The Europe customer care BPO market size is expected to reach US$ 42.64 billion by 2031 from US$ 23.35 billion in 2023; it is estimated to record a CAGR of 7.6% during 2023–2031. The rise in adoption of offshore and nearshore customer care BPO outsourcing is likely to bring new trends in the market during the forecast period.
Europe Customer Care BPO Market Analysis
The key factors fueling the growth of the Europe customer care BPO services market include the growing demand for customer care business process outsourcing, rising emphasis on customer satisfaction, and increasing digital transformation initiatives across European businesses. However, the increasing concerns related to data security and privacy and talent shortage in the European Union restrain the market growth. Moreover, huge growth in e-commerce and online retail across European markets and emerging technologies such as chatbots and RPA are projected to create opportunities for the key companies operating in the Europe customer care BPO services market during the forecast period. Further, nearshoring within Europe is expected to become a key trend in the Europe customer care BPO services market from 2023 to 2031.
Europe Customer Care BPO Market Overview
Customer care outsourcing involves using third-party services to manage customer interactions in the pre-purchase, purchase, and post-purchase stages. BPO customer care service responds to customer queries through various channels, including website, email or messaging, telephone, live online chat, social media, and text or messages. These multi-channel solutions help outsourcing companies deliver services efficiently. Furthermore, the emergence of the work-from-home (WFH) trend in various industries such as IT and telecom and BFSI is boosting the market growth. BPO customer support services can operate through various channels. Most offer multi-channel services via telephone, email, voice portal services, live human or chatbot chat, interactive voice response (IVR) self-service, social media and cloud-based self-service channels, SMS, and regular mail. The focus is shifting from exclusively native language services to the acceptance of English language services and the introduction of non-language contact center services. Europe is also a region where companies of all sizes outsource their customer care BPO services. The retail and e-commerce and IT and telecommunications services industries create significant growth opportunities for key players operating in the Europe customer care BPO market
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Europe Customer Care BPO Market: Strategic Insights
Market Size Value in US$ 2.90 Billion in 2018 Market Size Value by US$ 4.80 Billion in 2027 Growth rate CAGR of 6.0% from 2019-2027 Forecast Period 2019-2027 Base Year 2019
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Europe Customer Care BPO Market: Strategic Insights
| Market Size Value in | US$ 2.90 Billion in 2018 |
| Market Size Value by | US$ 4.80 Billion in 2027 |
| Growth rate | CAGR of 6.0% from 2019-2027 |
| Forecast Period | 2019-2027 |
| Base Year | 2019 |
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Europe Customer Care BPO Market Drivers and Opportunities
Growing Emphasis on Customer Satisfaction
Customers are increasingly scrutinizing businesses and their service or product offerings more intensely. They compare their experiences with other brands for easy, detailed, and fast decision-making and personalized experiences. Customer satisfaction, which is essential for keeping current customers and retaining new ones, is the key to customer loyalty. Enterprises try to improve customer satisfaction through customer care services. Departments can offer these services hosted in-house, or they can be outsourced to business process outsourcing (BPO) firms. In a rapidly changing business environment, successful organizations adopt various instances to enhance business revenues while strengthening customer relationships. As a result, companies subcontract their customer care functions by sharing all the relevant and key important information about the company’s offerings to provide optimized experiences to their clients.
BPO is a convenient and cost-effective practice that is widely used across many enterprises. It helps business owners reduce the work burden and concentrate on core aspects. Countries such as France, Germany, Italy, and the UK prefer outsourcing a few of their business processes. Due to digital transformation, many companies have switched from traditional business process services (BPS) to technology-driven business process-as-a-service (BPaaS). Moreover, there is a notable difference between payment patterns in developed and developing countries in the region. Thus, the rising focus of organizations on providing enhanced customer experience propels the demand for BPO services, which drives the Europe customer care BPO market.
