informatica Ltda (Brazil).....II-89
    • Sitel (USA).....II-89
    • Sykes Enterprises, Inc. (USA).....II-89
    • Tata Consultancy Services Limited (India).....II-90
    • Teleperformance SE (France).....II-90
    • TTEC Holdings, Inc. (USA).....II-90
    • West Corporation (USA).....II-91
    • Wipro Ltd (India).....II-91

    9. GLOBAL MARKET PERSPECTIVE.....II-92

    • Table 11: World Recent Past, Current & Future Analysis for Call Centers by Geographic Region/ Country - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....II-92
    • Table 12: World Historic Review for Call Centers by Geographic Region/Country - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....II-93
    • Table 13: World 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart).....II-94
    • Table 14: World Recent Past, Current & Future Analysis for Call Centers by Type - In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....II-95
    • Table 15: World Historic Review for Call Centers by Type - In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....II-96
    • Table 16: World 14-Year Perspective for Call Centers by Type - Percentage Market Share Breakdown for In-House Call Center and Outsourced Call Center Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart).....II-97

III. MARKET

    1. THE UNITED STATES.....III-1

    • A. Market Analysis.....III-1
      • Current & Future Analysis.....III-1
      • Table 17: US Call Centers Market (2017) - Top 10 Metro Areas Ranked by Call Center Employment (includes corresponding Graph/Chart).....III-2
      • Leading Players.....III-2
      • Table 18: Call Centers Market in the United States (2016): Breakdown of Market Share by Select Players (includes corresponding Graph/Chart).....III-2
      • Key Technology Trends.....III-2
      • Vertical Market Trends Drive Market Growth.....III-4
      • Table 19: US Call Centers Market (2017): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart).....III-4
      • Outsourcing by Sector.....III-5
      • Proximity to Headquarters: Prime Consideration for Site Selection.....III-5
      • Call Centers: A Major Employer.....III-6
      • Table 20: US Outsourced Call Centers Market (2017): Percentage Breakdown of Expenditure by Type of Services Offered (includes corresponding Graph/Chart).....III-6
      • Demand for US-based Call Centers on Rise.....III-6
      • Hosted Contact Center Solutions Gain Traction.....III-7
      • Workforce Management Software Finds More Takers.....III-7
      • Regulations and Issues.....III-7
      • New Bill to Safeguard Call Center Jobs.....III-7
      • US vs. Europe - Safe Harbor and Effect on Call Centers.....III-7
      • Safe Harbor - What it Entails.....III-8
      • Privacy Protection Policies - The Trans- Atlantic Divide.....III-8
      • DNC Registery.....III-9
      • Federal Laws Prohibits Sale of Consumer Health Data.....III-9
      • Strategic Corporate Developments.....III-10
      • Key Players.....III-15
    • B. Market Analytics.....III-20
      • Table 21: US Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-20
      • Table 22: US Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-21

    2. CANADA.....III-22

    • A. Market Analysis.....III-22
      • Current & Future Analysis.....III-22
      • Market Overview.....III-22
      • Strategic Corporate Development.....III-22
    • B. Market Analytics.....III-23
      • Table 23: Canadian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-23
      • Table 24: Canadian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-24

    3. JAPAN.....III-25

    • A. Market Analysis.....III-25
      • Current & Future Analysis.....III-25
      • Market Overview.....III-25
    • B. Market Analytics.....III-26
      • Table 25: Japanese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-26
      • Table 26: Japanese Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-27

    4. EUROPE.....III-28

    • A. Market Analysis.....III-28
      • Current & Future Analysis.....III-28
      • Market Overview.....III-28
      • Ireland, the Netherlands and the UK: High-Profile Locations.....III-29
      • Alternate Regional Destinations.....III-29
      • Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers.....III-30
      • Banking & Financial Services: The Key Vertical for Call Centers.....III-30
    • B. Market Analytics.....III-31
      • Table 27: European Recent Past, Current & Future Analysis for Call Centers by Geographic Region/Country - France, Germany, Italy, UK, Spain, Russia, Ireland, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-31
      • Table 28: European Historic Review for Call Centers by Geographic Region/Country - France, Germany, Italy, UK, Spain, Russia, Ireland, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-32
      • Table 29: European 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for France, Germany, Italy, UK, Spain, Russia, Ireland, The Netherlands, Sweden and Rest of Europe Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart).....III-33

        4a. FRANCE.....III-34

        • A. Market Analysis.....III-34
        • Current & Future Analysis.....III-34
        • Overview.....III-34
        • Banking & Finance Sector Drives Growth.....III-34
        • Table 30: French Call Centers Market (2017): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart).....III-35
        • Key Players.....III-35
        • B. Market Analytics.....III-36
        • Table 31: French Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-36
        • Table 32: French Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-37

