Call Center Service Procurement Intelligence

The pricing and cost analysis helps in deriving and forecasting the actual cost of products or services over the forecast period. It considers all the cost components and provides a competitive edge during supplier negotiations. Moreover, the outcome helps procurement le​aders understand detailed and fact-based cost drivers for the category.

In this call center service procurement intelligence report, we have estimated the pricing of the key cost components. Upkeep and maintenance cost, staffing cost, and fixed overheads form the largest cost component of call center service implementation. Upkeep and maintenance cost account for 70-75% of the total cost. The cost also depends on the type of services offered by the companies. For example, customer service is less expensive than the technical services. The cost of facilities can vary depending on the size and location of the call center, but it can be a significant expense which includes maintenance, rent, utilities etc. 

Order your copy of the Call Center Service category procurement intelligence report 2023-2030, published by Grand View Research, to get more details regarding day one, quick wins, portfolio analysis, key negotiation strategies of key suppliers, and low-cost/best-cost sourcing analysis

Operational Capabilities - Call Center Service

Industries Served - 25%

Employee Strength - 25%

Revenue Generated - 15%

Key Clients - 15%

Geographical Presence - 10%

Years in Service - 10%

Functional Capabilities - Call Center Service

By type:

Type of development - 40%

• On-Premise

• Cloud-Based

Type - 40%

• Voice-Based

• Text-Based

• Social Media-Based

Use of Technology - 20%

• Chatbots, Automated Call Director

• Caller Analytics Tool

• Process automation Tool

Rate Benchmarking

In comparison to the Philippines, India has more expensive labor. Indian call center employees are still paid less than their counterparts in many other nations, though. Also more expensive than in the Philippines are the facilities in India. Because rent and utilities are more expensive in India, this is the case. Also more expensive than in the Philippines are technological costs in India. India's IT infrastructure is more advanced than that of the Philippines, which is the cause of this. The labor costs in the United States are significantly higher than in China. This is due to the higher cost of living in the United States and the higher wages that are paid to call center agents in the United States. 

The facilities costs in the United States are also higher than in China. This is due to the higher cost of rent and utilities in the United States. The technology costs in the United States are also higher than in China. This is due to the fact that the United States has a more developed IT infrastructure and that there are a number of local vendors that can provide call center solutions at a higher cost.

Supplier Newsletter

In June 2022, 8x8, Inc., an integrated cloud communications platform, announced the 8x8 Elevate Microsoft Partner (MP) Program and the exclusive 8x8 XT edition, allowing businesses to use Microsoft Teams in order to lower communication costs while enhancing employee efficiency through a highly resilient global telephony solution. 8x8 Voice for Teams by Microsoft is a key component of 8x8 XCaaS (Experience Communications as a Service), a single-vendor solution that provides fully integrated cloud-native contact center with voice, team chat, video meetings, and Cloud Platform as an accessible APIs capability.

In May 2022, Sprinklr, a unified customer experience administration (Unified-CXM) platform, has announced a partnership with Twilio, the customer engagement solution that delivers real-time, tailored interactions. Clients of Sprinklr could create the next generation call centers by integrating Twilio voice and SMS technology with Sprinklr Modern Care - a full, cloud-based platform for true omnichannel customer care.

In March 2022, Concentrix, a provider of customer experience (CX) solutions, acquired Webhelp, a global provider of customer service and contact center solutions, for $5.5 billion. This acquisition will allow Concentrix to expand its global footprint and offer a wider range of CX solutions to its customers.

In January 2022, With the acquisition of Diversify, an Australian value-added BPM service provider, HGS has expanded its geographical presence to the Australia and New Zealand region. This acquisition adds 1,100+ domain experts to its existing pool of experts while augmenting four delivery centers in the Philippines, bolstering HGS’ portfolio of back-office and non-voice business.

List of Key Suppliers

• [24]7.ai, Inc.
• Alorica Inc.
• Atento Spain Holdco, S.L.U.
• Concentrix Corporation
• Entel S.A.
• Foundever
• Genpact
• IBEX Global Solutions, Inc.
• Intrado Life & Safety, Inc.
• TD SYNNEX Corporation

Browse through Grand View Research’s collection of procurement intelligence studies: 

• Disposable Medical Gloves Procurement Intelligence Report, 2023 - 2030 (Revenue Forecast, Supplier Ranking & Matrix, Emerging Technologies, Pricing Models, Cost Structure, Engagement & Operating Model, Competitive Landscape)
• Loyalty Programs Procurement Intelligence Report, 2023 - 2030 (Revenue Forecast, Supplier Ranking & Matrix, Emerging Technologies, Pricing Models, Cost Structure, Engagement & Operating Model, Competitive Landscape)
• Helium Procurement Intelligence Report, 2023 - 2030 (Revenue Forecast, Supplier Ranking & Matrix, Emerging Technologies, Pricing Models, Cost Structure, Engagement & Operating Model, Competitive Landscape)  

Call Center Service Procurement Intelligence Report Scope 

Brief about Pipeline by Grand View Research:

A smart and effective supply chain is essential for growth in any organization. Pipeline division at Grand View Research provides detailed insights on every aspect of supply chain, which helps in efficient procurement decisions. 

Our services include (not limited to): 

• Market Intelligence involving – market size and forecast, growth factors, and driving trends
• Price and Cost Intelligence – pricing models adopted for the category, total cost of ownerships
• Supplier Intelligence – rich insight on supplier landscape, and identifies suppliers who are dominating, emerging, lounging, and specializing
• Sourcing / Procurement Intelligence – best practices followed in the industry, identifying standard KPIs and SLAs, peer analysis, negotiation strategies to be utilized with the suppliers, and best suited countries for sourcing to minimize supply chain disruptions