Market size and recent performance (2014-2029)
Industry revenue has grown at a CAGR of 1.2% over the past five years, to reach an estimated €10,7Mrd. in 2024.
Trends and Insights
- Immer häufiger kommen Chatbots zum Einsatz, die mit dem Kunden kommunizieren und versuchen, seine Anfragen zu beantworten. Sie können einfache Probleme lösen, stoßen aber bei Tippfehlern, unklaren Fragen und komplexeren Problemen schnell an ihre Grenzen.
- Additional trends and insights available with purchase
Biggest companies in the Callcenter
| Company
2024 | Market Share (%)
2024 | Revenue ($m)
2024 | Profit ($m)
2024 | Profit Margin (%)
2024 |
|---|---|---|---|---|
Majorel Deutschland GmbH | ||||
Bosch Service Solutions GmbH | ||||
Sitel B.V. & Co. KG |
To view the market share and analysis for all 5 top companies in this industry, view purchase options.
Products & Services Segmentation
Industry revenue is measured across several distinct product and services lines, including Kundenbetreuung, Technischer Support and Kundenakquise. Kundenbetreuung is the largest segment of the Callcenter.
Trends and Insights
<LI>Der Kundendienst ist ein Service, den Unternehmen anbieten, um Kunden bei Fragen, Anliegen oder Problemen mit Produkten oder Dienstleistungen zu unterstützen.
- Dies geschieht in der Regel über eine Telefon-Hotline, die den Kunden zur Verfügung gestellt wird.</LI><LI>Die Qualität des Kundenservices ist entscheidend für die Kundenzufriedenheit und -bindung sowie für die Reputation eines Unternehmens, denn durch die weite Verbreitung von Social Media wird es für Verbraucher immer einfacher, ihre positiven oder negativen Erfahrungen mit dem Kundenservice eines Unternehmens mit anderen Menschen zu teilen.</LI><LI>Der klassische Kundenservice wird zunehmend durch Chatbots unterstützt. Dabei handelt es sich um virtuelle Online-Helfer, die einfache Kundenanfragen über eine Chatfunktion beantworten.</LI>
- More insights available in the full report
Table of Contents
About this industry
Industry definition
Im Zeitraum 2019 bis 2024 war ein geringfügiger Anstieg des Branchenumsatzes um durchschnittlich 1,2 % pro Jahr zu verzeichnen. Der umsatzstärkste Bereich der Branche ist die Kundenbetreuung, wobei Unternehmen wie Mobilfunkanbieter und Banken sowie das Gesundheitswesen in den letzten Jahren leichte Umsatzrückgänge verbuchten. Bemerkenswert war die Entwicklung im Jahr 2020, da trotz der gravierenden negativen Auswirkungen der Coronavirus-Pandemie auf die Gesamtwirtschaft der Bedarf an Kundenbetreuung, -befragung und -akquise nur geringfügig zurückging. Die intensive Kommunikation mit den Endkunden war aufgrund der hohen wirtschaftlichen Unsicherheit in vielen Fällen weiterhin notwendig. Insbesondere der Gesundheitssektor steigerte seine Nachfrage nach Callcenter-Dienstleistungen. Im laufenden Jahr dürfte sich das Umsatzwachstum aufgrund der positiveren Zukunftserwartungen der Verbraucher wieder verbessern, sodass der Branchenumsatz 2024 um 2,8 % auf 10,7 Milliarden Euro steigen dürfte.
What's included in this industry?
KundenbetreuungTechnischer SupportKundenakquiseKundenbetreuungTechnischer SupportKundenakquiseSonstige DienstleistungenCompanies
Majorel Deutschland GmbHBosch Service Solutions GmbHSitel B.V. & Co. KGPurchase this report to view all 5 major companies in this industry.
Related Terms
CHATBOTINBOUNDOUTBOUNDCUSTOMER RELATIONSHIP MANAGEMENT (CRM)Industry Code
WZ N82.20DE - Callcenter
Performance
Get an indication of the industry's health through historical, current and forward-looking trends in the performance indicators that make or break businesses.
Analyst insights
Nachfrage durch Drahtlose Telekommunikation. Die wichtigste Kundengruppe der Callcenter sind die Mobilfunkbetreiber. Diese nehmen die Dienstleistungen der Branchenakteure für ...
