I. METHODOLOGY

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW
Influencer Market Insights
World Market Trajectories
Impact of Covid-19 and a Looming Global Recession
Call Centers: A Quick Primer
Recent Market Activity
Call Centers Tap Technology to Improve Operational Efficiency &
Service Quality
Addressing the Evolving Customer Experience
Digital Transformation - Playing an Important Role
Outlook
Developing Markets Drive Growth
Outsourced Call Center Services Market
Despite Outsourcing Wave, In-House Call Centers Continue to
Remain Dominant
Offshore Call Centers: The Key Growth Vertical for Developing
World
A Brief Sketch of Major Offshore Destinations for Call Centers
Onshore Call Centers - Still in the Reckoning
Wave of Re-Shoring & Nearshoring Strategies
Right Shoring Gains Traction in Call Center Operations
Mass Market Call Centers Outnumber B2B Call Centers
Multiple Outsourced Call Centers: Order of the Day
Competition
Leading Players
Startups Spur Innovation in Call Center Industry
Spurt in Mobile Telephony: The Key Driver of Industry
Transformation Seen Over the Last Two Decades
Call Centers - Global Key Competitors Percentage Market Share
in 2022 (E)
Competitive Market Presence - Strong/Active/Niche/Trivial for
Players Worldwide in 2022 (E)

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

3. MARKET TRENDS & DRIVERS
Cloud Communications Continue to Reshape Call Centers market
OmniChannel Strategy Offers Holistic Support
Unified Communications Simplify Customer Engagement
Artificial Intelligence Enhances Call Center Productivity
Industry Displays Increasing Reliance on IVR
Integration of Social Media with Call Center Operations Opens
New Possibilities
Opportunity Indicators
Sustained Increase in Importance of Self-Service
Focus Grows on Improved Contact Center Analytics
Integrating CRM with Big Data Analytics Brings in Significant
Benefits
Companies Target Multi-Skilled Employees
Increase in Remote Contact Center Agents
Building Meaningful Collaboration among Agents and the Way they
Work
Multi-Language Contact Centers - A Key Trend
From Cost Centers to Profit Centers - Call Centers Go Beyond
Service & Support Functions to Adopt Sales & Marketing
Capabilities
Virtual Agents Model Emerges as a New Profitable Approach
Hosted or Virtual Call Centers on the Rise
Improving 'Customer Experience' Turns into Core Area for Call
Centers
KPIs and Metrics Take Center Stage
Call Centers Embrace IP for Better Efficiency
CRM: A Shot in the Arm for Call Centers
Call Center Applications Diversify to Include Mobile Apps
Video Emerges as a New Channel for Call Centers
Voice/Speech Based Technologies Empower Call Center Training &
Operations
Workforce Management Solutions to the Fore
Evolving Database Technologies and Management Strategies Guide
Call Centers to Reach New Avenues
Customer Support & Sales Force Automation Dominate Software
Applications
Multi-Site Call Routing Solutions: Popular with Large Global Firms
Automatic Call Distributing (ACD) Products- From Standalone to
Open and Networked Systems
Key Issues
Growing Digital Engagement Drags Down Voice Based Customer
Interactions
Simplifying Complexities in Call Center Processes: A Key Area
of Focus
Call Centers & the Regulatory Environment

4. GLOBAL MARKET PERSPECTIVE
Table 1: World Recent Past, Current & Future Analysis for Call
Centers by Geographic Region - USA, Canada, Japan, China,
Europe, Asia-Pacific and Rest of World Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2020 through
2027 and % CAGR

Table 2: World Historic Review for Call Centers by Geographic
Region - USA, Canada, Japan, China, Europe, Asia-Pacific and
Rest of World Markets - Independent Analysis of Annual Sales in
US$ Million for Years 2012 through 2019 and % CAGR

Table 3: World 15-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Value Sales for
USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of
World Markets for Years 2012, 2021 & 2027

Table 4: World Recent Past, Current & Future Analysis for
In-House by Geographic Region - USA, Canada, Japan, China,
Europe, Asia-Pacific and Rest of World Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2020 through
2027 and % CAGR

Table 5: World Historic Review for In-House by Geographic
Region - USA, Canada, Japan, China, Europe, Asia-Pacific and
Rest of World Markets - Independent Analysis of Annual Sales in
US$ Million for Years 2012 through 2019 and % CAGR

Table 6: World 15-Year Perspective for In-House by Geographic
Region - Percentage Breakdown of Value Sales for USA, Canada,
Japan, China, Europe, Asia-Pacific and Rest of World for Years
2012, 2021 & 2027

Table 7: World Recent Past, Current & Future Analysis for
Outsourced by Geographic Region - USA, Canada, Japan, China,
Europe, Asia-Pacific and Rest of World Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2020 through
2027 and % CAGR

Table 8: World Historic Review for Outsourced by Geographic
Region - USA, Canada, Japan, China, Europe, Asia-Pacific and
Rest of World Markets - Independent Analysis of Annual Sales in
US$ Million for Years 2012 through 2019 and % CAGR

Table 9: World 15-Year Perspective for Outsourced by Geographic
Region - Percentage Breakdown of Value Sales for USA, Canada,
Japan, China, Europe, Asia-Pacific and Rest of World for Years
2012, 2021 & 2027

Table 10: World Call Centers Market Analysis of Annual Sales in
US$ Million for Years 2012 through 2027

III. MARKET ANALYSIS

UNITED STATES
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in the United States for 2022 (E)
Table 11: USA Recent Past, Current & Future Analysis for Call
Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 12: USA Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 13: USA 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

CANADA
Table 14: Canada Recent Past, Current & Future Analysis for
Call Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 15: Canada Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 16: Canada 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

JAPAN
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in Japan for 2022 (E)
Table 17: Japan Recent Past, Current & Future Analysis for Call
Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 18: Japan Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 19: Japan 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

CHINA
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in China for 2022 (E)
Table 20: China Recent Past, Current & Future Analysis for Call
Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 21: China Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 22: China 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

EUROPE
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in Europe for 2022 (E)
Table 23: Europe Recent Past, Current & Future Analysis for
Call Centers by Geographic Region - France, Germany, Italy, UK
and Rest of Europe Markets - Independent Analysis of Annual
Sales in US$ Million for Years 2020 through 2027 and % CAGR

Table 24: Europe Historic Review for Call Centers by Geographic
Region - France, Germany, Italy, UK and Rest of Europe Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019 and % CAGR

Table 25: Europe 15-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Value Sales for
France, Germany, Italy, UK and Rest of Europe Markets for Years
2012, 2021 & 2027

Table 26: Europe Recent Past, Current & Future Analysis for
Call Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 27: Europe Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 28: Europe 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

FRANCE
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in France for 2022 (E)
Table 29: France Recent Past, Current & Future Analysis for
Call Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 30: France Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 31: France 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

GERMANY
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in Germany for 2022 (E)
Table 32: Germany Recent Past, Current & Future Analysis for
Call Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 33: Germany Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 34: Germany 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and
Outsourced for the Years 2012, 2021 & 2027

ITALY
Table 35: Italy Recent Past, Current & Future Analysis for Call
Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 36: Italy Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 37: Italy 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

UNITED KINGDOM
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in the United Kingdom for 2022 (E)
Table 38: UK Recent Past, Current & Future Analysis for Call
Centers by Type - In-House and Outsourced - Independent
Analysis of Annual Sales in US$ Million for the Years 2020
through 2027 and % CAGR

Table 39: UK Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 40: UK 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Value Sales for In-House and Outsourced
for the Years 2012, 2021 & 2027

REST OF EUROPE
Table 41: Rest of Europe Recent Past, Current & Future Analysis
for Call Centers by Type - In-House and Outsourced -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027 and % CAGR

Table 42: Rest of Europe Historic Review for Call Centers by
Type - In-House and Outsourced Markets - Independent Analysis
of Annual Sales in US$ Million for Years 2012 through 2019 and
% CAGR

Table 43: Rest of Europe 15-Year Perspective for Call Centers
by Type - Percentage Breakdown of Value Sales for In-House and
Outsourced for the Years 2012, 2021 & 2027

ASIA-PACIFIC
Call Centers Market Presence - Strong/Active/Niche/Trivial -
Key Competitors in Asia-Pacific for 2022 (E)
Table 44: Asia-Pacific Recent Past, Current & Future Analysis
for Call Centers by Type - In-House and Outsourced -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027 and % CAGR

Table 45: Asia-Pacific Historic Review for Call Centers by Type -
In-House and Outsourced Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2012 through 2019 and %
CAGR

Table 46: Asia-Pacific 15-Year Perspective for Call Centers by
Type - Percentage Breakdown of Value Sales for In-House and
Outsourced for the Years 2012, 2021 & 2027

REST OF WORLD
Table 47: Rest of World Recent Past, Current & Future Analysis
for Call Centers by Type - In-House and Outsourced -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027 and % CAGR

Table 48: Rest of World Historic Review for Call Centers by
Type - In-House and Outsourced Markets - Independent Analysis
of Annual Sales in US$ Million for Years 2012 through 2019 and
% CAGR

Table 49: Rest of World 15-Year Perspective for Call Centers by
Type - Percentage Breakdown of Value Sales for In-House and
Outsourced for the Years 2012, 2021 & 2027

IV. COMPETITION