Companies and Markets
Call us on +44 (0) 203 086 8600
Market Research A to Z | Company Profiles A to Z | RegisterRegister | Contact UsContact Us | Shopping Basket Shopping Basket
+44 (0) 203 086 8600 Call us on

Global call centres market set to benefit from the development of mobile apps

Industry Sector

Business Services

Published

10 December 2012

Author

Mike King

Type of News

Market

The global call centres market has been forecast to hit a market value of US$337.8 billion by 2018, with the industry set to be driven primarily by the increasing corporate focus on providing efficient customer service as a part of business development.

Furthermore, renewed business process outsourcing activity and the increasing use of innovative IT technologies also bodes well for the future of this market.

A call centre is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations and debt collection.

A call centre is operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs.

Revenues of several companies in developed nations took a hit due to reduced demand of products and services in major markets and loss of key sales contracts in 2009. Call centre service revenues fell from grace as a result of companies throwing outsourcing plans on the backburner, renegotiating existing contracts at lower prices with existing service providers and postponement of contract extensions, and renewals.

While call centres previously focused on providing customer service functions, they are now seen as an essential element of corporate business development strategy. Modern call centres can provide services beyond simple, one-dimensional customer service, and they are now considered as important tools to create value for customers and shareholders alike.Call centres

The scale of rigorous process improvement and standardisation achieved by call centres of late, additionally make these establishments perfect partners for corporate success. Mirroring the trend is the growing adoption of latest information technology (IT) such as Automatic Speech Recognition (ASR), Call Routing, ACD, Voice Response Systems (IVR/VRU), VoIP, CTI and sophisticated CRM tools by call centres.

Another trend being witnessed is the delivery of call center services in the form of mobile apps. Thanks to the smart phone revolution, call center companies are launching innovative apps for the customer to directly interact with the call centers using their smartphones. With smartphones poised to emerge as the preferred mode of communication, call centers are projected to offer enhanced value added services through mobile apps.

For more information on the global call centres market, see the latest research: Global Call Centres Market

Follow us on Twitter @CandMResearch

Visitor Comments

All posts are pre-moderated and must obey the house rules.

Change Currency

GBP
USD

Change Currency

GBP
USD

Use our research skills: Get free support

Free Research Support: Let us do the work for you and find information from public and private sources of information. Contact us now and we can save you time and money.......Free Research Support

December Discounted Prices: Contact us to ask about our special discounts available in December

For the last month in 2014 we are offering discounted prices on a selection of new reports. Please contact us on 00 44 (0) 203 0868600 or via email (click here to email) to ask about prices and special discounts.

Available during December and the run-up to Christmas; Discounted prices on a selection of our reports.

Find all the research at the best prices. Great promotions being offered during December!

We are offering our clients substantial savings on the best research available during December. Please contact us either via emailor by calling our team to discuss your specific research needs on Tel: 00 44 (0) 203 0868600. We look forward to being able to find you the research you require at good prices.

Accessibility
Close

Contrast settings

Text size settings