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Global Call and Contact Center Outsourcing Market to reach USD 170.98 billion by the end of 2030.

Global Call and Contact Center Outsourcing Market Size study & Forecast, by Type (Email Support, Chat Support, Voice, Other) by Outsourcing (Offshore, Onshore), by Services (Inbound Services, Outbound Services), by Enterprise Size (Large Enterprises, Small Enterprises), End Use (IT & Telecom, BFSI, Retail, Manufacturing, Healthcare, Others) and Regional Analysis, 2023-2030

Product Code: ICTICTS-60249418
Publish Date: 20-01-2024
Page: 200

Global Call and Contact Center Outsourcing Market is valued approximately at USD 85.18 billion in 2022 and is anticipated to grow with a healthy growth rate of more than 9.10% over the forecast period 2023-2030. Call and contact center outsourcing involves the delegation of customer service and communication functions to external service providers. Organizations, regardless of industry, often engage in outsourcing these operations to specialized firms that can efficiently handle a variety of tasks, such as handling customer inquiries, providing technical support, managing outbound sales calls, and offering customer assistance through multiple channels like phone, email, chat, and social media. The outsourcing of call and contact center services enables companies to leverage the expertise of dedicated professionals, access advanced technologies, and achieve cost efficiencies. Outsourcing partners are equipped with skilled agents, robust infrastructure, and streamlined processes to enhance customer experience and satisfaction. The Call and Contact Center Outsourcing market is expanding because of factors such as the Implementation of advanced technologies to ensure continuous customer service, increasing globalization of business services and increasing demand for multichannel support.

The escalating demand for multichannel support is a pivotal driver propelling the growth of the Call and Contact Center Outsourcing Market. As businesses recognize the importance of providing seamless customer experiences across various communication channels, outsourcing call and contact center services has become instrumental in meeting these evolving demands. Increasing demand for multichannel support is driving the market growth. As per Freshdesk Chat 2021 findings, a significant 79% of users opt for live chat assistance for prompt responses. Customer satisfaction rates indicate that live chat scores at 73%, surpassing email help at 61% and phone assistance at 44%. The average wait time for live chat is measured at 46 seconds. Notably, 69% of customers express a preference for interacting with a human agent during chat assistance rather than engaging with chatbots. Thus, rising demand for multichannel support is driving the market growth. In addition, increasing call volumes for businesses in the healthcare, travel, and e-commerce sectors and rising development of call centers is creating new opportunities to the market growth. However, increasing concerns over data security and privacy stifles market growth throughout the forecast period of 2023-2030.

The key regions considered for the Global Call and Contact Center Outsourcing Market study includes Asia Pacific, North America, Europe, Latin America, and Middle East & Africa. North America dominated the market in 2022 with largest market share. Biometric authentication techniques are undergoing swift evolution, forming a crucial component of security frameworks within the North American market. Companies in North America are actively exploring the integration of advanced biometric technologies, including voice identification and facial verification, to enhance the security of consumer interactions and transactions. Forecasts indicate an increased engagement of U.S. outsourcing providers in social impact operations in the coming period. Furthermore, intelligent virtual assistants, powered by artificial intelligence, are poised to play a critical role in shaping the landscape of the U.S. market. Asia Pacific is expected to grow with fastest CAGR during the forecast period. The Asia-Pacific (APAC) region has undergone remarkable growth and evolution, solidifying its status as a primary hub for call and contact center outsourcing. Within APAC, there is a notable rise in the adoption of cloud-based contact center technologies. The flexibility and cost-effectiveness inherent in cloud technology empower outsourced call and contact center companies to offer operations that are both adaptable and dynamic. The rapid expansion of the call and contact center outsourcing industry in APAC can be attributed to factors such as a sizable and highly skilled workforce, cost advantages, and a conducive business environment, collectively establishing the region as a preferred destination for call and contact center outsourcing.

Major market player included in this report are:
Atento SA
Sykes Enterprises, Incorporated
Datamark Inc.
Scicom Berhad
Firstsource Solutions Limited
Teleperformance SA
TTEC Holdings Inc.
Cisco Systems, Inc
Raya Customer Experience
Serco Group

Recent Developments in the Market:
Ø In November 2023, Amazon.com, Inc. has incorporated generative AI features into its Amazon Connect, with the objective of enhancing both employee efficiency and the overall customer service experience. This enhancement includes automated responses, intelligent recommendations for employees, and dynamic call scripting tailored for personalized interactions. These features are designed to contribute to heightened productivity within the customer service domain.
Ø In October 2023, Cisco Systems, Inc. has introduced Webex, an AI-powered tool designed to enhance contact center operations. This tool facilitates virtual assistants for streamlined work automation, real-time data for virtual guidance, and intelligent scheduling to prevent burnout. These features collectively contribute to improved interactions and elevate customer experiences within the contact center environment.

