Outsourced Customer Care Services Market by Service - Global Industry Analysis and Forecast to 2023

Published On : February 2018 Pages : 92 Category: Next Generation Technology Report Code : IC02604

Industry Trend Analysis

In 2014, the global outsourced Care services market was evaluated around USD 61.89 billion and is expected to reach approximately USD 106.23 billion by 2023 while registering itself at a compound annual growth rate (CAGR) of 6.23% over the forecast period. Market players have conventionally been counting on Customer Relationship Management (CRM) for managing customers. Enhancing general customer experience includes offering personalized and customized interaction and it is a constant process. The utilization of voice as the chosen communication manner has been declining; though, switching to digital channels or self-service remains a dispute. Also, the concentration on efficient mobile customer care is gradually increasing, with costumers searching for mobility services over various platforms. Rising demand for interaction via non-voice channels is anticipated to be a major driver for the global industry. The shift towards host-based customer care service is projected to introduce opportunities, in an attempt to enter developing markets like BRIC countries. So as to get benefit from this trend, market players in the global industry have been concentrating on improving security in an attempt to avert adverse events like security breaches or outages. Rising host-based and cloud services, combined with trends like social media and big data are anticipated to strengthen market competition during the forecast period.

Service Activity Outlook and Trend Analysis

Major Service activities are fulfillment/logistics, CRM technology hosting, and customer interaction. In 2012, customer interaction services reported for around 83% of the global market share, and are projected to rule the total industry during the next few years. Customer interaction services involve technical support or help desk, sales, customer service, and marketing. Outsourced customer care service suppliers assist to create firm customer relationships and supply to their demands in a tailored manner. Customer service interaction has vital importance in an attempt for organizations to boost revenue and make sure customer preservation. With rising competition, customer satisfaction and customer-centric services are one of the major success factors for an enterprise. Concentration on providing efficient post-sales and pre-sales services has ensued in higher-value services demand in an attempt to enhance customer interaction. Services like managed charging and routing, contact center and self-service are projected to fuel sales and check customer reliability. Helpdesk/technical support services enhance the quality of customer experience and act as an integral factor in user withholding. Companies cater multi-channel and multi-tiered support, and sophisticated services involving software and hardware support, network troubleshooting, etc. CRM technology hosting reported for significantly smaller industry share during 2012; though, it is anticipated to be the top growing section, at an expected compound annual growth rate of 11.7% over the forecast period. It facilitates organizations to manage their main business fields better, as well as amend return on investment (ROI).

Regional Outlook and Trend Analysis

Major regional segments are South America, Asia Pacific, EMEA and North America. In 2012, the North American regional market reported for 55.5% of the overall market and is anticipated to be the leading regional market during the forecast years. The existence of several customer care outsources in this region has ended up in extreme competition. Altering communication channels and rise in mobility is one of the major factors stimulating the North American regional market. The wireless subscribers in the United States are likely to continue growing while fueling the regional market growth. Though, assuring data security customers is of grave significance, as they are worried about how companies might track their information in an attempt to protect privacy. In case of these events, clients might decrease cloud-based service implementation, or else boosting uptake of conventional delivery services. Over the forecast period, Asia Pacific region is anticipated to be the top growing market.

Competitive Outlook and Trend Analysis

The major market players are West Corporation, Aegis, Accenture, Amdocs, Expert Global Solutions, StarTek, Teleperformance SA, Transcom Worldwide, Stream Global Services, Sykes Enterprises, Convergys Corporation, and Synnex Corporation among others. The major players have been aiming to render expert customer care, as well as cover overall operating fixed cost in a beneficial way. Key market players serve industries like retail, telecom, internet services and financial service providers amongst others. Providers concentrate on offering innovative types of service delivery that ranges from utilizing host-based delivery like host-based call center services is noticed in the telecommunications segment.

The global outsourced customer care Services market is segmented as follows –

By Service Activity

  • Customer Interaction
  • Customer Service
  • Sales
  • Marketing
  • Technical Support/Help Desk
  • Fulfillment/Logistics
  • CRM Technology Hosting

By Region

  • North America
  • U.S
  • Canada
  • Mexico
  • Europe
  • Germany
  • France
  • UK
  • Italy
  • Spain
  • Rest of Europe
  • Asia-Pacific
  • Japan
  • China
  • Australia
  • India
  • South Korea
  • Rest of Asia Pacific
  • Rest of the World
  • Brazil
  • South Africa
  • Saudi Arabia
  • United Arab Emirates
  • Others

Some of the key questions answered by the report are:

· What was the market size in 2014 and forecast from 2015 to 2023?

