Global Customer Care BPO Industry Outlook 2021: Overview, Opportunities, Key Companies and Forecast to 2027
Executive Summary
According to GRD Survey data, the global Customer Care BPO market was valued at million US$ in 2020 and is expected to reach million US$ by the end of 2027, growing at a CAGR of % in the forecast period 2021 and 2027.
This report studies the Customer Care BPO market dynamics from angles such as new entries, mergers and acquisitions, fundings, exit and major technology breakthroughs. Market performance is evaluated through market size (Million USD) by players, regions, product types and end industries. This report also studies the global market competition landscape, market drivers and trends, opportunities and challenges, risks and entry barriers, sales channels, distributors and Porter's Five Forces Analysis.
Geographically, this report is segmented into several key regions, with revenue, market share and growth Rate of Customer Care BPO in these regions, from 2016 to 2027, covering
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Italy, Spain and Russia, etc.)
Asia-Pacific (China, Japan, Korea, Southeast Asia, India, Australia)
South America (Brazil, Argentina, Colombia, etc.)
Middle East and Africa (Turkey, Saudi Arabia, South Africa, etc.)
Market Snapshot, By Product Type
Onshore Outsourcing
Offshore Outsourcing
Market Snapshot, By Application
Telecom and IT
BFSI
Healthcare and Life Sciences
Government and Public
Retail and Consumer Goods
Others
Market Snapshot, By Region:
North America
United States
Canada
Mexico
Europe
Germany
France
UK
Italy
Russia
Spain
Asia Pacific
China
Japan
Korea
Southeast Asia
India
Australia
Central & South America
Brazil
Argentina
Colombia
Middle East & Africa
Iran
South Africa
Israel
Turkey
Saudi Arabia
Main Market Players Analyzed in this report, including:
West Corporation
Webhelp
Transcom
TeleTech Holdings
Teleperformance SA
Sykes Enterprises
StarTek Inc
Serco
Infosys BPM
Convergys
Comdata
Atento
Arvato
Amdocs
Alorica
Acticall (Sitel)
The study objectives of this report are:
To study and analyze the global Customer Care BPO market size (Million USD) by company, key regions/countries, products and application, history data from 2016 to 2020, and forecast to 2027.
To understand industry structure of Customer Care BPO market by identifying its various subsegments.
To share detailed information about the key factors influencing the growth of the market (growth potential, opportunities, drivers, industry-specific challenges and risks).
To identify the key global Customer Care BPO manufacturers and regional typical players, to define, describe and analyze their sales volume, value, market share, market competition landscape, SWOT analysis and development plans in next few years.
To analyze the Customer Care BPO market with respect to individual growth trends, future prospects, and their contribution to the total market.
To project the value and volume of Customer Care BPO submarkets, with respect to key regions (along with their respective key countries).
To analyze competitive developments such as expansions, agreements, new product launches, and acquisitions in the market.
To strategically profile the key players and comprehensively analyze their growth strategies.
In this study, the years considered to estimate the market size of Customer Care BPO are as follows:
History Year: 2016-2020
Base Year: 2020
Estimated Year: 2021
Forecast Year 2021 to 2027
This report includes the estimation of market size from top-down approach by analyzing major submarkets and their major driving factors, and verified from bottom-up approaches. Key players in the market have been identified through secondary research, and their market shares have been determined through primary and secondary research. All percentage shares, splits, and breakdowns have been determined using secondary sources and verified from primary sources.
For the data information by region, company, type and application, 2020 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.
