Analysis of the call center market in India
The relevance of research
Today, the outsourcing call center market in India offers service packages that are not easy for small and medium-sized businesses to organize on their own. Indeed, in addition to providing a hotline and servicing client requests, external call centers can conduct advertising campaigns using various communication channels, marketing support for goods and services, interactive voting, mass telephone campaigns and mailing messages.
Purpose of the study
Analysis of the state of the call center market, assessment of the market size, analysis of competitors, as well as identification of factors affecting the call center market
Content
Part 1. Overview of the Indian call center market
1.1. Definition and Characteristics of the Indian Call Center Market
1.2. Dynamics of the volume of the Indian call center market, 2015-2019
1.3. Market structure by type of service provided in India
1.4. Structure of the call center market by Union Territories
1.5. Assessment of current trends and development prospects of the studied market
1.6. Assessment of factors affecting the market
1.7. Analysis of sectoral indicators of financial and economic activity
Part 2. Competitive Analysis in the Call Center Market in India
2.1. Major players in the market
2.2. Market shares of the largest competitors
2.3. Profiles of major players
Part 3. Call Center Consumption Analysis
3.1. Estimated call center consumption per capita
3.2. Market Saturation and Estimated Market Potential in India
3.3. Description of consumer preferences
3.4. Price analysis
Part 4. Assessment of factors of investment attractiveness of the market
Part 5. Forecast of the development of the call center market until 2024
Part 6. Conclusions on the prospects of creating enterprises in the study area and recommendations for current market operators
Research excerpt
Part 1. Overview of the Indian call center market
1.1. Definition and Characteristics of the Indian Call Center Market
Call-center (from the English word call - call), call center, KC is a division of the company or a separate organization that provides services for processing incoming and outgoing customer calls. …
The first call center in Europe appeared at the company …
Also in the USSR...
...
Most companies have begun to actively create ...
Today, the outsourced call center market in India offers service packages that…
The main technological trend in the call center sector is the transition of some users from …
A modern contact center, in addition to telephony, supports …
...
Contact centers can be conditionally divided into two main groups: external - outsourcing companies, internal - corporate: ...
...
1.2. Dynamics of the volume of the Indian call center market, 2015-2019
Consider the dynamics of the volume of the call center market in India
In the period 2015-2019, the dynamics of the Indian call center market has … character - an indicator annually ... The average growth rate for the period was …%. From 2015 to 2019, the market volume increased by … billion Rs. in absolute terms and by …% in relative terms, i.e. …
1.3. Market structure by type of service provided in India
According to the GidMarket assessment based on the analysis of information ...
1.4. Structure of the call center market by Union Territories
Diagram 3. The structure of the provision of call centers in India by Union Territories in 2019, %
More than … revenue of the call center market is concentrated in … Union Territories, where ... …% of the market falls on … Union Territories, among the large companies one can note …
1.5. Assessment of current trends and development prospects of the studied market
In the Indian call center market, the following trends can be identified: …
1.6. Assessment of factors affecting the market
Macroeconomic factors affect the dynamics of all sectors of the Indian economy, including the market for call center services. The main groups of factors are: economic, political, social and technological.
Economic
GDP (gross domestic product) is used to determine the rate of economic development of any state. GDP is a macroeconomic indicator that reflects the total value of goods, works and services that were produced and provided in the country in a year. Gross domestic product is the main indicator on the basis of which the level and pace of the country's economic development are determined.
Chart 4 shows India's GDP growth rate from 2017 to 2019 at comparable prices (at 2016 prices).
Diagram 4. Dynamics of India's GDP, 2007-2019, % to the previous year
...
Demographic (social)
...
technological
...
Political
...
We combine all these factors in the form of a STEP analysis.
Table 5. STEP analysis of factors affecting the call center market
According to the results of the performed STEP-analysis, macro-environment factors have a greater influence on the market of call center services. Economic factors have…
Holding back market development in 2020: …
The positive impact on the market is...
1.7. Analysis of sectoral indicators of financial and economic activity
Important data for analyzing the state of the industry is the dynamics of such indicators as profitability, liquidity, and business activity.
The table shows the dynamics of the gross profit margin (the ratio of gross profit to income).
