Call Center Service Procurement Intelligence Report, 2023 - 2030 (Revenue Forecast, Supplier Ranking & Matrix, Emerging Technologies, Pricing Models, Cost Structure, Engagement & Operating Model, Competitive Landscape)

Call Center Service Category Overview

“The call center service category’s growth is driven by the rise of cloud-based call center solutions.”

The call center service category is expected to grow at a 5.8% CAGR from 2023 to 2030. The category is increasingly using data analytical tools to improve performance and provide better customer service by using various tracking metrics such as call times, customer satisfaction, and first-call resolution rates. Data analytical tools can be used to identify customer pain points and areas where businesses can improve their product or service offering. This can help businesses improve customer satisfaction and loyalty. Since many organizations now operate in several locations, the expansion in business globalization has also boosted demand for multilingual call center agents.

The global call center service market size was estimated at USD 409 billion in 2022. Since customers want to be able to communicate with businesses over a variety of channels, including phone, email, chat, and social media, the emergence of omnichannel communication is one of the key factors driving this category. Businesses that embrace omnichannel communication may offer a smooth customer experience across all channels with the help of these services. This sector is expanding due to the popularity of cloud-based call center solutions, which provide greater flexibility, scalability, and cost efficiency compared to conventional on-premise contact centers. 

Technologies such as conversational AI and voice bots are used to automate tasks such as answering simple questions and providing basic support. This can free up agents to focus on tasks that are more complex and improve efficiency while offering these services. Performance management software can help call centers track the performance of agents and identify areas for improvement. Call recording systems allow them to record and listen to calls for training purposes or to improve customer satisfaction while quality management systems help them to track the performance of agents and identify areas for improvement. Automation is also used to handle routine tasks, such as answering common questions or routing calls to the appropriate agent. This has also improved efficiency and reduced costs, while still providing a high level of customer service. This category is becoming increasingly competitive, as businesses are looking for ways to reduce costs and improve efficiency. They need to be flexible and adaptable to meet the changing needs of their customers and businesses.

Supplier Intelligence

“How can the nature of the global call center service category be best described? Who are the key players in this category?”

This category is highly fragmented with a variety of large and small market players in the sector. There are many different types of call center services, each with its own set of technical capabilities and ability to meet unique customer needs. There are opportunities as well as challenges for companies operating in the space. The competition is intense as there is a wide range of niches and service areas that companies can specialize in to differentiate themselves and succeed in the market. Many companies are outsourcing their operations to third-party providers, which has led to the fragmentation of this category. Medium-sized and small-sized businesses may find it difficult to compete with larger service providers because of the high cost of marketing and sales. The nature of customer demand is constantly changing, as new technologies emerge and customer expectations evolve. This makes it difficult for service providers to keep up with the latest trends.

Key suppliers covered in the category:

• [24]7.ai, Inc.

• Alorica Inc.

• Atento Spain Holdco, S.L.U.

• Concentrix Corporation

• Entel S.A.

• Foundever

• Genpact

• IBEX Global Solutions, Inc.

• Intrado Life & Safety, Inc.

• TD SYNNEX Corporation

Pricing and Cost Intelligence

“What are some of the key cost components or elements involved in the call center service? Which factors influence the prices?”

One of the main costs in this industry is upkeep and maintenance cost which includes updating software and equipment, maintenance of technology, and security compliance & auditing. Call centers need to regularly update their software to ensure it is up to date with the latest security patches and features. They need to regularly maintain their hardware such as replacing old computers and upgrading their network infrastructure. In 2022, for a 20-user system, the price of hardware ranges between USD 6,500 – USD 7,500. Similarly, software licenses can range between USD 4,000 – USD 5,000.

Another important cost in this industry is staffing cost, as they need to hire and train a large number of agents to handle a high volume of calls. The cost of staffing a call center can vary depending on the size of the center as a greater number of agents will be required to handle the growing volume of calls, the location of the center as the cost vary in different countries, and the experience and skills of the agents.

Fixed overheads, including rent, equipment, taxes, and software are also major components of cost. The cost of rent depends on factors such as location and size. Equipment cost includes phones, headsets, computers, and servers. It depends on the quality and whether the equipment is leased or purchased. Software cost is also a significant expense that varies based on the factors such as functionality, the number of licenses required, and whether the software is cloud-based or on premise.

The following chart provides various costs incurred in this category and the major cost heads are shown below:

Companies generally use a value-based pricing model, which involves pricing the services based on the value they provide to the client rather than the cost of providing the service. This means that pricing would be based on the results achieved, such as increased customer satisfaction or sales. This model is beneficial for both the service provider and client, as it aligns incentives and encourages a focus on delivering high-quality results. This model also helps differentiate providers from their competitors, as they are able to offer more customized solutions that are tailored to the needs of individual customers.

The Call Center Service Procurement Intelligence Report provides a detailed analysis of the cost structure and the pricing models adopted by prominent suppliers in this category.

Sourcing Intelligence

“Which countries are the leading sourcing destinations for the call center service category?”

The Philippines, which has the largest market in this category and a huge, experienced, and fluent English-speaking workforce, is perfect for call centers. It provides an advantageous business climate that is suitable for call center operations. This includes factors like a stable political climate, a solid communications infrastructure, and a beneficial tax framework. Additionally, the service providers in the Philippines are reasonably priced. Because of this, it is a desirable choice for companies wishing to outsource their call center operations. Philippine call centers often charge between $8 and $16 per hour for their services.

India is another top competitor in this category, having an adequate workforce that is both reasonably priced and highly competent. Since India has a reputation for offering high-quality services, many businesses have set up a shop in this country to benefit from the nation's call center competence. India provides call center services at affordable rates. As a result, it is an attractive choice for businesses looking to outsource those services to India. Typically, call centers in India charge $6-$10 per hour.

In terms of call center service sourcing intelligence, most suppliers opt for in-house service providers to achieve higher cost savings, reduce security-related risks, and ensure better flexibility in customization. Companies are measuring the performance of their agents and their overall operations and this information is used to identify areas for improvement and to make changes that will lead to better customer service. They are also empowering agents to make decisions which are helping to improve the speed and accuracy of customer service. This also helps to reduce the number of escalations to supervisors.

“In the in-house service provider model,the client carries out the complete operations in-house operation”. 

They are increasingly focusing on providing a positive customer experience. This includes using technology to personalize interactions with customers, as well as providing agents with the training and resources they need to provide excellent service.

The report also provides details regarding day one, quick wins, portfolio analysis, key negotiation strategies of key suppliers, and low-cost/best-cost sourcing analysis. 

Call Center Service Procurement Intelligence Report Scope