Market Overview:
The global call center outsourcing market is expected to grow at a CAGR of 7.5% from 2018 to 2030. The growth in the market can be attributed to the increasing demand for customer services and the need for cost-effective solutions. In terms of type, the inbound call services segment is expected to dominate the market during the forecast period, owing to its ability to provide round-the-clock customer support. By application, BFSI is expected to be one of the fastest growing segments during the forecast period, owing to an increase in demand for contact center services from banks and other financial institutions.
Product Definition:
Inbound Call Services:
Inbound call services are the set of rules and guidelines that help agents to handle customer queries effectively. These services are designed keeping in mind the benefits offered to both, the agent as well as, customers. The primary benefit is that it reduces operational costs for businesses by delivering high-quality service at a low price with increased productivity.
The major drivers responsible for market growth include increasing adoption of cloud-based solutions.
Outbound Call Services:
Outbound call services are the set of rules and guidelines which are followed by the Call Center to handle customer queries. It is a collection of processes, systems, and software that helps agents in handling outbound calls to customers from a business application. These services include training & support for using applications along with tools that help agents in managing calls more efficiently.
Application Insights:
The BFSI application segment accounted for the largest market share in 2017 and is projected to expand at a CAGR of XX% over the forecast period. The growth can be attributed to increasing demand for customer service representatives from various financial institutions, payment gateways, e-commerce companies and other businesses operating in the banking, financial services & insurance sector.
The retail segment is expected to register a notable CAGR over the forecast period owing to rising consumer preference for online shopping coupled with growing adoption of digital technologies such as social media marketing and analytics tools by retailers globally. Furthermore, outsourcing centers provide flexible working hours along with 24*7 availability which enables retailers to serve their customers efficiently across different time zones without having any restrictions on holidays or weekends. This factor is anticipated to fuel industry expansion during the estimated time frame.
Regional Analysis:
North America dominated the global market in 2017. The growth of this region can be attributed to the increasing outsourcing of customer service activities to countries such as India and Philippines. Asia Pacific is expected to witness significant growth over the forecast period owing to an increase in demand for cost-effective services. Moreover, companies are focusing on reducing their costs by offshoring some or all of their call center operations. This will lead them to outsource these operations either globally or within individual businesses, thereby driving regional market growth over the next eight years.
The Middle East & Africa (MEA) region is projected to exhibit a high CAGR due its growing economy and increased adoption of advanced technologies such as voice recognition systems and artificial intelligence (AI). Additionally, MEA governments are encouraging foreign investment through tax benefits and other incentives which will drive regional market development over the forecast period.
Growth Factors:
- Increased demand for customer service and support: The growth of e-commerce has led to increased customer service demands, as online shoppers need assistance with issues such as returns, shipping, and product inquiries. This has driven the demand for call center outsourcing services.
- Rising labor costs in developed countries: The cost of labor in developed countries is rising, making it increasingly expensive to operate a call center domestically. Call center outsourcing providers can offer lower rates due to their lower overhead costs.
- Availability of skilled labor in developing countries: A large pool of skilled English-speaking workers is available in many developing countries, making it possible for call centers outsourced to these locations to provide high-quality customer service at a low cost.
- Advancements in technology: Advances in technology have made it easier for companies to outsource their call centers overseas while still maintaining control over operations via remote monitoring tools and other technologies that allow managers to track agent performance and quality assurance metrics from afar . 5) Growth of the BPO industry: The global business process outsourcing (BPO) industry is growing rapidly, providing a larger market for call center outsourcing providers
Scope Of The Report
Report Attributes
Report Details
Report Title
Call Center Outsourcing Market Research Report
By Type
Inbound Call Services, Outbound Call Services, Others
By Application
BFSI, Retail, Government, IT & Telecommunication, Defense Aerospace & Intelligence, Manufacturing
By Companies
Xerox Corporation, IBM Global Services, CGS, Datamark, Inc., Infinit Contact, Five9, Runway, Invensis, Infinit-O, PSI, Sitel Worldwide Corporation
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
178
Number of Tables & Figures
125
Customization Available
Yes, the report can be customized as per your need.
Global Call Center Outsourcing Market Report Segments:
The global Call Center Outsourcing market is segmented on the basis of:
Types
Inbound Call Services, Outbound Call Services, Others
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
BFSI, Retail, Government, IT & Telecommunication, Defense Aerospace & Intelligence, Manufacturing
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Xerox Corporation
- IBM Global Services
- CGS
- Datamark, Inc.