        4b. GERMANY.....III-38

        • A. Market Analysis.....III-38
        • Current & Future Analysis.....III-38
        • Market Overview.....III-38
        • Key Market Drivers.....III-38
        • Exceptionally High Standards of Customer Service.....III-38
        • Availability of Skilled and Relatively Low Cost Labor.....III-39
        • Key Market Barriers.....III-39
        • Stringent Regulatory Norms Set Up High Entry Barriers.....III-39
        • Stringent Labor Laws Restrict Rapid Growth.....III-39
        • B. Market Analytics.....III-40
        • Table 33: German Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-40
        • Table 34: German Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-41

        4c. ITALY.....III-42

        • A. Market Analysis.....III-42
        • Current & Future Analysis.....III-42
        • Market Overview.....III-42
        • B. Market Analytics.....III-42
        • Table 35: Italian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-42
        • Table 36: Italian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-43

        4d. THE UNITED KINGDOM.....III-44

        • A. Market Analysis.....III-44
        • Current & Future Analysis.....III-44
        • A Key Call Center Market.....III-44
        • UK Companies Revert to Domestic Call Centers.....III-44
        • Strategic Corporate Development.....III-45
        • Key Player.....III-45
        • B. Market Analytics.....III-46
        • Table 37: UK Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-46
        • Table 38: UK Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-47

        4e. SPAIN.....III-48

        • A. Market Analysis.....III-48
        • Current & Future Analysis.....III-48
        • Market Overview.....III-48
        • B. Market Analytics.....III-49
        • Table 39: Spanish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-49
        • Table 40: Spanish Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-50

        4f. RUSSIA.....III-51

        • A. Market Analysis.....III-51
        • Current & Future Analysis.....III-51
        • B. Market Analytics.....III-51
        • Table 41: Russian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-51
        • Table 42: Russian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-52

        4g. THE NETHERLANDS.....III-53

        • A. Market Analysis.....III-53
        • Current & Future Analysis.....III-53
        • A Mature Call Center Market.....III-53
        • Multilingual Workforce with a Diverse Cultural Background.....III-53
        • Availability of Qualified Labor.....III-54
        • Relatively Low Labor and Operational Costs.....III-54
        • Hassle-free Legal & Regulatory Framework.....III-54
        • B. Market Analytics.....III-55
        • Table 43: The Netherlands Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-55
        • Table 44: The Netherlands Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-56

        4h. IRELAND.....III-57

        • A. Market Analysis.....III-57
        • Current & Future Analysis.....III-57
        • A Leading European Call Center Market.....III-57
        • Large Educated Workforce.....III-57
        • Key Players.....III-58
        • B. Market Analytics.....III-59
        • Table 45: Irish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-59
        • Table 46: Irish Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-60

        4i. SWEDEN.....III-61

        • A. Market Analysis.....III-61
        • Current & Future Analysis.....III-61
        • An Evolving European Call Center Market.....III-61
        • B. Market Analytics.....III-62
        • Table 47: Swedish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-62
        • Table 48: Swedish Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-63

        4j. REST OF EUROPE.....III-64

        • A. Market Analysis.....III-64
        • Current & Future Analysis.....III-64
        • Major Regional Markets.....III-64
        • Belgium.....III-64
        • Denmark.....III-64
        • Norway.....III-64
        • Hungary.....III-65
        • Austria.....III-65
        • Finland.....III-65
        • Poland.....III-66
        • Czech Republic.....III-66
        • Turkey.....III-66
        • Strategic Corporate Developments.....III-66
        • Key Player.....III-67
        • B. Market Analytics.....III-68
        • Table 49: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-68
        • Table 50: Rest of Europe Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-69

    5. ASIA-PACIFIC.....III-70

    • A. Market Analysis.....III-70
      • Current & Future Analysis.....III-70
      • The Offshore Call Center Hub.....III-70
      • Low Labor and Operational Costs Remain Trump Cards.....III-70
      • Offshore Outsourcing Services: A Huge and Expanding Market.....III-71
      • On the Move from "Offshore" to "Onshore".....III-71
      • Transforming Technologies Drive Market Growth.....III-71
    • B. Market Analytics.....III-72
      • Table 51: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region/Country - Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-72
      • Table 52: Asia-Pacific Historic Review for Call Centers by Geographic Region/Country - Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-73
      • Table 53: Asia-Pacific 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart).....III-74

        5a. AUSTRALIA.....III-75

        • A. Market Analysis.....III-75
        • Current & Future Analysis.....III-75
        • Market Overview.....III-75
        • Market Drivers.....III-75
        • Well-Educated High Caliber Workforce.....III-75
        • Ideal location for 24/7 Call Center Services.....III-76
        • Outsourced Call Center Industry.....III-76
        • B. Market Analytics.....III-77
        • Table 54: Australian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-77
        • Table 55: Australian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-78

        5b. CHINA.....III-79

        • A. Market Analysis.....III-79
        • Current & Future Analysis.....III-79
        • Market Overview.....III-79
        • B. Market Analytics.....III-80
        • Table 56: Chinese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-80
        • Table 57: Chinese Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-81

