Call Center Outsourcing Market
Call Center Outsourcing Market Size, Share & Trends Analysis Report by Service Type (Email Support, Chat Support, Voice Support, Website Support, and Others), and by End-User Industry (BFSI, Government and Defense, Healthcare, IT and Telecom, Retail, Manufacturing, and Others) Forecast Period (2022-2028)
Call center outsourcing market is anticipated to grow at a considerable CAGR of 7.5% during the forecast period. Rising emphasis on lowering labor costs while expanding the use of cloud-based intelligence services in call centers is one of the major factors promoting the global growth of the call center outsourcing market. The increasing focus of various enterprises on boosting their business agility, in order to survive and sustain within the continuously changing business dynamics, along with the rising government support and initiatives such as 100% Foreign Direct Investments (FDI) and funding to the IT and telecom industry are some other factors fuelling the market growth. For instance, as per the National Investment Promotion & Facilitation Agency (NIPFA), between 2014 and 2021, the FDI inflows in the telecom sector increased by 150% to $20.72 billion from $8.32 billion during 2002-2014, and 100% FDI has been allowed in the telecom sector under the automatic route in India in 2021.
Segmental Outlook
The global call center outsourcing market is segmented based on service type, and end-user industry. Based on service type, the market is categorized into email support, chat support, voice support including off-shore and on-shore; website support, and others. Based on the end-user industry, the market is sub-segmented into BFSI, government and defense, healthcare, IT and telecom, retail, manufacturing, and others. Among the service type, the chat support sub-segment is expected to grow at a significant CAGR over the forecast period, owing to the rising requirement for improving customer relationship management (CRM), which plays an important role in effective revenue generation in any enterprise. Additionally, chat support service provides numerous advantages compared to traditional customer support, which in turn will drive segmental growth.
Among the end-user industry, the BFSI segment is expected to grow at a considerable CAGR during the forecast period. The growth is mainly attributed owing to the increasing application of call center outsourcing across the financial sector to develop a relationship with potential customers by leveraging a low acquisition cost approach. Moreover, the integration of artificial intelligence (AI) to provide a seamless banking experience to customers is another factor boosting the segment’s growth. For instance, in December 2020, Neighborhood Credit Union enabled the most seamless banking experience over the call center for its members, powered by interface.ai's Intelligent Virtual Assistant (IVA). Through this partnership, Neighborhood CU enhanced its member experience from digital to AI-first and enable highly personalized and instantaneous engagements with members, leveraging interface.ai's award-winning AI-powered call center.
Regional Outlooks
The global call center outsourcing market is further segmented based on geography including North America (the US, and Canada), Europe (Italy, Spain, Germany, France, and Others), Asia-Pacific (India, China, Japan, South Korea, and Others), and the Rest of the World (the Middle East & Africa, and Latin America). The market can be analyzed for a particular region or country level as per the requirement. Among these, North America is expected to cater to a prominent growth owing to the presence of major market players such as IBM, Google, and others, that are providing call center outsourcing services to numerous end-user industries. Moreover, the European region is anticipated to witness favorable growth over the projected period. The factor contributing to the growth includes the increasing government regulations which has bolstered the development of new call centers in this region.
Global Call Center Outsourcing Market Growth, by Region2022-2028
North American is Expected to Hold a Prominent Share in the Global Call Center Outsourcing Market
North America is expected to hold a prominent share of the global call center outsourcing market. The growth is mainly attributed owing to a rising number of employees in the US, due to a robust economy and the acceptance of corporate re-shoring and on-shoring activities, in the US. Moreover, with the rapidly advacing technologies, increasing multichannel trends, and high levels of technology adoption, the market is anticipated to witness an upward trend in the North American region. For instance, in March 2022, Contact Centers launched the Google Cloud Contact Center AI platform, an expansion to Contact Center AI that offers an out-of-box, end-to-end solution for the contact center. It offers the advantages of AI, cloud scalability, multi-experience capabilities, and tight integration with customer relationship management (CRM) platforms to unify sales, marketing, and support teams around data across the customer journey.
