Call Center Outsourcing Market in Europe 2024-2028

The call center outsourcing market in Europe is forecasted to grow by USD 5.47 bn during 2023-2028, accelerating at a CAGR of 4.21% during the forecast period. The report on the call center outsourcing market in Europe provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by increase in call center outsourcing by it and telecom service providers, rising use of automated technologies in call centers, and focus on reducing operating costs of businesses.

Market Scope
Base Year	2023
End Year	2028
Series Year	2024-2028
Growth Momentum	Accelerate
YOY 2024	3.52%
CAGR	4.21%
Incremental Value	$5.47bn

Technavio's call center outsourcing market in Europe is segmented as below:

By Type

Inbound
Outbound

By End-user

IT and telecom
BFSI
Healthcare
Retail
Others

This study identifies the emergence of voice bots in call center outsourcing services as one of the prime reasons driving the call center outsourcing market in Europe growth during the next few years. Also, increasing adoption of analytics and AI solutions in call centers and rising adoption of cloud communication in call centers will lead to sizable demand in the market.

The report on the call center outsourcing market in Europe covers the following areas:

Call center outsourcing market in Europe sizing
Call center outsourcing market in Europe forecast
Call center outsourcing market in Europe industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center outsourcing market in Europe vendors that include Alorica Inc., Atento SA, Bertelsmann SE and Co. KGaA, CIENCE Technologies, Computer Generated Solutions Inc., Concentrix Corp., Conduent Inc., Foundever Group, Helpware Inc., Hinduja Global Solutions Ltd., LLC Simply Contact International, MCI LC, StarTek Inc., Stroer SE and Co. KGaA, Sutherland Global Services Inc., TDS Global Solutions, Teleperformance SE, TELUS Corp., Transcom Holding AB, and TTEC Holdings Inc.. Also, the call center outsourcing market in Europe analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast the accurate market growth.

Product Code: IRTNTR45296

1 Executive Summary

1.1 Market overview
Exhibit 01: Executive Summary - Chart on Market Overview
Exhibit 02: Executive Summary - Data Table on Market Overview
Exhibit 03: Executive Summary - Chart on Country Market Characteristics
Exhibit 04: Executive Summary - Chart on Market By Geographical Landscape
Exhibit 05: Executive Summary - Chart on Market Segmentation by Type
Exhibit 06: Executive Summary - Chart on Market Segmentation by End-user
Exhibit 07: Executive Summary - Chart on Incremental Growth
Exhibit 08: Executive Summary - Data Table on Incremental Growth
Exhibit 09: Executive Summary - Chart on Vendor Market Positioning

2 Market Landscape

2.1 Market ecosystem
Exhibit 10: Parent market
Exhibit 11: Market Characteristics

3 Market Sizing

3.1 Market definition
Exhibit 12: Offerings of vendors included in the market definition
3.2 Market segment analysis
Exhibit 13: Market segments
3.3 Market size 2023
3.4 Market outlook: Forecast for 2023-2028
Exhibit 14: Chart on Europe - Market size and forecast 2023-2028 ($ billion)
Exhibit 15: Data Table on Regional - Market size and forecast 2023-2028 ($ billion)
Exhibit 16: Chart on Europe: Year-over-year growth 2023-2028 (%)
Exhibit 17: Data Table on Regional - Market size and forecast 2023-2028 ($ billion)

4 Historic Market Size

4.1 Call center outsourcing market in Europe 2018 - 2022
Exhibit 18: Historic Market Size - Data Table on call center outsourcing market in Europe 2018 - 2022 ($ billion)
4.2 Type Segment Analysis 2018 - 2022
Exhibit 19: Historic Market Size - Type Segment 2018 - 2022 ($ billion)
4.3 End-user Segment Analysis 2018 - 2022
Exhibit 20: Historic Market Size - End-user Segment 2018 - 2022 ($ billion)
4.4 Geography Segment Analysis 2018 - 2022
Exhibit 21: Historic Market Size - Geography Segment 2018 - 2022 ($ billion)

