Increasing Demand for Outsourcing of Customer Care BPO Services Fuels Europe Customer Care BPO Market Growth
According to our latest study, “Europe Customer Care BPO Market Size and Forecast (2021–2031), Regional Share, Trend, and Growth Opportunity Analysis – by Solution, End User, and Geography," the market was valued at US$ 23.35 billion in 2023 and is expected to reach US$ 42.64 billion by 2031; it is estimated to record a CAGR of 7.6% from 2023 to 2031. The report includes growth prospects owing to the current Europe customer care BPO market trends and their foreseeable impact during the forecast period.
Customer care BPO is a strategic approach that allows companies to authorize certain tasks to external service providers that have specialized resources and expertise in these areas. By outsourcing these tasks, companies can streamline their operations, improve work and efficiency, and focus on their core operations. Customer care BPO service can help companies achieve higher levels of operational excellence. It can also give companies access to new markets, strengthen customer loyalty, and create new revenue streams.
Europe Customer Care BPO Market Share (%) – by Solution, 2023 and 2031
Europe Customer Care BPO Market Size and Forecast (2021 - 2031), Regional Share, Trend, and Growth Opportunity Analysis Report Coverage: By Solution (Nearshore Outsourcing, Onshore Outsourcing, and Offshore Outsourcing), End User (IT and Telecommunication, BFSI, Retail and E-Commerce, Healthcare and Pharmaceutical, Travel and Hospitality, Media and Communication, Public Sector and Utilities, Manufacturing, Automotive, and Others), and Country
Europe Customer Care BPO Market Growth Insights (2021-2031)
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Source: The Insight Partners Analysis
Companies often use outsourcing as a smart strategy to increase efficiency and focus on core business. A few of the key benefits associated with customer care BPO services include cost efficiency, access to regional and global talent pools, increasing focus on core activities, flexibility, and risk mitigation, among others. The European call center and BPO market offer a robust outsourcing destination for English-speaking and multilingual requirements. While mature customer care BPO outsourcing markets in the UK and Ireland lead the way for English-language support, Central and Eastern European countries are gaining market share across the region. According to CustomerServ, Ltd., in 2023, the UK is the most mature market in Europe with over 121,000 call center workers. With more European companies choosing to outsource their noncore operations and customer communication services to contact centers, the outsourcing industry in this region is gaining traction. Therefore, the rise in demand for outsourcing customer care BPO services drives the Europe customer care BPO market.
The Europe customer care BPO market analysis is carried out by identifying and evaluating key players in the market. Teleperformance SE, Foundever, Concentrix Corporation, Stroer X GmbH, regiocom SE, Bosch Service Solutions GmbH, gevekom GmbH, KiKxxl GmbH, Telus International, Walter Services GmbH, INDECA Business GmbH, Mplus Group, Transcom, Rhenus Group, getaline GmbH, Capita plc, Euroanswer, MCI, LC, Infosys Limited, and TTEC are among the key players profiled in the Europe customer care BPO market report. Several other major players were also studied and analyzed during the market study to get a holistic view of the market and its ecosystem.
The report includes the Europe customer care BPO market forecast by solution and end user. Based on solution, the Europe customer care BPO market is segmented into onshore outsourcing, offshore outsourcing, and nearshore outsourcing. In terms of revenue, the nearshore outsourcing segment held the largest market share and is expected to record the highest CAGR during the forecast period.
The scope of the Europe customer care BPO market report focuses on Spain, the UK, Germany, France, Italy, and the Rest of Europe. In terms of revenue, Germany held the largest Europe customer care BPO market share. Germany is the largest economy in Europe and houses several leading industry verticals. The high rate of technology adoption, coupled with the presence of various multinational companies, serves as a significant expansion base for customer care BPO service providers. Additionally, the country has a high consumption expenditure, requiring various customer services, ranging from technical support to product purchases. As per data provided by Statistisches Bundesamt (Destatis), despite high inflation rates, price-adjusted household final consumption expenditure (HHFCE) was up by 3.4% in 2022 compared to 2021. On average, 37% of the household consumption budget was spent on housing, energy, and dwelling maintenance, and 15% on food and beverages. In comparison, ~14% was spent on recreation, entertainment, clothing, shopping, etc. Such consumption often requires support from customer service representatives telephonically, supporting the Europe customer care BPO market growth.
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