Huge Growth in E-Commerce and Online Retail across European Markets
The e-commerce and online retail penetration rate in Europe is expected to grow from 2023 to 2031, owing to the rise in consumer spending across the region. Europe is the third-largest retail e-commerce market in the world. As per the International Trade Administration (ITA), the retail e-commerce revenue in Europe accounted for US$ 632.0 billion in 2023 and is expected to reach US$ 902.3 billion by 2031. In 2023, the e-commerce sector registered nearly 9.3% of the total GDP of the UK, followed by Denmark, Greece, and Sweden with 7.3%, 5.9% and 5.8% respectively, according to the data from ITA. In addition, the consumer spending per capita in the online retail & e-commerce sector in the region was dominated by the UK and Germany in 2023.
As more European consumers prefer to purchase from digital platforms, there is a rising need for effective, multi-channel customer support services. To ensure customer satisfaction and loyalty, online businesses must offer seamless experiences across a variety of touchpoints, such as chat, email, voice, and social media. Many e-commerce companies are outsourcing their customer service operations to specialized BPO providers. These providers might provide scalable, affordable solutions and make use of cutting-edge technologies such as chatbots with artificial intelligence and analytics tools. Therefore, the growth of e-commerce and online retail is likely to create lucrative opportunities for the Europe customer care BPO market during the forecast period.
Europe Customer Care BPO Market Report Segmentation Analysis
Key segments that contributed to the derivation of the Europe customer care BPO market analysis are solution and end user.
- By solution, the market is segmented into onshore outsourcing, offshore outsourcing, and nearshore outsourcing. The nearshore outsourcing segment held the largest share of the market in 2023.
- Based on end user, the Europe customer care BPO services market is categorized into BFSI, IT and telecommunication, manufacturing, retail and e-commerce, healthcare and pharmaceutical, travel and hospitality, media and communication, automotive, public sector and utilities, and others. The IT and telecommunication segment dominated the market in 2023.
Europe Customer Care BPO Market Share Analysis by Geography
The Europe customer care BPO services market is segmented into France, Germany, Italy, Spain, the UK, and the Rest of Europe. Western Europe is highly developed and is home to different types of companies. Europe has a well-established manufacturing industry that utilizes cutting-edge technologies, such as the Internet of Things (IoT) and Industry 4.0. With a rise in technological advancements, Europe has become a highly competitive market for customer care BPO services in various industries. Europe is one of the most important chemical and food and beverage manufacturers across the globe. The presence of leading manufacturers across the region is driving the demand for customer care BPO services for various operations, including logistics, packaging, sales, feedback, and other queries from consumers or distributors.
Europe Customer Care BPO Market Report Scope
Europe Customer Care BPO Market News and Recent Developments
The Europe customer care BPO market is evaluated by gathering qualitative and quantitative data post primary and secondary research, which includes important corporate publications, association data, and databases. A few of the developments in the Europe customer care BPO market are listed below:
- Capita’s customer experience division, Capita Experience, has reconfirmed its commitment to creating global delivery centers of excellence with the recent opening of two new sites. The business expanded its footprint in Central Europe with the opening of a second office in Sofia, Bulgaria. This expansion enables Capita to meet increased demand for multilingual customer experience services from clients across Europe and broaden its reach in the region by providing a diverse range of services and expertise. (Source: Capita, Press Release, May 2024)
- Transcom, the AI-powered CX challenger, signed a letter of intent to acquire VCosmos, a high-end CX solution provider in India. VCosmos serves clients across North America, Asia, and Europe through voice, email, chat, and social media channels in their customer experience centers in Gurgaon and Jaipur, and their rapidly growing work-at-home network. They employ 700 people and can rapidly scale both voice and non-voice multilingual and multi-channel CX services. (Source: Transcom, Press Release, January 2024)
Europe Customer Care BPO Market Report Coverage and Deliverables
The "Europe Customer Care BPO Market Size and Forecast (2021–2031)" provides a detailed analysis of the market covering the areas mentioned below:
- Europe customer care BPO market size and forecast at regional and country levels for all the key market segments covered under the scope
- Europe customer care BPO market trends as well as market dynamics such as drivers, restraints, and key opportunities
- Detailed PEST and SWOT analysis
- Europe customer care BPO market analysis covering key market trends, regional framework, major players, regulations, and recent market developments
- Industry landscape and competition analysis covering market concentration, heat map analysis, prominent players, and recent developments for the Europe customer care BPO market
- Detailed company profiles
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
Solution, End-User
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
UK, Germany, France, Italy, Russia
Frequently Asked Questions
The nearshore outsourcing segment led the Europe customer care BPO market with a significant share in 2023.
