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Middle East & Africa Customer Care BPO Market Forecast to 2028 -Regional Analysis - by Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing) and End User (BFSI, IT and Telecommunication, Retail and E-Commerce, Manufacturing, Healthcare and Pharmaceutical, Transport and Logistics, Media and Communication, Automotive, and Others)
Market Report I 2023-07-04 I 114 Pages I The Insight Partners
The Middle East & Africa customer care BPO market is expected to grow from US$ 1,986.49 million in 2023 to US$ 2,618.71 million by 2028. It is estimated to grow at a CAGR of 5.7% from 2023 to 2028.
Progressive IT and Telecommunications sector in Middle East & Africa Customer Care BPO Market
The term BPO in the IT sector specifically refers to outsourcing non-core business processes such as human resources, finance and accounting, customer relationship management (CRM), and supply chain management. Moreover, the role of IT has changed with the rise of digital transformation and businesses moving online. Instead of merely delivering technology services, IT service providers are now expected to act as strategic partners that can help businesses to enhance their revenues. Business processes such as help desk support, IT infrastructure management, application development and management, business continuity and disaster recovery, digital marketing, data entry and processing, and customer relationship management can be outsourced. With the growing dependence of businesses on technology, the demand for BPO services would continue to grow in the future. There has been a subtle increase in demand of BPO services for IT services after the COVID-19 pandemic. These services ensure business continuity and pliability. BPO service companies provide intelligent solutions by aiding better insights and problem-solving abilities. According to a blog by Shortlister, 57% of companies preferred outsourcing to concentrate on core issues, operations, and activities in 2021. There is a rise in spending on deploying 5G infrastructures due to the shift in customer inclination toward next-generation technologies, and smartphone devices. Therefore, the ongoing proliferation of the IT sector provides lucrative growth opportunities for the customer care BPO market growth.
Middle East & Africa Customer Care BPO Market Overview
The MEA region includes South Africa, Saudi Arabia, UAE, and the Rest of MEA. The region is anticipated to witness increased commercialization and industrialization, specifically in the Gulf countries. The Gulf countries are economically developed, in contrast to the African nations, which are yet to attain the economic conditions of the Gulf countries and lag far behind. Urbanization in the Middle East is transforming countries' outlooks, promoting the adoption of advanced technologies and growth of various business verticals. Many multinational companies are based in the UAE, Qatar, Kuwait, and Saudi Arabia. The strong financial system and attractive lending options for start-ups have been fueling the growth of businesses in the UAE specifically. Government initiatives and the region's aim to reduce its reliance on the oil industry ensure increased investment in other sectors. This would bring more favorable opportunities for telecommunication, software companies, and other private sectors in the future. Few IT service providers concerning value-added services are now adopting advanced technologies such as artificial intelligence (AI) and cloud-based solutions, along with providing voice services to clients. Middle Eastern countries are witnessing huge opportunities for the BPO industry.
Exhibit: Middle East & Africa Customer Care BPO market Revenue and Forecast to 2028 (US$ Million)
Middle East & Africa Customer Care BPO market Segmentation
The Middle East & Africa customer care BPO market is segmented on the basis of solution, end user, and country. On the basis of solution, the Middle East & Africa customer care BPO market is segmented into nearshore outsourcing, onshore outsourcing, and offshore outsourcing. The nearshore outsourcing segment registered the largest market share in 2023.
Based on end user, the Middle East & Africa customer care BPO market is further segmented into oil & gas, IT & telecom, power & utility, and others. The IT & telecom segment registered the largest market share in 2023.
Based on country, the Middle East & Africa customer care BPO market is segmented into South Africa, Saudi Arabia, UAE, and the Rest of Middle East & Africa. Rest of Middle East & Africa dominated the market share in 2023.
Alorica Inc, Comdata SpA, Concentrix Corp, Foundever Operating Corp, Teleperformance SE, Telus International Cda Inc, TTEC Holdings Inc, and Webhelp Inc are the leading companies operating in the Middle East & Africa customer care BPO market.
