Market Overview:
The global helpdesk outsourcing market is expected to grow at a CAGR of 7.5% during the forecast period from 2018 to 2030. The market growth can be attributed to the increasing demand for technical helpdesk support services across different industries and regions. The market is segmented on the basis of type, application, and region. On the basis of type, the global helpdesk outsourcing market is segmented into Outsourcing Level 1, Outsourcing Level 2, and Technical Helpdesk Support Services. Outsourcing Level 1 dominates the global helpdesk outsourcing market with a share of more than 60%. This can be attributed to its low cost and easy implementation as compared to other types of outsourced services.
Product Definition:
The term helpdesk outsourcing generally refers to the process of hiring an external organization to provide helpdesk services. This can include anything from providing technical support for a company's products or services, to handling customer service inquiries. Helpdesk outsourcing can be an important part of a company's overall strategy for improving its customer service operations. By bringing in outside expertise, companies can often improve the quality and speed of their help desk response times, while also freeing up internal resources to focus on other important tasks.
Outsourcing Level 1:
Outsourcing level 1 is the first phase of outsourcing. It's a process where an organization contracts another company for various IT-related services and solutions. Outsourcing level 1 can be used by any industry, size or sector to improve operational efficiency, customer satisfaction and productivity along with reducing costs.
Outsourcing Level 2:
Outsourcing level 2 is also known as virtual outsourcing. It's a model where companies outsource their non-core tasks to another company that can perform the task more efficiently and cost-effectively than the original provider. Outsourcing level 2 is different from outsourcing level 1 in that instead of procuring services for a specific project, companies opt for continuous service delivery.
Application Insights:
The automotive application segment accounted for the largest market share in 2017 and is projected to grow at a significant rate over the forecast period. The growth of this segment can be attributed to increasing demand for helpdesk solutions from automobile manufacturers as they face an increase in support calls regarding software/hardware issues. Furthermore, rising number of vehicle thefts globally has increased security concerns among consumers, which also fuels the need for helpdesk outsourcing services.
The consumer goods application segment is expected to register a notable CAGR over the forecast period owing to high product launches by major players such as Samsung and Apple Inc., which require constant customer support. Moreover, technological advancements in smartphones have increased customer dependency on mobile phones; therefore, companies are increasingly deploying helpdesk professionals who can assist customers with their queries regarding mobile phones or tablets remotely via online chat or phone call.
Regional Analysis:
North America dominated the global helpdesk outsourcing market in 2017. North America is home to several prominent players such as DXC Technology Company; Cognizant; and The Advisory Board Company, Inc. Furthermore, these companies are also involved in strategic initiatives such as expansion of their offices and presence across the region or mergers & acquisitions that would help them deliver a better customer experience.
Asia Pacific is expected to emerge as the fastest growing regional market over the forecast period owing to increasing demand for assistance from end users coupled with rising penetration of advanced technologies within various sectors including IT & telecom services industry. Additionally, developing countries like India have been witnessing an increase in demand for customer service support due to rapid growth of BFSI sector which includes banking services (bank accounts), insurance policies (life/health), etc.
Growth Factors:
- Increased demand for helpdesk outsourcing services from small and medium-sized businesses (SMBs) due to the growing complexity of IT infrastructure and the need for cost-effective solutions.
- The increasing trend of Bring Your Own Device (BYOD) in organizations, which has led to an increase in the number of helpdesk tickets related to device support and troubleshooting.
- The proliferation of cloud computing and big data technologies, which has resulted in a surge in the demand for helpdesk outsourcing services that can provide expert support for these technologies.
- The rising popularity of managed service providers (MSPs), who are increasingly offering helpdesk outsourcing services as part of their portfolio offerings.
- The increasing use of social media channels by customers for contacting customer support, which has led to a corresponding increase in the demand for social media monitoring and engagement services from helpdesks outsourced to third-party providers
Scope Of The Report
Report Attributes
Report Details
Report Title
Helpdesk Outsourcing Market Research Report
By Type
Outsourcing Level 1, Outsourcing Level 2, Technical Helpdesk Support Services
By Application
Automotive, Consumer Goods, IT, Telecommunication, Oil & Gas, Others
By Companies
Qcom Outsourcing, ABS, ActivSupport, CGS, 4Results, Adaptive, AlfaVox, Batyckie Centrum Biznesu, Business Support Solution, Call Center Inter Galatica
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
230
Number of Tables & Figures
161
Customization Available
Yes, the report can be customized as per your need.