During the period under review from 2015 to 2019, the dynamics of the gross margin indicator in the call center services industry had … character – ... Gross margin fluctuated from …% to …%. Compared to all sectors of the Indian economy, the deviations in the profitability of call center services were ... with the exception of 2019, when ...
Consider the dynamics of profitability before tax. In 2016, the crisis year, market companies have significantly increased …
In 2017-2019, the indicator …
Consider the liquidity ratios in the call center services industry. Indicator.l current liquidity is a measure of the solvency of the organization, the ability to repay the current (up to a year) obligations of the organization.
The estimated indicator of current liquidity of a normally operating solvent legal entity must be at least ...
If the current ratio is greater than 2, this indicates that the company has ...
At the same time, in world practice, the coefficient in the range of …
For the industry under consideration, during the period from 2015 to 2019, the dynamics of the total coverage indicator was not ... The nature of the change in this value ... In 2016 and 2019, …
A more stringent liquidity criterion is the absolute liquidity ratio. …
Table 7 shows the dynamics of this coefficient.
During the period under review, the indicator for all sectors of the Indian economy did not fall below ..., which indicates ... In the call center services industry, this indicator was ... or ... in 2015-2018 and corresponded to ...
Business activity is the ability of an enterprise ...
Consider the dynamics of the average turnover of receivables in the call center services industry in India.
The dynamics of the average turnover period of receivables in the period from 2015 to 2019 had … character, the maximum was observed in 2016 – … days. days Compared to 2015, the indicator increased in 2016 …, then in 2017-2019 it was …
The stability of the financial position of the enterprise is impossible without effective management of working capital, based on the identification of significant factors and measures to provide the enterprise with its own working capital.
The equity ratio characterizes ...
Diagram 14. Financial stability (security of own working capital) in the field of call centers, in comparison with all sectors of the Indian economy, 2015-2019, %
The total working capital ratio for all sectors of the economy in India in 2016-2019 shows a trend towards ... The indicator for the considered industry of call center services was lower than ...% only in 2016, and in 2017-2019 it showed ...
Thus, compliance with the standards, positive dynamics and excess of the indicator in all sectors of the Indian economy is demonstrated by …
Part 2. Competitive Analysis in the Call Center Market in India
2.1. Major players in the market
Traditionally, the leading players in the call center market in India are: …
2.2. Market shares of the largest competitors
The shares of market participants are determined on the basis of ... To determine the market position of the company ""..."", an assessment was also made of the share of volumes of third-party orders, excluding ...
The leaders in the call center market in India are the following companies: ... with a share of ...%, ... with a share of ...%, ... with a share of ...%, ""...
The level of concentration of the call center business fluctuates slightly around... This market can be characterized as...
Currently, the five largest players occupy … market volume by revenue (…%). Other companies occupy …% of the market.
Diagram 15. Shares of the largest competitors in the call center market in 2019, %
2.3. Profiles of major players
The dynamics of the total revenue of the Top 5 market participants has … character from 2015 to 2019 – the indicator is annually ... The average annual growth rate is …%. The revenue growth rates of these market operators are lower than the growth rates of …
Part 3. Call Center Consumption Analysis
3.1. Estimated call center consumption per capita
Consumption per capita is calculated by GidMarket based on the ratio of …
Chart 17. Consumption of call centers per capita, 2015-2019, Rs./person
Call center consumption in India … during 2015-2019. The average annual growth rate amounted to …%, and over the period the volume of consumption per capita in current prices increased by … times, amounting to … Rs./person. in 2019.
3.2. Market Saturation and Estimated Market Potential in India
...
3.3. Description of consumer preferences
When choosing an outsourcing call center, potential customers pay attention to several essential parameters: …
When choosing a contact center, the customer can pay attention to such simple criteria as location …
3.4. Price analysis
Prices for call center services in the period from 2015 to March 2020 were constantly …: the consumer price index exceeded …%. A similar trend is typical for...
If we talk about the cost of the operator's work on incoming and outgoing calls, then the vast majority of companies in the market …
The largest companies in the market, primarily providing their customers with ... services ranging from ...
...
