Press release
Call Center Outsourcing Market Set to Reach USD 172.77 Billion by 2030
Call Center Outsourcing Market
The global call center outsourcing market is poised for significant growth, with projections indicating an increase from USD 105.50 billion in 2023 to USD 172.77 billion by 2030, reflecting a compound annual growth rate (CAGR) of 7.3% during the forecast period. This expansion is attributed to the rising demand for cost-effective customer service solutions, technological advancements, and the increasing need for 24/7 customer support across various industries.
The Asia-Pacific region is anticipated to witness the highest growth rate, driven by factors such as a large skilled workforce, cost advantages, and the rapid adoption of digital technologies. North America currently holds the largest market share, accounting for 32% in 2023, owing to the presence of major industry players and the early adoption of advanced customer service solutions.
Competitive Landscape
The call center outsourcing industry is characterized by the presence of several key players focusing on strategic partnerships, mergers, and acquisitions to enhance their market position. Notable companies include Teleperformance, Concentrix, Foundever, HCL Technologies, Wipro Limited, Genpact, Capgemini, Sutherland Global Services, Infosys BPM, and Atento. These organizations are investing in advanced technologies such as artificial intelligence (AI), machine learning (ML), and cloud computing to offer innovative and efficient customer service solutions.
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United States: Growth and Consolidation in Call Center Outsourcing
The United States remains a significant market for call center outsourcing, driven by the need for enhanced customer experience and operational efficiency. Companies are increasingly adopting AI-powered solutions to streamline customer interactions and reduce operational costs. The merger of Sitel Group and Sykes Enterprises in 2021 to form Foundever exemplifies the trend towards consolidation in the industry, aiming to offer comprehensive customer experience solutions on a global scale.
Asia-Pacific: Opportunities and Trends in Call Center Outsourcing
The Asia-Pacific region is experiencing rapid growth in the call center outsourcing market, attributed to cost advantages, a skilled workforce, and the increasing demand for multilingual support services. Countries like India and the Philippines are leading outsourcing destinations, offering a combination of cost-effectiveness and high-quality services. The acquisition of BlinkCX by Concentrix in the Philippines in January 2025 highlights the region's strategic importance in the global outsourcing landscape.
Middle East and Africa: Trends and Updation in Call Center Outsourcing
The Middle East and Africa are emerging as promising markets for call center outsourcing, driven by the increasing demand for customer service solutions in sectors such as banking, telecommunications, and healthcare. Companies are investing in infrastructure development and workforce training to cater to the growing needs of businesses in the region. The expansion of Majorel in Africa, following its merger with Teleperformance SE, underscores the region's potential in the outsourcing industry.
Europe: Consolidation and Growth in Call Center Outsourcing
Europe is witnessing consolidation in the call center outsourcing market, with companies focusing on mergers and acquisitions to strengthen their service offerings and expand their geographic presence. The acquisition of Webhelp by Concentrix in 2023, approved by the European Commission, is a notable example of this trend, aiming to create a global customer experience leader with a strong foothold in Europe.
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♦ Breaking Down the Call Center Outsourcing Market: Key Segments Shaping the Industry
by Type
Inbound
Outbound
by Service Type
Voice support
Email support
Chat support
Social media support
Video support
by Enterprise Size
Large enterprises
SMEs
Startups
by Vertical
BFSI
IT and telecom
Healthcare
Retail
Manufacturing
Others
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♦ Meet the Industry Leaders Revolutionizing the Call Center Outsourcing Market
1. Teleperformance
2. Convergys
3. Sitel
4. Alorica
5. TTEC Holdings
6. Sykes Enterprises
7. Arvato
8. HCL Technologies
9. Wipro Limited
10. Conduent
11. Hinduja Global Solutions
12. Genpact
13. Capgemini
14. TeleTech Holdings
15. VXI Global Solutions
16. Transcom
18. Sutherland Global Services
19. ibex
20. Startek
21. EXL Service
22. NTT DATA
23. Cognizant
24. Serco Group
25. Firstsource Solutions
26. Infosys BPM
27. Atento
28. Webhelp
29. Teleperformance D.I.B.S.
30. Quess Corp
♦ Uncover Key Insights Answering the Biggest Questions in the Call Center Outsourcing Market
What is Call Center Outsourcing ?
What is the growth rate of the Call Center Outsourcing Market?
Which are the factors expected to drive the Call Center Outsourcing market growth?
What is the CAGR at which the Call Center Outsourcing market will grow during the forecast period?
What are the different segments of the Call Center Outsourcing Market?
Which is the fastest growing region in the Call Center Outsourcing market?
What growth strategies are the players considering to increase their presence in Call Center Outsourcing ?
What are the upcoming opportunities and trends for the Call Center Outsourcing Market?
What are the recent industry trends that can be implemented to generate additional revenue streams for the Call Center Outsourcing Market?
Who are the leading companies and what are their portfolios in Call Center Outsourcing Market?
What segments are covered in the Call Center Outsourcing Market?
Who are the key players in the Call Center Outsourcing market?
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Past Size and Competitive Landscape
• Past Pricing and price curve by region
• Size, Share, Size Forecast by different segment
• Dynamics Growth Drivers, Restraints, Opportunities, and Key Trends by Region
• Segmentation A detailed analysis by segment with their sub-segments and Region
• Competitive Landscape Profiles of selected key players by region from a strategic perspective
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