In this chapter (4)
- Current Performance
- Outlook
- Volatility
- Life Cycle
Key metrics
- Annual Revenue, Recent Growth, Forecast, Revenue Volatility
- Number of Employees, Recent Growth, Forecast, Employees per Business, Revenue per Employee
- Number of Businesses, Recent Growth, Forecast, Employees per Business, Revenue per Business
- Total Profit, Profit Margin, Profit per Business
Charts
- Revenue, including historical (2014-2023) and forecast (2024-2029)
- Employees, including historical (2014-2023) and forecast (2024-2029)
- Businesses, including historical (2014-2023) and forecast (2024-2029)
- Profit, including historical (2014-2024)
- Industry Volatility vs. Revenue Growth
- Industry Life Cycle
Detailed analysis
- Trends in supply, demand and current events that are driving current industry performance
- Expected trends, economic factors and ongoing events that drive the industry's outlook
- Key success factors for businesses to overcome volatility
- How contribution to GDP, industry saturation, innovation, consolidation, and technology and systems influence the industry's life cycle phase.
Products and Markets
Learn about an industry's products and services, markets and trends in international trade.
Analyst insight
<B>Die Qualität der Kundenbetreuung ist entscheidend für die Kundenzufriedenheit</B>. <LI>Der Kundendienst ist ein Service, den Unternehmen anbieten, um Kunden bei Fragen, Anl...
In this chapter
- Products & Services
- Major Markets
- International Trade
Key metrics
- Largest market segment and value in 2024
- Product innovation level
- Total imports, level and trend
- Total exports, level and trend
- Trade Balance
Charts
- Products & services segmentation in 2024
- Major market segmentation in 2024
- International trade, including imports by country and exports by country
Detailed analysis
- Trends impacting the recent performance of the industry's various segments
- Innovations in the industry's product or service offering, specialization or delivery method
- Key factors that successful businesses consider in their offerings
- Buying segments and key trends influencing demand for industry products and services
- Recent trends in import and export volumes, country of origin or destination, and expected future trends
Geographic Breakdown
Discover where business activity is most concentrated in an industry and the factors driving these trends to find opportunities and conduct regional benchmarking.
Analyst insights
<B>Wirtschaftsleistung und Bevölkerungsdichte machen die Region Mitte besonders lukrativ</B>. <LI>Die Region Mitteldeutschland weist im interregionalen Vergleich die höchste A...
In this chapter (1)
- Business Locations
Charts
- Share of revenue, establishment, wages and employment in each region
- Share of population compared to establishments in each region in 2024
Tables
- Number and share of establishments in each region in 2024
- Number and share of revenue each region accounts for in 2024
- Number and share of wages each region accounts for in 2024
- Number and share of employees in each region in 2024
Detailed analysis
- Geographic spread of the industry across Europe, and trends associated with changes in the business landscape
- Key success factors for businesses to use location to their advantage
Competitive Forces
Get data and insights on what's driving competition in an industry and the challenges industry operators and new entrants may face, with analysis built around Porter's Five Forces framework.
Analyst insights
Anpassung des Produkt- und Dienstleistungsangebots an Marktbedingungen. Durch maßgeschneiderte Angebote wie individuelle Befragungen und vertiefende Analysen können Callcenter...
In this chapter (4)
- Concentration
- Barriers to Entry
- Substitutes
- Buyer & Supplier Analysis
Key metrics
- Industry concentration level
- Industry competition level and trend
- Barriers to entry level and trend
- Substitutes level and trend
- Buyer power level and trend
- Supplier power level and trend
Charts
- Market share concentration among the top 4 suppliers from 2019-2024
- Supply chain including upstream supplying industries and downstream buying industries, flow chart
Detailed analysis
- Factors impacting the industry’s level of concentration, such as business distribution, new entrants, or merger and acquisition activity.
- Key success factors for businesses to manage the competitive environment of the industry.
- Challenges that potential industry entrants face such as legal, start-up costs, differentiation, labor/capital intensity and capital expenses.
- Key success factors for potential entrants to overcome barriers to entry.
- Competitive threats from potential substitutes for the industry’s own products and services.
- Key success factors for how successful businesses can compete with substitutes.
- Advantages that buyers have to keep favorable purchasing conditions.
- Advantages that suppliers have to maintain favorable selling conditions.
- Key success factors for how businesses can navigate buyer and supplier power.
Companies
Learn about the performance of the top companies in the industry.
Analyst insights
Im Zuge des 49-Euro-Tickets kommt ein Voicebot für die vermehrten Kundenanfragen zum Einsatz Ab dem 1. Mai 2023 gilt das neue Deutschlandticket für 49 Euro im gesamten Nah- u...
