Call And Contact Center Outsourcing Market to Reach $163.86 Billion By 2030

Call And Contact Center Outsourcing Market Growth & Trends

The global call and contact center outsourcing market size is anticipated to reach USD 163.86 billion by 2030 and it is projected to grow at a CAGR of 9.1% from 2024 to 2030, according to a new study by Grand View Research Inc. The expansion of the call and contact center outsourcing sector is directly related to ongoing advancements in technology. To improve the effectiveness and productivity of client contacts, outsourcing companies are seeking to incorporate emerging technologies such as artificial intelligence (AI), predictive maintenance, blockchain technology, chatbots, and advanced data analysis. These technological advancements aid in the improvement of service quality and client retention in the global market. The emphasis on providing helpful client experiences is promoting growth in the market operations.

Adding on, call and contact center outsourcing companies are taking a more client-centric approach, aligning their strategy with increasing customer expectations. This emphasis on customer satisfaction adds to client retention, beneficial word-of-mouth, and an improved competitive edge in the market.

The rising emphasis on consumer self-service portals is a prominent trend. Businesses are using self-service options such as knowledge bases, FAQs, and engaging portals to empower customers to find solutions on their own without any assistance. This feature not only minimizes the volume of inbound requests but also equates with a tech-savvy client base's demand for self-service. The incorporation of artificial intelligence (AI) is a key trend transforming the landscape of call and contact center outsourcing. For instance, chatbots and virtual assistants are increasingly being used to address routine requests, optimize interactions with customers, and improve efficiency in operations. Natural language processing (NLP) capabilities enable these AI systems to have more advanced and context-aware interactions, resulting in higher customer satisfaction.

An increasing value is being set on offering a seamless multichannel customer experience. Customers nowadays anticipate consistent interactions through a variety of channels, including emails, phone calls, live chat, social media, and chatbots among others. Service providers in the market are using omnichannel solutions to ensure a consistent customer experience regardless of communication channel, resulting in increased customer satisfaction and commitment.

Customers' service quality expectations have risen in response to growing competition. To meet customer objectives, constant expenditures in training, technology, and process optimization are being incurred. Failure to consistently provide high-quality service may result in client discontent and negatively influence the outsourced provider's reputation. Hence, call and contact center outsourcing firms aim to increasingly focus on competence in delivering industry-specific solutions. Customized products suited to the specific demands and regulatory requirements of various industries, such as telecom, healthcare, finance, or e-commerce, will provide a competitive advantage.

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Call And Contact Center Outsourcing Market Report Highlights

• Based on type, chat support segment is expected to register the fastest CAGR of around 10% over the forecast period.Chat support segment is an essential component of omnichannel solutions, and chatbots and systems driven by AI contribute to adaptability by allowing businesses to handle an increased amount of inquiries without enduring in proportion rises in operational costs

• Based on the outsourcing type, offshore segment is expected to register the fastest CAGR of around 9.5% over the forecast period. One of the key driving factors for offshore call and contact center outsourcing is the significant price reduction it delivers. Companies take advantage of cheaper labor costs in offshore sites, reducing operational costs while maintaining service quality

• Based on the services, the outbound services segment is expected to register the fastest CAGR of around 10% over the forecast period. Outbound services segment is anticipated to be highly transformed by automation, Machine Learning (ML), and Artificial Intelligence (AI). Moreover, call tracking will be evaluated regularly to make data-driven adjustments that ensure optimal advertising efficiency and client retention

• Based on enterprise size, small enterprises segment is expected to register the fastest CAGR of around 10% over the forecast period. Outsourcing partners play a significant in assisting small businesses in implementing customer-centric initiatives. Cloud-based solutions and online call and contact center platforms will allow small enterprises to gain access to a worldwide pool of skilled workers, nurturing a distributed workforce capable of providing high-quality customer service

• Based on the end use, the BFSI segment is expected to register the fastest CAGR of around 10.5% over the forecast period. The future of the BFSI segment is predicted to include an increased emphasis on multichannel customer engagement. Insights based on data will allow BFSI outsourced partners to anticipate client demands, customize product offers, and increase chances for upselling and cross-selling

• The Asia Pacific region is expected to register the fastest CAGR of around 12% over the forecast period. APAC is heavily involved in digital transformation activities, with both governments and companies investing in technological development and uptake. The region's economic stability and regular growth add to its potential for call and contact center outsourcing

Call And Contact Center Outsourcing Market Segmentation

Grand View Research has segmented the global call and contact center outsourcing market based on type, outsourcing type, services, enterprise size, end-use, and region:

Call And Contact Center Outsourcing Type Outlook (Revenue, USD Billion, 2018 - 2030)

• Email Support

• Chat Support

• Voice

• Others

Call And Contact Center Outsourcing Outsourcing Type Outlook (Revenue, USD Billion, 2018 - 2030)

• Offshore

• Onshore

Call And Contact Center Outsourcing Services Outlook (Revenue, USD Billion, 2018 - 2030)

• Inbound Services

• Outbound Services

Call And Contact Center Outsourcing Enterprise Size Outlook (Revenue, USD Billion, 2018 - 2030)

• Large Enterprises

• Small Enterprises

Call And Contact Center Outsourcing End-use Outlook (Revenue, USD Billion, 2018 - 2030)

• IT & Telecom

• BFSI

• Retail

• Manufacturing

• Healthcare

• Others

Call And Contact Center Outsourcing Regional Outlook (Revenue, USD Billion, 2018 - 2030)

• North America

  • U.S.

  • Canada

• Europe

  • UK

  • Germany

  • France

  • Italy

  • Spain

• Asia Pacific

  • China

  • India

  • Japan

  • Australia

  • South Korea

• Latin America

  • Brazil

  • Mexico

  • Argentina

• Middle East and Africa

  • UAE

  • Saudi Arabia

  • South Africa

Key Players in the Call And Contact Center Outsourcing Market

• Alorica, Inc.

• Arvato

• Concentrix

• Capgemini

• CGS Inc

• DATAMARK Inc.

• Infosys BPM

• Konecta Group

• Raya Customer Experience

• SCICOM (MSC) BERHAD

• SERCO GROUP

• Teleperformance

• TTEC

• Webhelp

• Wipro