Contact Centers
Market, Supplier, Risk and
Competitive Intelligence

Industry Outlook & Drivers

Global Contact Centers Market Analysis and Global Outlook

• The global contact centers market valued at $395 billion in 2018, of which 70–75 percent of contact center services are kept in-house and the remaining 25–30 percent are outsourced to third parties. The industry is dominated by in-house contact centers, and this trend will sustain in the future
• The overall contact center market size is forecasted to grow at a CAGR of nearly 9 percent to reach $550–570 billion by 2022, however, the contact center outsourcing market is expected to register a continuous growth, but at a slower rate, due to a sluggish demand. In-house segment witnessed a bit of higher growth, due to increase in new captive center set-up
• Demand perspective:North America is the leading buyer of customer care outsourcing services, but share of this region remains stable in last year. followed by Europe (mainly Western Europe), the UK and some parts of the MEA. Some parts of APAC drive the outsourcing demand due to rising domestic demand
• Supply perspective: India and the Philippines are the foremost countries in managing contact center outsourcing demand, and will continue to maintain their top positions in the near future. However, a moderate number of contracts are expected to move toward nearshore locations, such as LATAM, and emerging destinations like the Caribbean, Central America and Eastern Europe

Supply and Demand Trends

Preferred Suppliers

• Buyers are exploring opportunities to engage only with their list of preferred service providers for their contact center requirements, consolidating their contact center spend for multiple locations and engaging in strategic relationships
• This enables them to negotiate discounts, as the volume of business is higher with the shortlisted pool of service providers

Focus on Value-added Services

• Buyers are adding the scope of services during the renewal of contracts, such as support in expanded geographies, line of business and the comprehensive list of value-added services, such as omni-channel solutions, process improvement, digital solution and usage of customer analytics to provide better customer experience

Global Contact Centers Market Maturity

• Contact center outsourcing penetration is still low outside of North America and Europe
• Developed markets form about 70-75 percent of the overall outsourced contact center contracts
• Few destinations in APAC and LATAM are witnessing increasing adoption due to rising domestic and nearshore demand

Industry Trends

• Buyers are shifting their focus from cost saving to value-added services to create strategic relationships wherein both parties contribute to each other's success
• Service providers are also improving their supply capability by expanding delivery locations and adding customer analytics and omni-channel solutions in their portfolios to offer better value to buyers over long-term contracts
• Contact center buyers are focusing on providing a better customer experience rather than considering it as only a cost-saving opportunity. Buyers are expecting service providers to successfully manage changing customer needs

Drivers and Constraints

Rising customer focus and complexity to provide a better customer experience will encourage buyers to outsource contact center services to third parties. Therefore, it has been noticed that outsourcing spending has grown between 5 percent and 6 percent annually, while in-house spending has been relatively flat

Drivers

• Increasing focus on customer services
• Earlier, contact center buyers' focus was mainly on cost saving, but now the focus has shifted to maximizing value to end-consumers due to rising customer demand and competition
• This will lead to higher outsourcing spending in order to maximize customer experience, brand image and revenue Need for specialized service capabilities
• The rising demand for contact center analytics and support on different channels, such as social media and around-the-clock mobile services, requires specialized and dedicated capabilities to provide better customer experience
• Buyers are expected to spend more on contact center outsourcing in order to partner with third-party service providers to meet these needs Rising demand from small and medium businesses
• Small and medium players will find it increasingly difficult to compete with top players in their fields and will look to outsource processes to limit expenses and tighten budgets

Constraints

• Rising quality concern and very limited cost saving
• Very frequently raising quality issues and reducing the cost difference between outsourcing and managing in-house influences the buyer's decision of outsourcingRegulation implications
• Various regulations, such as the Dodd-Frank Act, Basel III, MIFID II, OCC Guidelines and FRB restricts companies to keep personal, financial and confidential data within the country's boundary. This restricts outsourcing various processes to other locations

Contact Centers Australia Market Overview

• Supply Base: The supply base in Australia is fragmented with multiple regional and local players
• Market Trend: As the contact centers Australia industry is growing, global suppliers are looking for opportunities to expand their operations by acquiring regional and local players or by setting up their own offices.
• The contact center service provider market is highly fragmented and dominated by the global players, with the top 10-15 players accounting for 35–38 percent of the market share.
• Traditionally, offshore countries have been the key sources of revenue for the Australian contact center outsourcing market. Offshore buyers are very mature. However, the maturity of Australian buyers is increasing, therefore improving domestic sourcing.
• The contact center Australia market is a mature market, in terms of its implementation, while service providers in the Philippines are investing heavily in this solution.
• Usage of social media for customer services is mostly used in Australia, due to high internet penetration and a rising number of social media users.
• Adoption rate is pretty high, as most of the local Australian contact center agents are working from home.In Australia, service providers’ acceptance is higher for an outcome- based model, in terms of customer/buyer maturity, when compared to the FTE-based pricing model.Service providers’ maturity leads to higher implementation of analytical tools.

Why You Should Buy This Report

• Information on the contact centers Australia market maturity, drivers and constraints, local market outlook, industry outlook, etc.
• Porter’s five forces analysis of the contact centers Australia industry.
• Supply trends and insights, supplier list and service capabilities and SWOT analysis of key players like Teleperformance, Convergys, Sitel, etc.
• Cost breakup, cost savings and analysis, key cost and price drivers, etc.
• Sourcing models, pricing models, KPIs, end-user industry update, etc.