Global call center market might reach $9.7B in 2019

Global call center market might reach $9.7B in 2019

Faith Ocampo Published on March 31, 2016

diverse-customer-service-team

Call centers all over the world are growing at commendable rates, thanks to cloud solutions and other customer service technologies.

Energized by the proliferation of cloud solutions and other tech tools, the global call center market continues to demonstrate a laudable growth. According to the latest report by technology research and advisory company Technavio, this industry can exceed $9.7 billion by 2019, as it grows at a compound annual growth rate (CAGR) of over 9% during the forecast period.

businessman-on-sales-call-with-map-at-the-back

“The global contact center market has been registering a positive growth rate for the past five years, and this growth is expected to gain momentum in the coming years,” Amit Sharma, lead analyst for the IT and business process outsourcing research in Technavio, said.
The report emphasizes the role of cloud or hosted contact centers in making this feat possible. As customers and companies demand faster and more responsive services, contact centers started to operate on a hybrid environment to meet these expectations. Hybrid setups allow call centers to keep some of their resources on their premises and others on the cloud. This way, they can personalize all aspects of their services to fit the needs of the brand they represent.
To provide an overview on the current landscape and the growth prospects of the global industry, Technavio’s report analyzed the following three major regions and their performance as contact center hubs.

The Americas

smiling-business-team-on-customer-service-calls
The United States, Canada, and Latin America are the three key areas in this call center market. As a whole, they can generate $5 billion by 2019 as they grow at a CAGR of more than 7%. This makes them the largest contributor to the global market among the three major outsourcing regions.
Outsourcing companies in this area boast of their proficiency in the English and Spanish languages, as well as easy access to sophisticated technologies. Plus, their proximity to potential clients is a major advantage. However, what slows down their growth according to Technavio are strong currencies, language barriers in some areas such as Brazil, and unstable political environments in some nations.

Europe, the Middle East, and Africa (EMEA)

diverse-customer-service-team-with-black-businessman-in-center
Growing at a CAGR of more than 11%, the EMEA is expected to contribute $3 billion to the global industry in three years. As the major call center hub in this region, Europe places the entire EMEA at a competitive standpoint because of its proximity to outsourcing clients. Like the United States, Europe offers high-quality services and various languages.
On the other hand, Eastern Europe and Africa are seen as rich potential markets for outsourcing functions. According to Technavio, some countries in this region, such as South Africa, Tunisia, Ghana, Kenya, and Poland, are seen to rise as outsourcing hubs in the near future.

Asia-Pacific (APAC)

asian-customer-service-team
It s currently the smallest contributor to the global industry, but it s the fastest growing within the forecast period. The APAC region is expected to reach $1 billion in 2019 with a commendable CAGR of almost 13%. APAC accounts for 11% of the world s call center industry in 2014. The leading nations are the Philippines, India, China, Australia, Vietnam, and Malaysia.

What this growth means

All these good news about the growth of the global contact center industry stresses the relevance of outsourced services in helping business grow. As numerous tech tools make their way to mainstream consumption, outsourcing companies capitalize on them to provide more powerful, impactful services. There s still plenty of room for improvement, but for contact centers, the way forward is definitely clear.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO2 days ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO3 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO