The North America Customer Care BPO market accounted for US$ 7.62 Bn in 2018 and is expected to grow at a CAGR of 4.5% over the forecast period 2018–2027, to account for US$ 11.12 Bn in 2027.
The cost advantage offered by customer care BPO is one of the key reasons, which impacts the demand for customer care BPO services. It significantly reduces the cost of the organization by providing support and services to the customers. The customer care BPO enables the work to be done at very low cost and in an efficient way. There is a wide gap between the wage pattern of eastern and western countries. The wage rate is comparatively very low in developing countries of Asia-Pacific such as India and China when compared to western countries such as the U.S. and U.K. The wage difference varies up to 60%. Moreover, the company does not have to make investments in infrastructure. Customer care BPO also enables to save cost on recruitment and training. With the increasing need for cost-cutting to run the business significantly, companies are opting for customer care BPO and are impacting the customer care BPO market growth positively.
Over the years, customer care BPO services are providing cost-effective services to their customers. In order to offer enhanced services to its customer in the competitive market, vendors are implanting various technologies such as RPA (robotic process automation) and AI (artificial intelligence). The RPA has highly impacted the entire BPO service. RPA is a cost-efficient, high speed with enhanced efficiency in customer service. Along with call center services, vendors offer real-time analysis and insights based on customer data. Vendors have a huge opportunity to serve customers by implementing these new technologies along with the service portfolio.
Currently, the US is dominating the North America customer care BPO market, which in turn boost the demand for customer care BPO market in North America. The United States has positioned itself as an early adopter of technology. The US has the potential to deploy latest technologies sooner in industries’. Owing to the presence of various tech firms in the US, including SMEs and large enterprises, the country is evolving at an exponential rate. With the increasing power of the individuals residing in the US, their expectation towards quality service is rising. This factor would increase the scope of outsourcing services, which could help the BPO industry to grow its significance in the forthcoming period. The figure given below highlights the revenue share of Mexico in the North America customer care BPO market in the forecast period:
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NORTH AMERICA CUSTOMER CARE BPO MARKET - SEGMENTATION
North America Customer care BPO Market by Solution
- Onshore Outsourcing
- Offshore Outsourcing
- Nearshore Outsourcing
North America Customer care BPO Market by Industry Vertical
- BFSI
- IT & Telecommunication
- Manufacturing, Retail & E-Commerce
- Healthcare & Pharmaceutical
- Transport & Logistics
- Media & Communication
- Automotive
- Others
North America Customer care BPO Market by Country
- US
- Canada
- Mexico
Companies Mentioned
- Alorica Inc.
- Arvato AG
- Atento
- Concentrix Corporation
- Sitel Group
- Sykes Enterprises, Incorporated
- Teleperformance SE
- Teletech Holdings
- Webhelp Group
- Worldwide Call Centers, Inc.
