The global call center outsourcing market size was US$ 84.17 billion in 2021. The global call center outsourcing market size is forecast to reach US$ 139.8 billion by 2030, growing at a compound annual growth rate (CAGR) of 5.8% during the forecast period from 2022 to 2030.
The method of delegating customer service to other contact center outsourcing service providers is known as call center outsourcing. They play an important role in an organization's overall customer management policies. The term call center outsourcing refers to a corporation's Contact Center Outsourcing service being assigned to another company under a contract between the two. They hire a different business to handle their contact centers and customer care. This organization has experienced, professionally skilled, and qualified employees. Outsourcing services and processes is one of the most popular cost-cutting/reduction strategies used by businesses. Companies employ an external end-to-end support provider to save money on hiring, salaries, office space, and other expenses.
Factors Influencing Market Growth
Impact Analysis of COVID-19
The COVID-19 pandemic had a minimal impact on the global market growth. Since business operations are rising dramatically, the call center outsourcing business had a negative impact in most countries. This, in turn, is expected to stifle the global call center outsourcing market expansion in the coming years.
Despite this, call center outsourcing firms had shifted to a remote work model. They are having trouble reorganizing their daily processes due to a variety of concerns. On the other hand, some organizations were cooperating with digital behemoths to develop remote solutions to manage their outsourcing processes. Call center outsourcing solutions have benefited from the hybrid work paradigm in offices.
Regional Analysis
The Asia Pacific region is forecast to have lucrative growth during the forecast period. The accumulative usage of smartphones owing to digitalization and growing awareness about digital devices. Leading call center outsourcing companies in India and China are looking for support solutions to improve client experiences, which is likely to provide profitable prospects for call center outsourcing market participants. Furthermore, many industries in the APAC area, such as BFSI, IT & telecom, and retail & eCommerce, focus on using digital tools to reach out to their clients digitally. Emerging economies in the Asia Pacific are focusing on improving digital activity. Thus, these factors drive the market growth in the region.
Leading Competitors
The leading prominent companies profiled in the global call center outsourcing market are:
Scope of the Report
The global call center outsourcing market segmentation focuses on Type, Service Type, Enterprise Size, End-user, and Region.
Segmentation based on Type
Segmentation based on Service Type
Segmentation based on Enterprise Size
Segmentation based on End-user
Segmentation based on Region
[TABLE OF CONTENTS]
