Outsourced Customer Care Services Market - Global Industry Analysis

Outsourced Customer Care Services Market – By Service Type (Customer Relationship Management, Customer Interaction, and Logistics); By End-User (SMEs and Large Enterprises); and by Region¬–Global Industry Analysis, Size, Share, Growth, Trends, And Forecast, 2020-2026

Published Date: 10-May-2021 Category: Technology & Media Report Format : PDF Pages: 140 Report Code: ZMR-6225 Status : Published

The global Outsourced Customer Care Services Market, which was estimated at 80 (USD Billion) in 2019 and is anticipated to accrue earnings worth 94 (USD Billion) by 2026, is set to record a CAGR of nearly 5.9% over 2020-2026.

Description

The global Outsourced Customer Care Services Market, which was estimated at 80 (USD Billion) in 2019 and is anticipated to accrue earnings worth 94 (USD Billion) by 2026, is set to record a CAGR of nearly 5.9% over 2020-2026. The report offers valuation and analysis of Outsourced Customer Care Services market on a global as well as regional level. The study offers a comprehensive assessment of the industry competition, limitations, sales estimates, avenues, current & emerging trends, and industry-validated market data. The report offers historical data from 2016 to 2019 along with a forecast from 2020 to 2026 based on value (USD Billion).

Outsourced Customer Care Services Market: Overview

Effective customer care services have helped firms in optimizing their profits along with enhancing end-user experience. These services have also helped the firms in gaining competitive edge over competitors. Moreover, outsourcing of customer care services has assisted the firms in cutting high employee costs along with improving consumer service levels. It has also helped the organizations in fulfilling their goals and focus on their core business along with reducing operating costs & employee training costs.

With growing consumer expectations for seamless and effective services, the market for outsourced customer care services is anticipated to gain momentum over the forecast timeframe. Customer first mindset has become the first priority of the firms and customer satisfaction has become their key focal point. Hence, the firms have adopted the business strategy of outsourcing customer care services to reduce its cost & improve time efficiency as well as minimize set up & infrastructural costs. For instance, a large number of firms based in the U.S., the UK, and Australia as well as other European countries are outsourcing their customer care services to the firms based in countries such as India and Philippines.

Global Outsourced Customer Care Services Market

Outsourced Customer Care Services Market : Growth Dynamics

Focus on customer centric approach and need to reduce total cost of ownership is projected to spearhead the growth of outsourced customer care services market in the upcoming years. Necessity of improving service quality and service experience has driven the market demand. Front line customer care staff has the ability of bringing invaluable consumer insights & expertise through delivery of efficient services to the customers and this will further enhance the scope of outsourced customer care services industry over the forthcoming years. With Omnichannel approach and right first time approach, third parties are integrating new technologies to fulfill the need for  high end personal experiences, thereby driving market trends. Additionally, need for improving customer loyalty & retention will steer the market size. The use of virtual assistants & internet robotics for voice channels, chats, and voice response systems will culminate into humungous surge in the business growth in the coming decade.

Furthermore, use of new technologies such as behaviour routing tool, AI, and visualization will expand the market scope over the years to come. With tough competition among the service providers, players are trying to highlight their services quality, thereby influencing the frame of reference of consumers as well as customer cues. This, in turn, will help in enhancing the market value in the near future. 

Regional Landscape

North America To Make Major Contributions Towards Global Market Share By 2026

The expansion of regional industry over forecast timeline is owing to large number of IT & ITES firms in the U.S. and Canada outsourcing their customer care services to Asian countries such as India and Philippines with an aim of saving expenses incurred on employee recruitment, infrastructure, cost on training employees. Apart from this, firms in these countries are focusing on their key competencies through outsourcing of customer care services, thereby increasing their profitability. This will further expand the range of the market scope in the sub-continent over forecast timeline.