The Europe customer care BPO market is expected to reach US$ 42.65 billion by 2031.
UK is anticipated to grow at the fastest CAGR over the forecast period.
Rise in adoption of offshore and nearshore customer care BPO is the key future trend of the Europe customer care BPO market in the coming years.
The key players operating in the Europe customer care BPO market include 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.
Increasing demand for outsourcing of customer care BPO services, growing emphasis on customer satisfaction, and digital transformation initiatives across European businesses are the key driving factors impacting the Europe customer care BPO market.
The Europe customer care BPO market was estimated to be valued at US$ 23.36 billion in 2023 and is anticipated to grow at a CAGR of 7.6% over the forecast period.
1. Introduction
1.1 The Insight Partners Research Report Guidance
1.2 Market Segmentation
2. Executive Summary
2.1 Key Insights
2.2 Market Attractiveness
3. Research Methodology
3.1 Secondary Research
3.2 Primary Research
3.2.1 Hypothesis formulation:
3.2.2 Macro-economic factor analysis:
3.2.3 Developing base number:
3.2.4 Data Triangulation:
3.2.5 Country level data:
4. Europe Customer Care BPO Market Landscape
4.1 Overview
4.2 PEST Analysis
4.3 Ecosystem Analysis
5. Europe Customer Care BPO Market – Key Market Dynamics
5.1 Europe Customer Care BPO Market – Key Market Dynamics
5.2 Market Drivers
5.2.1 Increasing Demand for Outsourcing of Customer Care BPO Services
5.2.2 Growing Emphasis on Customer Satisfaction
5.2.3 Digital Transformation Initiatives across European Businesses
5.3 Market Restraints
5.3.1 Concerns Regarding Data Security and Privacy
5.4 Market Opportunities
5.4.1 Huge Growth in e-commerce and Online Retail across European Markets
5.4.2 Adoption of Emerging Technologies in Customer Care BPO Services
5.5 Future Trends
5.5.1 Rise in Adoption of Offshore and Nearshore Customer Care BPO Outsourcing
5.6 Impact of Drivers and Restraints:
6. Europe Customer Care BPO Market Analysis
6.1 Europe Customer Care BPO Market Revenue (US$ Million), 2021–2031
6.2 Europe Customer Care BPO Market Forecast and Analysis
7. Europe Customer Care BPO Market Analysis – by Solution
7.1 Nearshore Outsourcing
7.1.1 Overview
7.1.2 Nearshore Outsourcing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
7.2 Onshore Outsourcing
7.2.1 Overview
7.2.2 Onshore Outsourcing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
7.3 Offshore Outsourcing
7.3.1 Overview
7.3.2 Offshore Outsourcing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8. Europe Customer Care BPO Market Analysis – by End-user
