Call Center Outsourcing Market
PUBLISHED: 2024 ID: SMRC26480
SHARE
SHARE

Call Center Outsourcing Market

Call Center Outsourcing Market Forecasts to 2030 - Global Analysis By Type (Inbound Service, Outbound Service and Other Types), Service Type (Video Support, Email Support, Social Media Support, Chat Support, Voice Support and Other Service Types), Sales Channel, Enterprise Size, End User and By Geography

4.0 (91 reviews)
4.0 (91 reviews)
Published: 2024 ID: SMRC26480

This report covers the impact of COVID-19 on this global market
Loading...

Years Covered

2022-2030

Estimated Year Value (2024)

US $112.77 BN

Projected Year Value (2030)

US $171.14 BN

CAGR (2024 - 2030)

7.2%

Regions Covered

North America, Europe, Asia Pacific, South America, and Middle East & Africa

Countries Covered

US, Canada, Mexico, Germany, UK, Italy, France, Spain, Japan, China, India, Australia, New Zealand, South Korea, Rest of Asia Pacific, South America, Argentina, Brazil, Chile, Middle East & Africa, Saudi Arabia, UAE, Qatar, and South Africa

Largest Market

Asia Pacific

Highest Growing Market

Latin America


According to Stratistics MRC, the Global Call Center Outsourcing Market is accounted for $112.77 billion in 2024 and is expected to reach $171.14 billion by 2030 growing at a CAGR of 7.2% during the forecast period. Contracting a third-party service provider to manage a business's customer service operations is known as call center outsourcing. By using this tactic, companies can take advantage of the knowledge and productivity of specialized call centers while concentrating on their core competencies. Because outsourcing removes the need to invest in infrastructure, technology, and additional staff, it can result in significant cost savings. Moreover, it gives access to a worldwide talent pool, which frequently makes multilingual and round-the-clock customer service possible.

According to the International Association of Outsourcing Professionals (IAOP), call center outsourcing can significantly enhance business efficiency by leveraging specialized skills and technologies that improve customer service and operational performance.

Market Dynamics: 

Driver: 

Obtaining access to skilled labour

Customer service is the focus of call center outsourcing companies, which frequently use agents with a wealth of knowledge and expertise in resolving a variety of client concerns. These agents guarantee excellent service because they are skilled in utilizing the newest communication and customer relationship management (CRM) technologies. Furthermore, in order to keep their staff members abreast of the most recent developments in the industry and best practices, outsourcing providers usually provide continuous training and development programs.

Restraint:

Dependence on outside suppliers

Heavily depending on outsourcing partners can lead to dependency, which makes it challenging for businesses to move between providers or, in the event that is necessary, return operations in-house. Any problems with the outsourcing partner, like unstable finances, labor disputes, or interruptions in business operations, can have an immediate effect on the customer service operations of the company. Additionally, changing up your outsourcing partners or sticking with a hybrid model that includes some in-house skills are two ways to reduce this risk.

Opportunity:

Innovation and integration of technology

Artificial intelligence (AI), machine learning, and automation are among the cutting-edge technologies that call center outsourcing providers are using more and more. These technologies can improve operational efficiency through the automation of repetitive tasks, the provision of predictive analytics to aid in decision-making, and the use of AI-powered chatbots to improve customer interaction. Moreover, innovative solutions that increase productivity, cut expenses, and boost customer happiness can be provided to clients by outsourcing companies that incorporate these technologies.

Threat:

Privacy and data security vulnerabilities

Significant risks to outsourced call centers come from data breaches and privacy violations, particularly for those that handle sensitive customer data. Insider threats, cyberattacks, and hacking can result in the misuse and unauthorized access to customer data, which can cause serious financial penalties as well as harm to the company's reputation. To reduce these risks, outsourcing providers must put strong security measures in place, like encryption, multi-factor authentication, and frequent security audits. However, maintaining data security is a continuous challenge due to the constantly changing nature of cyber threats.

Covid-19 Impact: 

The COVID-19 pandemic had a major effect on the market for call center outsourcing, hastening the transition to remote work and digital transformation. The need for outsourcing increased as companies had to deal with previously unheard-of call volumes and operational disruptions in order to continue providing customer service. In order to effectively manage the rise in client inquiries, outsourcing companies swiftly adjusted by putting in place a strong infrastructure for remote work and cutting-edge technologies like AI-driven chatbots. Additionally, the pandemic did, however, also bring to light other difficulties, such as worries about data security, leading remote teams, and guaranteeing constant service quality.

