Latest Update: Impact of current COVID-19 situation has been considered in this report while making the analysis.
Global Helpdesk Outsourcing Market by Type (Outsourcing Level 1, Outsourcing Level 2, Technical Helpdesk Support Services), By Application (Automotive, Consumer Goods, IT, Telecommunication, Oil & Gas, Others) And By Region (North America, Latin America, Europe, Asia Pacific and Middle East & Africa), Forecast From 2022 To 2030-report

Global Helpdesk Outsourcing Market by Type (Outsourcing Level 1, Outsourcing Level 2, Technical Helpdesk Support Services), By Application (Automotive, Consumer Goods, IT, Telecommunication, Oil & Gas, Others) And By Region (North America, Latin America, Europe, Asia Pacific and Middle East & Africa), Forecast From 2022 To 2030

Report ID: 135070 3300 IT & Telecom 377 230 Pages 4.7 (41)

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.

Global Helpdesk Outsourcing Industry Outlook

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


Historical Year

2019 to 2020 (Data from 2010 can be provided as per availability)

Forecast Year


Number of Pages


Number of Tables & Figures


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:


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.


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:

  1. Qcom Outsourcing
  2. ABS
  3. ActivSupport
  4. CGS
  5. 4Results
  6. Adaptive
  7. AlfaVox
  8. Batyckie Centrum Biznesu
  9. Business Support Solution
  10. Call Center Inter Galatica

Global Helpdesk Outsourcing Market Overview

Highlights of The Helpdesk Outsourcing Market Report:

  1. The market structure and projections for the coming years.
  2. Drivers, restraints, opportunities, and current trends of market.
  3. Historical data and forecast.
  4. Estimations for the forecast period 2030.
  5. Developments and trends in the market.
  6. By Type:

    1. Outsourcing Level 1
    2. Outsourcing Level 2
    3. Technical Helpdesk Support Services
  1. By Application:

    1. Automotive
    2. Consumer Goods
    3. IT
    4. Telecommunication
    5. Oil & Gas
    6. Others
  1. Market scenario by region, sub-region, and country.
  2. Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
  3. Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
  4. 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.

How you may use our products:

  • Correctly Positioning New Products
  • Market Entry Strategies
  • Business Expansion Strategies
  • Consumer Insights
  • Understanding Competition Scenario
  • Product & Brand Management
  • Channel & Customer Management
  • Identifying Appropriate Advertising Appeals

Global Helpdesk Outsourcing Market Statistics

8 Reasons to Buy This Report

  1. Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
  2. Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
  3. Implemented Robust Methodology to Prepare the Report
  4. Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
  5. Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
  6. Provides Information About the Top-winning Strategies Implemented by Industry Players.
  7. In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
  8. 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 Overview Financials Developments Strategic Outlook
      14.4.2. ABS Overview Financials Developments Strategic Outlook
      14.4.3. ActivSupport Overview Financials Developments Strategic Outlook
      14.4.4. CGS Overview Financials Developments Strategic Outlook
      14.4.5. 4Results Overview Financials Developments Strategic Outlook
      14.4.6. Adaptive Overview Financials Developments Strategic Outlook
      14.4.7. AlfaVox Overview Financials Developments Strategic Outlook
      14.4.8. Batyckie Centrum Biznesu Overview Financials Developments Strategic Outlook
      14.4.9. Business Support Solution Overview Financials Developments Strategic Outlook
      14.4.10. Call Center Inter Galatica Overview Financials Developments Strategic Outlook
      14.4.11. COMPANY 11 Overview Financials Developments Strategic Outlook
      14.4.12. COMPANY 12 Overview Financials Developments Strategic Outlook
      14.4.13. COMPANY 13 Overview Financials Developments Strategic Outlook
      14.4.14. COMPANY 14 Overview Financials Developments Strategic Outlook
      14.4.15. COMPANY 15 Overview Financials Developments Strategic Outlook
      14.4.16. COMPANY 16 Overview Financials Developments Strategic Outlook
      14.4.17. COMPANY 17 Overview Financials Developments Strategic Outlook
      14.4.18. COMPANY 18 Overview Financials Developments Strategic Outlook
      14.4.19. COMPANY 19 Overview Financials Developments Strategic Outlook
      14.4.20. COMPANY 20 Overview Financials Developments Strategic Outlook

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