1 INTRODUCTION OF GLOBAL CALL CENTER OUTSOURCING MARKET
1.1 OVERVIEW OF THE MARKET
1.2 SCOPE OF REPORT
1.3 ASSUMPTIONS
2 EXECUTIVE SUMMARY
3 RESEARCH METHODOLOGY
3.1 DATA MINING
3.2 VALIDATION
3.3 PRIMARY INTERVIEWS
3.4 LIST OF DATA SOURCES
4 GLOBAL CALL CENTER OUTSOURCING MARKET OUTLOOK
4.1 OVERVIEW
4.2 MARKET DYNAMICS
4.2.1 DRIVERS
4.2.2 RESTRAINTS
4.2.3 OPPORTUNITIES
4.3 PORTERS FIVE FORCE MODEL
4.4 VALUE CHAIN ANALYSIS
5 GLOBAL CALL CENTER OUTSOURCING MARKET, BY TYPE
5.1 OVERVIEW
5.2 INBOUND SERVICE
5.3 OUTBOUND SERVICE
6 GLOBAL CALL CENTER OUTSOURCING MARKET, BY SERVICE TYPE
6.1 OVERVIEW
6.2 CHAT SUPPORT
6.3 VOICE SUPPORT
6.4 VIDEO SUPPORT
6.5 SOCIAL MEDIA SUPPORT
6.6 OTHERS
7 GLOBAL CALL CENTER OUTSOURCING MARKET, BY ENTERPRISE SIZE
7.1 OVERVIEW
7.2 SMALL & MEDIUM-SIZED ENTERPRISES
7.3 LARGE ENTERPRISES
8 GLOBAL CALL CENTER OUTSOURCING MARKET, BY END-USER
8.1 OVERVIEW
8.2 BFSI
8.3 RETAIL & E-COMMERCE
8.4 GOVERNMENT
8.5 IT & TELECOM
8.6 HEALTHCARE
8.7 MANUFACTURING
8.8 HOSPITALITY
8.9 OTHERS
9 GLOBAL CALL CENTER OUTSOURCING MARKET, BY GEOGRAPHY
9.1 OVERVIEW
9.2 NORTH AMERICA
9.2.1 NORTH AMERICA MARKET SNAPSHOT
9.2.2 U.S.
9.2.3 CANADA
9.2.4 MEXICO
9.3 EUROPE
9.3.1 EUROPE MARKET SNAPSHOT
9.3.2 WESTERN EUROPE
9.3.2.1 THE UK
9.3.2.2 GERMANY
9.3.2.3 FRANCE
9.3.2.4 ITALY
9.3.2.5 SPAIN
9.3.2.6 REST OF WESTERN EUROPE
9.3.3 EASTERN EUROPE
9.3.3.1 POLAND
9.3.3.2 RUSSIA
9.3.3.3 REST OF EASTERN EUROPE
9.4 ASIA PACIFIC
9.4.1 ASIA PACIFIC MARKET SNAPSHOT
9.4.2 CHINA
9.4.3 JAPAN
9.4.4 INDIA
9.4.5 AUSTRALIA & NEW ZEALAND
9.4.6 ASEAN
9.4.7 REST OF ASIA PACIFIC
9.5 MIDDLE EAST & AFRICA
9.5.1 MIDDLE EAST & AFRICA MARKET SNAPSHOT
9.5.2 UAE
9.5.3 SAUDI ARABIA
9.5.4 SOUTH AFRICA
9.5.5 REST OF MEA
9.6 SOUTH AMERICA
9.6.1 SOUTH AMERICA MARKET SNAPSHOT
9.6.2 BRAZIL
9.6.3 ARGENTINA
9.6.4 REST OF SOUTH AMERICA
10 GLOBAL CALL CENTER OUTSOURCING MARKET COMPETITIVE LANDSCAPE
10.1 OVERVIEW
10.2 COMPANY MARKET RANKING
10.3 KEY DEVELOPMENT STRATEGIES
11 COMPANY PROFILES
11.1 ACCENTURE PLC
11.1.1 OVERVIEW
11.1.2 FINANCIAL PERFORMANCE
11.1.3 PRODUCT OUTLOOK
11.1.4 KEY DEVELOPMENTS
11.2 ATENTO SA
11.2.1 OVERVIEW
11.2.2 FINANCIAL PERFORMANCE
11.2.3 PRODUCT OUTLOOK
11.2.4 KEY DEVELOPMENTS
11.3 CONCENTRIX CORPORATION
11.3.1 OVERVIEW
11.3.2 FINANCIAL PERFORMANCE
11.3.3 PRODUCT OUTLOOK
11.3.4 KEY DEVELOPMENTS
11.4 CAPGEMINI SE
11.4.1 OVERVIEW
11.4.2 FINANCIAL PERFORMANCE
11.4.3 PRODUCT OUTLOOK
11.4.4 KEY DEVELOPMENTS
11.5 COGNIZANT TECHNOLOGY SOLUTIONS CORPORATION
11.5.1 OVERVIEW
11.5.2 FINANCIAL PERFORMANCE
11.5.3 PRODUCT OUTLOOK
11.5.4 KEY DEVELOPMENTS
11.6 FLATWORLD SOLUTIONS PVT. LIMITED
11.6.1 OVERVIEW
11.6.2 FINANCIAL PERFORMANCE
11.6.3 PRODUCT OUTLOOK
11.6.4 KEY DEVELOPMENTS
11.7 GO4CUSTOMER
11.7.1 OVERVIEW
11.7.2 FINANCIAL PERFORMANCE
11.7.3 PRODUCT OUTLOOK
11.7.4 KEY DEVELOPMENTS
11.8. HCL TECHNOLOGIES
11.8.1 OVERVIEW
11.8.2 FINANCIAL PERFORMANCE
11.8.3 PRODUCT OUTLOOK
11.8.4 KEY DEVELOPMENTS
11.9 HINDUJA GLOBAL SOLUTIONS LIMITED
11.9.1 OVERVIEW
11.9.2 FINANCIAL PERFORMANCE
11.9.3 PRODUCT OUTLOOK
11.9.4 KEY DEVELOPMENTS
11.10 INFOSYS LIMITED
11.10.1 OVERVIEW
11.10.2 FINANCIAL PERFORMANCE
11.10.3 PRODUCT OUTLOOK
11.10.4 KEY DEVELOPMENTS
11.11 TATA CONSULTANCY SERVICES
11.11.1 OVERVIEW
11.11.2 FINANCIAL PERFORMANCE
11.11.3 PRODUCT OUTLOOK
11.11.4 KEY DEVELOPMENTS
11.12 TECH MAHINDRA
11.12.1 OVERVIEW
11.12.2 FINANCIAL PERFORMANCE
11.12.3 PRODUCT OUTLOOK
11.12.4 KEY DEVELOPMENTS
11.13 TELEPERFORMANCE SE
11.13.1 OVERVIEW
11.13.2 FINANCIAL PERFORMANCE
11.13.3 PRODUCT OUTLOOK
11.13.4 KEY DEVELOPMENTS
11.14 SITEL GROUP
11.14.1 OVERVIEW
11.14.2 FINANCIAL PERFORMANCE
11.14.3 PRODUCT OUTLOOK
11.14.4 KEY DEVELOPMENTS
11.15 STARTEK INCORPORATED
11.15.1 OVERVIEW
11.15.2 FINANCIAL PERFORMANCE
11.15.3 PRODUCT OUTLOOK
11.15.4 KEY DEVELOPMENTS
11.16 WNS GLOBAL SERVICES
11.16.1 OVERVIEW
11.16.2 FINANCIAL PERFORMANCE
11.16.3 PRODUCT OUTLOOK
11.16.4 KEY DEVELOPMENTS
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