Call Centre Market Set for 3X Expansion by 2029; Digital Transformation and Dynamic Customer Requirements Propelling Growth

Mar 12,2020 | Electronics, Semiconductors, and ICT

As per the findings of a new market research report by Future Market Insights, the call centre market reached a valuation of US$ 18.5 Bn in 2018, and the market is anticipated to expand at a healthy CAGR of more than 10% over the forecast period. The rising adoption of cloud-based call centre solutions and services, integration of technologies such as Artificial Intelligence, Customer Relationship Management, and Knowledge Management, and surge in the demand for omni-channel call centre solutions are the key factors shaping the growth of the call center market.

Key Takeaways of Call Centre Market Study

  • North America and Asia Pacific are key markets holding a significant share in the global call centre market. Increasing digitalization and growth in number of call centres are the factors driving the growth of the market in these regions.
  • The software/solutions segment is expected to hold a significant share in the global call centre market. Rising demand for solutions such as interactive voice response, intelligent call routing, and automatic call distributors are factors driving the growth of the software/solutions segment.
  • By deployment, the cloud-based segment is anticipated to retain its significant share in the global call centre market over the forecast period. Various call centre organizations are adopting cloud-based solutions to easily manage their daily operations and keep pace with the changing business landscape.
  • The retail and consumer goods vertical is expected to witness high growth, as retailers are moving towards omni-channel call centre solutions to offer a personal touch to customer interactions, while offering their support and services.

“Digital channels such as email, web chat, SMS, and social media have opened new doors for the growth of the call centre market. Moreover, with the integration of digital technologies, the success of call centres is now being measured by new metrics, which reflects their critical role in overall business performance.”

call centre market share by region

Call Centres Becoming More Predictive and Social

In recent times, innovative call centre marketing plans have transformed them into experience hubs, where they are not only dealing with emergencies and customer calls but also driving positive interactions and delivering leads to sales and marketing teams, customer feedback to product teams, and key insights for product development and innovation. With advancements in predictive analytics, call centre organizations are keeping themselves one step ahead of their customers by anticipating their needs, and are helping enterprises in strengthening customer relationships.

For More Detailed Insights on Call Centre Market

More Valuable Insights on Call Centre Market

Future Market Insights offers an unbiased analysis of the global call centre market, providing historical data of 2014-2018 and forecast statistics for 2019-2029. To understand the opportunities in the call centre market, the market has been segmented on the basis of component (solutions/software and services), deployment (on-premise, cloud-based, and hybrid), and vertical (BFSI, retail & consumer goods, IT & telecom, media & entertainment, government, healthcare, travel & hospitality, and others), and across six major regions.

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The electronic, semiconductors, and ICT division at Future Market Insights focuses on tracking and analyzing ever-changing dynamics of the IT and telecommunication industry. The ICT team has also executed several complex projects pertaining to the convergence of healthcare and ICT, rapid adoption of ‘as-a-service’ business model, growth prospects of consumer electronics market, and evolution in design and fabrication of semiconductors. To help clients from all over the globe meet their unique needs, the team offers a variety of customized market research reports and consulting services: reach out to explore how we can help.

About Future Market Insights (FMI)

Future Market Insights (FMI) is a leading provider of market intelligence and consulting services, serving clients in over 150 countries. FMI is headquartered in London, the global financial capital, and has delivery centres in the U.S. and India. FMI's latest market research reports and industry analysis help businesses navigate challenges and take critical decisions with confidence and clarity amidst breakneck competition. Our customized and syndicated market research reports deliver actionable insights that drive sustainable growth. A team of expert-led analysts at FMI continuously track emerging trends and events in a broad range of industries to ensure that our clients prepare for the evolving needs of their consumers.

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