The Global Market for Call Centers is Projected to Reach US$407 Billion by 2022

Unrelenting Focus on Customer Experience Drives the Undying Importance of Call Centers, According to a New Report by Global Industry Analysts, Inc.

GIA launches comprehensive analysis of industry segments, trends, growth drivers, market share, size and demand forecasts on the global Call Centers market. The global market for Call Centers is projected to reach US$407 billion by 2022, driven by the unrelenting focus of businesses across all sectors on delivering truly customer-centric services and the resulting need for call centers as a critical touch point for customer interactions.

Call centers, also known as contact centers, have a staggering impact on the way modern enterprises communicate with their customers and represent a crucial element in delivery of high-quality service. Enterprises, which put customer loyalty on top of their agenda, have higher preference for call centers and see call centers as a means to differentiate their products and services and to maximize customer experience and satisfaction. Call centers will continue to be at the forefront of customer satisfaction and support playing a key role in enhancing customer value and maintaining customer loyalty. A call center also plays a key role in customer retention during the customer lifecycle, especially when a customer is rethinking the value proposition offered by the company's products and services. Call centers have also gone beyond serving only inbound calls to even embrace outbound call center operations. Modern call centers are identified by their new management techniques, enhanced value systems for the customers and high degree of responsiveness. Companies are seeking out creative ways to make call center operations more productive and effective. Some of the early drivers of the evolution of call centers were the telecom revolution that set the initial platform for call centers to evolve and prosper; and spurt in mobile telephony with the introduction of smartphones bringing innovative customer service delivery platforms. 

Outsourced call center services are posed to gain traction in the coming years as cost benefits drive companies across all industry verticals to outsource their customer requests, order processing, technical support, problem solving and query handling functions to third party service providers. An in-house contact center requires frequent maintenance and upgrades of key infrastructure that adds to a company’s capital and operating expenditure. Also, the increase in the number of an organization’s functional areas being served by call centers has made deploying in-house call centers a complex task. For instance, on-premise call center infrastructure requires periodic hardware & software updates, time-consuming migration and management of user settings, expensive training and re-training of in-house staff, hiring new subject matter experts into the team and continuous administration and management needs that require dedicated in-house professionals to routinely manage computing and application software updates. By providing an antidote to all of the challenges posed by maintaining an in-house call center, outsourced call centers are becoming preferable both from an operational and financial standpoint.  

As stated by the new market research report on Call Centers, the US represents the largest market worldwide. Asia-Pacific is forecast to emerge as the fastest growing market with a CAGR of 13.3% over the analysis period, led by the region’s emergence as the world’s hub for outsourced contact center services; focus on customer care by local businesses driven by intense competition and explosion of internet commerce; weakening customer loyalty amid countless choices and the resulting need to reinvest in call centers to retain customers by achieving higher levels of customer satisfaction.     

Major players in the market include [24]7 Inc., Alliance Data Systems, Inc., ATOS S.A., BT Communications (Ireland) Limited, Capita Customer Management Limited, Convergys Corp., Entel Call Center, EXL Service Holdings, Inc., Genpact, HCL BPO Services NI Ltd, IBEX Global, IBM Global Process Services Pvt. Ltd, Plusoft Informatica Ltd, Sitel, Sykes Enterprises, Inc., Tata Consultancy Services Limited, Teleperformance SA, and West Corporation among others.

The research report titled “Call Centers: A Global Strategic Business Report” announced by Global Industry Analysts Inc., provides a comprehensive review of market trends, issues, drivers, mergers, acquisitions and other strategic industry activities of global companies.  The report provides market estimates and projections for all major geographic markets such as the US, Canada, Japan, Europe (France, Germany, Italy, UK, Spain, Russia, Ireland, the Netherlands, Sweden, and Rest of Europe), Asia-Pacific (Australia, China, India, The Philippines, Singapore, and Rest of Asia-Pacific), Latin America (Brazil, Mexico and Rest of Latin America) and Rest of World.

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