Call And Contact Center Outsourcing Market Size, Share & Trends Analysis Report By Type (Email Support, Chat Support, Voice), By Outsourcing Type, By Service, By Enterprise Size, By End-use, By Region, And Segment Forecasts, 2024 - 2030

Market Size & Trends

The global call and contact center outsourcing market size was estimated at USD 92.93 billion in 2023 and is expected to grow at a compound annual growth rate (CAGR) of 9.1% from 2024 to 2030.The market plays an important role in improving customer experience by providing personalized interactions, rapid issue resolution, and proactive engagement with customers. With the proliferation of call and contact center outsourcing services companies are realizing the essential need to provide unparalleled client experiences to foster brand loyalty and obtain an edge over competitors. Due to social media's increasing significance, businesses are being compelled to expand their customer support competencies to major social networks such as Instagram, Facebook, LinkedIn, and Twitter among others. Call and contact center outsourcing incorporating solutions that allow them to monitor and connect with customers on social media in real-time, resolving problems and feedback.

The use of subscription-based models for contact center services is gaining traction. This flexible approach enables firms to have access to advanced features and technology without making major upfront capital investments. Subscription models are scalable, cost-predictable, and match the financial plans of many enterprises. Identifying the immediate positive impact of employee satisfaction on customer service, firms are investing in training courses and technologies that improve call and contact center skills and well-being. Improved customer experience leads to improved work satisfaction, decreased unemployment, and enhanced client interactions.

The proliferating trend of implementing data analytics for obtaining useful insights from consumer interactions is shaping the global market. Analytics technologies are used in call and contact centers to enhance awareness of consumer behavior, choices, and pain points. Automated call routing and interactive voice response (IVR) systems are increasingly utilizing voice recognition technology. Voice analytics systems examine recorded conversations to derive key conclusions from consumer interactions.The continuous growth of technology provides an opportunity for outsourcing companies to implement new solutions such as AI-powered virtual assistants, chatbots, and cloud-based contact center solutions.

Market Concentration & Characteristics

The market growth stage is moderate, and the pace of the market growth is accelerating. The global market is growing substantially in terms of market size and worldwide penetration. The growing need for seamless customer experiences has prompted enterprises to broaden call and contact center operations across the globe, tapping into a variety of industries. The transition from single channel to omnichannel consumer involvement has been an essential characteristic of the global market.

Globalization of company processes has aided in the expansion of call and contact outsourcing centers, prompting the implementation of multinational and culturally sensitive support services for customers. The increased use of Artificial Intelligence (AI), Machine Learning (ML), and automation is projected to improve operational efficiency and cut costs. The combination of augmented reality and virtual reality technology has the potential to improve customer service by offering realistic and engaging experiences.

The expanding number of call and contact center outsourcing providers has resulted in substantial competition, putting pricing demands on providers and compelling suppliers to differentiate themself through extra services. This competitive environment makes it difficult for established and new entrants to sustain competitiveness and acquire long-term contracts. Moreover, some organizations are bringing customer support functions in-house to gain higher personal influence over the customer experience. The shift presents a challenge for outsourcing providers that must develop differentiated value propositions and educate consumers on the positive aspects of outsourcing, particularly in terms of lowering expenses and increasing productivity.

Blockchain technology is expected to improve security and transparency in outsourcing companies in the projected period. Furthermore, during the anticipated period, call and contact center outsourcing providers aim to explore approaches to expand into emerging markets. Call and contact center outsourcing providers will proactively penetrate emerging regions as firms seek economic options and untapped skill resources. This shift will help to accelerate the worldwide expansion of call and contact center outsourcing services by allowing providers to serve a broader range of clients and sectors.

End-use Insights

The healthcare segment accounted for largest market share around 25% in 2023.The dominance of the healthcare global market is further strengthened by using advanced technologies in outsourcing operations. Outsourcing contact centers are playing a key in facilitating online consultations, booking appointments, and post-consultation support. The outsourcing operations will increasingly focus on proactive health education programs. In the anticipated period, call and contact center agents will be more educated to deliver vital health information, preventive care recommendations, and lifestyle assistance, contributing to a more integrated and proactive approach to medical communication. Telehealth services will be substantially expanded in the forecasted period of healthcare outsourcing.

The BFSI segment is projected to witness the fastest CAGR over the forecast period.BFSI outsourcing has witnessed the integration of advanced analytics to acquire deeper insights into consumer patterns and market conditions. Analytics-driven decision-making improves risk management, cross-selling opportunities, and the production of tailored financial services, placing BFSI firms economically stable. Call and contact center outsourcing partners aid the BFSI sector's complete digital transformation by enabling seamless interactions across various online platforms. The future of BFSI outsourcing is predicted to witness a boom in AI-driven solutions and chatbots. These technologies will improve customer interactions, automate mundane tasks, and provide real-time assistance.

