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.
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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.
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- Market Coverage
- Market number available for – 2023-2029
- Base year- 2022
- Forecast period- 2023-2029
- Segment Covered- By Source, By Product Type, By Applications
- Competitive Landscape- Archer Daniels Midland Co., Ingredion Inc., Kerry Group Plc, Cargill
- , and others
Market Segmentation
Global Call Center Outsourcing Market by Service Type
- Email Support
- Chat Support
- Voice Support
- Website Support
- Others
Global Call Center Outsourcing Market by End-User Industry
- BFSI
- Government and Defense
- Healthcare
- IT and Telecom
- Retail
- Manufacturing
- Others
Regional Analysis
- North America
- United States
- Canada
- Europe
- UK
- Germany
- Italy
- Spain
- France
- Rest of Europe
- Asia-Pacific
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
- Rest of the World
Company Profiles
- Accenture Plc
- Cogent E-Services Ltd.
- Concentrix
- Eclerx
- Firstsource Solutions Ltd.
- Fusion Bpo Services
- Hcl Technologies Ltd.
- Hinduja Global Solutions Ltd.
- Infosys Ltd.
- Sitel Group
- Startek
- Sykes Enterprises, Inc.
- Taskus, Inc.
- Td Synnex Corp.
- Tech Mahindra Ltd.
- Teleperformance Se
- Wipro Ltd.
- Wns Global Services Pvt. Ltd.
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.
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