TABLE OF CONTENTS
1. Introduction
1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
1.3.1 Middle East & Africa Customer Care BPO Market - By Solution
1.3.2 Middle East & Africa Customer Care BPO Market - By End User
1.3.3 Middle East & Africa Customer Care BPO Market- By Country
2. Key Takeaways
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. Middle East & Africa Customer Care BPO Market Landscape
4.1 Market Overview
4.2 Middle East & Africa PEST Analysis
4.3 Ecosystem Analysis
4.4 Expert Opinion
5. Middle East & Africa Customer Care BPO Market - Key Market Dynamics
5.1 Market Drivers
5.1.1 Rising Focus of Organizations on Ensuring Greater Customer Satisfaction
5.1.2 Huge Cost Benefits Conferred by Outsourcing Customer Care Services
5.2 Restraint
5.2.1 Concerns Regarding Data Security and Privacy
5.3 Opportunity
5.3.1 Progressive IT and Telecommunications Sector
5.4 Future Trend
5.4.1 Emergence of Technologies such as Artificial Intelligence and Cloud Computing
5.5 Impact Analysis of Drivers and Restraints
6. Customer Care BPO Market - Middle East & Africa Analysis
6.1 Middle East & Africa Customer Care BPO Market Overview
6.2 Middle East & Africa Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
7. Middle East & Africa Customer Care BPO Market Analysis - By Solution
7.1 Overview
7.2 Middle East & Africa Customer Care BPO Market, By Solution (2022 and 2028)
7.3 Nearshore Outsourcing
7.3.1 Overview
7.3.2 Nearshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
7.4 Onshore Outsourcing
7.4.1 Overview
7.4.2 Onshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
7.5 Offshore Outsourcing
7.5.1 Overview
7.5.2 Offshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
8. Middle East & Africa Customer Care BPO Market Analysis - By End User
8.1 Overview
8.2 Middle East & Africa Customer Care BPO Market, By End User (2022 and 2028)
8.3 IT and Telecommunication
8.3.1 Overview
8.3.2 IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.4 BFSI
8.4.1 Overview
8.4.2 BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.5 Retail and E-Commerce
8.5.1 Overview
8.5.2 Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.6 Manufacturing
8.6.1 Overview
8.6.2 Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.7 Transport and Logistics
8.7.1 Overview
8.7.2 Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.8 Healthcare and Pharmaceutical
8.8.1 Overview
8.8.2 Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.9 Media and Communication
8.9.1 Overview
8.9.2 Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.10 Automotive
8.10.1 Overview
8.10.2 Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.11 Others
8.11.1 Overview
8.11.2 Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
9. Middle East & Africa Customer Care BPO Market - Country Analysis
9.1 Overview
9.1.1 Middle East & Africa Customer Care BPO Market Breakdown, by Country
9.1.1.1 Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.1.1 Saudi Arabia Customer Care BPO Market Breakdown, By Solution
9.1.1.1.2 Saudi Arabia Customer Care BPO Market Breakdown, By End User
9.1.1.2 UAE Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.2.1 UAE Customer Care BPO Market Breakdown, By Solution
9.1.1.2.2 UAE Customer Care BPO Market Breakdown, By End User
9.1.1.3 South Africa Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.3.1 South Africa Customer Care BPO Market Breakdown, By Solution
9.1.1.3.2 South Africa Customer Care BPO Market Breakdown, By End User
9.1.1.4 Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.4.1 Rest of Middle East & Africa Customer Care BPO Market Breakdown, By Solution
9.1.1.4.2 Rest of Middle East & Africa Customer Care BPO Market Breakdown, By End User
10. Industry Landscape
10.1 Overview
10.2 Market Initiative
10.3 Merger and Acquisition
11. Company Profiles
11.1 Comdata SpA
11.1.1 Key Facts
11.1.2 Business Description
11.1.3 Products and Services
11.1.4 Financial Overview
11.1.5 SWOT Analysis
11.1.6 Key Developments
11.2 Concentrix Corp
11.2.1 Key Facts
11.2.2 Business Description
11.2.3 Products and Services
11.2.4 Financial Overview
11.2.5 SWOT Analysis
11.2.6 Key Developments
11.3 Telus International Cda Inc
11.3.1 Key Facts
11.3.2 Business Description
11.3.3 Products and Services
11.3.4 Financial Overview
11.3.5 SWOT Analysis
11.3.6 Key Developments
11.4 Foundever Operating Corp
11.4.1 Key Facts
11.4.2 Business Description
11.4.3 Products and Services
11.4.4 Financial Overview
11.4.5 SWOT Analysis
11.4.6 Key Developments
11.5 TTEC Holdings Inc
11.5.1 Key Facts
11.5.2 Business Description
11.5.3 Products and Services
11.5.4 Financial Overview
11.5.5 SWOT Analysis
11.5.6 Key Developments
11.6 Teleperformance SE
11.6.1 Key Facts
11.6.2 Business Description
11.6.3 Products and Services
11.6.4 Financial Overview
11.6.5 SWOT Analysis
11.6.6 Key Developments
11.7 Webhelp Inc
11.7.1 Key Facts
11.7.2 Business Description
11.7.3 Products and Services
11.7.4 Financial Overview
11.7.5 SWOT Analysis
11.7.6 Key Developments
11.8 Alorica Inc
11.8.1 Key Facts
11.8.2 Business Description
11.8.3 Products and Services
11.8.4 Financial Overview
11.8.5 SWOT Analysis
11.8.6 Key Developments
12. Appendix
12.1 About The Insight Partners
12.2 Word Index
LIST OF TABLES
Table 1. Middle East & Africa Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
Table 2. Middle East & Africa Customer Care BPO Market, Revenue and Forecast To 2028 - By Country (US$ Million)
Table 3. Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 4. Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 5. UAE Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 6. UAE Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 7. South Africa Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 8. South Africa Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 9. Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 10. Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 11. List of Abbreviation
LIST OF FIGURES
Figure 1. Middle East & Africa Customer Care BPO Market Segmentation
Figure 2. Middle East & Africa Customer Care BPO Market Segmentation - By Country
Figure 3. Middle East & Africa Customer Care BPO Market Overview
Figure 4. Middle East & Africa Customer Care BPO Market, by Solution
Figure 5. Middle East & Africa Customer Care BPO Market, by Country
Figure 6. MEA: PEST Analysis
Figure 7. Expert Opinion
Figure 8. Middle East & Africa Customer Care BPO Market Impact Analysis of Drivers and Restraints
Figure 9. Middle East & Africa Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
Figure 10. Middle East & Africa Customer Care BPO Market Revenue Share, By Solution (2022 and 2028)
Figure 11. Middle East & Africa Nearshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
Figure 12. Middle East & Africa Onshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
Figure 13. Middle East & Africa Offshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
Figure 14. Middle East & Africa Customer Care BPO Market Revenue Share, By End User (2022 and 2028)
Figure 15. Middle East & Africa IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 16. Middle East & Africa BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 17. Middle East & Africa Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 18. Middle East & Africa Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 19. Middle East & Africa Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 20. Middle East & Africa Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 21. Middle East & Africa Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 22. Middle East & Africa Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 23. Middle East & Africa Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 24. Middle East & Africa: Customer Care BPO Market, by Key Country - Revenue (2022) (US$ Million)
Figure 25. Middle East & Africa Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
Figure 26. Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 27. UAE Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 28. South Africa Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 29. Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
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