Press release
Emerging Trends to Drive Outsourced Customer Care Services Market Growth at 4.8% CAGR Through 2029
Outsourced Customer Care Services Market Size
Outsourced Customer Care Services Market Size Growth Forecast: What to Expect by 2025?
Over the last few years, the market size for outsourced customer care services has experienced significant growth. It is projected to increase from $73.54 billion in 2024 to $77.32 billion in 2025, displaying a compound annual growth rate (CAGR) of 5.1%. This historical growth period can be linked to a variety of factors including a desire for mobility services, a quick turnover in preference towards transformational services rather than enriched offerings, a demand for more high-value services, the alteration towards outsourced customer care services, and, finally, overall economic growth.
How Will the Outsourced Customer Care Services Market Size Evolve and Grow by 2029?
In the coming years, the market size of outsourced customer care services is forecasted to experience stable augmentation, reaching $93.19 billion in 2029 with a compound annual growth rate (CAGR) of 4.8%. This growth in the projected period is due to several factors, including the increasing demand for a live chat form of customer support, escalating demand and prevalence of duty-free zones, rising consumer anticipation for impeccable and efficient services, amplifying requirements for wireless devices, as well as escalating disposable incomes. The forecasted period is poised to be influenced by key trends ranging from digital revolution and multichannel assistance, automation of mundane tasks, advancements in artificial intelligence (AI) and chatbots, assimilation of emerging technologies, and proactive product innovation.
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What Drivers Are Propelling the Growth of Outsourced Customer Care Services Market Forward?
The upward trend in cloud-based services is predicted to push growth in the outsourced customer care services market. These services, which deliver computing resources, applications, and data storage through the web, are lauded for their scalability, flexibility, and accessibility from any location. They are highly valued for their cost efficiency, ease of remote access, robust data security, and compliance measures. These services enable companies providing outsourced customer care to spark innovation, achieve cost efficiencies, and foster business expansion, all while offering clients effective and scalable solutions of high quality. For instance, AAG IT Services, a UK enterprise offering a comprehensive range of IT services, saw their 2022 revenue for public cloud services rise to over $415 billion, up from $343 billion the previous year. By 2023, the revenue from these services is projected to reach $526 billion. Hence, the outsourced customer care services market is experiencing growth driven by the rise in cloud-based services.
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Which Emerging Trends Are Transforming the Outsourced Customer Care Services Market in 2025?
Leading businesses in the outsourced customer care services market are concentrating on the creation of innovative solutions, such as Rimini ONE, a service program for outsourcing intended to reinforce their market position. Rimini ONE offers a complete end-to-end outsourcing solution. The objective of this program is to provide an all-inclusive set of unified and incorporated services for the management of enterprise applications, databases, and technological software. To illustrate, Rimini Street, Inc., an American company providing comprehensive support, products, and services for enterprise software, unveiled Rimini ONE - an outsourcing service program - in March 2023. This initiative offers a comprehensive set of integrated, unified services for managing enterprise applications and software, empowering organisations to optimise operations and extracting maximum value from existing software without necessitating vendor upgrades or migrations.
What Are the Key Segments in the Outsourced Customer Care Services Market?
The outsourced customer care services market covered in this report is segmented -
1) By Type: CRM Technology Hosting, Fulfillment Or Logistics, Customer Interaction
2) By Application: Pharma And Healthcare, Food And Beverages, Chemical And Material, Construction, Logistics, Other Applications
3) By End-User: Small And Medium Enterprises (SMEs), Large Enterprises
Subsegments:
1) By CRM Technology Hosting: Cloud-Based CRM Hosting, On-Premise CRM Hosting
2) By Fulfillment Or Logistics: Order Processing And Tracking, Inventory Management, Shipping And Delivery Services
3) By Customer Interaction: Voice-Based Support, Email And Chat Support, Social Media Support, Self-Service And Automated Support
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Who Are the Key Players Shaping the Outsourced Customer Care Services Market's Competitive Landscape?
Major companies operating in the outsourced customer care services market are plc, Tata Consultancy Services Limited, Capgemini SE, NTT DATA Corporation, Cognizant, Infosys Limited, iQor, HCL Technologies Limited, Wipro Limited, Teleperformance SE, Tech Mahindra, Arvato, Serco Group plc, Genpact, Capita, Alorica, EXL Service, Hinduja Global Solutions Ltd., Atento, Sitel Group, Sykes Enterprises Inc., Transcom WorldWide AB, Sutherland Global Services, TeleTech, VXI Global Solutions LLC, Intelenet Global Services, Stream Global Services
What Geographic Markets Are Powering Growth in the Outsourced Customer Care Services Market?
North America was the largest region in the outsourced customer care services market in 2024. The regions covered in the outsourced customer care services market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.
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