The Inbound Service segment is expected to be the largest during the forecast period

The largest share of the call center outsourcing market is held by the inbound service segment. The main goal of inbound services is to manage incoming communications from customers, including questions, requests for assistance, and problems relating to services. The dominance of this market is fueled by the growing focus on customer experience and satisfaction as companies strive to offer prompt and efficient support to their customers. Furthermore, the rise of e-commerce, technological advancements, and the need for round-the-clock customer support have all contributed to a significant increase in demand for inbound call center services.

The Chat Support segment is expected to have the highest CAGR during the forecast period

The chat support segment is expected to grow at the highest CAGR in the call center outsourcing market. The preference for instantaneous, real-time communication and the growing use of digital channels for customer service are the main drivers of this explosive growth. Quick resolution times, the ability for agents to multitask, and easy integration with AI-powered chatbots for routine query handling are just a few benefits of chat support. However, chat support is especially attractive to tech-savvy customers and businesses looking to increase customer engagement because of its efficiency and convenience. 

Region with largest share:

With the largest share, the Asia-Pacific region has dominated the call center outsourcing market. This dominance is mostly ascribed to nations like the Philippines and India, which have become important outsourcing hubs because of their robust telecommunications infrastructure, large English-speaking populations, and cheaper labor costs. Furthermore, these nations have highly qualified labor pools that can manage a wide range of customer service requirements from different sectors of the economy. It is anticipated that the Asia-Pacific region will continue to lead the market due to the effects of ongoing globalization trends as well as the rising demand for efficient and reasonably priced customer support services.

Region with highest CAGR:

In the call center outsourcing market, the Latin America region is anticipated to hold the highest CAGR. Outsourcing has grown significantly in countries like Argentina, Brazil, Colombia, Mexico, and others for a variety of reasons. Among these are their close proximity to North American markets, which facilitates easier communication and a shared cultural understanding with customers in the US and Canada. Moreover, Latin American nations have a workforce that is bilingual and well-educated, which attracts businesses looking to outsource technical support, customer service, and other business processes. 

Key players in the market

Some of the key players in Call Center Outsourcing market include Infosys Limited, Capgemini SE, Epicenter Technologies Pvt. Ltd, Five9 Inc, Cognizant Technology Solutions Corporation, Sutherland Global Services Inc, StarTek Inc., Atento SA, Tech Mahindra, Wipro Limited, HCL Technologies, Tata Consultancy Services Ltd, Accenture Plc, DiRAD Technologies Inc, Serco Group Plc, TTEC Holdings, Inc. and Teleperformance SE.

Key Developments:

In February 2024, Capgemini Group announced the signing of a 12-year agreement with TenneT, a leading European transmission system operator in the Netherlands and Germany, to design, build, and implement a cloud platform that will enable TenneT to work more effectively across a wider ecosystem of partners.

In October 2023, Startek, Inc., a global customer experience (CX) solutions provider, announced that it has entered into a definitive agreement to be acquired by funds managed by Capital Square Partners (""CSP"") in an all-cash transaction with a total enterprise value of approximately $217 million and total equity value of approximately $174 million.
 
In August 2023, Five9 announced it has entered into a definitive agreement to acquire Aceyus, a 21-year year-old company offering advanced data integration and analytics. Headquartered in Charlotte, NC, Aceyus was founded in 2002 and has about 70 employees, all of whom are expected to remain with Five9.

Types Covered:
• Inbound Service
• Outbound Service
• Other Types 
 
Service Types Covered:
• Video Support
• Email Support
• Social Media Support
• Chat Support
• Voice Support
• Other Service Types 

Sales Channels Covered:
• Direct Channel
• Distribution Channel 

Enterprise Sizes Covered:
• Large Enterprise
• Small & Medium Enterprises (SMEs) 
 
End Users Covered:
• Healthcare
• Banking, Financial Services and Insurance (BFSI)
• Retail & E-commerce
• Media & Entertainment
• IT & Telecom
• Transportation
• Energy and Utilities
• Travel & Hospitality
• Education
• Government and Defence
• Other End Users

Regions Covered:
• North America
o US
o Canada
o Mexico
• Europe
o Germany
o UK
o Italy
o France
o Spain
o Rest of Europe
• Asia Pacific
o Japan        
o China        
o India        
o Australia  
o New Zealand
o South Korea
o Rest of Asia Pacific    
• South America
o Argentina
o Brazil
o Chile
o Rest of South America
• Middle East & Africa 
o Saudi Arabia
o UAE
o Qatar
o South Africa
o Rest of Middle East & Africa