Global Helpdesk Outsourcing Market Report Segments:
The global Helpdesk Outsourcing market is segmented on the basis of:
Types
Outsourcing Level 1, Outsourcing Level 2, Technical Helpdesk Support Services
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
Automotive, Consumer Goods, IT, Telecommunication, Oil & Gas, Others
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:
- Qcom Outsourcing
- ABS
- ActivSupport
- CGS
- 4Results
- Adaptive
- AlfaVox
- Batyckie Centrum Biznesu
- Business Support Solution
- Call Center Inter Galatica
Highlights of The Helpdesk 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:
- Outsourcing Level 1
- Outsourcing Level 2
- Technical Helpdesk Support Services
- By Application:
- Automotive
- Consumer Goods
- IT
- Telecommunication
- Oil & Gas
- Others
- 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 Helpdesk 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?
Helpdesk outsourcing is the process of contracting a third-party company to provide customer service support for your organization. This service can be provided through telephone, chat, or email support. Helpdesk outsourcing can save you time and money by freeing up your employees to focus on more important tasks.
Some of the major players in the helpdesk outsourcing market are Qcom Outsourcing, ABS, ActivSupport, CGS, 4Results, Adaptive, AlfaVox, Batyckie Centrum Biznesu, Business Support Solution, Call Center Inter Galatica.
The helpdesk outsourcing market is expected to register a CAGR of 7.5%.
