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MARKET OVERVIEW

1.1 Definition and scope of study

A call-center or call centre is an organisation that makes it possible, thanks to a combination of human and technical resources, to remotely manage the relationship between a company and its customers. Managed call flows are generally massive, and can be incoming (e.g. after-sales service) or outgoing (telephone canvassing) These call centres actually manage a wide variety of missions related to the customer relationship, from technical assistance processing to claims processing to teleprospecting

However, with the impact of the digitalization and the growth of omnichannel customer relationship management (CRM) The terminology "call-center" appears to be inappropriate, so that we talk more about "call-center" than "call-center" "contact center" . Indeed, even if the telephone remains the most used medium with nearly 80% of contacts in France, e-mails, SMS, or social networks are becoming more and more important. Call centers, or contact centers, are therefore no longer simply assimilated to huge "industrial" call centers but are increasingly becoming real experts in customer relations

There are several call center models: either the company manages customer service itself or it outsources this part through an external service provider. In the latter case, an independent company handles the various channels of customer relations on behalf of large customers In France and around the world, just over 20% of call centers are now outsourced to external providers, but this share may well increase in the coming years. As an internal department within companies, the activities of in-house contact centres are more difficult to analyse, so an important part of our study will therefore focus on outsourced call centres - which have, moreover, been experiencing significant dynamism in recent years.

Among the major global players are the industry leader Teleperformance It is followed by its American competitor Concentrix and other players such as Atento and Alorica. The world market is in sharp rise with the development of production areas offshore or nearshore the latter allows for a significant reduction in costs

In France, the market for call centres - both internal and external - has experienced a 3% growth between 2018 and 2019 . In the "outsourced customer relationship" segment, France is the third European market and is one of the most dynamic countries in Europe More than half of the production for the French market is thus carried out in France. The "nearshore" and especially "offshore" shares are nevertheless growing strongly and gaining ground. The market is concentrated around a few large players, such as Webhelp France or Majorel, although many smaller players are still present

 

 

 

DEMAND ANALYSIS

MARKET STRUCTURE

ANALYSIS OF THE OFFER

REGULATION

POSITIONING OF THE PLAYERS

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in 40 pages
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Analysts

Hugo Schott

chargé d'études économiques, Xerfi

Hugo Schott

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Mathieu Luinaud

Associate Consultant

Mathieu Luinaud

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Education Formation
Robin C.

PhD Industrial transformations

Robin C.

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Pierre D.

Analyst

Pierre D.

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Arnaud W.
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Ross Alumni Club France

Arnaud W.

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Amaury de Balincourt
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Analyste de marché chez Businesscoot

Amaury de Balincourt

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Pierrick C.

Consultant

Pierrick C.

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Maelle V.

Project Finance Analyst, Consulting

Maelle V.

Héloise Fruchard

Etudiante en Double-Diplôme Ingénieur-Manager Centrale

Héloise Fruchard

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Imane Essadiq

EDHEC

Imane Essadiq

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Vincent D.

Auditeur

Vincent D.

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Eva-Garance T.

Eva-Garance T.

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Michela G.

Market Research Analyst

Michela G.

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Azelie P.

Market Research Analyst @Businesscoot

Azelie P.

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Cantiane G.

Market Research Analyst @Businesscoot

Cantiane G.

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Jules D.

Consultant

Jules D.

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Alexia V.

Alexia V.

Emil Ohlsson

Emil Ohlsson

Anna O.

Anna O.

Gabriel S.

Gabriel S.