5 Five Forces Analysis

5.1 Five forces summary
Exhibit 22: Five forces analysis - Comparison between 2023 and 2028
5.2 Bargaining power of buyers
Exhibit 23: Chart on Bargaining power of buyers - Impact of key factors 2023 and 2028
5.3 Bargaining power of suppliers
Exhibit 24: Bargaining power of suppliers - Impact of key factors in 2023 and 2028
5.4 Threat of new entrants
Exhibit 25: Threat of new entrants - Impact of key factors in 2023 and 2028
5.5 Threat of substitutes
Exhibit 26: Threat of substitutes - Impact of key factors in 2023 and 2028
5.6 Threat of rivalry
Exhibit 27: Threat of rivalry - Impact of key factors in 2023 and 2028
5.7 Market condition
Exhibit 28: Chart on Market condition - Five forces 2023 and 2028

6 Market Segmentation by Type

6.1 Market segments
Exhibit 29: Chart on Type - Market share 2023-2028 (%)
Exhibit 30: Data Table on Type - Market share 2023-2028 (%)
6.2 Comparison by Type
Exhibit 31: Chart on Comparison by Type
Exhibit 32: Data Table on Comparison by Type
6.3 Inbound - Market size and forecast 2023-2028
Exhibit 33: Chart on Inbound - Market size and forecast 2023-2028 ($ billion)
Exhibit 34: Data Table on Inbound - Market size and forecast 2023-2028 ($ billion)
Exhibit 35: Chart on Inbound - Year-over-year growth 2023-2028 (%)
Exhibit 36: Data Table on Inbound - Year-over-year growth 2023-2028 (%)
6.4 Outbound - Market size and forecast 2023-2028
Exhibit 37: Chart on Outbound - Market size and forecast 2023-2028 ($ billion)
Exhibit 38: Data Table on Outbound - Market size and forecast 2023-2028 ($ billion)
Exhibit 39: Chart on Outbound - Year-over-year growth 2023-2028 (%)
Exhibit 40: Data Table on Outbound - Year-over-year growth 2023-2028 (%)
6.5 Market opportunity by Type
Exhibit 41: Market opportunity by Type ($ billion)
Exhibit 42: Data Table on Market opportunity by Type ($ billion)

7 Market Segmentation by End-user

7.1 Market segments
Exhibit 43: Chart on End-user - Market share 2023-2028 (%)
Exhibit 44: Data Table on End-user - Market share 2023-2028 (%)
7.2 Comparison by End-user
Exhibit 45: Chart on Comparison by End-user
Exhibit 46: Data Table on Comparison by End-user
7.3 IT and telecom - Market size and forecast 2023-2028
Exhibit 47: Chart on IT and telecom - Market size and forecast 2023-2028 ($ billion)
Exhibit 48: Data Table on IT and telecom - Market size and forecast 2023-2028 ($ billion)
Exhibit 49: Chart on IT and telecom - Year-over-year growth 2023-2028 (%)
Exhibit 50: Data Table on IT and telecom - Year-over-year growth 2023-2028 (%)
7.4 BFSI - Market size and forecast 2023-2028
Exhibit 51: Chart on BFSI - Market size and forecast 2023-2028 ($ billion)
Exhibit 52: Data Table on BFSI - Market size and forecast 2023-2028 ($ billion)
Exhibit 53: Chart on BFSI - Year-over-year growth 2023-2028 (%)
Exhibit 54: Data Table on BFSI - Year-over-year growth 2023-2028 (%)
7.5 Healthcare - Market size and forecast 2023-2028
Exhibit 55: Chart on Healthcare - Market size and forecast 2023-2028 ($ billion)
Exhibit 56: Data Table on Healthcare - Market size and forecast 2023-2028 ($ billion)
Exhibit 57: Chart on Healthcare - Year-over-year growth 2023-2028 (%)
Exhibit 58: Data Table on Healthcare - Year-over-year growth 2023-2028 (%)
7.6 Retail - Market size and forecast 2023-2028
Exhibit 59: Chart on Retail - Market size and forecast 2023-2028 ($ billion)
Exhibit 60: Data Table on Retail - Market size and forecast 2023-2028 ($ billion)
Exhibit 61: Chart on Retail - Year-over-year growth 2023-2028 (%)
Exhibit 62: Data Table on Retail - Year-over-year growth 2023-2028 (%)
7.7 Others - Market size and forecast 2023-2028
Exhibit 63: Chart on Others - Market size and forecast 2023-2028 ($ billion)
Exhibit 64: Data Table on Others - Market size and forecast 2023-2028 ($ billion)
Exhibit 65: Chart on Others - Year-over-year growth 2023-2028 (%)
Exhibit 66: Data Table on Others - Year-over-year growth 2023-2028 (%)
7.8 Market opportunity by End-user
Exhibit 67: Market opportunity by End-user ($ billion)
Exhibit 68: Data Table on Market opportunity by End-user ($ billion)

