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Contact Centers
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Competitive Intelligence

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  • PRO access to Beroe LiVE.Ai™
  • Category Report with unlimited updates
  • Supplier Watchlist for 3 suppliers
  • Supplier Shortlisting Tool

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Procurement Productivity Suite

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Abi will answer all Contact Centers related
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Get up-to-date market and supplier info on Contact Centers to help you build

Intelligence covers market and price outlook, SWOT analysis, demand & supply drivers, engagement models and Procurement best practices

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Intelligence on category covers the following aspects market outlook, supply market, SWOT analysis, Cost components & Price outlook, Demand and supply drivers, Engagement Models and Procurement Best Practices

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Assess Supplier Risk based on key risk and compliance parameters

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Supplier assessment covers the following parameters Financial Risk, Ethical, Labor, Environmental Compliance, IT Security.

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Supplier assessment is powered by world’s leading data partners including D&B, CreditSafe, Dow Jones, Refinitiv, Orpheus

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Identify right fit suppliers based on your selection criteria including revenue, capabilities, certification, geography

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Select suppliers based on industry, country, classification from a database of 4.2 mn suppliers. Get detailed supplier profiles with supplier capabilities, revenue, certifications, risk ratings

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Benchmark your category performance against peers and the market

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Measure category performance on 15 key parameters across cost, risk and strategy KPIs

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Get information on key factors affecting your supply

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Source Macro Data and Market Indices information from leading data sources across these key areas - Labor Rates, Currency, Energy, Country Risk, Trade Flow/Transportation, Port Data, Tariff, Weather and Epidemics

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Abi will answer all Contact Centers related
procurement queries with relevant data points

Abi - AI powered digital procurement assistant

discover-market-info

Get up-to-date market and supplier info on Contact Centers to help you build

Intelligence covers market and price outlook, SWOT analysis, demand & supply drivers, engagement models and Procurement best practices

1

Intelligence on category covers the following aspects market outlook, supply market, SWOT analysis, Cost components & Price outlook, Demand and supply drivers, Engagement Models and Procurement Best Practices

manage-risk

Assess Supplier Risk based on key risk and compliance parameters

1

Supplier assessment covers the following parameters Financial Risk, Ethical, Labor, Environmental Compliance, IT Security.

2

Supplier assessment is powered by world’s leading data partners including D&B, CreditSafe, Dow Jones, Refinitiv, Orpheus

discover-supplier

Identify right fit suppliers based on your selection criteria including revenue, capabilities, certification, geography

1

Select suppliers based on industry, country, classification from a database of 4.2 mn suppliers. Get detailed supplier profiles with supplier capabilities, revenue, certifications, risk ratings

assess-category-perforamnce

Benchmark your category performance against peers and the market

1

Measure category performance on 15 key parameters across cost, risk and strategy KPIs

source-market-indices

Get information on key factors affecting your supply

1

Source Macro Data and Market Indices information from leading data sources across these key areas - Labor Rates, Currency, Energy, Country Risk, Trade Flow/Transportation, Port Data, Tariff, Weather and Epidemics

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COVID 19 impact on Contact Centers market

  • Work-at-home (WAHA) based delivery model is on rise, owing to COVID-19 impact. Nearly 75% of the Contact Center operations are being delivered from home
  • The key services that are being delivered by WAHA model include Customer Service (74%), Technical Support (13%), Sales Service (8%), Payment Collections (2%) and other (2%)

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Report Coverage

  • Technological Trends
  • Supplier Analysis
  • Supplier Profiling
  • Best Practices

Market Size

Market Size North America

$140 - 144 Bn

Market Size Europe

$121-123 Bn

Market Size Asia Pacific

$40-44 Bn

Market Size Middle East - Asia

$8-12 Bn

Table of contents

  1. Executive Summary
  2. Category Definition
  3. Value Chain
  4. MarketSnapshot
  5. Executive Summary
  6. Covid Impact
  1. Market Analysis
  2. Global Market Maturity
  3. Global Industry Trends
  4. Global Drivers and Constraints
  5. Regional Market Outlook
  6. Industry Outlook
  7. Porter’s Five Forces Analysis: Developed and Emerged Markets

 

  1. Supply Analysis
  2. Supply Market Outlook
  3. Global Suppliers
  4. RegionalSuppliers
  5. Supplier Profiles
  6. SWOT Analysis

 

  1. Procurement Best Practices
  2. Sourcing Models: Comparative Analysis,Sourcing Models,Pricing Models,Engagement Models
  3. Sourcing Practices: Contact Center Industry
  4. KPI and SLA Components
  5. RFP/ RFI Inputs

 

  1. Market Monitoring Insights
  2. Cost Structure
  3. Cost Analysis and Savings

 

  1. COVID Impact
  2. Sourcing location watch
  3. Supplier watch
  4. Industry watch

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Global Contact Centers Market Analysis and Global Outlook

  • The global contact centers market was valued at $365 billion in 2020, of which 75 -70 percent of contact center services are kept in-house and the remaining 25-30 percent are outsourced to third parties. The overall contact centers market is forecasted to grow at a CAGR of nearly 3-4 percent to reach $378-$382 billion by 2022(F).
  • The industry is dominated by in-house contact centers. However, in upcoming years outsourced contact center market will continueto extract more chunk of the overall pie of a contact center.
  • Demand perspective:North America, Europe, UK, Australia and Japan are the leading buyer of customer care outsourcing services, but share of these region remains stable in upcoming years. 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.

With this purchase you will be subscribed for a 12-month PRO membership to AI Powered Procurement Productivity Suite - Beroe LiVE.Ai™

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