Contact Centres Market Intelligence

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Are you looking for answers on Contact Centres category?

  • What are the key trends in Contact Centres category?
  • Am I paying the right price?
  • Am I working with the right supplier?
  • What are the major challenges and risks in Contact Centres industry?
  • How is Contact Centres industry performing?

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Report Coverage

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

Market Size

Market Size North America

$40 - 42 Bn

Market Size Europe

$35 Bn

Market Size Asia Pacific

$11 - 13 Bn

Market Size Middle East - Asia

$2 - 4 Bn

Table of contents

  1. Contact Centres Executive Summary
  2. Global CCM Industry Outlook
  3. Supply Market Outlook
  4. Brexit - Impact on Contact Center Services
  1. Contact Centres Market Analysis
  2. Global Contact Center Market Maturity
  3. Industry Trends
  4. Drivers and Constraints
  5. Regional Market Outlook
  6. Industry Outlook
  7. Porter’s Five Forces Analysis
  1. Contact Centres Supply Analysis
  2. Supply Trends and Insights
  3. Key Global Contact Center Suppliers
  4. Key Regional Suppliers: Service Portfolio
  5. Key Global Supplier Profile
  6. Supplier SWOT Analysis
  1. Contact Centres Cost and Pricing Analysis
  2. Cost Break up: Should Cost Model
  3. Cost Saving and Analysis
  4. Cost Analysis and Expected Savings
  5. Key Cost and Price Drivers
  1. Contact Centres Procurement Best Practices
  2. Sourcing Models: Comparative Analysis
  3. Pricing Models: Comparative Analysis
  4. KPI for Social Media and Self-service Channels
  5. KPI and SLA Components
  1. Contact Centres End-User Industry Update
  2. Pharmaceutical
  3. Financial Services (BFSI)

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Global Contact Centers Industry Outlook

  • The global contact centers market was valued at $322 billion in 2016, of which 74–80 percent of contact center services are kept in-house and the remaining 20–26 percent are outsourced to third parties. The industry is dominated by in-house contact centers, and this trend will sustain in the future as well
  • The overall contact centers market is forecasted to grow at a CAGR of 3–5 percent to reach $350 billion by 2018, however, outsourcing market is expected to register continuous growth, but at a slower rate due to sluggish demand. In-house segment witnessed bit of higher growth due 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


Global Contact Centers Market Maturity

  • Contact center outsourcing penetration is still low outside of North America and Europe
  • Developed markets form about 74–80 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

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


  • 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


  • 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

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