Regional Insights

North America dominated the market and accounted for around 30% share in 2023. Biometric authentication techniques are evolving rapidly, constituting an integral part of the security structures in the North America market. North American companies aim to employ innovative biometric technologies, such as voice identification and facial verification, to improve the security of consumer interactions and transactions. U.S. outsourcing providers is anticipated to get more involved in social impact operations in the forecasted period. Intelligent virtual assistants driven by AI will play a critical in the U.S. market.

Asia Pacific is anticipated to witness significant growth in this market. The Asia-Pacific (APAC) area has experienced exponential growth and transformation, developing the region as the main hub for call and contact center outsourcing. In APAC, cloud-based contact center technologies are gaining traction. Cloud technology's adaptability, and cost-effectiveness enable call and contact center outsourced companies to provide flexible and adaptable operations. The APAC call and contact center outsourcing business has grown rapidly with a huge and highly qualified worker pool, cost benefits, and an ideal business climate have all contributed to the region's growing prominence as a preferred call and contact center outsourcing location.

Type Insights

Voice segment accounted for the largest market share around 30% in 2023. The voice segment growth can be attributed to the implementation of voice biometrics and safe authentication procedures in voice-enabled transactions handle security problems while maintaining customer data privacy. Integrating such secure phone solutions helps outsourcing firms meet regulatory standards while also creating trust in clients and end users. In the call and contact center outsourcing sector, voice technology has emerged as a disruptive factor, altering how firms communicate with consumers and manage their operations. With advanced voice recognition technologies and AI-powered artificially intelligent assistants, voice solution integration has become an essential objective for outsourcing providers seeking to provide superior consumer experiences.

The chat support segment growth can be attributed to the trend toward remote and flexible working hours changing the method by which customer support is delivered. Increasing advanced AI-powered chatbots, predictive analysis and processing of natural language are expected to improve the productivity and intelligence of customer interactions in the forecasted period. The emphasis on decision-making based on data in the call and contact center outsourcing operations is shaping the future of chat assistance. Modern chat support is aimed to include improved self-service features, allowing customers to find solutions privately using intelligent chat interfaces such visual interactions, personalized recommendations, and intuitive search among others.

Outsourcing Type Insights

Onshore segment accounted for the largest market share around 58.0% in 2023. Onshore call and contact outsourcing centers have adapted to the expansion of remote work by embracing technology to promote seamless communication and service levels. The incorporation of analytics will allow onshore vendors to make decisions based on information, boosting flexibility in operations and service quality. AI-powered chatbots, voice analytics, and automation applications are being used to optimize operations and eliminate response times. In the forecasted period as data security concerns evolve, onshore market will be shaped by stringent cybersecurity safeguards and an ongoing commitment to data privacy.

Offshore segment is expected to register the fastest CAGR during the forecast period. Call and contact center outsourcing offshore providers are investing in training programs, advances in technology, and procedures to ensure that consumer engagements are individualized, efficient, and in line with evolving client demands. Businesses use qualified individuals in offshore regions where labor costs are generally lower, resulting in significant operational savings. The upcoming years of offshore call and contact center outsourcing is anticipated an increasing incorporation of automation technologies such as AI-powered chatbots, robotic process automation (RPA), predictive analytics, and machine learning (ML). This shift aims to improve operational effectiveness, streamline repetitive tasks, and cut expenses.

Service Insights

Inbound services segment accounted for the largest market share around 60% in 2023. Inbound services are driven by the capacity to manage client contacts efficiently across multiple channels. Efficient skills-based routing indicates that client requests are routed to the most skilled agents, reducing resolution times and improving overall service quality. The potential of a call or contact center outsourcing to fix customer issues during the initial engagement is measured by first-contact resolution (FCR), which is prompting the market growth of the inbound call and contact center outsourcing market. Advanced analytics are being used in call and contact centers to obtain useful insights from customer data. These insights will be used to inform customized interactions, allowing agents to have more relevant conversations based on an in-depth knowledge of each customer's historical events, tastes, and opinions.

The outbound services segment is projected to witness the fastest CAGR over the forecast period. Outbound services gain from data-driven segmentation, which allows firms to identify clients based on behaviors, demographics, or purchasing history. Personalized communications specific to client segments increase engagement and response rates. Implementing quality assurance methods in outbound services, such as call surveillance and inspections for compliance, reduces the risk of regulatory infringement. Furthermore, outbound services contribute to all stages of the client lifecycle, from onboarding to after-purchase assistance. Regular check-ins, updates on products, and personalized offers increase customer loyalty and help with long-term retention in call and content center outbound services.

