The Call Center Outsourcing Market is poised for substantial expansion between 2025 and 2029, driven by cost optimization strategies and the globalization of customer support functions. Emerging economies are increasingly favored for their skilled labor and cost efficiency.The market size is forecast to increase by USD 26.3 billion during 2024–2029, progressing at a CAGR of 4.3%. For more details about the industry, get the PDF sample report for free
A major driver for the Call Center Outsourcing Market is the rise of emerging destinations like India, the Philippines, and Eastern Europe. These regions attract outsourcing due to their large, English-speaking workforce and lower operational costs. Businesses are increasingly turning to these markets to boost efficiency while maintaining high service standards.
A prominent trend is the surge in mergers, acquisitions, and strategic partnerships, indicating a shift towards industry consolidation. For example, in May 2023, Atento expanded into Iloilo, Philippines, capitalizing on a rich talent pool. Additionally, tech integration—like predictive analytics and AI-powered contact centers—is streamlining service delivery and elevating customer experience.
The Call Center Outsourcing Market is expanding rapidly due to the rising demand for scalable and efficient customer service and technical support operations across diverse industries. Outsourcing providers offer a variety of contact center and outsourcing services, including inbound calls, outbound calls, and multichannel support. Core offerings like voice support, chat support, email support, and social media integrations allow businesses to maintain constant customer interaction across platforms. Modern call handling strategies focus on enhancing customer support, maximizing customer retention, and boosting engagement through upselling strategies and cross-selling. Advanced cloud platform deployments and CRM integration enable seamless omnichannel support, while backend functions like back-office support, help desk, and service desk remain essential for operational completeness.
By End-user:
IT and Telecom
BFSI
Healthcare
Retail
Others
By Type:
Technical Support Services
Customer Support Services
Telemarketing Services
Others
By Deployment:
Onshore Outsourcing
Offshore Outsourcing
Nearshore Outsourcing
By Organization Size:
Small and Medium Enterprises (SMEs)
Large Enterprises
The IT and telecom segment is the dominant contributor and is expected to maintain its lead throughout the forecast period. With telecom companies investing heavily in 5G infrastructure, demand for customer support services is surging. In 2019, this segment was valued at USD 36.6 billion and is experiencing steady growth, driven by automation, speech recognition, and the increasing need for efficient customer communication solutions.
Analyst insight suggests that technological innovation and the rising digital footprint of telecom firms are reinforcing the segment's prominence in the outsourcing market.
North America (US, Canada)
Europe (Germany, Italy, Poland, UK)
APAC (China, India, Philippines, Vietnam)
Middle East and Africa (UAE)
South America (Argentina, Brazil)
Rest of World (ROW)
North America is forecast to contribute 41% to global market growth from 2025 to 2029. This region’s maturity, coupled with robust compliance frameworks and increased demand for customer satisfaction metrics like QA and CSAT, positions it as a key growth driver.
Companies in North America are increasingly adopting offshore and nearshore models to maintain cost efficiency. Additionally, work-from-home agents and multi-site centers are being embraced for flexibility and business continuity.
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One of the primary challenges is the rising cost of outsourcing services. Traditional outsourcing hubs like India are facing increased labor costs, which are being passed on to clients. Moreover, high attrition rates, employee burnout, and the complexity of managing remote agents affect operational stability.
To mitigate these challenges, companies are adopting advanced technologies like speech recognition, virtual call centers, and predictive analytics to improve workforce productivity and retention.
Outsourced contact centers now place significant emphasis on customer engagement and satisfaction by leveraging technologies like IVR systems, call routing, and call scripting to optimize every interaction. CX advisory services are becoming a strategic differentiator, helping clients fine-tune customer experience (CX) journeys. To improve service quality, providers focus on quality assurance, agent training, speech analytics, and call analytics to extract valuable insights from customer interactions. Additionally, queue management, workforce management, and performance monitoring tools streamline operations. Customer feedback loops and data collected through live chat and virtual agents are critical for continuous improvement. With increasing global reach, multilingual support and remote support are indispensable, especially in regions with diverse linguistic needs.
Technological innovation continues to reshape the call center outsourcing landscape. The integration of AI chatbots, data analytics, and virtual agents is revolutionizing traditional support models by providing round-the-clock service while reducing human workload. Companies are investing heavily in speech analytics and performance monitoring to evaluate and refine agent performance and interaction quality. Telemarketing services are also seeing renewed interest, especially in B2B sectors, while collection services play a vital role in financial verticals. The emphasis on customer satisfaction and operational agility is pushing organizations to adopt sophisticated call routing and IVR systems, supported by intelligent queue management. As the market matures, the focus is shifting toward building sustainable partnerships that blend AI-driven tools, multichannel support, and high-touch agent training to deliver consistent, quality customer experiences.
Leading companies are strengthening their market positions through AI integration, strategic alliances, and geographic expansion:
Tech Mahindra launched 'Mahindra Connect', an AI-driven contact center solution.
Tata Consultancy Services (TCS) partnered with IBM to deploy cloud-based contact center solutions.
Concentrix acquired TeleDirect for USD 150 million to enhance its multilingual support capabilities.
The Indian government’s Digital India Campaign 3.0 aims to boost call center services in tier 2 and 3 cities, opening new growth avenues.
Key Companies
The competitive landscape includes a mix of global BPO leaders and niche players:
247.ai Inc.
Alorica Inc.
Atento SA
Infosys Ltd.
Serco Group Plc
Tata Consultancy Services Ltd.
Teleperformance SE
Concentrix
Five9 Inc.
Sutherland Global Services Inc.
These firms differentiate through innovation, multilingual capabilities, and global reach. For instance, Concentrix’s acquisition of TeleDirect and TCS’s IBM alliance reflect strategic investments aimed at portfolio diversification and market penetration.
Executive Summary
Market Landscape
Market Sizing
Historic Market Size
Five Forces Analysis
Market Segmentation
6.1 End-user
6.1.1 IT and Telecom
6.1.2 BFSI
6.1.3 Healthcare
6.1.4 Retail
6.1.5 Others
6.2 Type
6.2.1 Technical Support Services
6.2.2 Customer Support Services
6.2.3 Telemarketing Services
6.2.4 Others
6.3 Deployment
6.3.1 Onshore Outsourcing
6.3.2 Offshore Outsourcing
6.3.3 Nearshore Outsourcing
6.4 Organization Size
6.4.1 Small and Medium Enterprises (SMEs)
6.4.2 Large Enterprises
6.5 Geography
6.5.1 North America
6.5.2 APAC
6.5.3 Europe
6.5.4 South America
6.5.5 Middle East and Africa
6.5.6 Rest of World (ROW)
Customer Landscape
Geographic Landscape
Drivers, Challenges, and Trends
Company Landscape
Company Analysis
Appendix
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