June 13, 2024
ICT

Call and Contact Center Outsourcing Market Size,Trends, Report 2033

The global call and contact center outsourcing market size accounted for USD 94.02 billion in 2023 and is anticipated to grow 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.

Call and Contact Center Outsourcing Market Size 2024 to 2033

The Call and Contact Center Outsourcing Market has witnessed substantial growth in recent years, driven by the increasing demand for cost-effective solutions to manage customer interactions. This market encompasses a range of services outsourced by organizations to third-party service providers for handling customer inquiries, sales, technical support, and other communication channels. The outsourcing of call and contact center operations enables businesses to focus on core competencies while leveraging specialized expertise and resources to enhance customer satisfaction and operational efficiency.

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.

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Growth Factors:

Several factors contribute to the growth of the Call and Contact Center Outsourcing Market. One significant factor is the globalization of businesses, which has led to an expansion of customer bases across geographies, necessitating scalable and multilingual customer support solutions. Moreover, advancements in technology, such as artificial intelligence (AI), chatbots, and cloud-based communication platforms, have transformed the capabilities of outsourced call and contact centers, enabling them to deliver personalized and efficient customer service. Additionally, the increasing emphasis on enhancing customer experience and the rising adoption of omnichannel communication strategies drive the demand for outsourced contact center services.

Region Insights:

The Call and Contact Center Outsourcing Market exhibit regional variations in terms of market size, growth rate, and key players. North America dominates the market due to the presence of a large number of established outsourcing firms, technological advancements, and a mature business environment. Europe follows closely, driven by the increasing adoption of outsourcing by industries such as retail, healthcare, and BFSI (banking, financial services, and insurance). Asia Pacific emerges as a significant growth region, fueled by the availability of a skilled workforce, cost advantages, and the rapid expansion of industries in emerging economies such as India, the Philippines, and Malaysia.

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 efficiency remains a primary driver, as outsourcing enables businesses to reduce operational costs associated with infrastructure, staffing, and technology investments. Moreover, outsourcing provides access to specialized skills and expertise, allowing organizations to leverage best practices and industry knowledge for improved service delivery. The growing complexity of customer inquiries and the need for 24/7 support further drive the demand for outsourced call and contact center services. Additionally, strategic partnerships between outsourcing providers and businesses facilitate innovation and the adoption of emerging technologies, driving market growth.

Opportunities:

The Call and Contact Center Outsourcing Market presents various opportunities for both service providers and businesses. Expansion into emerging markets offers a significant growth opportunity, as businesses seek to capitalize on the growing consumer base and cost advantages in regions such as Asia Pacific, Latin America, and the Middle East. Furthermore, the increasing demand for omnichannel customer support presents opportunities for outsourcing firms to offer integrated solutions that cater to diverse communication channels, including voice, email, chat, and social media. Additionally, the rising focus on data analytics and AI-driven insights creates opportunities for outsourcing providers to offer advanced analytics and automation solutions for enhanced customer engagement and operational efficiency.

Challenges:

Despite the growth prospects, the Call and Contact Center Outsourcing Market faces several challenges. Data security and privacy concerns remain paramount, particularly with the outsourcing of sensitive customer information. Ensuring compliance with data protection regulations such as GDPR (General Data Protection Regulation) poses challenges for outsourcing providers operating in multiple jurisdictions. Additionally, maintaining service quality and consistency across geographies and time zones can be challenging, necessitating robust processes and quality assurance measures. Moreover, the evolving regulatory landscape and geopolitical uncertainties may impact outsourcing decisions and pose risks to business continuity. Furthermore, the commoditization of outsourcing services and price pressure from competitors compel providers to differentiate through innovation and value-added services to sustain growth.

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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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