Authored By: Sarah
21 Oct 2024

Latest News: Call Center Outsourcing Market 2024-2028: North America to Lead Growth

According to a research report “Call Center Outsourcing Market” by End-user (IT and telecom, BFSI, Healthcare, Retail, Others) Type (Inbound, Outbound) Geography (North America, Europe, APAC, South America, Middle East and Africa)- Global Forecast to 2028 published by Technavio, the market size is estimated to grow by USD 25.9 billion, at a CAGR of 4.37% during the forecast period.

The growth of the call center market is primarily driven by the rise of emerging countries as popular outsourcing destinations. Companies are increasingly outsourcing to enhance process coordination and boost operational efficiency, which in turn improves customer experiences and lowers operational costs. Due to their lower operating expenses, countries like India and the Philippines are becoming attractive locations for call center businesses. Additionally, organizations are expanding their services in countries such as Brazil, Colombia, Kenya, Egypt, and Malaysia. A significant factor influencing investments in these emerging regions is the support from local governments. For example, in 2008, the Kenyan government introduced Kenya Vision 2030, aiming to create 7,500 direct jobs in the BPO sector. By establishing call center operations in new markets, companies across various sectors, including finance and healthcare, can outsource their customer service functions, further propelling growth in the call center outsourcing market during the forecast period.

Browse market data tables, figures, and in-depth TOC on “Call Center Outsourcing Market” by End-user (IT and telecom, BFSI, Healthcare, Retail, Others) Type (Inbound, Outbound) Geography (North America, Europe, APAC, South America, Middle East and Africa) Global Forecast to 2028. Download Free Sample

By End-user, the IT and telecom segment is projected to dominate the market size in 2024

The IT and telecom segment dominates the global call center outsourcing market, driven by technological innovations, significant expansion in data traffic, and escalating consumer preference for digital communication and content. The telecom services sector is poised for continuous growth with the emergence of 5G technology. Numerous telecom companies are investing heavily in 5G development and rollout. Reports project that the 5G connections will expand worldwide by 2025, with the number anticipated to rise.

North America is forecasted to hold the largest market size by region in 2024

North American call center organizations are shifting their outsourcing operations to lower-cost countries like India and the Philippines, positively impacting regional market revenue. The market is expected to grow due to increased government regulations that promote the establishment of new call centers. Many companies are focusing on expanding their operations by opening new centers or hiring additional staff to comply with evolving regulations. Various sectors, including healthcare, banking, and telecommunications, will drive the outsourcing of customer support functions to call center organizations in the region during the forecast period.

The Call Center Outsourcing Market growth and forecasting report also includes detailed analyses of the competitive landscape of the market growth and forecasting and information about 20 market companies, including:

  • 247.ai Inc.
  • Alorica Inc.
  • Atento SA
  • Bertelsmann SE and Co. KGaA
  • Computer Generated Solutions Inc.
  • Continuum Global Solutions LLC
  • Datacom Group Ltd.
  • DiRAD Technologies Inc.
  • Epicenter Technologies Pvt. Ltd.
  • Five9 Inc.
  • Helpware Inc.
  • Hinduja Global Solutions Ltd.
  • Infosys Ltd.
  • Serco Group Plc
  • StarTek Inc.
  • Sutherland Global Services Inc.
  • Tata Consultancy Services Ltd.
  • Teleperformance SE
  • Transcom Holding AB
  • XACT Acquisition LLC

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Research Analysis Overview

The call center outsourcing market is experiencing a significant shift due to technological progress and changing customer expectations. The integration of blockchain technology, automation, machine learning (ML), and digital transformation are key trends shaping the industry. These technologies enable round-the-clock operations, flexibility, and scalability, making it easier for businesses to provide customer service to a global audience. Employee satisfaction is also a critical factor in the call center outsourcing market. Subscription-based models and offshore outsourcing have become popular due to their cost savings. However, providing fundamental skills training and maintaining high levels of multilingual support and omnichannel assistance are essential to ensure customer experience. Technological advancements such as AI, data analytics, chatbots, social media, messaging apps, and instant messaging platforms are transforming the way call centers operate. These tools enable personalized customer interactions, faster response times, and improved data analysis, leading to better customer satisfaction. Moreover, the use of ML and AI in call centers is expected to increase, providing more efficient and effective customer interactions. The future of the call center outsourcing market lies in leveraging these technologies to deliver superior customer experience while ensuring employee satisfaction and flexibility.

Market Research Overview

The Call Center Outsourcing Market is experiencing significant transformation due to technological progress and shifting customer preferences. The integration of Blockchain technology, Automation, Machine Learning (ML), and Artificial Intelligence (AI) is revolutionizing the industry. Telecom and IT, Healthcare, Government and defense, and IT services are major sectors leveraging call center outsourcing for Multichannel Services, Outbound Services, and Inbound Services. Offshore, Nearshore, and Onshore outsourcing models offer Flexibility and Scalability, Round-the-Clock Operations, and cost savings. However, challenges such as Regulatory Compliance Difficulties, Absence of Control, and Barriers to Communication persist. Subscription-based models, Cloud sourcing, and Cloud-based solutions are gaining popularity. The use of Social media, Messaging apps, Chatbots, and Instant messaging platforms for customer assistance is on the rise. Omnichannel assistance, Data analytics, and Multilingual support are essential for delivering superior Customer Experience. Digital Transformation and Service Quality are key drivers, with companies investing in Skilled Labour possessing Fundamental Skills in IT and Telecom. The market's future growth depends on continuous Technological Progress and addressing the challenges of Regulatory Compliance, Employee satisfaction, and Service Quality.

Contacts

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: media@technavio.com
Website: www.technavio.com/

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