Key Stakeholders Considered in the study:
Raw material vendors
Distributors/traders/wholesalers/suppliers
Regulatory authorities, including government agencies and NGO
Commercial research & development (R&D) institutions
Importers and exporters
Government organizations, research organizations, and consulting firms
Trade/Industrial associations
End-use industries
Table of Contents
1 Market Definition & Scope
1.1 Definition & Scope
1.2 Customer Care BPO Product Specifications
1.3 Main Events (Entry, M&A, Exit, Technology and Capital Activity)
1.4 Global Customer Care BPO Market Performance and Outlook
2 Market Development Performance under COVID-19
2.1 Influencing Factors of Industry Development in the Next Five Years
2.1.1 Drivers
2.1.2 Restraints
2.1.3 Opportunities
2.2 Porter's Five Forces Analysis
2.3 Comparison of Alternatives and Customer Care BPO
3 3 Industrial Lift Cycle and Main Buyers Analysis
3.1 Industry Life Cycle Analysis
3.2 Key Buying Industries/Consumers
3.2.1 Major Buyers in Application One
3.2.2 Major Buyers in Application Two
3.2.1 Major Buyers in Application Three
4 Market Segment: by Type
4.1 Customer Care BPO Type Introduction
4.1.1 Onshore Outsourcing
4.1.2 Offshore Outsourcing
4.2 Global Customer Care BPO Revenue by Type 2016-2021
5 Market Segment: by Application
5.1 Customer Care BPO Type Introduction
5.1.1 Telecom and IT
5.1.2 BFSI
5.1.3 Healthcare and Life Sciences
5.1.3 Government and Public
5.1.4 Retail and Consumer Goods
5.1.5 Others
5.2 Global Customer Care BPO Revenue by Application 2016-2021
6 Marke Segment: by Region
6.1 Global Customer Care BPO Market by Region
6.2 North America Customer Care BPO Market 2016-2021
6.3 Europe Customer Care BPO Market 2016-2021
6.4 Asia Pacific Customer Care BPO Market 2016-2021
6.5 South America Customer Care BPO Market 2016-2021
6.6 Middle East and Africa Customer Care BPO Market 2016-2021
7 North America
7.1 North America Customer Care BPO Market by Country 2016-2021
7.2 United States
7.3 Canada
7.4 Mexico
8 Europe
8.1 Europe Customer Care BPO Market by Country 2016-2021
8.2 Germany
8.3 France
8.4 UK
8.5 Italy
8.6 Russia
8.7 Spain
9 Asia Pacific
9.1 Asia Pacific Customer Care BPO Market by Country 2016-2021
9.2 China
9.3 Japan
9.4 Korea
9.5 Southeast Asia
9.6 India
9.7 Australia
10 South America
10.1 South America Customer Care BPO Market by Country 2016-2021
10.2 Brazil
10.3 Argentina
10.4 Colombia
11 Middle East and Africa
11.1 Middle East and Africa Customer Care BPO Market by Country 2016-2021
11.2 Turkey
11.3 Saudi Arabia
11.4 South Africa
12 Key Participants Company Information
3.1 West Corporation
3.1.1 West Corporation Company Information
3.1.2 West Corporation Customer Care BPO Product Portfolio, Specification and Application
3.1.3 West Corporation Customer Care BPO Revenue and Gross Margin (2019-2021)
3.1.4 West Corporation Key Development
3.2 Webhelp
3.2.1 Webhelp Company Information
3.2.2 Webhelp Customer Care BPO Product Portfolio, Specification and Application
3.2.3 Webhelp Customer Care BPO Revenue and Gross Margin (2019-2021)
3.2.4 Webhelp Key Development
3.3 Transcom
3.3.1 Transcom Company Information
3.3.2 Transcom Customer Care BPO Product Portfolio, Specification and Application
3.3.3 Transcom Customer Care BPO Revenue and Gross Margin (2019-2021)
3.3.4 Transcom Key Development
3.4 TeleTech Holdings
3.4.1 TeleTech Holdings Company Information
3.4.2 TeleTech Holdings Customer Care BPO Product Portfolio, Specification and Application
3.4.3 TeleTech Holdings Customer Care BPO Revenue and Gross Margin (2019-2021)
3.4.4 TeleTech Holdings Key Development
3.5 Teleperformance SA
3.5.1 Teleperformance SA Company Information
3.5.2 Teleperformance SA Customer Care BPO Product Portfolio, Specification and Application