· What will be the industry market growth from 2015 to 2023?

· What are the major drivers, restraints, opportunities, challenges, and industry trends and their impact on the market forecast?

· What are the major segments leading the market growth and why?

· Which are the leading players in the market and what are the major strategies adopted by them to sustain the market competition?

Market Classification

  • Outsourced Customer Care Services Market, By Application, Estimates and Forecast, 2014-2023 ($Million)
    • CRM technology hosting
    • Fulfillment/Logistics
    • Customer interaction
      • Customer Service
        • Sales
        • Marketing
        • Technical Support/Help Desk
  • Outsourced Customer Care Services Market, By Region, Estimates and Forecast, 2014-2023 ($Million)
    • North America
  • North America Outsourced Customer Care Services Market, By Country
  • North America Outsourced Customer Care Services Market, By Application
    • U.S. Outsourced Customer Care Services Market, By Application
    • Canada Outsourced Customer Care Services Market, By Application
    • Mexico Outsourced Customer Care Services Market, By Application
    • Europe
  • Europe Outsourced Customer Care Services Market, By Country
  • Europe Outsourced Customer Care Services Market, By Application
    • Germany Outsourced Customer Care Services Market, By Application
    • France Outsourced Customer Care Services Market, By Application
    • UK Outsourced Customer Care Services Market, By Application
    • Italy Outsourced Customer Care Services Market, By Application
    • Spain Outsourced Customer Care Services Market, By Application
    • Rest of Europe Outsourced Customer Care Services Market, By Application
    • Asia-Pacific
      • Asia-Pacific Outsourced Customer Care Services Market, By Country
      • Asia-Pacific Outsourced Customer Care Services Market, By Application
        • Japan Outsourced Customer Care Services Market, By Application
        • China Outsourced Customer Care Services Market, By Application
        • Australia Outsourced Customer Care Services Market, By Application
        • India Outsourced Customer Care Services Market, By Application
        • South Korea Outsourced Customer Care Services Market, By Application
        • Rest of Asia-Pacific Outsourced Customer Care Services Market, By Application
    • Rest of the World
      • Rest of the World Outsourced Customer Care Services Market, By Country
      • Rest of the World Outsourced Customer Care Services Market, By Application
        • Brazil Outsourced Customer Care Services Market, By Application
        • South Africa Outsourced Customer Care Services Market, By Application
        • Saudi Arabia Outsourced Customer Care Services Market, By Application
        • Turkey Outsourced Customer Care Services Market, By Application
        • United Arab Emirates Outsourced Customer Care Services Market, By Application
        • Others Outsourced Customer Care Services Market, By Application