- Infinit Contact
- Five9
- Runway
- Invensis
- Infinit-O
- PSI
- Sitel Worldwide Corporation
Highlights of The Call Center Outsourcing Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Inbound Call Services
- Outbound Call Services
- Others
- By Application:
- BFSI
- Retail
- Government
- IT & Telecommunication
- Defense Aerospace & Intelligence
- Manufacturing
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Call Center Outsourcing Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Call center outsourcing is the process of contracting with a third-party company to provide customer service for a business. This can be done through an online portal, or by phone. Outsourcing call center services can save businesses money on employee costs, and allow them to focus on their core business operations.
Some of the major players in the call center outsourcing market are Xerox Corporation, IBM Global Services, CGS, Datamark, Inc., Infinit Contact, Five9, Runway, Invensis, Infinit-O, PSI, Sitel Worldwide Corporation.
The call center outsourcing market is expected to register a CAGR of 7.5%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Call Center Outsourcing Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Call Center Outsourcing Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Call Center Outsourcing Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Call Center Outsourcing Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Call Center Outsourcing Market Size & Forecast, 2020-2028
4.5.1 Call Center Outsourcing Market Size and Y-o-Y Growth
4.5.2 Call Center Outsourcing Market Absolute $ Opportunity
Chapter 5 Global Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Market Size Forecast by Type
5.2.1 Inbound Call Services
5.2.2 Outbound Call Services
5.2.3 Others
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Market Size Forecast by Applications
6.2.1 BFSI
6.2.2 Retail
6.2.3 Government
6.2.4 IT & Telecommunication
6.2.5 Defense Aerospace & Intelligence
6.2.6 Manufacturing
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Call Center Outsourcing Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Call Center Outsourcing Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Analysis and Forecast
9.1 Introduction
9.2 North America Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Market Size Forecast by Type
9.6.1 Inbound Call Services
9.6.2 Outbound Call Services
9.6.3 Others
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Market Size Forecast by Applications
9.10.1 BFSI
9.10.2 Retail
9.10.3 Government
9.10.4 IT & Telecommunication
9.10.5 Defense Aerospace & Intelligence
9.10.6 Manufacturing
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Analysis and Forecast
10.1 Introduction
10.2 Europe Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Market Size Forecast by Type
10.6.1 Inbound Call Services
10.6.2 Outbound Call Services
10.6.3 Others
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Market Size Forecast by Applications
10.10.1 BFSI
10.10.2 Retail
10.10.3 Government
10.10.4 IT & Telecommunication
10.10.5 Defense Aerospace & Intelligence
10.10.6 Manufacturing
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Market Size Forecast by Type
11.6.1 Inbound Call Services
11.6.2 Outbound Call Services
11.6.3 Others
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Market Size Forecast by Applications
11.10.1 BFSI
11.10.2 Retail
11.10.3 Government
11.10.4 IT & Telecommunication
11.10.5 Defense Aerospace & Intelligence
11.10.6 Manufacturing
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Analysis and Forecast
12.1 Introduction
12.2 Latin America Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Market Size Forecast by Type
12.6.1 Inbound Call Services
12.6.2 Outbound Call Services
12.6.3 Others
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Market Size Forecast by Applications
12.10.1 BFSI
12.10.2 Retail
12.10.3 Government
12.10.4 IT & Telecommunication
12.10.5 Defense Aerospace & Intelligence
12.10.6 Manufacturing
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Market Size Forecast by Type
13.6.1 Inbound Call Services
13.6.2 Outbound Call Services
13.6.3 Others
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Market Size Forecast by Applications
13.10.1 BFSI
13.10.2 Retail
13.10.3 Government
13.10.4 IT & Telecommunication
13.10.5 Defense Aerospace & Intelligence
13.10.6 Manufacturing
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Call Center Outsourcing Market: Competitive Dashboard
14.2 Global Call Center Outsourcing Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Xerox Corporation
14.3.2 IBM Global Services
14.3.3 CGS
14.3.4 Datamark, Inc.
14.3.5 Infinit Contact
14.3.6 Five9
14.3.7 Runway
14.3.8 Invensis
14.3.9 Infinit-O
14.3.10 PSI
14.3.11 Sitel Worldwide Corporation
