The global call center outsourcing market is anticipated to grow at a considerable CAGR of 7.5% during the forecast period. The call center industry touches virtually every industry sector including telecommunications, financial services, insurance, healthcare, hospitality, information technology, retail and e-commerce, and manufacturing. According to the Site Selection Group, there are 8,154 call centers with greater than 50 employees in the US employing nearly 2.5 million workers in 2022. For instance, in June 2022, Webhelp, announced the acquisition of Grupo Services. The acquisition is aligned with its continued focus on innovation, with Grupo Services by bringing an impressive portfolio of digital and technology-driven services including chatbots, omnichannel orchestration, self-service technologies, and CX journey design, and serve to fintech, banking, retail and ecommerce, and telecommunications.
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Moreover, the key players such as Intellinetics, Inc., Eclerx, Firstsource Solutions Ltd., and others are offering numerous innovations, and technological advancements features in call center outsourcing, which further drive the market growth. For instance, in June 2021, Intellinetics, Inc., announced the launch of its new call center outsourcing services to meet the evolving needs of existing customers and expand its service offering into other markets. The new outsourcing services offer integrated solutions that are anchored by Accounts Payable invoice processing, digital mail-room services, and claims processing, and are a strategic and seamless expansion of core competencies in document conversions, digital and paper-based mail processing, enterprise content management solutions, and records storage and retrieval.
Market Coverage
- The market number available for – 2021-2028
- Base year- 2021
- Forecast period- 2022-2028
Segment Covered-
- By Service Type
- By End User
Regions Covered-
- North America
- Europe
- Asia-Pacific
- Rest of the World
- Competitive Landscape – include Atento Spain Holdco S.L.U, Capgemini S, Tata Consultancy Services Ltd., Transcom, TTEC Holdings Inc. Td Synnex Corp., Tech Mahindra Ltd., and others.
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Call Center Outsourcing Market Report Segment
By Service Type
- Active Packaging Email Support
- Chat Support
- Voice (Off-Shore, On-Shore)
- Website Support
- Others
By End User Industry
- Moisture Control BFSI
- Government and Defense
- Healthcare
- IT and Telecom
- Retail
- Manufacturing
- Others
Call Center Outsourcing Market Report Segment by Region
North America
- United States
- Canada
Europe
- UK
- Germany
- Spain
- France
- Italy
- Rest of Europe
Asia-Pacific
- India
- China
- Japan
- South Korea
- Rest of APAC
Rest of the World
- Latin America
- Middle East and Africa
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.
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