3.5.3 Teleperformance SA Customer Care BPO Revenue and Gross Margin (2019-2021)
3.5.4 Teleperformance SA Key Development
3.6 Sykes Enterprises
3.6.1 Sykes Enterprises Company Information
3.6.2 Sykes Enterprises Customer Care BPO Product Portfolio, Specification and Application
3.6.3 Sykes Enterprises Customer Care BPO Revenue and Gross Margin (2019-2021)
3.6.4 Sykes Enterprises Key Development
3.7 StarTek Inc
3.7.1 StarTek Inc Company Information
3.7.2 StarTek Inc Customer Care BPO Product Portfolio, Specification and Application
3.7.3 StarTek Inc Customer Care BPO Revenue and Gross Margin (2019-2021)
3.7.4 Sykes Enterprises Key Development
3.9 Infosys BPM
3.9.1 Infosys BPM Company Information
3.9.2 Infosys BPM Customer Care BPO Product Portfolio, Specification and Application
3.9.3 Infosys BPM Customer Care BPO Revenue and Gross Margin (2019-2021)
3.9.4 Infosys BPM Key Development
3.8 Serco
3.8.1 Serco Company Information
3.8.2 Serco Customer Care BPO Product Portfolio, Specification and Application
3.8.3 Serco Customer Care BPO Revenue and Gross Margin (2019-2021)
3.8.4 Serco Key Development
3.11 Comdata
3.11.1 Comdata Company Information
3.11.2 Comdata Customer Care BPO Product Portfolio, Specification and Application
3.11.3 Comdata Customer Care BPO Revenue and Gross Margin (2019-2021)
3.11.4 Comdata Key Development
3.12 Atento
3.12.1 Atento Company Information
3.12.2 Atento Customer Care BPO Product Portfolio, Specification and Application
3.12.3 Atento Customer Care BPO Revenue and Gross Margin (2019-2021)
3.12.4 Atento Key Development
3.13 Arvato
3.13.1 Arvato Company Information
3.13.2 Arvato Customer Care BPO Product Portfolio, Specification and Application
3.13.3 Arvato Customer Care BPO Revenue and Gross Margin (2019-2021)
3.13.4 Arvato Key Development
3.14 Amdocs
3.14.1 Amdocs Company Information
3.14.2 Amdocs Customer Care BPO Product Portfolio, Specification and Application
3.14.3 Amdocs Customer Care BPO Revenue and Gross Margin (2019-2021)
3.14.4 Amdocs Key Development
3.15 Alorica
3.15.1 Alorica Company Information
3.15.2 Alorica Customer Care BPO Product Portfolio, Specification and Application
3.15.3 Alorica Customer Care BPO Revenue and Gross Margin (2019-2021)
3.15.4 Alorica Key Development
13 Global Customer Care BPO Market Forecast by Region by Type and by Application
13.1 Global Customer Care BPO Revenue Forecast 2022-2027
13.2 Global Customer Care BPO Forecast by Regions
13.3 Global Customer Care BPO Forecast by Type
13.4 Global Customer Care BPO Forecast by Application
14 Analyst Views and Conclusions
15 Methodology and Data Source
15.1 Methodology
15.2 Research Data Source
15.2.1 Secondary Data
15.2.2 Primary Data
15.2.3 Market Size Estimation
15.3 Legal Disclaimer
List of Tables
Table 1: Global Customer Care BPO Production Specifications
Table 2: Drivers in Customer Care BPO Market
Table 3: Restraints Customer Care BPO Market
Table 4: Opportunity in Customer Care BPO Market
Table 5: Comparion of Alternative and Customer Care BPO
Table 6: Customer Care BPO Raw Materials Key Suppliers List
Table 7: Customer Care BPO Distributors List
Table 8: Customer Care BPO Major Buyers in Application One
Table 9: Customer Care BPO Major Buyers in Application Two
Table 10: Customer Care BPO Major Buyers in Application Three
Table 11: Global Customer Care BPO Revenue (Million USD) by Type 2016-2021
Table 12: Global Customer Care BPO Revenue Market Share by Type 2016-2021
Table 18: Global Customer Care BPO Revenue (Million USD) by Application 2016-2021
Table 19: Global Customer Care BPO Revenue Market Share by Application 2016-2021
Table 20: Global Customer Care BPO Revenue (Million USD) by Region 2016-2021