1. Executive Summary
2. Assumptions and Acronyms Used
3. Research Methodology
4. Helpdesk Outsourcing Market Overview
4.1. Introduction
4.1.1. Market Taxonomy
4.1.2. Market Definition
4.2. Macro-Economic Factors
4.2.1. Industry Outlook
4.3. Helpdesk Outsourcing Market Dynamics
4.3.1. Market Drivers
4.3.2. Market Restraints
4.3.3. Opportunity
4.3.4. Market Trends
4.4. Helpdesk Outsourcing Market - Supply Chain
4.5. Global Helpdesk Outsourcing Market Forecast
4.5.1. Helpdesk Outsourcing Market Size (US$ Mn) and Y-o-Y Growth
4.5.2. Helpdesk Outsourcing Market Size (000 Units) and Y-o-Y Growth
4.5.3. Helpdesk Outsourcing Market Absolute $ Opportunity
5. Global Helpdesk Outsourcing Market Analysis and Forecast by Type
5.1. Market Trends
5.2. Introduction
5.2.1. Basis Point Share (BPS) Analysis by Type
5.2.2. Y-o-Y Growth Projections by Type
5.3. Helpdesk Outsourcing Market Size and Volume Forecast by Type
5.3.1. Outsourcing Level 1
5.3.2. Outsourcing Level 2
5.3.3. Technical Helpdesk Support Services
5.4. Absolute $ Opportunity Assessment by Type
5.5. Market Attractiveness/Growth Potential Analysis by Type
6. Global Helpdesk Outsourcing Market Analysis and Forecast by Application
6.1. Market Trends
6.2. Introduction
6.2.1. Basis Point Share (BPS) Analysis by Application
6.2.2. Y-o-Y Growth Projections by Application
6.3. Helpdesk Outsourcing Market Size and Volume Forecast by Application
6.3.1. Automotive
6.3.2. Consumer Goods
6.3.3. IT
6.3.4. Telecommunication
6.3.5. Oil & Gas
6.3.6. Others
6.4. Absolute $ Opportunity Assessment by Application
6.5. Market Attractiveness/Growth Potential Analysis by Application
7. Global Helpdesk Outsourcing Market Analysis and Forecast by Sales Channel
7.1. Market Trends
7.2. Introduction
7.2.1. Basis Point Share (BPS) Analysis by Sales Channel
7.2.2. Y-o-Y Growth Projections by Sales Channel
7.3. Helpdesk Outsourcing Market Size and Volume Forecast by Sales Channel
7.3.1. Manufacturer/Distributor/Service Provider
7.3.2. Aftermarket
7.4. Absolute $ Opportunity Assessment by Sales Channel
7.5. Market Attractiveness/Growth Potential Analysis by Sales Channel
8. Global Helpdesk Outsourcing Market Analysis and Forecast by Region
8.1. Market Trends
8.2. Introduction
8.2.1. Basis Point Share (BPS) Analysis by Region
8.2.2. Y-o-Y Growth Projections by Region
8.3. Helpdesk Outsourcing Market Size and Volume Forecast by Region
8.3.1. North America
8.3.2. Latin America
8.3.3. Europe
8.3.4. Asia Pacific
8.3.5. Middle East and Africa (MEA)
8.4. Absolute $ Opportunity Assessment by Region
8.5. Market Attractiveness/Growth Potential Analysis by Region
8.6. Global Helpdesk Outsourcing Demand Share Forecast, 2019-2029
9. North America Helpdesk Outsourcing Market Analysis and Forecast
9.1. Introduction
9.1.1. Basis Point Share (BPS) Analysis by Country
9.1.2. Y-o-Y Growth Projections by Country
9.2. North America Helpdesk Outsourcing Market Size and Volume Forecast by Country
9.2.1. U.S.
9.2.2. Canada
9.3. Absolute $ Opportunity Assessment by Country
9.4. North America Helpdesk Outsourcing Market Size and Volume Forecast by Application
9.4.1. Automotive
9.4.2. Consumer Goods
9.4.3. IT
9.4.4. Telecommunication
9.4.5. Oil & Gas
9.4.6. Others
9.5. Basis Point Share (BPS) Analysis by Application
9.6. Y-o-Y Growth Projections by Application
9.7. North America Helpdesk Outsourcing Market Size and Volume Forecast by Type
9.7.1. Outsourcing Level 1
9.7.2. Outsourcing Level 2
9.7.3. Technical Helpdesk Support Services
9.8. Basis Point Share (BPS) Analysis by Type
9.9. Y-o-Y Growth Projections by Type
9.10. Market Attractiveness/Growth Potential Analysis
9.10.1. By Country
9.10.2. By Product Type
9.10.3. By Application
9.10.4. By Sales Channel
9.11. North America Helpdesk Outsourcing Demand Share Forecast, 2019-2029