Report Scope:

Report Attribute Details
Base Year 2020
Historic Years 2016 - 2020
Forecast Years 2021 - 2028
Segments Covered By Product Type, By Application, and By End Use
Forecast Units Value (USD Billion), and Volume (Units)
Quantitative Units Revenue in USD million/billion and CAGR from 2021 to 2028
Regions Covered North America, Europe, Asia Pacific, Latin America, and Middle East & Africa, and Rest of World
Countries Covered U.S., Canada, Mexico, U.K., Germany, France, Italy, Spain, China, India, Japan, South Korea, Brazil, Argentina, GCC Countries, and South Africa, among others
Number of Companies Covered 10 companies with scope for including additional 15 companies upon request
Report Coverage Market growth drivers, restraints, opportunities, Porter’s five forces analysis, PEST analysis, value chain analysis, regulatory landscape, market attractiveness analysis by segments and region, company market share analysis, and COVID-19 impact analysis.
Customization Scope Avail customized purchase options to meet your exact research needs.

Competitive Landscape

Key participants included in the study are Stream Global Services, StarTek, Accenture, Expert Global Solutions, Sykes Enterprises, Aegis, West Corporation, Convergys Corporation, Teleperformance SA, Synnex Corporation, Amdocs, and Transcom Worldwide.

The global Outsourced Customer Care Services Market is segmented as follows:

By Service Type

By End-User

  • SMEs
  • Large Enterprises

By Region

  • North America
    • The U.S.
    • Canada
  • Europe
    • France
    • The UK
    • Spain
    • Germany
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Southeast Asia
    • Rest of Asia Pacific
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America
  • Middle East & Africa
    • GCC
    • South Africa
    • Rest of Middle East & Africa

