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- Pagine : 30 pags
- Formato : Versione PDF e digitale
- Ultimo aggiornamento : 19/10/2023
Riepilogo ed estratti
1 Market Overview
1.1 Definition and scope of the study
Call centers are defined as all those organizations that provide specialized communication services within a company or independently, through the use of channels such as telephone, fax, e-mail and the Internet. Two categories of call centers are distinguished:
- In-house: when it is a service carried out by a department of the company;
- Outsourced or external: when the support work is done externally.
The services provide distinct call flows:
- Inbound: provided when the call is received, as in after-sales service;
- Outbound: provided when the call center makes outbound calls, such as telemarketing or prospecting services.
In2022the global call center market was estimated at$314.5 billionand is expected to reach a size of about494 billion dollars by 2031, with an average annual growth rate (CAGR) of5,8%.
If in2022the market closed with a ftotal turnoverof about2,8billion, and it is estimated that in2027turnover could approach a record high of3 billionin the Italian market alone.
There are several trends leading this market in the future; first and foremost, one can think of automation and the use of different management systems that are increasingly similar to the concept of smartworking and the cloud. Digital transformation strengthens communication channels, making them available anywhere, anytime, and seamlessly. In addition, more and more call centers are no longer focusing on a low-cost service, but on a strongly customer-oriented service, making it increasingly specific and specialized according to the consumer. The trend is toward closer integration between humans and artificial intelligence, as seen with dialog boxes and intelligent applications.
1.2 The global market
In **** , the global call center market was estimated at $***.* billion and is expected to reach a size of about $*** billion by ****, with an average annual growth rate(***) of *.* percent.
Global call center market World, ****-****, US$ billion Research and Markets
Regional Analysis
The U.S. call center market is estimated at ...
1.3 The domestic market
In Italy, industry data describe this market as vibrant and promising, even with a view to growth in the short, medium and long term. In fact, the sector seems to enjoy excellent health, which is why revenues are expected to continue growing at a steady pace until ****. If in **** the market ...
1.4 The impact of the Covid pandemic 19
Before the health crisis, call centers had predictive capacity because of a seasonality effect. Also, before the health crisis, households accepted the waiting time because it was possible to call back later, or they chose to wait a few minutes to get an answer.
However, the health crisis accentuated the weaknesses ...
2 Demand analysis
2.1 Demand characteristics
Call centers, or contact centers, are a relationship marketing tool, bringing together all actions to enrich the customer relationship. The goal is to build customer loyalty , which reduces the cost of acquiring new customers and encourages them to continue buying products or services. Thus, using a contact center can manage different ...
2.2 Factors influencing demand
Thecustomer service industry is evolving in terms of service activities and infrastructure to reduce rising costs while increasing the level of customer satisfaction. Specifically, consumers reported that they have preferred channels for getting in touch with customer service. In fact, it is found that **.* percent of consumers perfer to get in ...
2.3 The new trends
The call center market is at a time of continuous evolution in response to the changing dynamics of the global marketplace and rising customer expectations. Emerging trends in **** highlight an industry in adaptation, trying to balance customer needs with newly available technologies. Based on these premises, the following is an overview ...
3 Market structure
3.1 A fragmented and competitive market
Analyzing the evolution of the call center number in the national context, we see a gradual and steady growth from **** to ****, with a growth rate of *.* percent.
Evolution of the number of call centers Italy, ****-****, in units Source: ****
From the perspective of the distribution of the legal form of companies ...
3.2 Value Chain
The chart below represents the value chain and the key players in it:
Source: ****
The call center is responsible for establishing a link between the company and its customers, but also between the different structures of the company; call centers can be considered the hub through which all customer information ...
3.3 Spatial distribution of call centers in Italy
Distribution of call centers, by region
Italy, ****, in number of companies
Southern Italy is the region with the largest number of call centers, followed by the Northwest and the Center. The Northeast and the Islands have almost the same number of call centers. The lower salaries of southern Italian employees may ...
3.4 Main actors
The call center market represents a vital sector for companies seeking to maintain and improve relationships with their customers. Technological evolution, along with changing customer needs, continues to shape the market, making it a dynamic and constantly evolving sector. An analysis of some of the major players in the Italian scenario ...
3.5 Advantages and disadvantages of call center outsourcing
Advantages and disadvantages of call center outsourcing
Source: ****
However, there are also hybrid forms between in-house and outsourcing, such as when a company sets up a subsidiary to manage the relationship with customers, or when a group invests in a company that manages contact centers for several customers, of which the ...
4 Supply analysis
4.1 Organization of contact centers and types of services offered
Internal workings of a call center:
The guidescomparative offers a set of specifications for setting up and running a contact center.
We can distinguish two different, or complementary, logics in setting up a contact center:
a quantitative logic: improving the productivity of contact processing a qualitative logic: to improve the quality ...
4.2 Cost structure and price analysis
Prices vary depending on location and the number of consultants and calls handled. Most industry leaders do not show their prices. However, here are some examples of the factors that are factored into the prices of all contact centers, according to Callcenter-guide:
Premises: price varies depending on location, rent, utilities and ...
4.3 The future of the contact center in the digital age
Phone calls can thus be matched with the potential of new technologies that make an organizational transformation of the industry immediately feasible and could increase the agility of call centers. The diagram below shows a better idea of the impact of new technologies in the call center field.
Source: ****
This diagram ...
5 Regulations
5.1 Rules and regulations
Operators working in the call center sector can legally use publicly available telephone numbers only if they are registered in the register of communications operators managed by AGCOM. Registration is done through an online portal accessible through the national service card, which requires the completion of forms regarding the company's structure, ...
6 Positioning of actors
6.1 Segmentation
- Comdata Italia
- AlmavivA Contact
- SKY ITALIA NETWORK SERVICE
- Network contacts
- Covisian
- Contact Centre Sud
Grafica
- Evoluzione delle dimensioni del mercato dei call center
- Distribuzione dei tipi di servizi alla clientela più utilizzati
- Soddisfazione del servizio clienti, per tipo di canale
- Industrie con il servizio clienti più richiesto
- Principali motivi per contattare un ufficio relazioni con i clienti
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