Market Players Outlook
The major companies serving the global call center outsourcing market include Atento Spain Holdco S.L.U, Capgemini SE, Tata Consultancy Services Ltd., Transcom, TTEC Holdings Inc. Td Synnex Corp., Tech Mahindra Ltd., and others. The market players are considerably contributing to the market growth by the adoption of various strategies including mergers and acquisitions, partnerships, collaborations, funding, and new product launches, to stay competitive in the market. For instance, in May 2021, 8x8, Inc. expanded 8x8 Global ReachTM. Through this expansion, the company aims to extends its presence by providing the highest quality of service, improved reliability, streamlined deployment & management, and access to local numbers across China.
The Report Covers
- Market value data analysis of 2021 and forecast to 2028.
- Annualized market revenues ($ million) for each market segment.
- Country-wise analysis of major geographical regions.
- Key companies operating in the global call center outsourcing market. Based on the availability of data, information related to new product launches, and relevant news is also available in the report.
- Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
- Analysis of market-entry and market expansion strategies.
- Competitive strategies by identifying ‘who-stands-where’ in the market.
1. Report Summary
• Current Industry Analysis and Growth Potential Outlook
1.1. Research Methods and Tools
1.2. Market Breakdown
1.2.1. By Segmentation
1.2.2. By Region
2. Market Overview and Insights
2.1. Scope of the Report
2.2. Analyst Insight & Current Market Trends
2.2.1. Key Findings
2.2.2. Recommendation
2.2.3. Conclusion
3. Competitive Landscape
3.1. Key Company Analysis
3.2. Atento Spain Holdco S.L.U
3.2.1. Overview
3.2.2. Financial Analysis
3.2.3. SWOT Analysis
3.2.4. Recent Development
3.3. Capgemini SE
3.3.1. Overview
3.3.2. Financial Analysis
3.3.3. SWOT Analysis
3.3.4. Recent Development
3.4. Tata Consultancy Services Ltd.
3.4.1. Overview
3.4.2. Financial Analysis
3.4.3. SWOT Analysis
3.4.4. Recent Development
3.5. Transcom
3.5.1. Overview
3.5.2. Financial Analysis
3.5.3. SWOT Analysis
3.5.4. Recent Development
3.6. TTEC Holdings Inc.
3.6.1. Overview
3.6.2. Financial Analysis
3.6.3. SWOT Analysis
3.6.4. Recent Development
3.7. Key Strategy Analysis
4. Market Segmentation
4.1. Global Call Center Outsourcing Market by Service Type
4.1.1. Email Support
4.1.2. Chat Support
4.1.3. Voice Support
4.1.4. Website Support
4.1.5. Others
4.2. Global Call Center Outsourcing Market by End-User Industry
4.2.1. BFSI
4.2.2. Government and Defense
4.2.3. Healthcare
4.2.4. IT and Telecom
4.2.5. Retail
4.2.6. Manufacturing
4.2.7. Others
5. Regional Analysis
5.1. North America
5.1.1. United States
5.1.2. Canada
5.2. Europe
5.2.1. UK
5.2.2. Germany
5.2.3. Italy
5.2.4. Spain
5.2.5. France
5.2.6. Rest of Europe
5.3. Asia-Pacific
5.3.1. China
5.3.2. India
5.3.3. Japan
5.3.4. South Korea
5.3.5. Rest of Asia-Pacific
5.4. Rest of the World
6. Company Profiles
6.1. Accenture Plc
6.2. Cogent E-Services Ltd.
6.3. Concentrix
6.4. Eclerx
6.5. Firstsource Solutions Ltd.
6.6. Fusion Bpo Services
6.7. Hcl Technologies Ltd.
6.8. Hinduja Global Solutions Ltd.
6.9. Infosys Ltd.
6.10. Sitel Group
6.11. Startek
6.12. Sykes Enterprises, Inc.
6.13. Taskus, Inc.
6.14. Td Synnex Corp.
6.15. Tech Mahindra Ltd.
6.16. Teleperformance Se
6.17. Wipro Ltd.
6.18. Wns Global Services Pvt. Ltd.
1. GLOBAL CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY SERVICE TYPE, 2021-2028 ($ MILLION)
2. GLOBAL EMAIL SUPPORT CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
3. GLOBAL CHAT SUPPORT CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
4. GLOBAL VOICE SUPPORT CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
5. GLOBAL WEBSITE SUPPORT CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
6. GLOBAL OTHERS SUPPORT CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
7. GLOBAL CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY END-USER INDUSTRY, 2021-2028 ($ MILLION)
