Contact Centers - Procurement Best Practices & Sourcing Strategies

Procurement Market Intelligence Report

Contact Centers – Procurement Best Practices & Sourcing Strategies

Contact Centers Market – Executive Summary, Market Analysis, Supply Analysis, Procurement Best Practices, Market Monitoring Insights

1. Executive Summary
1.1. Category Definition
1.2. Value Chain
1.3. Market Snapshot
1.4. Executive Summary
1.5. Negotiation leverage
1.6. Talking points to business
1.7. COVID Impact
2. Market Analysis
2.1. Global Market Maturity
2.2. Global Industry Trends
2.3. Global Drivers and Constraints
2.4. Regional Market Outlook
2.5. Industry Outlook
2.6. Porter’s Five Forces Analysis: Developed and Emerged Markets
3. Supply Analysis
3.1. Supply Market Outlook
3.2. Global Suppliers
3.3. Regional Suppliers
3.4. Supplier Profiles
3.5. SWOT Analysis
4. Procurement Best Practices
4.1. Sourcing Models: Comparative Analysis,
4.1.1. Sourcing Models, Pricing Models, Engagement Models
4.1.2. Sourcing Practices: Contact Center Industry
4.1.3. Purchasing Process: RFP/RFI Builder
4.1.4. Sustainability
4.1.5. KPI and SLA Components
5. Market Monitoring Insights
5.1. Cost Structure
5.2. Cost Analysis and Savings

Important Questions Related to the Contact Center Market Report

  1. What market size is anticipated for the global contact center market?

As per ELINT’s detailed procurement report, the global contact center industry is projected to reach USD 218.31 billion by 2032 at 19.6% CAGR.

  1. What are the key drivers for development in the contact center industry?

A rapid utilization of advanced constant center software and arsing omnichannel communication trend are major factors for development in the market.

  1. Who is the dominant country in the international contact center sector?

North America operates as the dominant country in the internal contact center market.


Contact Center Market Global Size:

The global contact center software market size was valued at $390 billion in 2023 as per ELINT Market Research’s procurement market analysis. Further, it is anticipated that the growing need for improved customer experiences will propel the market’s expansion at a CAGR of 3–4% from 2023 to 2027.


Consequently, companies all over the world are realizing how important it is to offer top-notch customer service and are investing in contact center software to customize, expedite, and enhance their client interactions. In addition, the widespread use of omnichannel communication trend propelled the requirement for contact center solutions.

Market Definition:

Nowadays, corporate businesses across the world are continuously expected to communicate with their customers using a variety of platforms, including chat, email, social media, and audio. Hence, contact center software service providers help those companies manage and integrate various channels using contact center solutions; thus, they can receive a smooth and uniform experience throughout their every client interaction.


Furthermore, the emergence of data analytics and AI-dependent technologies also contributed to driving huge demand for smart contact center software. Therefore, now, organizations are able to automate daily procedures, gain insightful details from client interactions, and increase productivity by using AI-powered tools like voice analytics, chatbots, and predictive forecasting.

Contact Center Market Drivers:

  1. Continually Rising Digitization –

Due to rising digitalization, contact center procurement market intelligence constantly provides exceptional customer services with the help of numerous communication channels like social media, mobile phones, emails, chatters, etc., which is a noteworthy growth driver for this market.


  1. Increasing Awareness for Cost-Efficient Methods –

Contact centers help worldwide businesses optimize their operational costs by streamlining multiple daily tasks like handling customer support, improving service quality, and driving profitability. Thus, this is another key driver for the proliferation of the contact center industry.

Contact Center Market Challenges:

  1. Maintaining Data Safety –

One of the major challenges that contact center market players face is maintaining data safety, as their solutions comprise sensitive customer data, which is vulnerable to cyber threats.


  1. Lack of Talent Management –

Contact center businesses massively depend on their frontline representatives, who directly interact with customers. Hence, organizations need to properly hire and handle skilled workers for the front desk since in case of a lack of talents, customer experience can be hampered.

Contact Center Procurement Market Opportunities:

  1. Emergence of Omnichannel Communication –

Omnichannel channel communication is a great opportunity for businesses operating in the contact center industry since it helps consumers to maintain and even switch between communication channels, without any disruptions.


  1. Obtaining Data-Driven Insights –

Contact center organizations can collect vast amounts of data about their clients through refined analytics and AI-based tools. They can later optimize and derive valuable insights from the data, which can help them to discover about consumers’ likes, dislikes, behaviors, etc.

