The call centre market - Italy (2023)

1.2 The global market

In **** , the global call center market was estimated at $***.* billion and is expected to reach a size of about $*** billion by ****, with an average annual growth rate(***) of *.* percent.

Global call center market World, ****-****, US$ billion Research and Markets

Regional Analysis

The U.S. call center market is estimated at ...

1.3 The domestic market

In Italy, industry data describe this market as vibrant and promising, even with a view to growth in the short, medium and long term. In fact, the sector seems to enjoy excellent health, which is why revenues are expected to continue growing at a steady pace until ****. If in **** the market ...

1.4 The impact of the Covid pandemic 19

Before the health crisis, call centers had predictive capacity because of a seasonality effect. Also, before the health crisis, households accepted the waiting time because it was possible to call back later, or they chose to wait a few minutes to get an answer.

However, the health crisis accentuated the weaknesses ...

2.1 Demand characteristics

Call centers, or contact centers, are a relationship marketing tool, bringing together all actions to enrich the customer relationship. The goal is to build customer loyalty , which reduces the cost of acquiring new customers and encourages them to continue buying products or services. Thus, using a contact center can manage different ...

2.2 Factors influencing demand

Thecustomer service industry is evolving in terms of service activities and infrastructure to reduce rising costs while increasing the level of customer satisfaction. Specifically, consumers reported that they have preferred channels for getting in touch with customer service. In fact, it is found that **.* percent of consumers perfer to get in ...

2.3 The new trends

The call center market is at a time of continuous evolution in response to the changing dynamics of the global marketplace and rising customer expectations. Emerging trends in **** highlight an industry in adaptation, trying to balance customer needs with newly available technologies. Based on these premises, the following is an overview ...

3.1 A fragmented and competitive market

Analyzing the evolution of the call center number in the national context, we see a gradual and steady growth from **** to ****, with a growth rate of *.* percent.

Evolution of the number of call centers Italy, ****-****, in units Source: ****

From the perspective of the distribution of the legal form of companies ...

3.2 Value Chain

The chart below represents the value chain and the key players in it:

Source: ****

The call center is responsible for establishing a link between the company and its customers, but also between the different structures of the company; call centers can be considered the hub through which all customer information ...

3.3 Spatial distribution of call centers in Italy

Distribution of call centers, by region

Italy, ****, in number of companies

Southern Italy is the region with the largest number of call centers, followed by the Northwest and the Center. The Northeast and the Islands have almost the same number of call centers. The lower salaries of southern Italian employees may ...

3.4 Main actors

The call center market represents a vital sector for companies seeking to maintain and improve relationships with their customers. Technological evolution, along with changing customer needs, continues to shape the market, making it a dynamic and constantly evolving sector. An analysis of some of the major players in the Italian scenario ...

3.5 Advantages and disadvantages of call center outsourcing

Advantages and disadvantages of call center outsourcing

Source: ****

However, there are also hybrid forms between in-house and outsourcing, such as when a company sets up a subsidiary to manage the relationship with customers, or when a group invests in a company that manages contact centers for several customers, of which the ...

4.1 Organization of contact centers and types of services offered

Internal workings of a call center:

The guidescomparative offers a set of specifications for setting up and running a contact center.

We can distinguish two different, or complementary, logics in setting up a contact center:

a quantitative logic: improving the productivity of contact processing a qualitative logic: to improve the quality ...

4.2 Cost structure and price analysis

Prices vary depending on location and the number of consultants and calls handled. Most industry leaders do not show their prices. However, here are some examples of the factors that are factored into the prices of all contact centers, according to Callcenter-guide:

Premises: price varies depending on location, rent, utilities and ...

4.3 The future of the contact center in the digital age

Phone calls can thus be matched with the potential of new technologies that make an organizational transformation of the industry immediately feasible and could increase the agility of call centers. The diagram below shows a better idea of the impact of new technologies in the call center field.

Source: ****

This diagram ...

5.1 Rules and regulations

Operators working in the call center sector can legally use publicly available telephone numbers only if they are registered in the register of communications operators managed by AGCOM. Registration is done through an online portal accessible through the national service card, which requires the completion of forms regarding the company's structure, ...

6.1 Segmentation

• Comdata Italia
• AlmavivA Contact
• SKY ITALIA NETWORK SERVICE
• Network contacts
• Covisian
• Contact Centre Sud