8 Customer Landscape

8.1 Customer landscape overview
Exhibit 69: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

9.1 Geographic segmentation
Exhibit 70: Chart on Market share By Geographical Landscape - 2023-2028 (%)
Exhibit 71: Data Table on Market share By Geographical Landscape - 2023-2028 (%)
9.2 Geographic comparison
Exhibit 72: Chart on Geographic comparison
Exhibit 73: Data Table on Geographic comparison
9.3 UK - Market size and forecast 2023-2028
Exhibit 74: Chart on UK - Market size and forecast 2023-2028 ($ billion)
Exhibit 75: Data Table on UK - Market size and forecast 2023-2028 ($ billion)
Exhibit 76: Chart on UK - Year-over-year growth 2023-2028 (%)
Exhibit 77: Data Table on UK - Year-over-year growth 2023-2028 (%)
9.4 Germany - Market size and forecast 2023-2028
Exhibit 78: Chart on Germany - Market size and forecast 2023-2028 ($ billion)
Exhibit 79: Data Table on Germany - Market size and forecast 2023-2028 ($ billion)
Exhibit 80: Chart on Germany - Year-over-year growth 2023-2028 (%)
Exhibit 81: Data Table on Germany - Year-over-year growth 2023-2028 (%)
9.5 France - Market size and forecast 2023-2028
Exhibit 82: Chart on France - Market size and forecast 2023-2028 ($ billion)
Exhibit 83: Data Table on France - Market size and forecast 2023-2028 ($ billion)
Exhibit 84: Chart on France - Year-over-year growth 2023-2028 (%)
Exhibit 85: Data Table on France - Year-over-year growth 2023-2028 (%)
9.6 The Netherlands - Market size and forecast 2023-2028
Exhibit 86: Chart on The Netherlands - Market size and forecast 2023-2028 ($ billion)
Exhibit 87: Data Table on The Netherlands - Market size and forecast 2023-2028 ($ billion)
Exhibit 88: Chart on The Netherlands - Year-over-year growth 2023-2028 (%)
Exhibit 89: Data Table on The Netherlands - Year-over-year growth 2023-2028 (%)
9.7 Rest of Europe - Market size and forecast 2023-2028
Exhibit 90: Chart on Rest of Europe - Market size and forecast 2023-2028 ($ billion)
Exhibit 91: Data Table on Rest of Europe - Market size and forecast 2023-2028 ($ billion)
Exhibit 92: Chart on Rest of Europe - Year-over-year growth 2023-2028 (%)
Exhibit 93: Data Table on Rest of Europe - Year-over-year growth 2023-2028 (%)
9.8 Market opportunity By Geographical Landscape
Exhibit 94: Market opportunity By Geographical Landscape ($ billion)
Exhibit 95: Data Table on Market opportunity By Geographical Landscape ($ billion)

10 Drivers, Challenges, and Trends

10.1 Market drivers
10.2 Market challenges
10.3 Impact of drivers and challenges
Exhibit 96: Impact of drivers and challenges in 2023 and 2028
10.4 Market trends

11 Vendor Landscape

11.1 Overview
11.2 Vendor landscape
Exhibit 97: Overview on Criticality of inputs and Factors of differentiation
11.3 Landscape disruption
Exhibit 98: Overview on factors of disruption
11.4 Industry risks
Exhibit 99: Impact of key risks on business