In this chapter
- Market Share Concentration
- Companies
- Company Spotlights
Charts
- Industry market share by company in 2020 through 2024
- Major companies in the industry, including market share, revenue, profit and profit margin in 2024
- Overview of Majorel Deutschland GmbH's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Bosch Service Solutions GmbH's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Sitel B.V. & Co. KG's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of revenue, market share and profit margin trend for 2 additional companies
Detailed analysis
- Description and key data for Majorel Deutschland GmbH, and factors influencing its performance in the industry
- Description and key data for Bosch Service Solutions GmbH, and factors influencing its performance in the industry
- Description and key data for Sitel B.V. & Co. KG, and factors influencing its performance in the industry
- Description, key data and performance trends for 2 additional companies
External Environment
Understand the demographic, economic and regulatory factors that shape how businesses in an industry perform.
Analyst insights
<B>Telekommunikationsgesetz</B>. <LI>Ziel des Telekommunikationsgesetzes (TKG) ist es, durch Regulierung den Wettbewerb im Bereich der Telekommunikation und leistungsfähige Te...
In this chapter
- External Drivers
- Regulation & Policy
- Assistance
Key metrics
- Regulation & policy level and trend
- Assistance level and trend
Charts
Detailed analysis
- Demographic and macroeconomic factors influencing the industry
- Major types of regulations, regulatory bodies, industry standards or specific regulations impacting requirements for industry operators
- Key governmental and non-governmental groups or policies that may provide some relief for industry operators.
Key Statistics
Industry Data
Data Tables
Including values and annual change:
- Revenue (2014-2029)
- IVA (2014-2029)
- Establishments (2014-2029)
- Enterprises (2014-2029)
- Employment (2014-2029)
- Exports (2014-2029)
- Imports (2014-2029)
- Wages (2014-2029)
Top Questions Answered
Unlock comprehensive answers and precise data upon purchase. View purchase options.
What is the estimated market size of the Callcenter industry in Germany in 2024?
The market size of the Callcenter industry in Germany is €10,7Mrd. in 2024.
How many businesses are there in the Callcenter industry in 2024?
There are 1.388 businesses in the Callcenter industry in Germany, which has declined at a CAGR of -0.6% between 2019 and 2024.
Has the Callcenter industry in Germany grown or declined over the past 5 years?
The market size of the Callcenter industry in Germany has been at a CAGR of 1.2% between 2019 and 2024.
What is the forecast growth of the Callcenter industry in Germany over the next 5 years?
The Callcenter in Germany market is forecast to over the five years from 2024 to 2029
What are the biggest companies in the Callcenter market in Germany?
The biggest companies operating in the Callcenter market in Germany are Majorel Deutschland GmbH, Bosch Service Solutions GmbH and Sitel B.V. & Co. KG
What does the Callcenter in Germany include?
Kundenbetreuung and Technischer Support are part of the Callcenter industry.
Which companies have the highest market share in the Callcenter in Germany?
The company holding the most market share in Germany is Majorel Deutschland GmbH.
How many people are/were employed in the Callcenter in Germany in 2024?
There are 178k employed in the Callcenter industry in Germany 2024.
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Methodology
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What data sources do IBISWorld analysts use?
Each industry report incorporates data and research from government databases, industry-specific sources, industry contacts, and our own proprietary database of statistics and analysis to provide balanced, independent and accurate insights.
Key data sources in Germany include:
- German Federal Statistics Office (Destatis)
- European Statistics Office (Eurostat)
- United Nations Comtrade
Analysts also use industry specific sources to complement catch-all sources, although their perspective may focus on a particular organization or representative body, rather than a clear overview of all industry operations. However, when balanced against other perspectives, industry-specific sources provide insights into industry trends.
These sources include:
- Industry and trade associations
- Industry federations or regulators
- Major industry players annual or quarterly filings
Finally, IBISWorld’s global data scientists maintain a proprietary database of macroeconomic and demand drivers, which our analysts use to help inform industry data and trends. They also maintain a database of statistics and analysis on thousands of industries, which has been built over our more than 50-year history and offers comprehensive insights into long-term trends.
How does IBISWorld forecast its data?
IBISWorld’s analysts and data scientists use the sources above to create forecasts for our proprietary datasets and industry statistics. Depending on the dataset, they may use regression analysis, multivariate analysis, time-series analysis or exponential smoothing techniques to project future data for the industry or driver. Additionally, analysts will leverage their local knowledge of industry operating and regulatory conditions to impart their best judgment on the forecast model.
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