Table Of Content

  • Chapter 1. Preface
    • 1.1. Report Description and Scope
    • 1.2. Research Scope
    • 1.3. Research Methodology
      • 1.3.1. Market Research Type
      • 1.3.2. Market Research Methodology
  • Chapter 2. Executive Summary
    • 2.1. Outsourced Customer Care Services Market, 2016–2026(USD Billion)
    • 2.2. Outsourced Customer Care Services Market: Snapshot
  • Chapter 3. Global Outsourced Customer Care Services Market– Industry Analysis
    • 3.1. Outsourced Customer Care Services Market: Market Dynamics
    • 3.2. Market Drivers
      • 3.2.1. Necessity of improving service quality and service experience has driven the market demand.
      • 3.2.2. Front line customer care staff has the ability of bringing invaluable consumer insights & expertise through delivery of efficient services to the customers and this will further enhance the scope of outsourced customer care services industry over the forthcoming years.
    • 3.3. Porter’s Five Forces Analysis
    • 3.4. Market Attractiveness Analysis
      • 3.4.1. Market attractiveness analysis By Service Type
      • 3.4.2. Market attractiveness analysis By End-User
  • Chapter 4. Global Outsourced Customer Care Services Market– Competitive Landscape
    • 4.1. Company market share analysis
      • 4.1.1. Global Outsourced Customer Care Services Market: company market share, 2019
    • 4.2. Strategic development
      • 4.2.1. Acquisitions & mergers
      • 4.2.2. New Service launches
      • 4.2.3. Agreements, partnerships, cullaborations, and joint ventures
      • 4.2.4. Research and development and Regional expansion
    • 4.3. Price trend analysis
  • Chapter 5. Global Outsourced Customer Care Services Market– Service Type Analysis
    • 5.1. Global Outsourced Customer Care Services Market overview: By Service Type
      • 5.1.1. Global Outsourced Customer Care Services Market share, By Service Type , 2019 and 2026
    • 5.2. Customer Relationship Management
      • 5.2.1. Global Outsourced Customer Care Services Market by Customer Relationship Management, 2016–2026(USD Billion)
    • 5.3. Customer Interaction
      • 5.3.1. Global Outsourced Customer Care Services Market by Customer Interaction, 2016–2026(USD Billion)
    • 5.4. Logistics
      • 5.4.1. Global Outsourced Customer Care Services Market by Logistics, 2016–2026(USD Billion)
  • Chapter 6. Global Outsourced Customer Care Services Market– End-User Analysis
    • 6.1. Global Outsourced Customer Care Services Market overview: By Service
      • 6.1.1. Global Outsourced Customer Care Services Market share, By Service, 2019 and 2026
    • 6.2. SMEs
      • 6.2.1. Global Outsourced Customer Care Services Market by SMEs, 2016–2026(USD Billion)
    • 6.3. Large Enterprises
      • 6.3.1. Global Outsourced Customer Care Services Market by Large Enterprises, 2016–2026(USD Billion)
  • Chapter 7. Company Profiles
    • 7.1. Stream Global Services
      • 7.1.1. Overview
      • 7.1.2. Financials
      • 7.1.3. Service Portfolio
      • 7.1.4. Business Strategy
      • 7.1.5. Recent Developments
    • 7.2. StarTek
      • 7.2.1. Overview
      • 7.2.2. Financials
      • 7.2.3. Service Portfolio
      • 7.2.4. Business Strategy
      • 7.2.5. Recent Development
    • 7.3. Accenture
      • 7.3.1. Overview
      • 7.3.2. Financials
      • 7.3.3. Service Portfolio
      • 7.3.4. Business Strategy
      • 7.3.5. Recent Development
    • 7.4. Expert Global Sulutions
      • 7.4.1. Overview
      • 7.4.2. Financials
      • 7.4.3. Service Portfolio
      • 7.4.4. Business Strategy
      • 7.4.5. Recent Development
    • 7.5. Sykes Enterprises
      • 7.5.1. Overview
      • 7.5.2. Financials
      • 7.5.3. Service Portfolio
      • 7.5.4. Business Strategy
      • 7.5.5. Recent Development
    • 7.6. Aegis
      • 7.6.1. Overview
      • 7.6.2. Financials
      • 7.6.3. Service Portfolio
      • 7.6.4. Business Strategy
      • 7.6.5. Recent Development
    • 7.7. West Corporation
      • 7.7.1. Overview
      • 7.7.2. Financials
      • 7.7.3. Service Portfolio
      • 7.7.4. Business Strategy
      • 7.7.5. Recent Development
    • 7.8. Convergys Corporation
      • 7.8.1. Overview
      • 7.8.2. Financials
      • 7.8.3. Service Portfolio
      • 7.8.4. Business Strategy
      • 7.8.5. Recent Development
    • 7.9. Teleperformance SA
      • 7.9.1. Overview
      • 7.9.2. Financials
      • 7.9.3. Service Portfolio
      • 7.9.4. Business Strategy
      • 7.9.5. Recent Development
    • 7.10. Synnex Corporation
      • 7.10.1. Overview
      • 7.10.2. Financials
      • 7.10.3. Service Portfolio
      • 7.10.4. Business Strategy
      • 7.10.5. Recent Development
    • 7.11. Amdocs
      • 7.11.1. Overview
      • 7.11.2. Financials
      • 7.11.3. Service Portfolio
      • 7.11.4. Business Strategy
      • 7.11.5. Recent Development
    • 7.12. Transcom Worldwide
      • 7.12.1. Overview
      • 7.12.2. Financials
      • 7.12.3. Service Portfolio
      • 7.12.4. Business Strategy
      • 7.12.5. Recent Development

Table Of Figures

List of Figures

1. Market research Type
2. Market research methodology
3. Global Outsourced Customer Care Services Market, 2016–2026(USD Billion)
4. Porter’s Five Forces Analysis
5. Global Outsourced Customer Care Services Market attractiveness, By Service Type
6. Global Outsourced Customer Care Services Market attractiveness, By End-User
7. Global Outsourced Customer Care Services Market share by Service Type,2019 and 2026 (USD Billion)
8. Global Outsourced Customer Care Services Market by Customer Relationship Management, 2016–2026(USD Billion)
9. Global Outsourced Customer Care Services Market by Group Service Type, 2016–2026(USD Billion)
10. Global Outsourced Customer Care Services Market by Logistics, 2016–2026(USD Billion)
11. Global Outsourced Customer Care Services Market share by End-User ,2019 and 2026 (USD Billion)
12. Global Outsourced Customer Care Services Market by SMEs, 2016–2026(USD Billion)
13. Global Outsourced Customer Care Services Market by Large Enterprises, 2016–2026(USD Billion)
14. Global Outsourced Customer Care Services Market share, by Region, 2019 and 2026
15. North America Outsourced Customer Care Services Market, 2016–2026(USD Billion)
16. Europe Outsourced Customer Care Services Market, 2016–2026(USD Billion)
17. Asia Pacific Outsourced Customer Care Services Market, 2016–2026(USD Billion)
18. Latin America Outsourced Customer Care Services Market, 2016–2026(USD Billion)
19. The Middle East and Africa Outsourced Customer Care Services Market, 2016–2026(USD Billion)