Comparative price analysis allows you to make ... According to ... the average price for incoming calls is ... Rs./min, and for outgoing calls - ... Rs./min. The prices closest to the average are in …Union Territories: …
Part 4. Assessment of factors of investment attractiveness of the market
… factors of the investment climate of the call center market dominate over… A comprehensive assessment of the factors of investment attractiveness is … points – … the investment climate. This means that within the industry in question
...
The most significant positive factors. …
The most significant negative factors. …
Part 5. Forecast of the development of the call center market until 2024
In the first half of 2020, the call center market, like many other industries, felt the impact of the pandemic and the onset of the economic crisis.
Let us analyze data on the impact of recent crises on the industry (the global crisis of 2008 and the currency crisis in India in 2014).
The Indian call center market in the period from 2001 to 2010 confidently …
...
The main difference between the current state of the call center market from the state in 2014-2015, and even more so from the state in 2008-2009, is a gradual transition from …
Also in favor of the CC, you can specify the following: ...
...
Part 6. Conclusions on the prospects of creating enterprises in the study area and recommendations for current market operators
...
Diagrams
Diagram 1. Dynamics of the volume of the call center market, 2015-2019, billion Rs.
Diagram 2. Structure of the call center market by type in 2019, %
Diagram 3. The structure of the provision of call centers in India by Union Territories in 2019, %
Diagram 4. Dynamics of India's GDP, 2007-2019, % to the previous year
Chart 5. Expert forecasts for a decline in real GDP in India in 2020 (baseline/neutral scenario), %
Chart 6. Monthly dynamics of the US dollar against the rupee, 2015-2020 (Jan-Apr.), Rs. for 1 US dollar
Diagram 7. Dynamics of real incomes of the population of India, 2011 - 2019, % to the previous year
Diagram 8. Population dynamics in India as of January 1, 2010-2020, million people, %
Diagram 9. Population forecast in India for the period 2021-2024, million people
Chart 10. Dynamics of the average interest rate on loans, 2014-2020 (Jan-Feb.), %
Diagram 11. Return on profit before tax (profit of the reporting period) in the field of call centers in comparison with all sectors of the Indian economy, 2015-2019, %
Diagram 12. Current liquidity (total coverage) in the field of call centers for 2015-2019, times
Diagram 13. Business activity (average receivables turnover period) in the field of call centers, for 2015-2019, days days
Diagram 14. Financial stability (security of own working capital) in the field of call centers, in comparison with all sectors of the Indian economy, 2015-2019, %
Diagram 15. Shares of the largest competitors in the call center market in 2019, %
Diagram 16. Dynamics of the total revenue of the largest call center market operators (TOP-5) in India, 2015-2019 (forecast), billion Rs.
Chart 17. Consumption of call centers per capita, 2015-2019, Rs./person
Diagram 18. Dynamics and volume of the call center market in 2007-2019, billion Rs., %
Diagram 19. Forecast of the volume of the call center market in 2020-2024 according to 2 scenarios, billion Rs.
Tables
Table 1. Expert forecasts for a decline in real GDP in India in 2020 (baseline/neutral scenario), %
Table 2. Average producer prices for electricity in India at the end of the period in 2017-2019, rupees per unit of measurement, CPI for electricity supply services, %
Table 3. Urban and rural population in India in 2014-2019, million people, %
Table 4. Weighted average interest rates of credit institutions on lending operations in rupees, excluding PJSC Sberbank (% per annum), 2015-2020 (Jan-Feb)
Table 5. STEP analysis of factors affecting the call center market
Table 6. Gross margin of the call center industry in comparison with all sectors of the Indian economy, 2015-2019, %
Table 7. Absolute liquidity in the field of call centers in comparison with all sectors of the Indian economy, 2015-2019, times
Table 8. Main companies participating in the call center market in 2019
Table 9. Basic information about participant No. 1 of the call center market
Table 10. Basic information about participant No. 2 of the call center market
Table 11. Basic information about participant No. 3 of the call center market
Table 12. Basic information about participant No. 4 of the call center market
Table 13. Basic information about participant No. 5 of the call center market
Table 14. Consumer price indices in the call center market in India in 2015-2020 (Jan.-Mar.), %
Table 15. Average prices in the call center market across the Union Territories in 2019, units rev.
Table 16. Assessment of factors of investment attractiveness of the call center market
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