Table of Contents

1.       Introduction

1.1.       Report Description

1.2.       Research Methodology

1.2.1.  Secondary Research

1.2.2.  Primary Research

2.       Executive Summary

2.1.       Key Highlights

3.       Market Overview

3.1.       Introduction

3.1.1.  Market Definition

3.1.2.  Market Segmentation

3.2.       Market Dynamics

3.2.1.  Drivers

3.2.1.1.    Growing penetration across furniture industry

3.2.1.2.    Rising demands of printing inks

3.2.2.  Restraints

3.2.2.1.    Rising automotive coating substitutes

3.2.3.  Opportunities

3.2.3.1.    Development of Advanced printing inks

4.       Outsourced Customer Care Services Market, By Service

4.1.       Introduction

4.2.       Global Outsourced Customer Care Services Sales, Revenue and Market Share By Service (2014-2017)

4.2.1.  Global Outsourced Customer Care Services Sales and Sales Share By Service (2014-2017)

4.2.2.  Global Outsourced Customer Care Services Revenue and Revenue Share By Service (2014-2017)

4.3.       Outsourced Customer Care Services Market Assessment and Forecast, By Service, 2014-2023

4.4.       CRM technology hosting

4.4.1.  Market Assessment and Forecast, By Region, 2014-2023 ($Million)

4.5.       Fulfillment/Logistics

4.5.1.  Market Assessment and Forecast, By Region, 2014-2023 ($Million)

4.6.       Customer interaction

4.6.1.  Market Assessment and Forecast, By Type, 2014-2023 ($Million)

4.6.2.  Market Assessment and Forecast, By Region, 2014-2023 ($Million)

4.6.3.  Customer Service

4.6.3.1.    Market Assessment and Forecast, By Type, 2014-2023 ($Million)

4.6.3.2.    Market Assessment and Forecast, By Region, 2014-2023 ($Million)

4.6.3.3.    Sales

4.6.3.3.1.    Market Assessment and Forecast, By Region, 2014-2023 ($Million)

4.6.3.4.    Marketing

4.6.3.4.1.    Market Assessment and Forecast, By Region, 2014-2023 ($Million)

4.6.3.5.    Technical Support/Help Desk

4.6.3.5.1.    Market Assessment and Forecast, By Region, 2014-2023 ($Million)

5.       Outsourced Customer Care Services Market, By Region

5.1.       Introduction

5.2.       Outsourced Customer Care Services Market Assessment and Forecast, By Region, 2014-2023 ($Million)

5.3.       Global Outsourced Customer Care Services Sales, Revenue and Market Share by Regions

5.3.1.  Global Outsourced Customer Care Services Sales by Regions (2014-2017)

5.3.2.  Global Outsourced Customer Care Services Revenue by Regions (2014-2017)

5.4.       North America

5.4.1.  North America Outsourced Customer Care Services Sales and Growth Rate (2014-2017)

5.4.2.  Market Assessment and Forecast, By Country, 2014-2023 ($Million)

5.4.3.  Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.4.4.  U.S.

5.4.4.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.4.5.  Canada

5.4.5.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.4.6.  Mexico

5.4.6.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.5.       Europe

5.5.1.  Europe Outsourced Customer Care Services Sales and Growth Rate (2014-2017)

5.5.2.  Market Assessment and Forecast, By Country, 2014-2023 ($Million)

5.5.3.  Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.5.4.  Germany

5.5.4.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.5.5.  France

5.5.5.1.    Market Assessment and Forecast, By Services, 2014-2023 ($Million)

5.5.6.  UK

5.5.6.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.5.7.  Italy

5.5.7.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.5.8.  Spain

5.5.8.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.5.9.  Rest of Europe

5.5.9.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.6.       Asia-Pacific

5.6.1.  Asia-Pacific Outsourced Customer Care Services Sales and Growth Rate (2014-2017)

5.6.2.  Market Assessment and Forecast, By Country, 2014-2023 ($Million)

5.6.3.  Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.6.4.  Japan

5.6.4.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.6.5.  China

5.6.5.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.6.6.  Australia

5.6.6.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.6.7.  India

5.6.7.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.6.8.  South Korea

5.6.8.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.6.9.  Rest of Asia-Pacific

5.6.9.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.7.       Rest of the World

5.7.1.  Rest of the World Outsourced Customer Care Services Sales and Growth Rate (2014-2017)

5.7.2.  Market Assessment and Forecast, By Country, 2014-2023 ($Million)

5.7.3.  Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.7.4.  Brazil

5.7.4.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.7.5.  Turkey

5.7.5.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.7.6.  Saudi Arabia

5.7.6.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.7.7.  South Africa

5.7.7.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.7.8.  United Arab Emirates

5.7.8.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

5.7.9.  Others

5.7.9.1.    Market Assessment and Forecast, By Service, 2014-2023 ($Million)

6.       Company Profiles

6.1.       Aegis

6.1.1.  Business Overview

6.1.2.  Product Portfolio

6.1.3.  Strategic Developments

6.1.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.2.       Accenture

6.2.1.  Business Overview

6.2.2.  Product Portfolio

6.2.3.  Strategic Developments

6.2.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.3.       Amdocs

6.3.1.  Business Overview

6.3.2.  Product Portfolio

6.3.3.  Strategic Developments

6.3.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.4.       Infosys

6.4.1.  Business Overview

6.4.2.  Product Portfolio

6.4.3.  Strategic Developments

6.4.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.5.       Expert Global Solutions

6.5.1.  Business Overview

6.5.2.  Product Portfolio

6.5.3.  Strategic Developments

6.5.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.6.       Sitel Worldwide Corporation

6.6.1.  Business Overview

6.6.2.  Product Portfolio

6.6.3.  Strategic Developments

6.6.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.7.       StarTek Inc.