8.1 IT and Telecommunication
8.1.1 Overview
8.1.2 IT and Telecommunication: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.2 BFSI
8.2.1 Overview
8.2.2 BFSI: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.3 Retail and E-Commerce
8.3.1 Overview
8.3.2 Retail and E-Commerce: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.4 Healthcare and Pharmaceutical
8.4.1 Overview
8.4.2 Healthcare and Pharmaceutical: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.5 Travel and Hospitality
8.5.1 Overview
8.5.2 Travel and Hospitality: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.6 Media and Communication
8.6.1 Overview
8.6.2 Media and Communication: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.7 Public and Utilities Sector
8.7.1 Overview
8.7.2 Public and Utilities Sector: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.8 Manufacturing
8.8.1 Overview
8.8.2 Manufacturing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.9 Automotive
8.9.1 Overview
8.9.2 Automotive: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
8.10 Others
8.10.1 Overview
8.10.2 Others: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
9. Europe Customer Care BPO Market – Country Analysis
9.1 Europe
9.1.1 Europe Customer Care BPO Market Breakdown by Countries
9.1.2 Europe Customer Care BPO Market Revenue and Forecast and Analysis – by Country
9.1.2.1 Europe Customer Care BPO Market Revenue and Forecast and Analysis – by Country
9.1.2.2 Germany: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
9.1.2.2.1 Germany: Europe Customer Care BPO Market Breakdown by Solution
9.1.2.2.2 Germany: Europe Customer Care BPO Market Breakdown by End-user
9.1.2.3 United Kingdom: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
9.1.2.3.1 United Kingdom: Europe Customer Care BPO Market Breakdown by Solution
9.1.2.3.2 United Kingdom: Europe Customer Care BPO Market Breakdown by End-user
9.1.2.4 France: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
9.1.2.4.1 France: Europe Customer Care BPO Market Breakdown by Solution
9.1.2.4.2 France: Europe Customer Care BPO Market Breakdown by End-user
9.1.2.5 Spain: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
9.1.2.5.1 Spain: Europe Customer Care BPO Market Breakdown by Solution
9.1.2.5.2 Spain: Europe Customer Care BPO Market Breakdown by End-user
9.1.2.6 Italy: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
9.1.2.6.1 Italy: Europe Customer Care BPO Market Breakdown by Solution
9.1.2.6.2 Italy: Europe Customer Care BPO Market Breakdown by End-user
9.1.2.7 Rest of Europe: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
9.1.2.7.1 Rest of Europe: Europe Customer Care BPO Market Breakdown by Solution
9.1.2.7.2 Rest of Europe: Europe Customer Care BPO Market Breakdown by End-user
10. Competitive Landscape
10.1 Heat Map Analysis by Key Players
10.2 Company Positioning & Concentration
11. Industry Landscape
11.1 Overview
11.2 Market Initiative
11.3 Merger and Acquisition
12. Company Profiles
12.1 Teleperformance SE
12.1.1 Key Facts
12.1.2 Business Description
12.1.3 Products and Services
12.1.4 Financial Overview
12.1.5 SWOT Analysis
12.1.6 Key Developments
12.2 Foundever Operating Corp
12.2.1 Key Facts
12.2.2 Business Description
12.2.3 Products and Services
12.2.4 Financial Overview
12.2.5 SWOT Analysis
12.2.6 Key Developments
12.3 Concentrix Corp
12.3.1 Key Facts
12.3.2 Business Description
12.3.3 Products and Services
12.3.4 Financial Overview
12.3.5 SWOT Analysis
12.3.6 Key Developments
12.4 Telus International Cda Inc
12.4.1 Key Facts
12.4.2 Business Description
12.4.3 Products and Services
12.4.4 Financial Overview
12.4.5 SWOT Analysis
12.4.6 Key Developments
12.5 TTEC Holdings Inc
12.5.1 Key Facts
12.5.2 Business Description
12.5.3 Products and Services
12.5.4 Financial Overview
12.5.5 SWOT Analysis
12.5.6 Key Developments
12.6 Ströer X GmbH
12.6.1 Key Facts
12.6.2 Business Description
12.6.3 Products and Services
12.6.4 Financial Overview
12.6.5 SWOT Analysis
12.6.6 Key Developments
12.7 regiocom SE
12.7.1 Key Facts
12.7.2 Business Description
12.7.3 Products and Services
12.7.4 Financial Overview
12.7.5 SWOT Analysis
12.7.6 Key Developments
12.8 Bosch Service Solutions GmbH
12.8.1 Key Facts
12.8.2 Business Description
12.8.3 Products and Services
12.8.4 Financial Overview
12.8.5 SWOT Analysis
12.8.6 Key Developments
12.9 gevekom GmbH
12.9.1 Key Facts
12.9.2 Business Description
12.9.3 Products and Services
12.9.4 Financial Overview
12.9.5 SWOT Analysis
12.9.6 Key Developments
12.10 KiKxxl GmbH
12.10.1 Key Facts
12.10.2 Business Description
12.10.3 Products and Services
12.10.4 Financial Overview
12.10.5 SWOT Analysis
12.10.6 Key Developments
12.11 walter services GmbH
12.11.1 Key Facts
12.11.2 Business Description
12.11.3 Products and Services
12.11.4 Financial Overview
12.11.5 SWOT Analysis
12.11.6 Key Developments
12.12 INDECA Business GmbH
12.12.1 Key Facts
12.12.2 Business Description
12.12.3 Products and Services
12.12.4 Financial Overview
12.12.5 SWOT Analysis
12.12.6 Key Developments
12.13 M Plus Croatia d.o.o.
12.13.1 Key Facts
12.13.2 Business Description
12.13.3 Products and Services
12.13.4 Financial Overview
12.13.5 SWOT Analysis
12.13.6 Key Developments
12.14 Transcom Holding AB
12.14.1 Key Facts
12.14.2 Business Description
12.14.3 Products and Services
