The global customer care BPO market size is projected to witness the growth of USD 30.40 billion by 2027.The major trends driving the market growth are advanced technologies such as a focus on cost reduction, integration of cloud, analytics and automation technologies in the BPO services.
The market research report on the global customer care BPO market learns the market demand and scenario for the period ranging from 2014 to 2025. Moreover, the report delivers a key highlight of the historical trends from 2014 to 2017 and the market forecast from 2019 to 2025. The report studies in-depth learning about the current status and future prospects of the market at a global level. The global customer care BPO market is majorly segmented into type, application, and geography.
The report includes quantitative as well as several qualitative aspects of the global customer care BPO market such as market drivers, market opportunities, and key industry trends. Furthermore, the report is a potential delivery of the market competition with company profiles of global as well as local players.
In terms of type overview, the global customer care BPO market is categorized into onshore and offshore outsourcing. Based on the applications, the global customer care BPO market is segmented into telecom & IT, retail & consumer goods, BFSI, government & public, healthcare & life sciences, and others.
Telecom & IT customer care BPO contributed 35.3% of the total market share in 2018 and is expected to witness significant growth over the forecast period. Due to increasing requirement of IT services as a major service offered to the customers, these applications hold the highest demand providing specialized data analysis, customer acquisition, and customer care services to run business reliable and profitable.
Moreover, the industry operates to provide tech support business, customer care BPO companies are focusing on providing better connectivity and has witnessed substantial improvement over the last few years. This trend will positively impact the market growth and with the changing dynamics and increasing demand for telecom providers are estimated to witness major growth in the coming years.
As a strategic initiative, the big players in the industry are acquiring already established domestic players to expand their presence across the globe. For instance, in June 2018, Teleperformance completed the acquisition of Intelenet a high-end business service and digital transformation solutions provider.
Leading players of the global customer care BPO market include Teleperformance SA Spot, Convergys, Atento, Star Trek Inc., Arvato, TeleTechHoldings, Serco, Acticall (Sitel), West Corporation, Webhelp, Amdocs, Transcom, Infosys BPM, and Comdata Network, Inc.
Key segments of the global customer care BPO market
Type Overview, 2014 – 2025 (USD Million)
- Onshore Outsourcing
- Offshore Outsourcing
Application Overview, 2014 – 2025 (USD Million)
- Telecom & IT
- Healthcare & Life Sciences
- Government & Public
- Retail & Consumer Goods
Regional Overview, 2014 – 2025 (USD Million)
- North America
- Rest of Europe
- Asia Pacific
- Rest of APAC
- Rest of the World