Contact Center Market Segmentation:

  1. Various Deployment Models –

Contact center industry participants employ various deployment models such as in-house, cloud-based, and a combination of both options, which is a foremost segmenting factor of this sector.


  1. Type of Services –

Different contact center services help companies to effectively handle a wide variety of consumer interactions; these solutions mainly comprise outbound, incoming messages, and mixed.

Engagement Strategies in the Contact Center Market:

One of the convenient engagement strategies that contact center market procurement intelligence companies employ is the rising preference among Fortune 500 buyers, which helps interact with international service suppliers. Hence, Fortune 500 businesses can improve their client relations operations by working with global vendors who offer innovative technologies, expertise in the field, and standard methods.

High Maturity Regions for Demand and Supply in the Contact Center Market:

Significant countries that possess high demand power in the international contact center market include the US, UK, Australia, Europe, and Japan, which means that these regions require effective contact center solutions in large amounts. On the other hand, countries holding high supply power are India, the Philippines, South Africa, Egypt, Romania, Bulgaria, Colombia, the Dominican Republic, Jamaica, Northern Ireland, and Costa Rica. These nations are renowned for skilled contact center workforce and solutions; thus, they supply services to other regions.

KPIs in the Contact Center Market:

KPIs help contact center stakeholders to examine the effectiveness of service providers. The first call resolution KPI gauges the total resolved queries from customers, which helps understand the prompt customer response service of companies. Further, the average speed to answer KPI calculates the moderate time organizations take to solve clients’ issues. Additionally, the transfer rate KPI assists in examining at what frequency calls are transmitted to other departments or workers. Moreover, abandoned call rate KPI helps companies track the proportion of customers who hang up before speaking with their agent. Lastly, the net promoter score KPI helps in gauging loyal customer counts.

Negotiation Factors in the Contact Center Market:

This contact center procurement market research report exhibits some of the substantial negotiation factors, that industry participants utilize to bargain their terms and costs with consumers. The foremost method is call volume, which directly influences employee needs, resource budget, and overall strength. Further, adjusting the seasonal calls approach lets contact center firms adapt to oscillations in direction during extreme periods. Moreover, by reducing the agent-supervisor ratio method, companies can offer support to their frontline staff and improve productivity. Additionally, by employing a technological infrastructure updation approach contact centers can leverage intelligent solutions to facilitate customer communication, automate tasks, and obtain real-time data.

Pricing Models in the Contact Center Market:

Pricing strategies help contact center companies decide on a payment structure with clients; with FTE or hour-based method, service suppliers obtain payments depending on the number of hours their representatives have worked. Further, the transaction-based pricing approach helps to determine costs based on the quantity of calls or transactions that the contact center handled. Additionally, with performance-based pricing, organizations can set some performance measures at the initial stage and decide payments depending on the results of those preset measures.

Impactful Cost Component in the Contact Center Market:

The agent costs including salaries & benefits are one of the significant and impactful cost components in the global contact center market, which typically accounts for 56–60% share of the total costs. Hence, businesses must keep track of and optimize this cost component to save additional expenses.

Contract Period in the Contact Center Market:

Contact center procurement market intelligence companies make contracts for an average duration of 3 to 5 years with their clients. This contract indicates important commitment terms, that both parties mutually agreed upon.

Leading Suppliers in the Contact Center Market:

Prominent players in the internal contact center industry that are renowned for their cutting-edge technological solutions include Teleperformance​, Conectys​, Konecta​, Transcom​, Comdata Group​, Intelcia​, Atento​, Capita Customer Service​, Conduent​, Transcom Worldwide​, Concentrix​, Sitel​, TTEC​, Sutherland Global, Majorel​, Alorica​, Webhelp​, Telus International​, TDCX​, Transcosmos​, Firstsource​, HGS, Acquire BPO​, Infinit O​, 1Contact​, 24*7 direct​, Stellar​, Firstsource​, Startek​, Infosys BPO​, Contax Group, Helpware, Kikxxl GmbH​, Regiocom​, Tolksdorf Communication GmBH​, Tricontes360​, KUS Group​, CTM Group​, Hauris Call Center​, Yource​, Contesta​, IPG Group​, Yource​, Callexcell, Nallo​, Tunis Call Center​, Odity​, Phone Act​, Active Contact​.

Additional Information

Purchase Option

Multiple User License, Single User License


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