12.14.4 Financial Overview
12.14.5 SWOT Analysis
12.14.6 Key Developments
12.15 Rhenus Group
12.15.1 Key Facts
12.15.2 Business Description
12.15.3 Products and Services
12.15.4 Financial Overview
12.15.5 SWOT Analysis
12.15.6 Key Developments
12.16 getaline GmbH
12.16.1 Key Facts
12.16.2 Business Description
12.16.3 Products and Services
12.16.4 Financial Overview
12.16.5 SWOT Analysis
12.16.6 Key Developments
12.17 Infosys Ltd
12.17.1 Key Facts
12.17.2 Business Description
12.17.3 Products and Services
12.17.4 Financial Overview
12.17.5 SWOT Analysis
12.17.6 Key Developments
12.18 Capita Plc
12.18.1 Key Facts
12.18.2 Business Description
12.18.3 Products and Services
12.18.4 Financial Overview
12.18.5 SWOT Analysis
12.18.6 Key Developments
12.19 MCI, LC.
12.19.1 Key Facts
12.19.2 Business Description
12.19.3 Products and Services
12.19.4 Financial Overview
12.19.5 SWOT Analysis
12.19.6 Key Developments
12.20 Euroanswer
12.20.1 Key Facts
12.20.2 Business Description
12.20.3 Products and Services
12.20.4 Financial Overview
12.20.5 SWOT Analysis
12.20.6 Key Developments
13. Appendix
13.1 Word Index
13.2 About the Insight Partners
List of Tables
Table 1. Europe Customer Care BPO Market Segmentation
Table 2. Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Table 3. Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Solution
Table 4. Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by End-user
Table 5. Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Country
Table 6. Germany: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Solution
Table 7. Germany: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by End-user
Table 8. United Kingdom: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Solution
Table 9. United Kingdom: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by End-user
Table 10. France: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Solution
Table 11. France: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by End-user
Table 12. Spain: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Solution
Table 13. Spain: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by End-user
Table 14. Italy: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Solution
Table 15. Italy: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by End-user
Table 16. Rest of Europe: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by Solution
Table 17. Rest of Europe: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million) – by End-user
Table 18. Company Positioning & Concentration
Table 19. List of Abbreviation
List of Figures
Figure 1. Europe Customer Care BPO Market Segmentation, by Country
Figure 2. PEST Analysis
Figure 3. Impact Analysis of Drivers and Restraints
Figure 4. Europe Customer Care BPO Market Revenue (US$ Million), 2021–2031
Figure 5. Europe Customer Care BPO Market Share (%) – by Solution, 2023 and 2031
Figure 6. Nearshore Outsourcing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 7. Onshore Outsourcing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 8. Offshore Outsourcing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 9. Europe Customer Care BPO Market Share (%) – by End-user, 2023 and 2031
Figure 10. IT and Telecommunication: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 11. BFSI: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 12. Retail and E-Commerce: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 13. Healthcare and Pharmaceutical: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 14. Travel and Hospitality: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 15. Media and Communication: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 16. Public and Utilities Sector: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 17. Manufacturing: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 18. Automotive: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 19. Others: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 20. Europe Customer Care BPO Market Breakdown by Key Countries, 2023 and 2031 (%)
Figure 21. Germany: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 22. United Kingdom: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 23. France: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 24. Spain: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 25. Italy: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 26. Rest of Europe: Europe Customer Care BPO Market – Revenue and Forecast to 2031 (US$ Million)
Figure 27. Heat Map Analysis by Key Players
The List of Companies - Europe Customer Care BPO 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
- TTEC
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published many reports and advised several clients across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organizations are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in the last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/Sales Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- 3.1 Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- 3.2 Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- 3.3 Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- 3.4 Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.
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