The global call and contact center outsourcing market size is anticipated to be worth around USD 225.04 billion by 2033, expanding at a CAGR of 9.12% from 2024 to 2033.
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.
The call and contact center outsourcing market has experienced significant growth in recent years, driven by the increasing demand for cost-effective solutions, improved customer service, and scalability. Outsourcing these services allows companies to focus on core business activities while leveraging specialized expertise and technology to manage customer interactions effectively.
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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.
Growth Factors:
Several factors contribute to the growth of the call and contact center outsourcing market. Firstly, the globalization of businesses has led to a greater need for multilingual and 24/7 customer support, which outsourcing providers can efficiently deliver. Additionally, advancements in technology, such as AI-powered chatbots and analytics tools, have enhanced the capabilities of outsourcing companies, enabling them to offer more sophisticated and personalized customer experiences. Moreover, the rise of remote work trends has made outsourcing an attractive option for companies seeking flexible and scalable solutions.
Region Insights:
The call and contact center outsourcing market exhibit varying dynamics across different regions. In North America, the market is driven by the presence of established outsourcing hubs in countries like the United States and Canada, where companies benefit from proximity to their target markets and access to skilled labor. In Europe, outsourcing destinations such as the United Kingdom, Ireland, and Eastern European countries offer cost-effective solutions coupled with language proficiency. Asia-Pacific is emerging as a key outsourcing region, fueled by its large talent pool, lower labor costs, and improving infrastructure.
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. Cost savings remain a primary driver, as outsourcing enables companies to reduce operational expenses associated with hiring and training in-house staff. Moreover, outsourcing providers often leverage economies of scale and specialized technology to deliver more efficient and cost-effective services. Additionally, outsourcing allows companies to access a broader talent pool, including multilingual agents and subject matter experts, to better serve diverse customer needs.
Opportunities:
The call and contact center outsourcing market presents various opportunities for both outsourcing providers and their clients. With the increasing adoption of omnichannel customer engagement strategies, there is a growing demand for outsourcing partners capable of delivering seamless interactions across multiple channels, including voice, email, chat, and social media. Furthermore, as businesses strive to enhance customer experiences through data-driven insights, outsourcing providers can capitalize on opportunities to offer advanced analytics and reporting services. Additionally, the rise of emerging technologies such as automation, AI, and machine learning presents opportunities for outsourcing companies to innovate and differentiate their offerings.
Challenges:
Despite its growth prospects, the call and contact center outsourcing market face several challenges. One significant challenge is maintaining quality standards and consistency across geographically dispersed operations. Cultural differences, language barriers, and varying regulatory requirements can also pose challenges for outsourcing providers operating in multiple regions. Moreover, data security and privacy concerns remain paramount, particularly in industries handling sensitive customer information such as healthcare and finance. Additionally, the commoditization of outsourcing services and pricing pressures from clients can impact profitability and sustainability for outsourcing providers.
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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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