Global Call and Contact Center Outsourcing Market Report Scope:
ü Historical Data – 2020 – 2021
ü Base Year for Estimation – 2022
ü Forecast period – 2023-2030
ü Report Coverage – Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends
ü Segments Covered – Type, Outsourcing Type, Services, Enterprise Size, End-use, Region
ü Regional Scope – North America; Europe; Asia Pacific; Latin America; Middle East & Africa
ü Customization Scope – Free report customization (equivalent up to 8 analyst’s working hours) with purchase. Addition or alteration to country, regional & segment scope*

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within countries involved in the study.

The report also caters detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, it also incorporates potential opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Type:
Email Support
Chat Support
Voice
Other

By Offering:
Offshore
Onshore

By Services:
Inbound Services
Outbound Services

By Enterprise:
Small Enterprise
Large Enterprise

By End-use:
IT & Telecom
BFSI
Retail
Manufacturing
Healthcare
Others
By Region:

North America
U.S.
Canada

Europe
UK
Germany
France
Spain
Italy
ROE

Asia Pacific
China
India
Japan
Australia
South Korea
RoAPAC

Latin America
Brazil
Mexico

Middle East & Africa
Saudi Arabia
South Africa
Rest of Middle East & Africa

Chapter 1. Executive Summary
1.1. Market Snapshot
1.2. Global & Segmental Market Estimates & Forecasts, 2020-2030 (USD Billion)
1.2.1. Call and Contact Center Outsourcing Market, by region, 2020-2030 (USD Billion)
1.2.2. Call and Contact Center Outsourcing Market, by Type, 2020-2030 (USD Billion)
1.2.3. Call and Contact Center Outsourcing Market, by Outsourcing, 2020-2030 (USD Billion)
1.2.4. Call and Contact Center Outsourcing Market, by Services, 2020-2030 (USD Billion)
1.2.5. Call and Contact Center Outsourcing Market, by Enterprise Size, 2020-2030 (USD Billion)
1.2.6. Call and Contact Center Outsourcing Market, by End Use, 2020-2030 (USD Billion)
1.3. Key Trends
1.4. Estimation Methodology
1.5. Research Assumption
Chapter 2. Global Call and Contact Center Outsourcing Market Definition and Scope
2.1. Objective of the Study
2.2. Market Definition & Scope
2.2.1. Industry Evolution
2.2.2. Scope of the Study
2.3. Years Considered for the Study
2.4. Currency Conversion Rates
Chapter 3. Global Call and Contact Center Outsourcing Market Dynamics
3.1. Call and Contact Center Outsourcing Market Impact Analysis (2020-2030)
3.1.1. Market Drivers
3.1.1.1. Implementation of advanced technologies to ensure continuous customer service
3.1.1.2. Increasing globalization of business services
3.1.1.3. Increasing demand for multichannel support
3.1.2. Market Challenges
3.1.2.1. Increasing concerns for data security and privacy
3.1.3. Market Opportunities
3.1.3.1. Increasing call volumes for businesses in the healthcare, travel, and e-commerce sectors
3.1.3.2. Rising development of call centers
Chapter 4. Global Call and Contact Center Outsourcing Market: Industry Analysis
4.1. Porter’s 5 Force Model
4.1.1. Bargaining Power of Suppliers
4.1.2. Bargaining Power of Buyers
4.1.3. Threat of New Entrants
4.1.4. Threat of Substitutes
4.1.5. Competitive Rivalry
4.2. Porter’s 5 Force Impact Analysis
4.3. PEST Analysis
4.3.1. Political
4.3.2. Economic
4.3.3. Social
4.3.4. Technological
4.3.5. Environmental
4.3.6. Legal
4.4. Top investment opportunity
4.5. Top winning strategies
4.6. COVID-19 Impact Analysis
4.7. Disruptive Trends
4.8. Industry Expert Perspective
4.9. Analyst Recommendation & Conclusion
Chapter 5. Global Call and Contact Center Outsourcing Market, by Type
5.1. Market Snapshot
5.2. Global Call and Contact Center Outsourcing Market by Type, Performance – Potential Analysis
5.3. Global Call and Contact Center Outsourcing Market Estimates & Forecasts by Type 2020-2030 (USD Billion)
5.4. Call and Contact Center Outsourcing Market, Sub Segment Analysis
5.4.1. Email Support
5.4.2. Chat Support
5.4.3. Voice
5.4.4. Other
Chapter 6. Global Call and Contact Center Outsourcing Market, by Outsourcing
6.1. Market Snapshot
6.2. Global Call and Contact Center Outsourcing Market by Outsourcing, Performance – Potential Analysis
6.3. Global Call and Contact Center Outsourcing Market Estimates & Forecasts by Outsourcing 2020-2030 (USD Billion)
6.4. Call and Contact Center Outsourcing Market, Sub Segment Analysis
6.4.1. Offshore
6.4.2. Onshore
Chapter 7. Global Call and Contact Center Outsourcing Market, by Services
7.1. Market Snapshot
7.2. Global Call and Contact Center Outsourcing Market by Services, Performance – Potential Analysis
7.3. Global Call and Contact Center Outsourcing Market Estimates & Forecasts by Services 2020-2030 (USD Billion)
7.4. Call and Contact Center Outsourcing Market, Sub Segment Analysis
7.4.1. Inbound Services
7.4.2. Outbound Services
Chapter 8. Global Call and Contact Center Outsourcing Market, by Enterprise Size
8.1. Market Snapshot
8.2. Global Call and Contact Center Outsourcing Market by Enterprise Size, Performance – Potential Analysis
8.3. Global Call and Contact Center Outsourcing Market Estimates & Forecasts by Enterprise Size 2020-2030 (USD Billion)
8.4. Call and Contact Center Outsourcing Market, Sub Segment Analysis
8.4.1. Large Enterprises
8.4.2. Small Enterprises
Chapter 9. Global Call and Contact Center Outsourcing Market, by End use
9.1. Market Snapshot
9.2. Global Call and Contact Center Outsourcing Market by End Use, Performance – Potential Analysis
9.3. Global Call and Contact Center Outsourcing Market Estimates & Forecasts by End-use 2020-2030 (USD Billion)
9.4. Call and Contact Center Outsourcing Market, Sub Segment Analysis
9.4.1. IT & Telecom
9.4.2. BFSI
9.4.3. Retail
9.4.4. Manufacturing
9.4.5. Healthcare
9.4.6. Others
Chapter 10. Global Call and Contact Center Outsourcing Market, Regional Analysis
10.1. Top Leading Countries
10.2. Top Emerging Countries
10.3. Call and Contact Center Outsourcing Market, Regional Market Snapshot
10.4. North America Call and Contact Center Outsourcing Market
10.4.1. U.S. Call and Contact Center Outsourcing Market
10.4.1.1. Type breakdown estimates & forecasts, 2020-2030
10.4.1.2. Outsourcing breakdown estimates & forecasts, 2020-2030
10.4.1.3. Services breakdown estimates & forecasts, 2020-2030
10.4.1.4. Enterprise Size breakdown estimates & forecasts, 2020-2030
10.4.1.5. End Use breakdown estimates & forecasts, 2020-2030
10.4.2. Canada Call and Contact Center Outsourcing Market
10.5. Europe Call and Contact Center Outsourcing Market Snapshot
10.5.1. U.K. Call and Contact Center Outsourcing Market
10.5.2. Germany Call and Contact Center Outsourcing Market
10.5.3. France Call and Contact Center Outsourcing Market
10.5.4. Spain Call and Contact Center Outsourcing Market
10.5.5. Italy Call and Contact Center Outsourcing Market
10.5.6. Rest of Europe Call and Contact Center Outsourcing Market
10.6. Asia-Pacific Call and Contact Center Outsourcing Market Snapshot
10.6.1. China Call and Contact Center Outsourcing Market
10.6.2. India Call and Contact Center Outsourcing Market
10.6.3. Japan Call and Contact Center Outsourcing Market
10.6.4. Australia Call and Contact Center Outsourcing Market
10.6.5. South Korea Call and Contact Center Outsourcing Market
10.6.6. Rest of Asia Pacific Call and Contact Center Outsourcing Market
10.7. Latin America Call and Contact Center Outsourcing Market Snapshot
10.7.1. Brazil Call and Contact Center Outsourcing Market
10.7.2. Mexico Call and Contact Center Outsourcing Market
10.8. Middle East & Africa Call and Contact Center Outsourcing Market
10.8.1. Saudi Arabia Call and Contact Center Outsourcing Market
10.8.2. South Africa Call and Contact Center Outsourcing Market
10.8.3. Rest of Middle East & Africa Call and Contact Center Outsourcing Market