10. Latin America Helpdesk Outsourcing Market Analysis and Forecast
10.1. Introduction
10.1.1. Basis Point Share (BPS) Analysis by Country
10.1.2. Y-o-Y Growth Projections by Country
10.1.3. Latin America Average Pricing Analysis
10.2. Latin America Helpdesk Outsourcing Market Size and Volume Forecast by Country
10.2.1. Brazil
10.2.2. Mexico
10.2.3. Rest of Latin America
10.3. Absolute $ Opportunity Assessment by Country
10.4. Latin America Helpdesk Outsourcing Market Size and Volume Forecast by Application
10.4.1. Automotive
10.4.2. Consumer Goods
10.4.3. IT
10.4.4. Telecommunication
10.4.5. Oil & Gas
10.4.6. Others
10.5. Basis Point Share (BPS) Analysis by Application
10.6. Y-o-Y Growth Projections by Application
10.7. Latin America Helpdesk Outsourcing Market Size and Volume Forecast by Type
10.7.1. Outsourcing Level 1
10.7.2. Outsourcing Level 2
10.7.3. Technical Helpdesk Support Services
10.8. Basis Point Share (BPS) Analysis by Type
10.9. Y-o-Y Growth Projections by Type
10.10. Market Attractiveness/Growth Potential Analysis
10.10.1. By Country
10.10.2. By Product Type
10.10.3. By Application
10.10.4. By Sales Channel
10.11. Latin America Helpdesk Outsourcing Demand Share Forecast, 2019-2029
11. Europe Helpdesk Outsourcing Market Analysis and Forecast
11.1. Introduction
11.1.1. Basis Point Share (BPS) Analysis by Country
11.1.2. Y-o-Y Growth Projections by Country
11.1.3. Europe Average Pricing Analysis
11.2. Europe Helpdesk Outsourcing Market Size and Volume Forecast by Country
11.2.1. Germany
11.2.2. France
11.2.3. Italy
11.2.4. U.K.
11.2.5. Spain
11.2.6. Russia
11.2.7. Rest of Europe
11.3. Absolute $ Opportunity Assessment by Country
11.4. Europe Helpdesk Outsourcing Market Size and Volume Forecast by Application
11.4.1. Automotive
11.4.2. Consumer Goods
11.4.3. IT
11.4.4. Telecommunication
11.4.5. Oil & Gas
11.4.6. Others
11.5. Basis Point Share (BPS) Analysis by Application
11.6. Y-o-Y Growth Projections by Application
11.7. Europe Helpdesk Outsourcing Market Size and Volume Forecast by Type
11.7.1. Outsourcing Level 1
11.7.2. Outsourcing Level 2
11.7.3. Technical Helpdesk Support Services
11.8. Basis Point Share (BPS) Analysis by Type
11.9. Y-o-Y Growth Projections by Type
11.10. Market Attractiveness/Growth Potential Analysis
11.10.1. By Country
11.10.2. By Product Type
11.10.3. By Application
11.10.4. By Sales Channel
11.11. Europe Helpdesk Outsourcing Demand Share, 2019-2029
12. Asia Pacific Helpdesk Outsourcing Market Analysis and Forecast
12.1. Introduction
12.1.1. Basis Point Share (BPS) Analysis by Country
12.1.2. Y-o-Y Growth Projections by Country
12.1.3. Asia Pacific Average Pricing Analysis
12.2. Asia Pacific Helpdesk Outsourcing Market Size and Volume Forecast by Country
12.2.1. China
12.2.2. Japan
12.2.3. South Korea
12.2.4. India
12.2.5. Australia
12.2.6. Rest of Asia Pacific (APAC)
12.3. Absolute $ Opportunity Assessment by Country
12.4. Asia Pacific Helpdesk Outsourcing Market Size and Volume Forecast by Application
12.4.1. Automotive
12.4.2. Consumer Goods
12.4.3. IT
12.4.4. Telecommunication
12.4.5. Oil & Gas
12.4.6. Others
12.5. Basis Point Share (BPS) Analysis by Application
12.6. Y-o-Y Growth Projections by Application
12.7. Asia Pacific Helpdesk Outsourcing Market Size and Volume Forecast by Type
12.7.1. Outsourcing Level 1
12.7.2. Outsourcing Level 2
12.7.3. Technical Helpdesk Support Services
12.8. Basis Point Share (BPS) Analysis by Type
12.9. Y-o-Y Growth Projections by Type
12.10. Market Attractiveness/Growth Potential Analysis
12.10.1. By Country
12.10.2. By Product Type
12.10.3. By Application
12.10.4. By Sales Channel
12.11. Asia Pacific Helpdesk Outsourcing Demand Share, 2019-2029
