A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
The Call Centre market revenue was xx.xx Million USD in 2019, and will reach xx.xx Million USD in 2025, with a CAGR of x.x% during 2020-2025.
Under COVID-19 outbreak globally, this report provides 360 degrees of analysis from supply chain, import and export control to regional government policy and future influence on the industry. Detailed analysis about market status (2015-2020), enterprise competition pattern, advantages and disadvantages of enterprise products, industry development trends (2020-2025), regional industrial layout characteristics and macroeconomic policies, industrial policy has also been included. From raw materials to end users of this industry are analyzed scientifically, the trends of product circulation and sales channel will be presented as well. Considering COVID-19, this report provides comprehensive and in-depth analysis on how the epidemic push this industry transformation and reform.
In COVID-19 outbreak, Chapter 2.2 of this report provides an analysis of the impact of COVID-19 on the global economy and the Call Centre industry.
Chapter 3.7 covers the analysis of the impact of COVID-19 from the perspective of the industry chain.
In addition, chapters 7-11 consider the impact of COVID-19 on the regional economy.
The Call Centre market can be split based on product types, major applications, and important countries as follows:
Key players in the global Call Centre market covered in Chapter 12:
EXL Service Holdings
BT Communications (Ireland)
Genpact
Plusoft Informatica
IBEX Global
West Corporation
Convergys Corp
Tata Consultancy Services
ATOS
IBM Global Process Services
Teleperformance
Sykes Enterprises
Capita Customer Management
HCL BPO Services NI
Enter Call Center
Sitel
In Chapter 4 and 14.1, on the basis of types, the Call Centre market from 2015 to 2025 is primarily split into:
Out-sourced call Centres
In-house call centres
In Chapter 5 and 14.2, on the basis of applications, the Call Centre market from 2015 to 2025 covers:
Mass market centre
B2B centre
Universal centre
Geographically, the detailed analysis of consumption, revenue, market share and growth rate, historic and forecast (2015-2025) of the following regions are covered in Chapter 6, 7, 8, 9, 10, 11, 14:
North America (Covered in Chapter 7 and 14)
United States
Canada
Mexico
Europe (Covered in Chapter 8 and 14)
Germany
UK
France
Italy
Spain
Russia
Others
Asia-Pacific (Covered in Chapter 9 and 14)
China
Japan
South Korea
Australia
India
Southeast Asia
Others
Middle East and Africa (Covered in Chapter 10 and 14)
Saudi Arabia
UAE
Egypt
Nigeria
South Africa
Others
South America (Covered in Chapter 11 and 14)
Brazil
Argentina
Columbia
Chile
Others
Years considered for this report:
Historical Years: 2015-2019
Base Year: 2019
Estimated Year: 2020
Forecast Period: 2020-2025
Table of Content
1 Call Centre Introduction and Market Overview
1.1 Objectives of the Study
1.2 Overview of Call Centre
1.3 Scope of The Study
1.3.1 Key Market Segments
1.3.2 Players Covered
1.3.3 COVID-19's impact on the Call Centre industry
1.4 Methodology of The Study
1.5 Research Data Source
2 Executive Summary
2.1 Market Overview
2.1.1 Global Call Centre Market Size, 2015 - 2020
2.1.2 Global Call Centre Market Size by Type, 2015 - 2020
2.1.3 Global Call Centre Market Size by Application, 2015 - 2020
2.1.4 Global Call Centre Market Size by Region, 2015 - 2025
2.2 Business Environment Analysis
2.2.1 Global COVID-19 Status and Economic Overview
2.2.2 Influence of COVID-19 Outbreak on Call Centre Industry Development
3 Industry Chain Analysis
3.1 Upstream Raw Material Suppliers of Call Centre Analysis
3.2 Major Players of Call Centre
3.3 Call Centre Manufacturing Cost Structure Analysis
3.3.1 Production Process Analysis
3.3.2 Manufacturing Cost Structure of Call Centre
3.3.3 Labor Cost of Call Centre
3.4 Market Distributors of Call Centre
3.5 Major Downstream Buyers of Call Centre Analysis
3.6 The Impact of Covid-19 From the Perspective of Industry Chain
3.7 Regional Import and Export Controls Will Exist for a Long Time
3.8 Continued downward PMI Spreads Globally
4 Global Call Centre Market, by Type
4.1 Global Call Centre Value and Market Share by Type (2015-2020)
