Table of Content



1. Introduction
1.1 Scope of The Study
1.2 The Insight Partners Research Report Guidance

2. Key Takeaways

3. North America Customer Care BPO Market Landscape
3.1 Market Overview
3.2 Market Segmentation
3.2.1 North America Customer Care BPO Market – By Solution
3.2.2 North America Customer Care BPO Market – By End User
3.2.3 North America Customer Care BPO Market – By Country
3.3 PEST Analysis
3.3.1 North America – PEST Analysis
3.4 Ecosystem Analysis
3.5 Expert Opinion

4. North America Customer Care BPO Market – Key Industry Dynamics
4.1 Key Market Drivers
4.1.1 Growing Focus of Enterprises Towards Enhanced Customer Satisfaction
4.1.2 Growing Demand for Reducing the Operational Costs
4.2 Key Market Restraints
4.2.1 Growing number of cyber-attacks and growing security concerns
4.2.2 High dependency on telecommunication sector
4.3 Key Market Opportunities
4.3.1 Adoption of new technologies for improved customer experience
4.4 Future Trends
4.4.1 Geographical concentration of delivery centres
4.5 Impact Analysis of Drivers and Restraints

5. North America Customer Care BPO – Global Market Analysis
5.1 North America Customer Care BPO Market Overview
5.2 North America Customer Care BPO Market Forecast and Analysis

6. North America Customer Care BPO Market Analysis – By Solution
6.1 Overview
6.2 North America Customer Care BPO Market Breakdown, By Solution, 2018 & 2027
6.3 Onshore Outsourcing
6.3.1 Overview
6.3.2 Onshore Outsourcing Market Forecasts and Analysis
6.4 Offshore Outsourcing
6.4.1 Overview
6.4.2 Offshore Outsourcing Market Forecasts and Analysis
6.5 Nearshore Outsourcing
6.5.1 Overview
6.5.2 Nearshore Outsourcing Market Forecasts and Analysis

7. North America Customer Care BPO Market Analysis – By End-User
7.1 Overview
7.2 North America Customer Care BPO Market Breakdown, By End-User, 2018 & 2027
7.3 BFSI
7.3.1 Overview
7.3.2 BFSI Market Forecasts and Analysis
7.4 IT & Telecommunication
7.4.1 Overview
7.4.2 IT & Telecommunication Market Forecasts and Analysis
7.5 Manufacturing, Retail & E-Commerce
7.5.1 Overview
7.5.2 Manufacturing, Retail & E-Commerce Market Forecasts and Analysis
7.6 Healthcare & Pharmaceutical
7.6.1 Overview
7.6.2 Healthcare & Pharmaceutical Market Forecasts and Analysis
7.7 Transport & Logistics
7.7.1 Overview
7.7.2 Transport & Logistics Market Forecasts and Analysis
7.8 Media & Communication
7.8.1 Overview
7.8.2 Media & Communication Market Forecasts and Analysis
7.9 Automotive
7.9.1 Overview
7.9.2 Automotive Market Forecasts and Analysis
7.10 Others
7.10.1 Overview
7.10.2 Others Market Forecasts and Analysis

8. North America Customer Care BPO Market– Country Analysis
8.1 Overview
8.1.1 North America Customer Care BPO Market Breakdown, by Key Countries
8.1.1.1 U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.1.1 U.S. Customer Care BPO Market Breakdown by Solution
8.1.1.1.2 U.S. Customer care BPO Market Breakdown by End-User
8.1.1.2 Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.2.1 Canada Customer Care BPO Market Breakdown by Solution
8.1.1.2.2 Canada Customer Care BPO Market Breakdown by End-User
8.1.1.3 Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.3.1 Mexico Customer Care BPO Market Breakdown by Solution
8.1.1.3.2 Mexico Customer Care BPO Market Breakdown by End-User

