The size of the global call center outsourcing market was anticipated to be USD 248.96 billion in 2021, USD 270.76 billion in 2022, and USD 416.12 billion in 2027 at a CAGR of 8.93%.
Contact Center Outsourcing Market Outlook 2031
- The value of the global contact center outsourcing market in 2021 was US$ 91.54 Bn.
- It is anticipate to expand at a CAGR of 5.2% between 2022 and 2031.
- By the end of 2031, the market for call center outsourcing is anticipate to reach US$ 150.34 Bn.
Market Overview for Call Center Outsourcing
Customer service-relate tasks are outsource to a specialize external third-party provider through a process call call center outsourcing (BPO).The contact center outsourcing sector has experienced phenomenal growth as a result of information technology advancements over the past two decades. Because it helps businesses to meet their customer support needs for their customers at a reduced cost by using the services of third parties based in distant areas.
By the year 2025, there will be 3.6 billion 5G connections, and by the year 2027, there will be 4.4 billion.
To concentrate on their core services, telecom and IT companies outsource their customer contact management duties to call center companies.
Greater Growth Prospects for Market Participants
Since 2019, there has been a sharp increase in demand for onshore call centers and high-quality customer support.
Additionally, due to difficulties in the U.S. labor market, nearshore outsourcing is in high demand.
- According to estimates from the United States, 164 contact centers launched or expanded in 2019, adding 58,575 employment to the nation.
- Due to a rise in demand for onshore contact centers. BT Group and Vodafone returned the customer contact center to the UK.
- In 2021, 37% of new outsourcing contracts required an onshore U.S. call center. Therefore 43% of contracts required a nearshore outsourcing presence, according to the services deployed.
As a result, the industry is becoming more and more attractive. Consequently, as more BPOs concentrate on onshore and nearshore outsourcing prospects.
Important Trends in the Global Outsourcing of Contact Centers
- Clients of Grupo include fast-growing companies in industries including telecommunications, fintech, and retail & e-commerce.
- Fusion BPO Services announced in April 2022 that it has acquired Boomsourcing. A full-service outsourcing solution company with locations in the US, Mexico, and also the Philippines.
- Fusion’s expand worldwide reach and another capabilities are aide by the acquisition of Boomsourcing.
- Sykes Enterprises, Inc. was purchase by Sitel Group in September 2021. In order to broad its offering of customer experience (CX) products and services, and improve its digital know-how.
- With the enhanced capacity, Sitel Group is able to provide customers. With a more varied delivery mix in terms of remote work flexibility and offshore needs.
According to criteria including company overview, financial overview, business strategies, product portfolio, market segmentation, and recent advancements, each of these players has been profiled in the call center outsourcing market research.
The market for Call Center Outsourcing: Trends and Issues
The market is categorize by CallcenterBD Research as being part of the information technology sector.
Additionally, our research analysts have analyzed historical data to identify the major market factors. And the effects of the COVID-19 pandemic on the sector.
The levels of growth for the project year will be determine by external factors influencing the parent market’s potential for growth in the ensuing years. While have been extensively explore in our research paper.
Further, the market is fiercely competitive, with enterprises of all sizes fighting for market monopolization, including big, medium, and small organizations.
The market’s active manufacturers’ significant progress in a number of areas, including product breakthroughs and will fuel the expansion even more.
Market for Contact Center Outsourcing Worldwide
Attribute
Detail
Market Size Value in 2021
US$ 91.54 Bn
Market Forecast Value in 2031
US$ 150.34 Bn
Growth Rate
(CAGR) 5.2%
Forecast Period
2022–2031
Historical Data Available for
2016–2020
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Frequently Asked Questions !
How much is the global call center outsourcing market expected to be worth?
Accordingly, the global call center outsourcing market would be worth $248.96 billion by 2021.
What is the global call center outsourcing market's growth rate?
Correspondingly, the global call center outsourcing market is expected to reach $416.12 billion in value by 2027, growing at an 8.9% CAGR.
How big is the market for call center outsourcing expected to be globally?
By 2027, it is anticipated that the global market for call center outsourcing would be valued at $416.12 billion.
Who are the leading businesses in the market for call center outsourcing globally?
Accenture, Atento SA, Bertelsmann SE & Co. KGaA, Capgemini, Cognizant, Go4Customer, HCL Technologies, Hinduja Global Solutions Ltd. And Infosys are important players in the global call center outsourcing market.