4.2 Global Call Centre Production and Market Share by Type (2015-2020)
4.3 Global Call Centre Value and Growth Rate by Type (2015-2020)
4.3.1 Global Call Centre Value and Growth Rate of Out-sourced call Centres
4.3.2 Global Call Centre Value and Growth Rate of In-house call centres
4.4 Global Call Centre Price Analysis by Type (2015-2020)
5 Call Centre Market, by Application
5.1 Downstream Market Overview
5.2 Global Call Centre Consumption and Market Share by Application (2015-2020)
5.3 Global Call Centre Consumption and Growth Rate by Application (2015-2020)
5.3.1 Global Call Centre Consumption and Growth Rate of Mass market centre (2015-2020)
5.3.2 Global Call Centre Consumption and Growth Rate of B2B centre (2015-2020)
5.3.3 Global Call Centre Consumption and Growth Rate of Universal centre (2015-2020)
6 Global Call Centre Market Analysis by Regions
6.1 Global Call Centre Sales, Revenue and Market Share by Regions
6.1.1 Global Call Centre Sales by Regions (2015-2020)
6.1.2 Global Call Centre Revenue by Regions (2015-2020)
6.2 North America Call Centre Sales and Growth Rate (2015-2020)
6.3 Europe Call Centre Sales and Growth Rate (2015-2020)
6.4 Asia-Pacific Call Centre Sales and Growth Rate (2015-2020)
6.5 Middle East and Africa Call Centre Sales and Growth Rate (2015-2020)
6.6 South America Call Centre Sales and Growth Rate (2015-2020)
7 North America Call Centre Market Analysis by Countries
7.1 The Influence of COVID-19 on North America Market
7.2 North America Call Centre Sales, Revenue and Market Share by Countries
7.2.1 North America Call Centre Sales by Countries (2015-2020)
7.2.2 North America Call Centre Revenue by Countries (2015-2020)
7.3 United States Call Centre Sales and Growth Rate (2015-2020)
7.4 Canada Call Centre Sales and Growth Rate (2015-2020)
7.5 Mexico Call Centre Sales and Growth Rate (2015-2020)
8 Europe Call Centre Market Analysis by Countries
8.1 The Influence of COVID-19 on Europe Market
8.2 Europe Call Centre Sales, Revenue and Market Share by Countries
8.2.1 Europe Call Centre Sales by Countries (2015-2020)
8.2.2 Europe Call Centre Revenue by Countries (2015-2020)
8.3 Germany Call Centre Sales and Growth Rate (2015-2020)
8.4 UK Call Centre Sales and Growth Rate (2015-2020)
8.5 France Call Centre Sales and Growth Rate (2015-2020)
8.6 Italy Call Centre Sales and Growth Rate (2015-2020)
8.7 Spain Call Centre Sales and Growth Rate (2015-2020)
8.8 Russia Call Centre Sales and Growth Rate (2015-2020)
9 Asia Pacific Call Centre Market Analysis by Countries
9.1 The Influence of COVID-19 on Asia Pacific Market
9.2 Asia Pacific Call Centre Sales, Revenue and Market Share by Countries
9.2.1 Asia Pacific Call Centre Sales by Countries (2015-2020)
9.2.2 Asia Pacific Call Centre Revenue by Countries (2015-2020)
9.3 China Call Centre Sales and Growth Rate (2015-2020)
9.4 Japan Call Centre Sales and Growth Rate (2015-2020)
9.5 South Korea Call Centre Sales and Growth Rate (2015-2020)
9.6 India Call Centre Sales and Growth Rate (2015-2020)
9.7 Southeast Asia Call Centre Sales and Growth Rate (2015-2020)
9.8 Australia Call Centre Sales and Growth Rate (2015-2020)
10 Middle East and Africa Call Centre Market Analysis by Countries
10.1 The Influence of COVID-19 on Middle East and Africa Market
10.2 Middle East and Africa Call Centre Sales, Revenue and Market Share by Countries
10.2.1 Middle East and Africa Call Centre Sales by Countries (2015-2020)
10.2.2 Middle East and Africa Call Centre Revenue by Countries (2015-2020)
10.3 Saudi Arabia Call Centre Sales and Growth Rate (2015-2020)
10.4 UAE Call Centre Sales and Growth Rate (2015-2020)
10.5 Egypt Call Centre Sales and Growth Rate (2015-2020)
10.6 Nigeria Call Centre Sales and Growth Rate (2015-2020)
10.7 South Africa Call Centre Sales and Growth Rate (2015-2020)
11 South America Call Centre Market Analysis by Countries
11.1 The Influence of COVID-19 on Middle East and Africa Market
11.2 South America Call Centre Sales, Revenue and Market Share by Countries
11.2.1 South America Call Centre Sales by Countries (2015-2020)
11.2.2 South America Call Centre Revenue by Countries (2015-2020)
11.3 Brazil Call Centre Sales and Growth Rate (2015-2020)
11.4 Argentina Call Centre Sales and Growth Rate (2015-2020)