Table 21: Global Customer Care BPO Revenue Market Share by Region 2016-2021
Table 22: North America Customer Care BPO Revenue (Million USD) by Country 2016-2021
Table 23: North America Customer Care BPO Revenue Market Share by Country 2016-2021)
Table 24: Europe Customer Care BPO Revenue (Million USD) by Country 2016-2021
Table 25: Europe Customer Care BPO Revenue Market Share by Country 2016-2021)
Table 26: Asia Pacific Customer Care BPO Revenue (Million USD) by Country 2016-2021
Table 27: Asia Pacific Customer Care BPO Revenue Market Share by Country 2016-2021)
Table 28: South America Customer Care BPO Revenue (Million USD) by Country 2016-2021
Table 29: South America Customer Care BPO Revenue Market Share by Country 2016-2021)
Table 30: Middle East and Africa Customer Care BPO Revenue (Million USD) by Country 2016-2021
Table 31: Middle East and Africa Customer Care BPO Revenue Market Share by Country 2016-2021)
Table 32 West Corporation Company Information
Table 33 West Corporation Customer Care BPO Product Portfolio, Specification and Application
Table 34 West Corporation Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 35 Webhelp Company Information
Table 36 Webhelp Customer Care BPO Product Portfolio, Specification and Application
Table 37 Webhelp Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 38 Transcom Company Information
Table 39 Transcom Customer Care BPO Product Portfolio, Specification and Application
Table 40 Transcom Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 41 TeleTech Holdings Company Information
Table 42 TeleTech Holdings Customer Care BPO Product Portfolio, Specification and Application
Table 43 TeleTech Holdings Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 44 Teleperformance SA Company Information
Table 45 Teleperformance SA Customer Care BPO Product Portfolio, Specification and Application
Table 46 Teleperformance SA Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 47 Sykes Enterprises Company Information
Table 48 Sykes Enterprises Customer Care BPO Product Portfolio, Specification and Application
Table 49 Sykes Enterprises Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 50 StarTek Inc Company Information
Table 51 StarTek Inc Customer Care BPO Product Portfolio, Specification and Application
Table 52 StarTek Inc Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 53 Serco Company Information
Table 54 Serco Customer Care BPO Product Portfolio, Specification and Application
Table 55 Serco Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 56 Infosys BPM Company Information
Table 57 Infosys BPM Customer Care BPO Product Portfolio, Specification and Application
Table 58 Infosys BPM Customer Care BPO Revenue and Gross Margin (2019-2021)
Table 59: Global Customer Care BPO Revenue (Million USD) Forecast by Region (2022-2027)
Table 60: Global Customer Care BPO Revenue Market Share Forecast by Region (2022-2027)
Table 61: Global Customer Care BPO Revenue (Million USD) Forecast by Type (2022-2027)
Table 62: Global Customer Care BPO Revenue Market Share Forecast by Type (2022-2027)
Table 63: Global Customer Care BPO Revenue (Million USD) Forecast by Application (2022-2027)
Table 64: Global Customer Care BPO Revenue Market Share Forecast by Application (2022-2027)
Tables and Figures
List of Figures
Figure 1: Customer Care BPO Picture
Figure 2: Global Customer Care BPO Market Size (Million USD) and Growth Rate (2016-2027)
Figure 3: Porter's Five Forces Analysis
Figure 4: Customer Care BPO Industry Life Cycle
Figure 5: Product Picture of Onshore Outsourcing
Figure 6: Product Picture of Offshore Outsourcing
Figure 9: Global Customer Care BPO Revenue Market Share by Type, 2020
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