12 Vendor Analysis

12.1 Vendors covered
Exhibit 100: Vendors covered
12.2 Market positioning of vendors
Exhibit 101: Matrix on vendor position and classification
12.3 Alorica Inc.
Exhibit 102: Alorica Inc. - Overview
Exhibit 103: Alorica Inc. - Product / Service
Exhibit 104: Alorica Inc. - Key offerings
12.4 Atento SA
Exhibit 105: Atento SA - Overview
Exhibit 106: Atento SA - Business segments
Exhibit 107: Atento SA - Key offerings
Exhibit 108: Atento SA - Segment focus
12.5 Bertelsmann SE and Co. KGaA
Exhibit 109: Bertelsmann SE and Co. KGaA - Overview
Exhibit 110: Bertelsmann SE and Co. KGaA - Business segments
Exhibit 111: Bertelsmann SE and Co. KGaA - Key news
Exhibit 112: Bertelsmann SE and Co. KGaA - Key offerings
Exhibit 113: Bertelsmann SE and Co. KGaA - Segment focus
12.6 CIENCE Technologies
Exhibit 114: CIENCE Technologies - Overview
Exhibit 115: CIENCE Technologies - Product / Service
Exhibit 116: CIENCE Technologies - Key offerings
12.7 Computer Generated Solutions Inc.
Exhibit 117: Computer Generated Solutions Inc. - Overview
Exhibit 118: Computer Generated Solutions Inc. - Product / Service
Exhibit 119: Computer Generated Solutions Inc. - Key offerings
12.8 Concentrix Corp.
Exhibit 120: Concentrix Corp. - Overview
Exhibit 121: Concentrix Corp. - Product / Service
Exhibit 122: Concentrix Corp. - Key offerings
12.9 Conduent Inc.
Exhibit 123: Conduent Inc. - Overview
Exhibit 124: Conduent Inc. - Business segments
Exhibit 125: Conduent Inc. - Key news
Exhibit 126: Conduent Inc. - Key offerings
Exhibit 127: Conduent Inc. - Segment focus
12.10 Foundever Group
Exhibit 128: Foundever Group - Overview
Exhibit 129: Foundever Group - Product / Service
Exhibit 130: Foundever Group - Key offerings
12.11 Helpware Inc.
Exhibit 131: Helpware Inc. - Overview
Exhibit 132: Helpware Inc. - Product / Service
Exhibit 133: Helpware Inc. - Key offerings
12.12 StarTek Inc.
Exhibit 134: StarTek Inc. - Overview
Exhibit 135: StarTek Inc. - Business segments
Exhibit 136: StarTek Inc. - Key offerings
Exhibit 137: StarTek Inc. - Segment focus
12.13 Sutherland Global Services Inc.
Exhibit 138: Sutherland Global Services Inc. - Overview
Exhibit 139: Sutherland Global Services Inc. - Product / Service
Exhibit 140: Sutherland Global Services Inc. - Key offerings
12.14 Teleperformance SE
Exhibit 141: Teleperformance SE - Overview
Exhibit 142: Teleperformance SE - Product / Service
Exhibit 143: Teleperformance SE - Key offerings
12.15 TELUS Corp.
Exhibit 144: TELUS Corp. - Overview
Exhibit 145: TELUS Corp. - Business segments
Exhibit 146: TELUS Corp. - Key offerings
Exhibit 147: TELUS Corp. - Segment focus
12.16 Transcom Holding AB
Exhibit 148: Transcom Holding AB - Overview
Exhibit 149: Transcom Holding AB - Business segments
Exhibit 150: Transcom Holding AB - Key offerings
Exhibit 151: Transcom Holding AB - Segment focus
12.17 TTEC Holdings Inc.
Exhibit 152: TTEC Holdings Inc. - Overview
Exhibit 153: TTEC Holdings Inc. - Business segments
Exhibit 154: TTEC Holdings Inc. - Key offerings
Exhibit 155: TTEC Holdings Inc. - Segment focus

13 Appendix

13.1 Scope of the report
13.2 Inclusions and exclusions checklist
Exhibit 156: Inclusions checklist
Exhibit 157: Exclusions checklist
13.3 Currency conversion rates for US$
Exhibit 158: Currency conversion rates for US$
13.4 Research methodology
Exhibit 159: Research methodology
Exhibit 160: Validation techniques employed for market sizing
Exhibit 161: Information sources
13.5 List of abbreviations
Exhibit 162: List of abbreviations