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
US, Canada
1. Introduction
1.1 Scope of The Study
1.2 The Insight Partners Research Report Guidance
2. Key Takeaways
3. North America Customer Care BPO Market Landscape
3.1 Market Overview
3.2 Market Segmentation
3.2.1 North America Customer Care BPO Market – By Solution
3.2.2 North America Customer Care BPO Market – By End User
3.2.3 North America Customer Care BPO Market – By Country
3.3 PEST Analysis
3.3.1 North America – PEST Analysis
3.4 Ecosystem Analysis
3.5 Expert Opinion
4. North America Customer Care BPO Market – Key Industry Dynamics
4.1 Key Market Drivers
4.1.1 Growing Focus of Enterprises Towards Enhanced Customer Satisfaction
4.1.2 Growing Demand for Reducing the Operational Costs
4.2 Key Market Restraints
4.2.1 Growing number of cyber-attacks and growing security concerns
4.2.2 High dependency on telecommunication sector
4.3 Key Market Opportunities
4.3.1 Adoption of new technologies for improved customer experience
4.4 Future Trends
4.4.1 Geographical concentration of delivery centres
4.5 Impact Analysis of Drivers and Restraints
5. North America Customer Care BPO – Global Market Analysis
5.1 North America Customer Care BPO Market Overview
5.2 North America Customer Care BPO Market Forecast and Analysis
6. North America Customer Care BPO Market Analysis – By Solution
6.1 Overview
6.2 North America Customer Care BPO Market Breakdown, By Solution, 2018 & 2027
6.3 Onshore Outsourcing
6.3.1 Overview
6.3.2 Onshore Outsourcing Market Forecasts and Analysis
6.4 Offshore Outsourcing
6.4.1 Overview
6.4.2 Offshore Outsourcing Market Forecasts and Analysis
6.5 Nearshore Outsourcing
6.5.1 Overview
6.5.2 Nearshore Outsourcing Market Forecasts and Analysis
7. North America Customer Care BPO Market Analysis – By End-User
7.1 Overview
7.2 North America Customer Care BPO Market Breakdown, By End-User, 2018 & 2027
7.3 BFSI
7.3.1 Overview
7.3.2 BFSI Market Forecasts and Analysis
7.4 IT & Telecommunication
7.4.1 Overview
7.4.2 IT & Telecommunication Market Forecasts and Analysis
7.5 Manufacturing, Retail & E-Commerce
7.5.1 Overview
7.5.2 Manufacturing, Retail & E-Commerce Market Forecasts and Analysis
7.6 Healthcare & Pharmaceutical
7.6.1 Overview
7.6.2 Healthcare & Pharmaceutical Market Forecasts and Analysis
7.7 Transport & Logistics
7.7.1 Overview
7.7.2 Transport & Logistics Market Forecasts and Analysis
7.8 Media & Communication
7.8.1 Overview
7.8.2 Media & Communication Market Forecasts and Analysis
7.9 Automotive
7.9.1 Overview
7.9.2 Automotive Market Forecasts and Analysis
7.10 Others
7.10.1 Overview
7.10.2 Others Market Forecasts and Analysis
8. North America Customer Care BPO Market– Country Analysis
8.1 Overview
8.1.1 North America Customer Care BPO Market Breakdown, by Key Countries
8.1.1.1 U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.1.1 U.S. Customer Care BPO Market Breakdown by Solution
8.1.1.1.2 U.S. Customer care BPO Market Breakdown by End-User
8.1.1.2 Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.2.1 Canada Customer Care BPO Market Breakdown by Solution
8.1.1.2.2 Canada Customer Care BPO Market Breakdown by End-User
8.1.1.3 Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.3.1 Mexico Customer Care BPO Market Breakdown by Solution