What our report offers:
- Market share assessments for the regional and country-level segments
- Strategic recommendations for the new entrants
- Covers Market data for the years 2022, 2023, 2024, 2026, and 2030
- Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
- Strategic recommendations in key business segments based on the market estimations
- Competitive landscaping mapping the key common trends
- Company profiling with detailed strategies, financials, and recent developments
- Supply chain trends mapping the latest technological advancements

Free Customization Offerings: 
All the customers of this report will be entitled to receive one of the following free customization options:
• Company Profiling
o Comprehensive profiling of additional market players (up to 3)
o SWOT Analysis of key players (up to 3)
• Regional Segmentation
o Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
• Competitive Benchmarking
Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

Table of Contents

1 Executive Summary       
        
2 Preface       
 2.1 Abstract      
 2.2 Stake Holders      
 2.3 Research Scope      
 2.4 Research Methodology      
  2.4.1 Data Mining     
  2.4.2 Data Analysis     
  2.4.3 Data Validation     
  2.4.4 Research Approach     
 2.5 Research Sources      
  2.5.1 Primary Research Sources     
  2.5.2 Secondary Research Sources     
  2.5.3 Assumptions     
        
3 Market Trend Analysis       
 3.1 Introduction      
 3.2 Drivers      
 3.3 Restraints      
 3.4 Opportunities      
 3.5 Threats      
 3.6 End User Analysis      
 3.7 Emerging Markets      
 3.8 Impact of Covid-19      
        
4 Porters Five Force Analysis       
 4.1 Bargaining power of suppliers      
 4.2 Bargaining power of buyers      
 4.3 Threat of substitutes      
 4.4 Threat of new entrants      
 4.5 Competitive rivalry      
        
5 Global Call Center Outsourcing Market, By Type       
 5.1 Introduction      
 5.2 Inbound Service      
 5.3 Outbound Service      
 5.4 Other Types      
        
6 Global Call Center Outsourcing Market, By Service Type       
 6.1 Introduction      
 6.2 Video Support      
 6.3 Email Support      
 6.4 Social Media Support      
 6.5 Chat Support      
 6.6 Voice Support      
 6.7 Other Service Types      
        
7 Global Call Center Outsourcing Market, By Sales Channel       
 7.1 Introduction      
 7.2 Direct Channel      
 7.3 Distribution Channel      
        
8 Global Call Center Outsourcing Market, By Enterprise Size       
 8.1 Introduction      
 8.2 Large Enterprise      
 8.3 Small & Medium Enterprises (SMEs)      
        
9 Global Call Center Outsourcing Market, By End User       
 9.1 Introduction      
 9.2 Healthcare      
 9.3 Banking, Financial Services and Insurance (BFSI)      
 9.4 Retail & E-commerce      
 9.5 Media & Entertainment      
 9.6 IT & Telecom      
 9.7 Transportation      
 9.8 Energy and Utilities      
 9.9 Travel & Hospitality      
 9.10 Education      
 9.11 Government and Defence      
 9.12 Other End Users      
        
10 Global Call Center Outsourcing Market, By Geography       
 10.1 Introduction      
 10.2 North America      
  10.2.1 US     
  10.2.2 Canada     
  10.2.3 Mexico     
 10.3 Europe      
  10.3.1 Germany     
  10.3.2 UK     
  10.3.3 Italy     
  10.3.4 France     
  10.3.5 Spain     
  10.3.6 Rest of Europe     
 10.4 Asia Pacific      
  10.4.1 Japan     
  10.4.2 China     
  10.4.3 India     
  10.4.4 Australia     
  10.4.5 New Zealand     
  10.4.6 South Korea     
  10.4.7 Rest of Asia Pacific     
 10.5 South America      
  10.5.1 Argentina     
  10.5.2 Brazil     
  10.5.3 Chile     
  10.5.4 Rest of South America     
 10.6 Middle East & Africa      
  10.6.1 Saudi Arabia     
  10.6.2 UAE     
  10.6.3 Qatar     
  10.6.4 South Africa     
  10.6.5 Rest of Middle East & Africa     
        
11 Key Developments       
 11.1 Agreements, Partnerships, Collaborations and Joint Ventures      
 11.2 Acquisitions & Mergers      
 11.3 New Product Launch      
 11.4 Expansions      
 11.5 Other Key Strategies      
        