6.7.1.  Business Overview

6.7.2.  Product Portfolio

6.7.3.  Strategic Developments

6.7.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.8.       Synnex Corporation

6.8.1.  Business Overview

6.8.2.  Product Portfolio

6.8.3.  Strategic Developments

6.8.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.9.       Transcom Worldwide

6.9.1.  Business Overview

6.9.2.  Product Portfolio

6.9.3.  Strategic Developments

6.9.4.  Outsourced Customer Care Services Sales, Revenue and Market Share

6.10.    TeleTech Holdings Inc.

6.10.1.      Business Overview

6.10.2.      Product Portfolio

6.10.3.      Strategic Developments

6.10.4.      Outsourced Customer Care Services Sales, Revenue and Market Share

7.       Global Outsourced Customer Care Services Market Competition, by Manufacturer

7.1.       Global Outsourced Customer Care Services Sales and Market Share by Manufacturer (2016-2017)

7.2.       Global Outsourced Customer Care Services Revenue and Market Share by Manufacturer (2016-2017)

7.3.       Top 5 Outsourced Customer Care Services Manufacturer Market Share

7.4.       Market Competition Trend


List of Tables

*You can glance through the list of Tables and Figures when you view the sample copy of Outsourced Customer Care Services Market.


Research Methodology

We use both primary as well as secondary research for our market surveys, estimates and for developing forecast. Our research process commence by analyzing the problem which enable us to design the scope for our research study. Our research process is uniquely designed with enough flexibility to adjust according to changing nature of products and markets, while retaining core element to ensure reliability and accuracy in research findings. We understand both macro and micro-economic factors to evaluate and forecast different market segments.

Data Mining

Data is extensively collected through various secondary sources such as annual reports, investor presentations, SEC filings, and other corporate publications. We also refer trade magazines, technical journals, paid databases such as Factiva and Bloomberg, industry trade journals, scientific journals, and social media data to understand market dynamics and industry trends. Further, we also conduct primary research to understand market drivers, restraints, opportunities, challenges, and competitive scenario to build our analysis.

Data Collection Matrix

Data Collection Matrix

Supply Side

Demand Side

Primary Data Sources

  • Manufacturers
  • Distributors & Wholesalers
  • GPOs
  • Physicians/Specialist
  • Healthcare Providers
  • Consumers

Secondary Data Sources

  • Annual Reports/SEC Filings/ Investor Presentations/ Press Releases
  • Government/Associations Publications
  • Case Studies
  • Reference Customers

 

Market Modeling and Forecasting

We use epidemiology and capital equipment-based models to forecast market size of different segments at country and regional level.

  • Epidemiology-based Forecasting Model: This method uses epidemiology data gathered through various publications and from physicians to estimate population of patients, flow of treatment of individual disease and therapies. The data collected through this method includes statics on incidence of disease, population suffering from disease, and treatment population. This method is used to understand:
  • Number of patients for particular device or medical procedure and
  • Repeated use of particular device depending on health and condition of patient
  • Capital-based Forecasting Model: This method of forecasting is based on number of replacements, installed-based and new sales of capital equipment used in various healthcare and diagnostic centers. These three parameters are calculated and forecast is developed. Installation base is calculated as average number of units per facility; while sales for particular year is calculated from number of new and replace units. Secondary data is collected through various supply chain intermediaries and opinion leaders to arrive at installation and sales rate. These techniques help our analysts in validating market and developed market estimates and forecast.

We do forecast on basis of several parameters such as market drivers, market opportunities, industry trends government regulations, raw materials supply and trade dynamics to ensure relevance of forecast with market scenario. With increasing need to granulized information, we used bottom-up methodology for forecasting where we evaluate each regional segment differently and combined all forecast to develop final market forecast.

Data Validation

We believe primary research is a very important tool in analyzing and forecasting different markets. In order to make sure accuracy of our findings, our team conducts primary interviews at every stage of research to gain deep insights into current business environment and future trends and key developments in market. This includes use of various methods such as telephonic interviews, focus groups, face to face interviews and questionnaires to validate our research from all aspects. We validate our data through primary research from key industry leaders such as CEO, product managers, marketing managers, suppliers, distributors, and consumers are frequently interviewed. These interviews provide valuable insights which help us to have better market understanding besides validating our estimates and forecast.

Data Triangulation

data triangulation

Industry Analysis

Qualitative Data

Quantitative Data (2017-2025)

  • Market Dynamics (Drivers, Restraints, and Challenges)
  • Industry Trend Analysis
  • Market Opportunities
  • Government Policies and Regulations, Patent Analysis, and Reimbursement Policies
  • Porter’s Five Forces and PESTLE Analysis
  • Key Developments and Competitive Landscape
  • Market Assessment and Forecast
  • Market Assessment and Forecast, By Product
  • Market Assessment and Forecast, By Technology
  • Market Assessment and Forecast, By Application
  • Market Assessment and Forecast, By End User
  • Market Assessment and Forecast, By Region/Country

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