Call Center Outsourcing Market Report Overview

The report provides an analysis of both the current and future conditions in the Call Center Outsourcing market, delivering valuable insights and the latest information across essential segments. Within the context of the Call Center Outsourcing market, the study covers crucial research areas like revenue generation, sales, and overall income. In order to offer a thorough evaluation, the report presents two distinct scenarios that encompass the entire range of the Call Center Outsourcing market, including the projected Call Center Outsourcing sales during the forecast period.

The Call Center Outsourcing Market size is valued at USD 105.50 Billion in 2023 and is forecast to grow at a CAGR of 7.3% from 2024 to 2030, reaching nearly USD 172.77 Billion.

Call Center Outsourcing Market Report Scope and Research Methodology

The primary goal of the Call Center Outsourcing market report is to offer a comprehensive analysis using clear and straightforward language. The study encompasses all the prominent companies and key aspects within the Call Center Outsourcing market, evaluating various measures like volume, share, growth, and strategies. This research not only assists established businesses in refining their operational plans but also provides future entrants with strategic recommendations. MMR's research undertakes a thorough exploration of the Call Center Outsourcing market, highlighting the foremost global companies based on metrics such as volume, share, strategies, and growth. The report further supplies strategies applicable to both existing industry participants and prospective Call Center Outsourcing market entrants. Moreover, the global report for the Call Center Outsourcing market presents a meticulous breakdown of regional share distribution, accompanied by an examination of growth drivers in those specific regions.

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Call Center Outsourcing Market Regional Insights

North America, South America, Europe, Asia-Pacific, Middle East and Africa and South America are the five geographic regions that provides complete analysis for the investment and future growth. The Call Center Outsourcing Market is led by North America market. Asia Pacific region is forecasted to be largest region for Call Center Outsourcing Market in the forecast period 2024-2030.

North America: North America is the largest region for Call Center Outsourcing Market in 2023 with share of over 32%. The United States has been both a source and a destination for call center outsourcing. While companies in North America often outsource to countries with lower labor costs, there is also a significant domestic call center outsourcing market.

Asia Pacific: Asia Pacific is the second largest region for Call Center Outsourcing Market with share of over 30% in the global market share. The Asia-Pacific region has been a major hub for call center outsourcing in India, the Philippines and Malaysia being popular destinations. These countries have a large English-speaking workforce, cost advantages and well-established outsourcing industries.

Call Center Outsourcing Market Segmentation

by Type

Inbound
Outbound

Call Center Outsourcing Market is segmented into Inbound and Outbound. The inbound call center segment is the larger segment for 70% of the market share. Inbound call centers are more common than outbound call centers. Inbound call centers are used by businesses to handle customer inquiries and requests which is a necessary function for most businesses. Outbound call centers are used by businesses to make sales calls or conduct surveys which are not as common functions.

by Service Type

Voice support
Email support
Chat support
Social media support
Video support

the Call Center Outsourcing Market is segmented into Voice support, Email support, Chat support, Social media support and Video support. Voice support is the most popular service type because it is the most traditional and widely used method of customer support. Voice support allows businesses to interact with customers in real time and resolve issues quickly and efficiently. Email support is the second most popular service type because it is a convenient way for customers to contact businesses with questions or concerns. Chat support is the third most popular service type because it is a more interactive and immediate way for customers to contact businesses than email support.

by Enterprise Size

Large enterprises
SMEs
Startups

the Call Center Outsourcing Market is segmented as Large enterprises, SMEs and Startups. Large enterprises are the major users of call center outsourcing services, followed by SMEs. Large enterprises typically outsource their call center operations to third-party providers in order to improve the quality of their customer service and reduce costs. SMEs typically outsource their call center operations to third-party providers in order to gain access to specialized expertise and resources that they may not be able to afford to develop in-house.

by Vertical

BFSI
IT and telecom
Healthcare
Retail
Manufacturing
Others

the Call Center Outsourcing Market is segmented as BFSI, IT and telecom, Healthcare, Retail, Manufacturing and Others. BFSI is the largest vertical for call center outsourcing followed by IT and telecom. BFSI companies typically outsource their call center operations to third-party providers in order to improve the quality of their customer service and reduce costs. IT and telecom companies typically outsource their call center operations to third-party providers in order to gain access to specialized expertise and resources that they may not be able to afford to develop in house.

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Call Center Outsourcing Market Key Players

1. Teleperformance
2. Convergys
3. Sitel
4. Alorica
5. TTEC Holdings
6. Sykes Enterprises
7. Arvato
8. HCL Technologies
9. Wipro Limited
10. Conduent
11. Hinduja Global Solutions
12. Genpact
13. Capgemini
14. TeleTech Holdings
15. VXI Global Solutions
16. Transcom
17. Accenture
18. Sutherland Global Services
19. ibex
20. Startek
21. EXL Service
22. NTT DATA
23. Cognizant
24. Serco Group
25. Firstsource Solutions
26. Infosys BPM
27. Atento
28. Webhelp
29. Teleperformance D.I.B.S.
30. Quess Corp

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Key Offerings:

Past Market Size and Competitive Landscape (2017 to 2021)
Past Pricing and price curve by region (2017 to 2021)
Market Size, Share, Size Forecast by different segment | 2024−2030
Market Dynamics – Growth Drivers, Restraints, Opportunities, and Key Trends by region
Market Segmentation – A detailed analysis by segments and their sub-segments
Competitive Landscape – Profiles of selected key players by region from a strategic perspective
Competitive landscape – Market Leaders, Market Followers, Regional player
Competitive benchmarking of key players by region
PESTLE Analysis
PORTER’s analysis
Value chain and supply chain analysis
Legal Aspects of business by region
Lucrative business opportunities with SWOT analysis
Recommendations
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