Global Technical Support Outsourcing Market 2018-2022 Market Size to grow by USD 14.19 billion between 2023-2027
According to a research report “ Global Technical Support Outsourcing Market 2018-2022 Market” by Type (Help desk, Call center ) Business Segment (Large enterprises, SMEs ) Geography (APAC, South America, Europe, North America, Middle East and Africa)- Global Forecast to 2027 published by Technavio, the market size is estimated to grow by USD 14.19 billion, at a CAGR of 7.13% during the forecast period. In today's business landscape, consumer expectations for seamless, round-the-clock services have escalated. Enterprises failing to meet these demands risk losing clients to competitors. The technical support outsourcing industry is no exception, as subpar services can lead to customer dissatisfaction and business attrition. Providing 24/7 support necessitates substantial investments, including office space, equipment, and personnel. Additionally, enterprises must allocate resources for system upgrades, employee training, and retention, as well as addressing unforeseen technical issues. These costs can mount quickly, making it crucial for businesses to consider the benefits of outsourcing technical support to specialized service providers..
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By Type, the Help desk segment is projected to dominate the market size in 2024
In the realm of business operations, a helpdesk functions as a vital support system for end-users, addressing their technical queries and issues. Helpdesk agents, who are proficient in a wide array of topics, offer guidance in troubleshooting and technology selection. Outsourcing helpdesk services for technical support enables enterprises to optimize resources, focusing on core competencies. This strategic move not only enhances employee productivity but also significantly reduces turnaround time, ensuring seamless business continuity.
By Business Segment, Large enterprises segment is expected to hold the largest market size for the year 2024
The large enterprise segment held a significant market share in the global technical support outsourcing market in 2022, and this trend is projected to continue through the forecast period. Technical support outsourcing enables large enterprises to utilize the specialized knowledge and resources of vendors, providing customer or employee assistance through advanced technological platforms. The primary driver for the growth of the large enterprise segment is the escalating demand for technical resources across various industries, including manufacturing, logistics, banking, and finance. Furthermore, the imperative for digitization is continually propelling the expansion of this segment.
APAC is forecasted to hold the largest market size by region in 2024
The Asia Pacific (APAC) region is currently the fastest-growing market for technical support outsourcing services. This trend is driven by the significant cost savings that businesses can achieve by outsourcing to APAC, particularly in terms of infrastructure costs and labor expenses. Many enterprises from the Americas and Europe, Middle East, and Africa (EMEA) regions have recognized these benefits and have outsourced their technical support services to APAC. The region's large pool of skilled and cost-effective talent, excellent service delivery capabilities, multilingual proficiency, and robust infrastructure further reinforce its position as a preferred destination for global enterprises seeking to outsource their technical support functions. The increasing demand for cost savings is a major market driver for technical support outsourcing in APAC.
The Global Technical Support Outsourcing Market 2018-2022 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:
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Research Analysis Overview
The Global Technical Support Outsourcing Market is expected to grow significantly between 2018 and 2022, driven by the increasing trend of digital transformation and the need for cost-effective ways to manage software projects and consumer technical support. With the proliferation of smart computing devices, internet services, online platforms, social media, and digital technology, businesses across industries such as eCommerce, hospitality, BFSI, and retail are increasingly relying on outsourcing technical support to manage their digital operations. Outsourcing maintenance, system upgrades, and training are common practices in this market. Outsourcing technical support allows businesses to focus on their core competencies while experts handle issues related to broken servers, digital payment systems, electronic billing, and quantum computing. Emerging technologies like artificial intelligence and machine learning are also expected to play a significant role in the growth of this market. The outsourcing of technical support is not limited to software projects alone. It extends to customer databases, office space, and user-friendly services. The market is expected to grow at a compound annual growth rate (CAGR) of over 10% during the forecast period. The increasing adoption of digital technology and the need for 24/7 support are key factors driving this growth.
Market Research Overview
The Global Technical Support Outsourcing Market is expected to grow significantly between 2018 and 2022, driven by the increasing adoption of virtual help desks, CRM systems, and a tiered staffing structure. Tier 1 staff handle initial customer interactions, while SMEs and independent software vendors rely on qualified technical support personnel for complex issues. Operating expenses, call volume, and the need for technical expertise are key factors driving the market. Initiatives, strategies, and policies around automation, app development, and outsourcing maintenance for software projects are also major growth areas. The global digital transformation, cost-effective ways to access skilled personnel, and the increasing use of smart computing devices, internet services, online platforms, social media, and digital technology are fueling demand for consumer technical support. Business plans for accessibility, employee capability, and quality control are crucial for front-end services. Technical support quality, training, system upgrades, and office space are essential considerations. The BFSI, retail, eCommerce, hospitality, and other industries rely on technical support outsourcing to manage customer databases, digital payment systems, electronic billing, and emerging technologies like quantum computing and artificial intelligence. However, outsourcing technical support also presents challenges, including financial harm from data breaches and the need for robust quality control. Training and system upgrades are ongoing requirements, as are technology awareness and employee capability. Overall, the global SME market for technical support outsourcing is expected to continue growing, with a focus on user-friendly services and the ability to handle complex technical issues.
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