Call and Contact Center Outsourcing Market Size, Growth Report 2033

The global call and contact center outsourcing market size accounted for USD 94.02 billion in 2023 and is anticipated to surpass around USD 225.04 billion by 2033, expanding at a CAGR of 9.12% from 2024 to 2033.

Key Takeaways

North America has generated more than 32% of market share in 2023.
Asia-Pacific is estimated to expand the fastest CAGR between 2024 and 2033.
By type, the voice segment has captured the highest market share of 31% in 2023.
By outsourcing type, the onshore segment generated over 59% of market share in 2023.
By outsourcing type, the offshore segment is expected to expand at the fastest CAGR over the projected period.
By service, the inbound services segment generated over 61% of market share in 2023.
By service, the outbound services segment is expected to expand at the fastest CAGR over the projected period.

Call and Contact Center Outsourcing Market Size 2024 to 2033

The Call and Contact Center Outsourcing Market has emerged as a critical component of business operations, providing companies with the opportunity to efficiently manage customer interactions while focusing on core competencies. This market encompasses the outsourcing of various customer service functions, including inbound and outbound call handling, email support, chat support, and social media management, among others. Outsourcing these services enables companies to access specialized expertise, reduce operational costs, and improve overall customer satisfaction.

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Growth Factors:

Several factors are driving the growth of the Call and Contact Center Outsourcing Market. Firstly, the increasing complexity of customer inquiries and the need for multichannel support have led companies to seek specialized outsourcing partners capable of delivering seamless customer experiences across various platforms. Additionally, the globalization of businesses has fueled the demand for outsourced call and contact center services to support customers in different time zones and languages. Furthermore, advancements in technology, such as artificial intelligence (AI) and automation, are transforming call center operations, enabling outsourced service providers to offer more efficient and personalized solutions to clients.

Call and Contact Center Outsourcing Market Data and Statistics

According to Freshdesk Chat's 2021 findings, 79% of users prefer receiving live chat assistance for swift responses. Customer satisfaction rates are notably higher for live chat assistance, standing at 73%, compared to 61% for email help and 44% for phone assistance. The average wait time for live chat assistance is reported to be just 46 seconds. Additionally, 69% of customers express a preference for interacting with human agents rather than chatbots during chat assistance.
In May 2023, the Iloilo Business Park, spanning 72 hectares in the Mandurriao District of Iloilo province and city, welcomed Atento, a business process outsourcing (BPO) company, as it launched its first call center in the Philippines at the location.
In April 2023, NobelBiz, a telecom and software provider catering to contact centers, expanded its cloud contact center omnichannel ecosystem, introducing OMNI+ Awaken Scripting—a user-friendly and adaptable scripting tool—as part of this expansion.

Region Insights: The Call and Contact Center Outsourcing Market exhibit regional variations influenced by factors such as economic conditions, labor costs, and regulatory environments. Asia Pacific, particularly countries like India and the Philippines, has emerged as a prominent outsourcing destination due to its large pool of skilled labor, cost-effectiveness, and English proficiency. North America and Europe also represent significant market regions, driven by the demand for high-quality customer support services and the need to reduce operational expenses.

Call and Contact Center Outsourcing Market Dynamics

Drivers: Several drivers contribute to the expansion of the Call and Contact Center Outsourcing Market. Cost reduction remains a primary motivation for companies to outsource customer service functions, as outsourcing allows them to benefit from lower labor costs in offshore locations. Moreover, outsourcing enables companies to scale their customer support operations quickly in response to fluctuating demand without incurring significant overhead costs. Additionally, outsourcing partners often possess specialized expertise and technology infrastructure, allowing companies to leverage advanced capabilities without heavy upfront investments.

Opportunities: The Call and Contact Center Outsourcing Market presents numerous opportunities for outsourcing providers and client companies alike. Outsourcing firms can capitalize on the growing demand for value-added services such as analytics, automation, and omnichannel support to differentiate themselves in the market. Furthermore, expanding into emerging markets and diversifying service offerings can help outsourcing providers capture new revenue streams. For client companies, partnering with experienced outsourcing providers offers the opportunity to enhance operational efficiency, focus on core competencies, and gain access to cutting-edge technologies and best practices.

Challenges: Despite its growth prospects, the Call and Contact Center Outsourcing Market faces several challenges that could impact its trajectory. One significant challenge is data security and privacy concerns, particularly in light of increasingly stringent regulations such as the General Data Protection Regulation (GDPR). Maintaining consistent quality standards across geographically dispersed operations can also be challenging for outsourcing providers, requiring robust monitoring and quality assurance mechanisms. Additionally, cultural and language barriers may pose communication challenges, impacting the effectiveness of outsourced customer interactions. Furthermore, the rise of automation and AI technologies raises questions about the future role of human agents in call and contact center operations, necessitating careful workforce management strategies.

Recent Developments

In April 2023, Decipher Health Records Inc., an Indian firm, announced plans to establish a new healthcare call center in Guyana, aiming to generate around 300 job opportunities upon full operation. The Guyana Office for Investment and the government's investment arm signed a memorandum of understanding (MoU) to facilitate this initiative, with Decipher Health Records actively pursuing potential sites for the call center's setup.
During the same month, Teckinfo Solutions Pvt. Ltd., a renowned software company specializing in call/contact center solutions, launched its latest product, ID Cloud - Premium Contact Centre Software. This cloud-based platform caters to organizations of all sizes, offering seamless client engagement across different business scales while freeing up valuable IT resources.
In May 2023, Atento, a prominent business process outsourcing (BPO) company, inaugurated its inaugural call center in the Philippines at the Iloilo Business Park in the Mandurriao District of Iloilo province and city, marking its entry into the Philippine market.