13. Middle East & Africa Helpdesk Outsourcing Market Analysis and Forecast
13.1. Introduction
13.1.1. Basis Point Share (BPS) Analysis by Country
13.1.2. Y-o-Y Growth Projections by Country
13.1.3. Asia Pacific Average Pricing Analysis
13.2. Middle East & Africa Helpdesk Outsourcing Market Size and Volume 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. Absolute $ Opportunity Assessment by Country
13.4. Middle East & Africa Helpdesk Outsourcing Market Size and Volume Forecast by Application
13.4.1. Automotive
13.4.2. Consumer Goods
13.4.3. IT
13.4.4. Telecommunication
13.4.5. Oil & Gas
13.4.6. Others
13.5. Basis Point Share (BPS) Analysis by Application
13.6. Y-o-Y Growth Projections by Application
13.7. Middle East & Africa Helpdesk Outsourcing Market Size and Volume Forecast by Type
13.7.1. Outsourcing Level 1
13.7.2. Outsourcing Level 2
13.7.3. Technical Helpdesk Support Services
13.8. Basis Point Share (BPS) Analysis by Type
13.9. Y-o-Y Growth Projections by Type
13.10. Market Attractiveness/Growth Potential Analysis
13.10.1. By Country
13.10.2. By Product Type
13.10.3. By Application
13.10.4. By Sales Channel
13.11. Middle East & Africa Helpdesk Outsourcing Demand Share, 2019-2029
14. Competition Landscape
14.1. Global Helpdesk Outsourcing Market: Market Share Analysis
14.2. Helpdesk Outsourcing Distributors and Customers
14.3. Helpdesk Outsourcing Market: Competitive Dashboard
14.4. Company Profiles (Details Overview, Financials, Developments, Strategy)
14.4.1. Qcom Outsourcing
14.4.1.1. Overview
14.4.1.2. Financials
14.4.1.3. Developments
14.4.1.4. Strategic Outlook
14.4.2. ABS
14.4.2.1. Overview
14.4.2.2. Financials
14.4.2.3. Developments
14.4.2.4. Strategic Outlook
14.4.3. ActivSupport
14.4.3.1. Overview
14.4.3.2. Financials
14.4.3.3. Developments
14.4.3.4. Strategic Outlook
14.4.4. CGS
14.4.4.1. Overview
14.4.4.2. Financials
14.4.4.3. Developments
14.4.4.4. Strategic Outlook
14.4.5. 4Results
14.4.5.1. Overview
14.4.5.2. Financials
14.4.5.3. Developments
14.4.5.4. Strategic Outlook
14.4.6. Adaptive
14.4.6.1. Overview
14.4.6.2. Financials
14.4.6.3. Developments
14.4.6.4. Strategic Outlook
14.4.7. AlfaVox
14.4.7.1. Overview
14.4.7.2. Financials
14.4.7.3. Developments
14.4.7.4. Strategic Outlook
14.4.8. Batyckie Centrum Biznesu
14.4.8.1. Overview
14.4.8.2. Financials
14.4.8.3. Developments
14.4.8.4. Strategic Outlook
14.4.9. Business Support Solution
14.4.9.1. Overview
14.4.9.2. Financials
14.4.9.3. Developments
14.4.9.4. Strategic Outlook
14.4.10. Call Center Inter Galatica
14.4.10.1. Overview
14.4.10.2. Financials
14.4.10.3. Developments
14.4.10.4. Strategic Outlook
14.4.11. COMPANY 11
14.4.11.1. Overview
14.4.11.2. Financials
14.4.11.3. Developments
14.4.11.4. Strategic Outlook
14.4.12. COMPANY 12
14.4.12.1. Overview
14.4.12.2. Financials
14.4.12.3. Developments
14.4.12.4. Strategic Outlook
14.4.13. COMPANY 13
14.4.13.1. Overview
14.4.13.2. Financials
14.4.13.3. Developments
14.4.13.4. Strategic Outlook
14.4.14. COMPANY 14
14.4.14.1. Overview
14.4.14.2. Financials
14.4.14.3. Developments
14.4.14.4. Strategic Outlook
14.4.15. COMPANY 15
14.4.15.1. Overview
14.4.15.2. Financials
14.4.15.3. Developments
14.4.15.4. Strategic Outlook
14.4.16. COMPANY 16
14.4.16.1. Overview
14.4.16.2. Financials
14.4.16.3. Developments
14.4.16.4. Strategic Outlook
14.4.17. COMPANY 17
14.4.17.1. Overview
14.4.17.2. Financials
14.4.17.3. Developments
14.4.17.4. Strategic Outlook
14.4.18. COMPANY 18
14.4.18.1. Overview
14.4.18.2. Financials
14.4.18.3. Developments
14.4.18.4. Strategic Outlook
14.4.19. COMPANY 19
14.4.19.1. Overview
14.4.19.2. Financials
14.4.19.3. Developments
14.4.19.4. Strategic Outlook
14.4.20. COMPANY 20
14.4.20.1. Overview
14.4.20.2. Financials
14.4.20.3. Developments
14.4.20.4. Strategic Outlook