9. Customer Care BPO Market - Industry Landscape
9.1 Market Initiative
9.2 Merger and Acquisition

10. North America Customer Care BPO Market – Company Profile
10.1 Alorica Inc.
10.1.1 Key Facts
10.1.2 Business Description
10.1.3 Products and Services
10.1.4 SWOT Analysis
10.1.5 Key Developments
10.2 Arvato AG
10.2.1 Key Facts
10.2.2 Business Description
10.2.3 Products and Services
10.2.4 Financial Overview
10.2.5 SWOT Analysis
10.2.6 Key Developments
10.3 Atento S.A.
10.3.1 Key Facts
10.3.2 Business Description
10.3.3 Products and Services
10.3.4 Financial Overview
10.3.5 SWOT Analysis
10.3.6 Key Developments
10.4 Concentrix Corporation
10.4.1 Key Facts
10.4.2 Business Description
10.4.3 Products and Services
10.4.4 Financial Overview
10.4.5 SWOT Analysis
10.4.6 Key Developments
10.5 Sitel Group
10.5.1 Key Facts
10.5.2 Business Description
10.5.3 Products and Services
10.5.4 Financial Overview
10.5.5 SWOT Analysis
10.5.6 Key Developments
10.6 Sykes Enterprises, Incorporated
10.6.1 Key Facts
10.6.2 Business Description
10.6.3 Products and Services
10.6.4 Financial Overview
10.6.5 SWOT Analysis
10.6.6 Key Developments
10.7 Teletech Holdings
10.7.1 Key Facts
10.7.2 Business Description
10.7.3 Products and Services
10.7.4 Financial Overview
10.7.5 SWOT Analysis
10.7.6 Key Developments
10.8 Teleperformance SA
10.8.1 Key Facts
10.8.2 Business Description
10.8.3 Products and Services
10.8.4 Financial Overview
10.8.5 SWOT Analysis
10.8.6 Key Developments
10.9 Webhelp
10.9.1 Key Facts
10.9.2 Business Description
10.9.3 Products and Services
10.9.4 Financial Overview
10.9.5 SWOT Analysis
10.9.6 Key Developments
10.10 Worldwide Call Centers, Inc.
10.10.1 Key Facts
10.10.2 Business Description
10.10.3 Products and Services
10.10.4 Financial Overview
10.10.5 SWOT Analysis
10.10.6 Key Developments

11. Appendix
11.1 About The Insight Partners
11.2 Glossary of Terms
11.3 Methodology
11.3.1 Coverage
11.3.2 Secondary Research
11.3.3 Primary Research




List of Figures


Figure 1. US Customer Care BPO Market, By Revenue, 2018 - 2027, US$ Bn
Figure 2. North America Customer Care BPO Market – By End User, 2018 & 2027, (%)
Figure 3. North America Customer Care BPO Market Segmentation
Figure 4. North America Customer Care BPO Market Segmentation – By Region
Figure 5. North America – PEST Analysis
Figure 6. Ecosystem Analysis
Figure 7. Expert Opinion
Figure 8. North America Customer Care BPO Market Impact Analysis of Driver and Restraints
Figure 9. North America Customer Care BPO Market Forecast and Analysis
Figure 10. North America Customer Care BPO Market Breakdown, By Solution, 2018 & 2027 (%)
Figure 11. North America Customer Care BPO Market, By Onshore Outsourcing Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 12. North America Customer Care BPO Market, By Offshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)
Figure 13. North America Customer Care BPO Market, By Nearshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)
Figure 14. North America Customer Care BPO Market Breakdown, By End-User, 2018 & 2027 (%)
Figure 15. North America Customer Care BPO Market, By BFSI Market Revenue and Forecasts to 2027 (US$ Mn)
Figure 16. North America Customer Care BPO Market, By IT & Telecommunication Revenue and Forecasts to 2027 (US$ Mn)
Figure 17. North America Customer Care BPO Market, By Manufacturing, Retail & E-Commerce Revenue and Forecasts to 2027 (US$ Mn)
Figure 18. North America Customer Care BPO Market, By Healthcare & Pharmaceutical Revenue and Forecasts to 2027 (US$ Mn)
Figure 19. North America Customer Care BPO Market, By Transport & Logistics Market Revenue and Forecasts to 2027 (US$ Mn)
Figure 20. North America Customer Care BPO Market, By Media & Communication Revenue and Forecasts to 2027 (US$ Mn)
Figure 21. North America Customer Care BPO Market, By Automotive Revenue and Forecasts to 2027 (US$ Mn)
Figure 22. North America Customer Care BPO Market, By Others Revenue and Forecasts to 2027 (US$ Mn)
Figure 23. North America Customer Care BPO Market Breakdown by Key Countries, 2018 & 2027(%)
Figure 24. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 25. Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 26. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)


List of Tables


Table 1. North America Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Table 2. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (Us$ Bn)
Table 3. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (Us$ Mn)
Table 4. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Key Countries (Us$ Bn)
Table 5. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 6. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 7. Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 8. Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 9. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 10. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 11. Glossary of Term: Customer Care BPO Market