Table Of Tables

List of Tables

1. Global Outsourced Customer Care Services Market: snapshot
2. Drivers of the Outsourced Customer Care Services Market: impact analysis
3. North America Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
4. North America Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
5. The U.S. Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
6. The U.S. Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
7. Rest of North America Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
8. Rest of North America Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
9. Europe Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
10. Europe Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
11. UK Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
12. UK Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
13. France Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
14. France Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
15. Germany Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
16. Germany Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
17. Rest of Europe Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
18. Rest of Europe Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
19. Asia Pacific Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
20. Asia Pacific Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
21. China Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
22. China Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
23. Japan Outsourced Customer Care Services Market revenue, By Service Type ,2016–2026(USD Billion)
24. Japan Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
25. India Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
26. India Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
27. Rest of Asia Pacific Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
28. Rest of Asia Pacific Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
29. Latin America Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
30. Latin America Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
31. Brazil Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
32. Brazil Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
33. Rest of Latin America Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
34. Rest of Latin America Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
35. The Middle East and Africa Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
36. The Middle East and Africa Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
37. Saudi Arabia Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
38. Saudi Arabia Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
39. South Africa Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
40. South Africa Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)
41. Rest of the Middle East & Africa Outsourced Customer Care Services Market revenue, By Service Type  ,2016–2026(USD Billion)
42. Rest of the Middle East & Africa Outsourced Customer Care Services Market revenue, By End-User,2016–2026(USD Billion)


 
 

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FrequentlyAsked Questions

Focus on customer centric approach and need to reduce total cost of ownership is projected to spearhead the growth of outsourced customer care services market in the upcoming years. Necessity of improving service quality and service experience has driven the market demand. Front line customer care staff has the ability of bringing invaluable consumer insights & expertise through delivery of efficient services to the customers and this will further enhance the scope of outsourced customer care services industry over the forthcoming years. With Omnichannel approach and right first time approach, third parties are integrating new technologies to fulfill the need for   high end personal experiences, thereby driving market trends. Additionally, need for improving customer loyalty & retention will steer the market size. The use of virtual assistants & internet robotics for voice channels, chats, and voice response systems will culminate into humungous surge in the business growth in the coming decade.

Furthermore, use of new technologies such as behaviour routing tool, AI, and visualization will expand the market scope over the years to come. With tough competition among the service providers, players are trying to highlight their services quality, thereby influencing the frame of reference of consumers as well as customer cues. This, in turn, will help in enhancing the market value in the near future. 

According to Zion market research report, the global Outsourced Customer Care Services Market, which was estimated at 80 (USD Billion) in 2019 and is anticipated to accrue earnings worth 94 (USD Billion) by 2026, is set to record a CAGR of nearly 5.9% over 2020-2026.

 

North America will contribute lucratively towards the global market size over the estimated timeline. The regional market surge is due to large number of IT & ITES firms in the U.S. and Canada outsourcing their customer care services to Asian countries such as India and Philippines with an aim of saving expenses incurred on employee recruitment, infrastructure, cost on training employees. Apart from this, firms in these countries are focusing on their key competencies through outsourcing of customer care services, thereby increasing their profitability. This will further expand the range of the market scope in the sub-continent over forecast timeline.

The key market participants include Stream Global Services, StarTek, Accenture, Expert Global Solutions, Sykes Enterprises, Aegis, West Corporation, Convergys Corporation, Teleperformance SA, Synnex Corporation, Amdocs, and Transcom Worldwide.

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