        5c. INDIA.....III-82

        • A. Market Analysis.....III-82
        • Current & Future Analysis.....III-82
        • Noteworthy Growth Drivers & Issues.....III-83
        • Large Educated English-Speaking Work Pool.....III-83
        • Availability of Technical-savvy Labor.....III-83
        • Relatively Low Labor and Operational Costs.....III-83
        • Advantageous Time Zone for 24/7 Operations.....III-84
        • Government Initiatives.....III-84
        • Market Sees Rise in Impact Sourcing.....III-85
        • Strategic Corporate Developments.....III-85
        • Key Players.....III-86
        • B. Market Analytics.....III-87
        • Table 58: Indian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-87
        • Table 59: Indian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-88

        5d. PHILIPPINES.....III-89

        • A. Market Analysis.....III-89
        • Current & Future Analysis.....III-89
        • A Fast Growing Call Center Market.....III-89
        • BPO: A Natural Choice for Filipinos.....III-89
        • Companies Scour Non-Urban Locations for Call Centers.....III-90
        • B. Market Analytics.....III-91
        • Table 60: The Philippines Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-91
        • Table 61: The Philippines Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-92

        5e. SINGAPORE.....III-93

        • A. Market Analysis.....III-93
        • Current & Future Analysis.....III-93
        • Market Overview.....III-93
        • B. Market Analytics.....III-93
        • Table 62: Singapore Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-93
        • Table 63: Singapore Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-94

        5f. REST OF ASIA-PACIFIC.....III-95

        • A. Market Analysis.....III-95
        • Current & Future Analysis.....III-95
        • Major Regional Market.....III-95
        • Malaysia.....III-95
        • Strategic Corporate Developments.....III-95
        • B. Market Analytics.....III-96
        • Table 64: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-96
        • Table 65: Rest of Asia-Pacific Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-97

    6. LATIN AMERICA.....III-98

    • A. Market Analysis.....III-98
      • Current & Future Analysis.....III-98
      • A Growing Call Center Market.....III-98
      • Table 66: Latin American Call Centers Market (2015): Percentage Breakdown of Number of Call Centers by Country (includes corresponding Graph/Chart).....III-98
    • B. Market Analytics.....III-99
      • Table 67: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Region/Country - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-99
      • Table 68: Latin American Historic Review for Call Centers by Geographic Region/Country - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-100
      • Table 69: Latin American 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for Brazil, Mexico and Rest of Latin American Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart).....III-101

        6a. BRAZIL.....III-102

        • A. Market Analysis.....III-102
        • Current & Future Analysis.....III-102
        • Changing Structure of Contact Center Industry.....III-102
        • Key Statistical Findings:.....III-103
        • Table 70: Brazilian Outsourced Call Center Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart).....III-103
        • Key Player.....III-103
        • B. Market Analytics.....III-104
        • Table 71: Brazilian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-104
        • Table 72: Brazilian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-105

        6b. MEXICO.....III-106

        • A. Market Analysis.....III-106
        • Current & Future Analysis.....III-106
        • High Growth Demands Better Infrastructure In Place.....III-106
        • B. Market Analytics.....III-107
        • Table 73: Mexican Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-107
        • Table 74: Mexican Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-108

        6c. REST OF LATIN AMERICA.....III-109

        • A. Market Analysis.....III-109
        • Current & Future Analysis.....III-109
        • Major Regional Markets.....III-109
        • Caribbean: An Emerging Call Center Destination.....III-109
        • Multilingual Skills and Low Employment Costs Attract Global Players.....III-109
        • Jamaica: Preferred Call Center Outsourcing Destination.....III-110
        • Argentina.....III-110
        • Chile.....III-110
        • Strategic Corporate Developments.....III-110
        • Key Player.....III-111
        • B. Market Analytics.....III-111
        • Table 75: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-111
        • Table 76: Rest of Latin America Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-112

    7. REST OF WORLD.....III-113

    • A. Market Analysis.....III-113
      • Current & Future Analysis.....III-113
      • South Africa: A Key Regional Market.....III-113
      • Table 77: South African Call Centers Market (2016): Percentage Breakdown of Call Center Spending by Vertical Sector (includes corresponding Graph/Chart).....III-113
      • Dubai: The Call Center Oasis.....III-114
    • B. Market Analytics.....III-114
      • Table 78: Rest of World Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart).....III-114
      • Table 79: Rest of World Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart).....III-115

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 135 (including Divisions/Subsidiaries - 146)

Region/Country                 Players

The United States                  66   
Canada                              3
Japan                               3
Europe                             26
France                         5
Germany                        1
The United Kingdom             8
Spain                          1
Rest of Europe                11
Asia-Pacific (Excluding Japan)     37
Middle East                         3
Latin America                       7
Africa                              1

Title: Call Centers - Market Analysis, Trends, and Forecasts
 
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