11.5 Columbia Call Centre Sales and Growth Rate (2015-2020)
11.6 Chile Call Centre Sales and Growth Rate (2015-2020)
12 Competitive Landscape
12.1 EXL Service Holdings
12.1.1 EXL Service Holdings Basic Information
12.1.2 Call Centre Product Introduction
12.1.3 EXL Service Holdings Production, Value, Price, Gross Margin 2015-2020
12.2 BT Communications (Ireland)
12.2.1 BT Communications (Ireland) Basic Information
12.2.2 Call Centre Product Introduction
12.2.3 BT Communications (Ireland) Production, Value, Price, Gross Margin 2015-2020
12.3 Genpact
12.3.1 Genpact Basic Information
12.3.2 Call Centre Product Introduction
12.3.3 Genpact Production, Value, Price, Gross Margin 2015-2020
12.4 Plusoft Informatica
12.4.1 Plusoft Informatica Basic Information
12.4.2 Call Centre Product Introduction
12.4.3 Plusoft Informatica Production, Value, Price, Gross Margin 2015-2020
12.5 IBEX Global
12.5.1 IBEX Global Basic Information
12.5.2 Call Centre Product Introduction
12.5.3 IBEX Global Production, Value, Price, Gross Margin 2015-2020
12.6 West Corporation
12.6.1 West Corporation Basic Information
12.6.2 Call Centre Product Introduction
12.6.3 West Corporation Production, Value, Price, Gross Margin 2015-2020
12.7 Convergys Corp
12.7.1 Convergys Corp Basic Information
12.7.2 Call Centre Product Introduction
12.7.3 Convergys Corp Production, Value, Price, Gross Margin 2015-2020
12.8 Tata Consultancy Services
12.8.1 Tata Consultancy Services Basic Information
12.8.2 Call Centre Product Introduction
12.8.3 Tata Consultancy Services Production, Value, Price, Gross Margin 2015-2020
12.9 ATOS
12.9.1 ATOS Basic Information
12.9.2 Call Centre Product Introduction
12.9.3 ATOS Production, Value, Price, Gross Margin 2015-2020
12.10 IBM Global Process Services
12.10.1 IBM Global Process Services Basic Information
12.10.2 Call Centre Product Introduction
12.10.3 IBM Global Process Services Production, Value, Price, Gross Margin 2015-2020
12.11 Teleperformance
12.11.1 Teleperformance Basic Information
12.11.2 Call Centre Product Introduction
12.11.3 Teleperformance Production, Value, Price, Gross Margin 2015-2020
12.12 Sykes Enterprises
12.12.1 Sykes Enterprises Basic Information
12.12.2 Call Centre Product Introduction
12.12.3 Sykes Enterprises Production, Value, Price, Gross Margin 2015-2020
12.13 Capita Customer Management
12.13.1 Capita Customer Management Basic Information
12.13.2 Call Centre Product Introduction
12.13.3 Capita Customer Management Production, Value, Price, Gross Margin 2015-2020
12.14 HCL BPO Services NI
12.14.1 HCL BPO Services NI Basic Information
12.14.2 Call Centre Product Introduction
12.14.3 HCL BPO Services NI Production, Value, Price, Gross Margin 2015-2020
12.15 Enter Call Center
12.15.1 Enter Call Center Basic Information
12.15.2 Call Centre Product Introduction
12.15.3 Enter Call Center Production, Value, Price, Gross Margin 2015-2020
12.16 Sitel
12.16.1 Sitel Basic Information
12.16.2 Call Centre Product Introduction
12.16.3 Sitel Production, Value, Price, Gross Margin 2015-2020
13 Industry Outlook
13.1 Market Driver Analysis
13.1.2 Market Restraints Analysis
13.1.3 Market Trends Analysis
13.2 Merger, Acquisition and New Investment
13.3 News of Product Release
14 Global Call Centre Market Forecast
14.1 Global Call Centre Market Value & Volume Forecast, by Type (2020-2025)
14.1.1 Out-sourced call Centres Market Value and Volume Forecast (2020-2025)
14.1.2 In-house call centres Market Value and Volume Forecast (2020-2025)
14.2 Global Call Centre Market Value & Volume Forecast, by Application (2020-2025)
14.2.1 Mass market centre Market Value and Volume Forecast (2020-2025)
14.2.2 B2B centre Market Value and Volume Forecast (2020-2025)
14.2.3 Universal centre Market Value and Volume Forecast (2020-2025)
14.3 Call Centre Market Analysis and Forecast by Region
14.3.1 North America Market Value and Consumption Forecast (2020-2025)
14.3.2 Europe Market Value and Consumption Forecast (2020-2025)
14.3.3 Asia Pacific Market Value and Consumption Forecast (2020-2025)
14.3.4 Middle East and Africa Market Value and Consumption Forecast (2020-2025)
14.3.5 South America Market Value and Consumption Forecast (2020-2025)
15 New Project Feasibility Analysis
15.1 Industry Barriers and New Entrants SWOT Analysis
15.1.1 Porter