Chapter 11. Competitive Intelligence
11.1. Key Company SWOT Analysis
11.1.1. Company 1
11.1.2. Company 2
11.1.3. Company 3
11.2. Top Market Strategies
11.3. Company Profiles
11.3.1. Atento SA
11.3.1.1. Key Information
11.3.1.2. Overview
11.3.1.3. Financial (Subject to Data Availability)
11.3.1.4. Product Summary
11.3.1.5. Recent Developments
11.3.2. Sykes Enterprises, Incorporated
11.3.3. Datamark Inc.
11.3.4. Scicom Berhad
11.3.5. Firstsource Solutions Limited
11.3.6. Teleperformance SA
11.3.7. TTEC Holdings Inc.
11.3.8. Cisco Systems, Inc
11.3.9. Raya Customer Experience
11.3.10. Serco Group
Chapter 12. Research Process
12.1. Research Process
12.1.1. Data Mining
12.1.2. Analysis
12.1.3. Market Estimation
12.1.4. Validation
12.1.5. Publishing
12.2. Research Attributes
12.3. Research Assumption

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Market driving trends and favorable economic conditions
Restraints and challenges that are expected to be encountered during the forecast period.
Anticipated opportunities for growth and development
Technological advancements and projected developments in the market
Consumer spending trends and dynamics
Shifts in consumer preferences and behaviors.
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Regulatory landscape and expected changes or developments.
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