Call and Contact Center Outsourcing Market Size, Share, Report 2033

The global call and contact center outsourcing market size was estimated at USD 94.02 billion in 2023, expanding at a CAGR of 9.12% from 2024 to 2033.

Call and Contact Center Outsourcing Market Size 2024 to 2033

Key Points

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.

The Call and Contact Center Outsourcing Market has witnessed significant growth in recent years, driven by the increasing demand from businesses to enhance customer experience while reducing operational costs. This market encompasses the outsourcing of call and contact center services to third-party service providers, who handle customer inquiries, support, sales, and other interactions on behalf of client companies. The outsourcing of these services enables businesses to leverage specialized expertise, technology, and resources, thereby focusing on core activities and improving efficiency.

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.

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Growth Factors:

Several factors contribute to the growth of the Call and Contact Center Outsourcing Market. Firstly, the rising emphasis on delivering exceptional customer experiences has prompted organizations to partner with outsourcing vendors possessing the necessary skills and technology to meet evolving customer expectations. Additionally, the globalization of businesses has fueled the demand for multilingual and culturally sensitive customer support services, which outsourcing providers can efficiently deliver. Moreover, advancements in technology, including artificial intelligence (AI), automation, and analytics, have enabled outsourced call and contact centers to offer more personalized and efficient services, further driving market growth.

Region Insights:

The Call and Contact Center Outsourcing Market exhibits a global presence, with key regions including North America, Europe, Asia Pacific, Latin America, and the Middle East and Africa. North America holds a significant share of the market, driven by the presence of large enterprises and the adoption of advanced customer engagement technologies. Meanwhile, Asia Pacific is witnessing rapid growth due to the availability of skilled labor, cost advantages, and increasing outsourcing activities from industries such as IT, telecommunications, and e-commerce. Europe also presents substantial opportunities, particularly in countries like the UK, Germany, and France, where businesses seek to optimize costs and improve service quality through outsourcing partnerships.

Call and Contact Center Outsourcing Market Scope

Report Coverage	Details
Growth Rate from 2024 to 2033	CAGR of 9.12%
Global Market Size in 2023	USD 94.02 Billion
Global Market Size by 2033	USD 225.04 Billion
U.S. Market Size in 2023	USD 21.06 Billion
U.S. Market Size by 2033	USD 50.41 Billion
Base Year	2023
Forecast Period	2024 to 2033
Segments Covered	By Type, By Outsourcing Type, and By Services
Regions Covered	North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa

Call and Contact Center Outsourcing Market Dynamics

Drivers:

Several drivers fuel the growth of the Call and Contact Center Outsourcing Market. Cost reduction remains a primary driver for businesses, as outsourcing call and contact center operations can result in significant savings on infrastructure, labor, and overhead costs. Additionally, outsourcing allows companies to access a larger talent pool with specialized skills, thereby improving service quality and efficiency. Furthermore, the scalability and flexibility offered by outsourcing vendors enable businesses to adapt quickly to fluctuating demand, seasonal peaks, or unforeseen events, enhancing operational agility.

Opportunities:

The Call and Contact Center Outsourcing Market presents numerous opportunities for both outsourcing providers and client organizations. With the increasing integration of advanced technologies such as AI, chatbots, and speech analytics, outsourced call and contact centers can offer innovative solutions for customer engagement and problem resolution. Moreover, the expansion of outsourcing services beyond traditional voice-based interactions to include digital channels such as email, chat, and social media presents new avenues for growth. Furthermore, the emergence of specialized outsourcing niches, such as healthcare, finance, and retail, opens up opportunities for providers to cater to specific industry needs with tailored solutions.

Challenges:

Despite the growth prospects, the Call and Contact Center Outsourcing Market faces several challenges. One such challenge is data security and privacy concerns, particularly with the handling of sensitive customer information. Compliance with regulations such as GDPR in Europe and CCPA in California adds complexity to outsourcing arrangements, requiring providers to implement robust security measures and data protection practices. Additionally, maintaining consistent service quality across geographically dispersed operations can be challenging, requiring effective management and oversight from both outsourcing vendors and client organizations. Moreover, the increasing trend towards insourcing certain customer service functions and the potential for negative publicity related to offshore outsourcing practices pose challenges to market growth.

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.