8. GLOBAL CALL CENTER OUTSOURCING FOR BFSI MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
9. GLOBAL CALL CENTER OUTSOURCING FOR GOVERNMENT AND DEFENSE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
10. GLOBAL CALL CENTER OUTSOURCING FOR HEALTHCARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
11. GLOBAL CALL CENTER OUTSOURCING FOR IT AND TELECOM MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
12. GLOBAL CALL CENTER OUTSOURCING FOR RETAIL MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
13. GLOBAL CALL CENTER OUTSOURCING FOR MANUFACTURING MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
14. GLOBAL CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
15. NORTH AMERICAN CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
16. NORTH AMERICAN CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY SERVICE TYPE, 2021-2028 ($ MILLION)
17. NORTH AMERICAN CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY END-USER INDUSTRY, 2021-2028 ($ MILLION)
18. EUROPEAN CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
19. EUROPEAN CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY SERVICE TYPE, 2021-2028 ($ MILLION)
20. EUROPEAN CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY END-USER INDUSTRY, 2021-2028 ($ MILLION)
21. ASIA-PACIFIC CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
22. ASIA-PACIFIC CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY SERVICE TYPE, 2021-2028 ($ MILLION)
23. ASIA-PACIFIC CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY END-USER INDUSTRY, 2021-2028 ($ MILLION)
24. REST OF THE WORLD CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
25. REST OF THE WORLD CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY SERVICE TYPE, 2021-2028 ($ MILLION)
26. REST OF THE WORLD CALL CENTER OUTSOURCING MARKET RESEARCH AND ANALYSIS BY END-USER INDUSTRY, 2021-2028 ($ MILLION)
1. GLOBAL CALL CENTER OUTSOURCING MARKET SHARE BY SERVICE TYPE, 2021 VS 2028 (%)
2. GLOBAL EMAIL SUPPORT CALL CENTER OUTSOURCING MARKET SHARE BY REGION, 2021 VS 2028 (%)
3. GLOBAL CHAT SUPPORT CALL CENTER OUTSOURCING MARKET SHARE BY REGION, 2021 VS 2028 (%)
4. GLOBAL VOICE SUPPORT CALL CENTER OUTSOURCING MARKET SHARE BY REGION, 2021 VS 2028 (%)
5. GLOBAL WEBSITE SUPPORT CALL CENTER OUTSOURCING MARKET SHARE BY REGION, 2021 VS 2028 (%)
6. GLOBAL OTHER SUPPORT CALL CENTER OUTSOURCING MARKET SHARE BY REGION, 2021 VS 2028 (%)
7. GLOBAL CALL CENTER OUTSOURCING MARKET SHARE BY END-USER INDUSTRY, 2021 VS 2028 (%)
8. GLOBAL CALL CENTER OUTSOURCING FOR BFSI MARKET SHARE BY REGION, 2021 VS 2028 (%)
9. GLOBAL CALL CENTER OUTSOURCING FOR GOVERNMENT AND DEFENSE MARKET SHARE BY REGION, 2021 VS 2028 (%)
10. GLOBAL CALL CENTER OUTSOURCING FOR HEALTHCARE MARKET SHARE BY REGION, 2021 VS 2028 (%)
11. GLOBAL CALL CENTER OUTSOURCING FOR IT AND TELECOM MARKET SHARE BY REGION, 2021 VS 2028 (%)
12. GLOBAL CALL CENTER OUTSOURCING FOR RETAIL MARKET SHARE BY REGION, 2021 VS 2028 (%)
13. GLOBAL CALL CENTER OUTSOURCING FOR MANUFACTURING MARKET SHARE BY REGION, 2021 VS 2028 (%)
14. GLOBAL CALL CENTER OUTSOURCING MARKET SHARE BY REGION, 2021 VS 2028 (%)
15. US CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
16. CANADA CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
17. UK CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
18. FRANCE CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
19. GERMANY CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
20. ITALY CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
21. SPAIN CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
22. REST OF EUROPE CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
23. INDIA CALL CENTER OUTSOURCINGS MARKET SIZE, 2021-2028 ($ MILLION)
24. CHINA CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
25. JAPAN CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
26. SOUTH KOREA CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
27. REST OF ASIA-PACIFIC CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
28. REST OF THE WORLD CALL CENTER OUTSOURCING MARKET SIZE, 2021-2028 ($ MILLION)