12 Company Profiling       
 12.1 Infosys Limited      
 12.2 Capgemini SE      
 12.3 Epicenter Technologies Pvt. Ltd      
 12.4 Five9 Inc      
 12.5 Cognizant Technology Solutions Corporation      
 12.6 Sutherland Global Services Inc      
 12.7 StarTek Inc.      
 12.8 Atento SA      
 12.9 Tech Mahindra      
 12.10 Wipro Limited      
 12.11 HCL Technologies      
 12.12 Tata Consultancy Services Ltd      
 12.13 Accenture Plc      
 12.14 DiRAD Technologies Inc      
 12.15 Serco Group Plc      
 12.16 TTEC Holdings, Inc.      
 12.17 Teleperformance SE      
        
List of Tables        
1 Global Call Center Outsourcing Market Outlook, By Region (2022-2030) ($MN)       
2 Global Call Center Outsourcing Market Outlook, By Type (2022-2030) ($MN)       
3 Global Call Center Outsourcing Market Outlook, By Inbound Service (2022-2030) ($MN)       
4 Global Call Center Outsourcing Market Outlook, By Outbound Service (2022-2030) ($MN)       
5 Global Call Center Outsourcing Market Outlook, By Other Types (2022-2030) ($MN)       
6 Global Call Center Outsourcing Market Outlook, By Service Type (2022-2030) ($MN)       
7 Global Call Center Outsourcing Market Outlook, By Video Support (2022-2030) ($MN)       
8 Global Call Center Outsourcing Market Outlook, By Email Support (2022-2030) ($MN)       
9 Global Call Center Outsourcing Market Outlook, By Social Media Support (2022-2030) ($MN)       
10 Global Call Center Outsourcing Market Outlook, By Chat Support (2022-2030) ($MN)       
11 Global Call Center Outsourcing Market Outlook, By Voice Support (2022-2030) ($MN)       
12 Global Call Center Outsourcing Market Outlook, By Other Service Types (2022-2030) ($MN)       
13 Global Call Center Outsourcing Market Outlook, By Sales Channel (2022-2030) ($MN)       
14 Global Call Center Outsourcing Market Outlook, By Direct Channel (2022-2030) ($MN)       
15 Global Call Center Outsourcing Market Outlook, By Distribution Channel (2022-2030) ($MN)       
16 Global Call Center Outsourcing Market Outlook, By Enterprise Size (2022-2030) ($MN)       
17 Global Call Center Outsourcing Market Outlook, By Large Enterprise (2022-2030) ($MN)       
18 Global Call Center Outsourcing Market Outlook, By Small & Medium Enterprises (SMEs) (2022-2030) ($MN)       
19 Global Call Center Outsourcing Market Outlook, By End User (2022-2030) ($MN)       
20 Global Call Center Outsourcing Market Outlook, By Healthcare (2022-2030) ($MN)       
21 Global Call Center Outsourcing Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2022-2030) ($MN)       
22 Global Call Center Outsourcing Market Outlook, By Retail & E-commerce (2022-2030) ($MN)       
23 Global Call Center Outsourcing Market Outlook, By Media & Entertainment (2022-2030) ($MN)       
24 Global Call Center Outsourcing Market Outlook, By IT & Telecom (2022-2030) ($MN)       
25 Global Call Center Outsourcing Market Outlook, By Transportation (2022-2030) ($MN)       
26 Global Call Center Outsourcing Market Outlook, By Energy and Utilities (2022-2030) ($MN)       
27 Global Call Center Outsourcing Market Outlook, By Travel & Hospitality (2022-2030) ($MN)       
28 Global Call Center Outsourcing Market Outlook, By Education (2022-2030) ($MN)       
29 Global Call Center Outsourcing Market Outlook, By Government and Defence (2022-2030) ($MN)       
30 Global Call Center Outsourcing Market Outlook, By Other End Users (2022-2030) ($MN)       
        
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.        

List of Figures

RESEARCH METHODOLOGY


Research Methodology

We at Stratistics opt for an extensive research approach which involves data mining, data validation, and data analysis. The various research sources include in-house repository, secondary research, competitor’s sources, social media research, client internal data, and primary research.

Our team of analysts prefers the most reliable and authenticated data sources in order to perform the comprehensive literature search. With access to most of the authenticated data bases our team highly considers the best mix of information through various sources to obtain extensive and accurate analysis.

Each report takes an average time of a month and a team of 4 industry analysts. The time may vary depending on the scope and data availability of the desired market report. The various parameters used in the market assessment are standardized in order to enhance the data accuracy.

