Authored By: Sarah
26 Jun 2024

 Call Center Outsourcing Market Size to grow by USD 25.9 billion between 2024-2028

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 over 4.37% during the forecast period. Call center outsourcing offers organizations the opportunity to optimize their processes, boost operational efficiencies, and elevate customer experience. However, challenges such as subpar quality, escalating wage inflation, high attrition rates, and complex remote management have emerged in popular outsourcing destinations like India and the Philippines. To mitigate these issues, call center businesses are broadening their horizons by expanding into countries like Brazil, Colombia, Kenya, Egypt, and Malaysia. This strategic move aims to diversify skill sets, secure a competitive edge, and extend their geographic reach.

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 inbound call center market is experiencing significant growth due to the increasing importance of delivering exceptional customer service for businesses. Inbound call centers serve as the primary point of contact for customers, providing opportunities to address their concerns, answer queries, and manage complaints. Given the pivotal role in shaping customer perception, it's crucial that representatives are polite, knowledgeable, and well-versed in company policies. Inbound call centers offer numerous benefits, including enhancing customer loyalty, improving overall service quality, increasing operational efficiency, and delivering cost-effective support.

By Type, Inbound  segment is expected to hold the largest market size for the year 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 there will be approximately 3.6 billion 5G connections worldwide by 2025, with this number anticipated to rise.

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

The call center outsourcing market is experiencing significant growth due to businesses seeking cost savings and operational efficiency. Outsourcing call center services enables companies to focus on their core competencies while expert providers handle customer interactions. This trend is driven by advancements in technology, increasing competition, and the need for 24/7 customer support. Call center outsourcing providers offer scalable solutions, multilingual capabilities, and advanced technologies to deliver superior customer experiences.

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:

  • 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.


Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200

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