Key Points
- North America has generated more than 32% of market share in 2023.
- Asia-Pacific is estimated to expand the fastest CAGR between 2024 and 2033.
- By type, the voice segment has captured the highest market share of 31% in 2023.
- By outsourcing type, the onshore segment generated over 59% of market share in 2023.
- By outsourcing type, the offshore segment is expected to expand at the fastest CAGR over the projected period.
- By service, the inbound services segment generated over 61% of market share in 2023.
- By service, the outbound services segment is expected to expand at the fastest CAGR over the projected period.
Call and Contact Center Outsourcing Market Data and Statistics
- According to Freshdesk Chat’s 2021 findings, 79% of users prefer receiving live chat assistance for swift responses. Customer satisfaction rates are notably higher for live chat assistance, standing at 73%, compared to 61% for email help and 44% for phone assistance. The average wait time for live chat assistance is reported to be just 46 seconds. Additionally, 69% of customers express a preference for interacting with human agents rather than chatbots during chat assistance.
- In May 2023, the Iloilo Business Park, spanning 72 hectares in the Mandurriao District of Iloilo province and city, welcomed Atento, a business process outsourcing (BPO) company, as it launched its first call center in the Philippines at the location.
- In April 2023, NobelBiz, a telecom and software provider catering to contact centers, expanded its cloud contact center omnichannel ecosystem, introducing OMNI+ Awaken Scripting—a user-friendly and adaptable scripting tool—as part of this expansion.
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Growth Factors:
Several factors contribute to the growth of the call and contact center outsourcing market. Firstly, businesses are increasingly opting for outsourcing to reduce operational costs and improve efficiency. Outsourcing allows companies to leverage the expertise of specialized service providers while focusing on their core business functions. Additionally, technological advancements such as artificial intelligence (AI), cloud computing, and automation have transformed call and contact center operations, enabling service providers to deliver enhanced customer experiences and streamline processes. Moreover, the globalization of businesses has fueled the demand for multilingual support services, driving the growth of outsourcing providers with linguistic capabilities.
Region Insights:
The call and contact center outsourcing market exhibits a global presence, with key regions including North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa. North America dominates the market owing to the presence of major outsourcing hubs in countries like the United States and Canada. The region benefits from a mature outsourcing industry, robust telecommunications infrastructure, and a large pool of skilled professionals. Meanwhile, Asia Pacific is witnessing significant growth due to the availability of cost-effective labor, increasing adoption of outsourcing by businesses in emerging economies such as India, the Philippines, and Malaysia, and the rising demand for customer support services in the region.
Call and Contact Center Outsourcing Market Scope
| Report Coverage | Details |
| Growth Rate from 2024 to 2033 | CAGR of 9.12% |
| Global Market Size in 2023 | USD 94.02 Billion |
| Global Market Size by 2033 | USD 225.04 Billion |
| U.S. Market Size in 2023 | USD 21.06 Billion |
| U.S. Market Size by 2033 | USD 50.41 Billion |
| Base Year | 2023 |
| Forecast Period | 2024 to 2033 |
| Segments Covered | By Type, By Outsourcing Type, and By Services |
| Regions Covered | North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa |
Call and Contact Center Outsourcing Market Dynamics
Drivers:
Several drivers propel the growth of the call and contact center outsourcing market. One of the primary drivers is the growing focus of businesses on enhancing customer satisfaction and loyalty. Outsourcing enables companies to provide round-the-clock support, personalized interactions, and quick resolution of customer issues, leading to improved customer retention and loyalty. Furthermore, the proliferation of digital channels such as social media, mobile apps, and messaging platforms has increased the need for omnichannel customer support, driving the demand for outsourcing services. Additionally, regulatory compliance requirements and the need for data security and privacy are driving businesses to partner with outsourcing providers that adhere to industry standards and regulations.
Opportunities:
The call and contact center outsourcing market presents several opportunities for service providers and businesses alike. With the increasing complexity of customer inquiries and the rise of technologies such as AI and machine learning, there is a growing demand for advanced analytics and predictive modeling capabilities in outsourcing services. Service providers can capitalize on this opportunity by offering data-driven insights, sentiment analysis, and customer behavior analytics to help businesses make informed decisions and enhance customer experiences. Moreover, there is a growing trend towards outcome-based pricing models and value-added services such as sales support, lead generation, and back-office processing, providing opportunities for differentiation and revenue growth.
Challenges:
Despite the promising growth prospects, the call and contact center outsourcing market faces several challenges. One of the major challenges is the increasing competition from in-house customer support operations and automated self-service solutions. Businesses are increasingly investing in technology to build in-house capabilities and reduce dependence on outsourcing partners. Moreover, geopolitical factors, regulatory uncertainties, and data privacy concerns pose challenges for outsourcing providers, especially those operating in multiple jurisdictions. Additionally, maintaining quality standards, managing cultural differences, and ensuring workforce scalability and flexibility are key challenges faced by outsourcing providers in meeting the evolving needs of businesses and customers.
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Recent Developments
- In April 2023, Decipher Health Records Inc., an Indian firm, announced plans to establish a new healthcare call center in Guyana, aiming to generate around 300 job opportunities upon full operation. The Guyana Office for Investment and the government’s investment arm signed a memorandum of understanding (MoU) to facilitate this initiative, with Decipher Health Records actively pursuing potential sites for the call center’s setup.
- During the same month, Teckinfo Solutions Pvt. Ltd., a renowned software company specializing in call/contact center solutions, launched its latest product, ID Cloud – Premium Contact Centre Software. This cloud-based platform caters to organizations of all sizes, offering seamless client engagement across different business scales while freeing up valuable IT resources.
- In May 2023, Atento, a prominent business process outsourcing (BPO) company, inaugurated its inaugural call center in the Philippines at the Iloilo Business Park in the Mandurriao District of Iloilo province and city, marking its entry into the Philippine market.
Call and Contact Center Outsourcing Market Companies
- Teleperformance
- Convergys (now part of Concentrix)
- Sitel Group
- Sykes Enterprises, Incorporated
- Alorica Inc.
- Concentrix Corporation
- TTEC Holdings, Inc.
- Hinduja Global Solutions (HGS)
- VXI Global Solutions
- Arvato
- TeleTech Holdings, Inc. (now TTEC)
- Genpact
- Wipro Limited
- Infosys BPM Limited
- HCL Technologies Limited
Segments Covered in the Report
By Type
- Email Support
- Chat Support
- Voice
- Other
By Outsourcing Type
- Offshore
- Onshore
By Services
- Inbound Services
- Outbound Services
By Geography
- North America
- Europe
- Asia-Pacific
- Latin America
- Middle East and Africa
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