Data Mining

The data is collected from several authenticated, reliable, paid and unpaid sources and is filtered depending on the scope & objective of the research. Our reports repository acts as an added advantage in this procedure. Data gathering from the raw material suppliers, distributors and the manufacturers is performed on a regular basis, this helps in the comprehensive understanding of the products value chain. Apart from the above mentioned sources the data is also collected from the industry consultants to ensure the objective of the study is in the right direction.

Market trends such as technological advancements, regulatory affairs, market dynamics (Drivers, Restraints, Opportunities and Challenges) are obtained from scientific journals, market related national & international associations and organizations.

Data Analysis

From the data that is collected depending on the scope & objective of the research the data is subjected for the analysis. The critical steps that we follow for the data analysis include:

  • Product Lifecycle Analysis
  • Competitor analysis
  • Risk analysis
  • Porters Analysis
  • PESTEL Analysis
  • SWOT Analysis

The data engineering is performed by the core industry experts considering both the Marketing Mix Modeling and the Demand Forecasting. The marketing mix modeling makes use of multiple-regression techniques to predict the optimal mix of marketing variables. Regression factor is based on a number of variables and how they relate to an outcome such as sales or profits.


Data Validation

The data validation is performed by the exhaustive primary research from the expert interviews. This includes telephonic interviews, focus groups, face to face interviews, and questionnaires to validate our research from all aspects. The industry experts we approach come from the leading firms, involved in the supply chain ranging from the suppliers, distributors to the manufacturers and consumers so as to ensure an unbiased analysis.

We are in touch with more than 15,000 industry experts with the right mix of consultants, CEO's, presidents, vice presidents, managers, experts from both supply side and demand side, executives and so on.

The data validation involves the primary research from the industry experts belonging to:

  • Leading Companies
  • Suppliers & Distributors
  • Manufacturers
  • Consumers
  • Industry/Strategic Consultants

Apart from the data validation the primary research also helps in performing the fill gap research, i.e. providing solutions for the unmet needs of the research which helps in enhancing the reports quality.


For more details about research methodology, kindly write to us at info@strategymrc.com

Frequently Asked Questions

In case of any queries regarding this report, you can contact the customer service by filing the “Inquiry Before Buy” form available on the right hand side. You may also contact us through email: info@strategymrc.com or phone: +1-301-202-5929

Yes, the samples are available for all the published reports. You can request them by filling the “Request Sample” option available in this page.

Yes, you can request a sample with your specific requirements. All the customized samples will be provided as per the requirement with the real data masked.

All our reports are available in Digital PDF format. In case if you require them in any other formats, such as PPT, Excel etc you can submit a request through “Inquiry Before Buy” form available on the right hand side. You may also contact us through email: info@strategymrc.com or phone: +1-301-202-5929

We offer a free 15% customization with every purchase. This requirement can be fulfilled for both pre and post sale. You may send your customization requirements through email at info@strategymrc.com or call us on +1-301-202-5929.

We have 3 different licensing options available in electronic format.

  • Single User Licence: Allows one person, typically the buyer, to have access to the ordered product. The ordered product cannot be distributed to anyone else.
  • 2-5 User Licence: Allows the ordered product to be shared among a maximum of 5 people within your organisation.
  • Corporate License: Allows the product to be shared among all employees of your organisation regardless of their geographical location.

All our reports are typically be emailed to you as an attachment.

To order any available report you need to register on our website. The payment can be made either through CCAvenue or PayPal payments gateways which accept all international cards.

We extend our support to 6 months post sale. A post sale customization is also provided to cover your unmet needs in the report.

Request Customization

We provide a free 15% customization on every purchase. This requirement can be fulfilled for both pre and post sale. You may send your customization requirements through email at info@strategymrc.com or call us on +1-301-202-5929.

Note: This customization is absolutely free until it falls under the 15% bracket. If your requirement exceeds this a feasibility check will be performed. Post that, a quote will be provided along with the timelines.

WHY CHOOSE US ?

Assured Quality

Assured Quality

Best in class reports with high standard of research integrity

24X7 Research Support

24X7 Research Support

Continuous support to ensure the best customer experience.

Free Customization

Free Customization

Adding more values to your product of interest.

Safe and Secure Access

Safe & Secure Access

Providing a secured environment for all online transactions.

Trusted by 600+ Brands

Trusted by 600+ Brands

Serving the most reputed brands across the world.

Testimonials