8.1.1.3.2 Mexico Customer Care BPO Market Breakdown by End-User
9. Customer Care BPO Market - Industry Landscape
9.1 Market Initiative
9.2 Merger and Acquisition
10. North America Customer Care BPO Market – Company Profile
10.1 Alorica Inc.
10.1.1 Key Facts
10.1.2 Business Description
10.1.3 Products and Services
10.1.4 SWOT Analysis
10.1.5 Key Developments
10.2 Arvato AG
10.2.1 Key Facts
10.2.2 Business Description
10.2.3 Products and Services
10.2.4 Financial Overview
10.2.5 SWOT Analysis
10.2.6 Key Developments
10.3 Atento S.A.
10.3.1 Key Facts
10.3.2 Business Description
10.3.3 Products and Services
10.3.4 Financial Overview
10.3.5 SWOT Analysis
10.3.6 Key Developments
10.4 Concentrix Corporation
10.4.1 Key Facts
10.4.2 Business Description
10.4.3 Products and Services
10.4.4 Financial Overview
10.4.5 SWOT Analysis
10.4.6 Key Developments
10.5 Sitel Group
10.5.1 Key Facts
10.5.2 Business Description
10.5.3 Products and Services
10.5.4 Financial Overview
10.5.5 SWOT Analysis
10.5.6 Key Developments
10.6 Sykes Enterprises, Incorporated
10.6.1 Key Facts
10.6.2 Business Description
10.6.3 Products and Services
10.6.4 Financial Overview
10.6.5 SWOT Analysis
10.6.6 Key Developments
10.7 Teletech Holdings
10.7.1 Key Facts
10.7.2 Business Description
10.7.3 Products and Services
10.7.4 Financial Overview
10.7.5 SWOT Analysis
10.7.6 Key Developments
10.8 Teleperformance SA
10.8.1 Key Facts
10.8.2 Business Description
10.8.3 Products and Services
10.8.4 Financial Overview
10.8.5 SWOT Analysis
10.8.6 Key Developments
10.9 Webhelp
10.9.1 Key Facts
10.9.2 Business Description
10.9.3 Products and Services
10.9.4 Financial Overview
10.9.5 SWOT Analysis
10.9.6 Key Developments
10.10 Worldwide Call Centers, Inc.
10.10.1 Key Facts
10.10.2 Business Description
10.10.3 Products and Services
10.10.4 Financial Overview
10.10.5 SWOT Analysis
10.10.6 Key Developments
11. Appendix
11.1 About The Insight Partners
11.2 Glossary of Terms
11.3 Methodology
11.3.1 Coverage
11.3.2 Secondary Research
11.3.3 Primary Research
LIST OF TABLES
Table 1. North America Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Table 2. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (Us$ Bn)
Table 3. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (Us$ Mn)
Table 4. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Key Countries (Us$ Bn)
Table 5. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 6. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 7. Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 8. Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 9. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 10. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 11. Glossary of Term: Customer Care BPO Market
LIST OF FIGURES
Figure 1. US Customer Care BPO Market, By Revenue, 2018 - 2027, US$ Bn
Figure 2. North America Customer Care BPO Market – By End User, 2018 & 2027, (%)
Figure 3. North America Customer Care BPO Market Segmentation
Figure 4. North America Customer Care BPO Market Segmentation – By Region
Figure 5. North America – PEST Analysis
Figure 6. Ecosystem Analysis
Figure 7. Expert Opinion
Figure 8. North America Customer Care BPO Market Impact Analysis of Driver and Restraints
Figure 9. North America Customer Care BPO Market Forecast and Analysis
Figure 10. North America Customer Care BPO Market Breakdown, By Solution, 2018 & 2027 (%)
Figure 11. North America Customer Care BPO Market, By Onshore Outsourcing Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 12. North America Customer Care BPO Market, By Offshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)
Figure 13. North America Customer Care BPO Market, By Nearshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)
Figure 14. North America Customer Care BPO Market Breakdown, By End-User, 2018 & 2027 (%)
Figure 15. North America Customer Care BPO Market, By BFSI Market Revenue and Forecasts to 2027 (US$ Mn)
Figure 16. North America Customer Care BPO Market, By IT & Telecommunication Revenue and Forecasts to 2027 (US$ Mn)
Figure 17. North America Customer Care BPO Market, By Manufacturing, Retail & E-Commerce Revenue and Forecasts to 2027 (US$ Mn)
Figure 18. North America Customer Care BPO Market, By Healthcare & Pharmaceutical Revenue and Forecasts to 2027 (US$ Mn)
Figure 19. North America Customer Care BPO Market, By Transport & Logistics Market Revenue and Forecasts to 2027 (US$ Mn)
Figure 20. North America Customer Care BPO Market, By Media & Communication Revenue and Forecasts to 2027 (US$ Mn)
Figure 21. North America Customer Care BPO Market, By Automotive Revenue and Forecasts to 2027 (US$ Mn)
Figure 22. North America Customer Care BPO Market, By Others Revenue and Forecasts to 2027 (US$ Mn)
Figure 23. North America Customer Care BPO Market Breakdown by Key Countries, 2018 & 2027(%)
Figure 24. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 25. Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 26. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
The List of Companies
- Alorica Inc.
- Arvato AG
- Atento
- Concentrix Corporation
- Sitel Group
- Sykes Enterprises, Incorporated
- Teleperformance SE
- Teletech Holdings
- Webhelp Group
- Worldwide Call Centers, Inc.
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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