Enterprise Size Insights

Large enterprises segment accounted for the largest market share around 60% in 2023. The incorporation of augmented reality (AR) and visuals in call and contact center outsourcing is going to be more widespread as technology advances. Large organizations will use these technologies to provide visual assistance to clients, educate customers through technical processes, and improve the entire support experience. Large firms aim to invest in increased training programs for outsourcing partners, emphasizing the value of skilled agents in providing high-quality customer support. The use of artificial intelligence, machine learning, and automated processes will be fully integrated in the forecasted period to improve operational efficiency, enhance customer experiences, and accelerate development in dealings with customers.

The small enterprises segment is projected to witness fastest CAGR over the forecast period. Data analytics will continue to be an important component for small enterprises in this market. The introduction of analytics tools into outsourcing services enables small businesses to get valuable insights about the customer behaviors and expectations. Specialized outsourced partners, equipped with industry-specific training and technology, contribute to the execution of customer-centric initiatives that relate to the company's idea of small businesses. It is crucial to have a qualified employees in providing high-quality customer support, small businesses anticipate investing in increased training programs for call and contact center outsourcing partners in the forecasted period.

Key Companies & Market Share Insights

Some of the key players operating in the market include Concentrix; Wipro; Capgemini; and Infosys BPM among others.

• Concentrix, an international business services provider, specializes in end-to-end client engagement and call center outsourcing solutions. It offers a wide range of services, such as inbound and outbound customer support, multichannel customer interaction, technical assistance, and omnichannel solutions designed to satisfy the changing needs of modern businesses

• Wipro is a consulting and BPO service provider that focuses on customer experience services, including inbound and outbound services, technical help, digital customer interaction, and specific to-industry outsourcing services. The company aims to provide seamless and tailored client encounters across several touchpoints

• Raya Customer Experience and Webhelp are some of the emerging market participants in the call and contact center outsourcing market.

• Raya Customer Experience is a BPO service provider that offers a wide range of BPO services such as call and contact outsourcing services, customer interactions, inbound and outbound services, and technical assistance across various industries such as healthcare, telecom, BFSI, and e-commerce, among others

• Webhelp is a provider of end-to-end customer engagement services, which includes call and contact center outsourcing services. To enhance operational efficiency, the organization offers expertise in automation, artificial intelligence (AI), chatbots, and data analytics

Recent Developments

• In November 2023, Amazon.com, Inc. added generative AI features to its Amazon Connect, which aimed to improve employee efficiency and customer service experience. This advancement comprises computerized responses, smart recommendations for employees, and dynamic call scripting for individualized encounters, which aid in enhancing productivity

• In October 2023, Cisco Systems, Inc launched Webex an AI-powered tool to improve contact center operations. It aids in virtual assistants for work automation, real-time data for virtual guidance, to enhance interactions, and smart scheduling to prevent burnout, resulting in improved customer experiences

• In June 2022, Intermedia.net, Inc. launched contact center AI driven analysis which aimed to offer business insights from customer engagement. Intermedia.net, Inc.’s interaction analytics and its Artificial Intelligence engine can illustrate effective business insights from patterns within huge volumes of customer calls

Call and Contact Center Outsourcing Market Report Scope

Global Call and Contact Center Outsourcing Market Report Segmentation

This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2018 to 2030. For this study, Grand View Research has segmented the global call and contact center outsourcing market report based on type, outsourcing type, services, enterprise size, end-use, and region:

• Type Outlook (Revenue, USD Billion, 2018 - 2030)

  • Email Support

  • Chat Support

  • Voice

  • Other

• Outsourcing Type Outlook (Revenue, USD Billion, 2018 - 2030)

  • Offshore

  • Onshore

• Services Outlook (Revenue, USD Billion, 2018 - 2030)

  • Inbound Services

  • Outbound Services

• Enterprise Size Outlook (Revenue, USD Billion, 2018 - 2030)

  • Large Enterprises

  • Small Enterprises

• End-use Outlook (Revenue, USD Billion, 2018 - 2030)

  • IT & Telecom

  • BFSI

  • Retail

  • Manufacturing

  • Healthcare

  • Others

• Regional Outlook (Revenue, USD Billion, 2018 - 2030)

  • North America

    • U.S.

    • Canada

  • Europe

    • Germany

    • UK

    • France

    • Italy

    • Spain

  • Asia Pacific

    • China

    • Japan

    • India

    • South Korea

    • Australia

  • Latin America

    • Brazil

    • Mexico

    • Argentina

  • Middle East and Africa (MEA)

    • UAE

    • Saudi Arabia

    • South Africa