The Business Research Company’s report on the Amusement Parks Global Market Report 2025 Market provides insights into the global market size, growth rate, regional distribution, competitive landscape, key segments, emerging trends, and strategic opportunities.
What are the primary drivers fueling the growth of the call center outsourcing market in recent years?
The growing e-commerce industry is expected to propel the growth of the call center outsourcing market going forward. E-commerce (or electronic commerce) refers to buying and selling goods and services and sending money or data through an electronic network, most often the Internet. A call center outsourcing service provides e-commerce companies access to skilled and experienced agents trained in handling customer inquiries. It ensures that customers receive high-quality assistance and support. For instance, in February 2024, according to Quarterly Retail E-Commerce Sales Report 2024, published by United States Census Bureau, a US-based Government agency, in the second quarter of 2024, U.S. retail e-commerce sales reached $291.6 billion, a 1.3% increase from the previous quarter and a 6.7% rise compared to the same period in 2023, accounting for 16.0% of total retail sales, which were estimated at $1,826.9 billion. Therefore, the growing e-commerce industry is driving the growth of the call center outsourcing market.
Call Center Outsourcing Market Driver: Cloud Adoption Fuels Growth In The Call Center Outsourcing Market
Rising cloud adoption is expected to propel the growth of the call center outsourcing market going forward. Cloud refers to a network of remote servers hosted on the internet that store, manage, and deliver data, applications, and services to users and organizations. Cloud technology in call center outsourcing offers a scalable infrastructure for managing customer interactions and data, enabling remote work, and enhancing flexibility in service delivery while reducing operational costs. It also facilitates real-time data access and analysis for improved customer service and performance monitoring. For instance, in December 2023, according to Eurostat, a Luxembourg-based intergovernmental organization, in 2023, 45.2% of EU enterprises reported purchasing cloud computing services, marking an increase of 4.2 percentage points from 2021, with 82.7% utilizing cloud solutions for email systems, 68% for file storage, 66.3% for cloud-based office software, 61% for security applications, and approximately 43% hosting their databases in the cloud. Therefore, increasing demand for cloud-based solutions is expected to propel the growth of the software as a service (SaaS) market.
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What is the projected market size of the call center outsourcing industry, and how is it expected to grow?
The call center outsourcing market size has grown strongly in recent years. It will grow from $113.49 billion in 2024 to $121.28 billion in 2025 at a compound annual growth rate (CAGR) of 6.9%. The growth in the historic period can be attributed to focus on core competencies, scalability, 24/7 customer support, access to specialized skills.
The call center outsourcing market size is expected to see strong growth in the next few years. It will grow to $162.01 billion in 2029 at a compound annual growth rate (CAGR) of 7.5%. The growth in the forecast period can be attributed to multichannel customer support, focus on customer experience, data security and compliance, flexible work models, social responsibility and sustainability. Major trends in the forecast period include advanced technologies, technological advancements, emphasis on digital transformation, data security and compliance, focus on customer experience (CX).
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Who are the key players driving competition in the call center outsourcing market?
Major companies operating in the call center outsourcing market report are Accenture PLC, Telefónica S.A, Capgemini SE, Cognizant, Infosys BPM, Wipro, Teleperformance SE, Tech Mahindra, Concentrix, Arvato AG, Genpact, Conduent Inc., Comdata Group, Telus International, TTEC Holdings Inc., Alorica, Sutherland Global Services, WNS Global Services, TaskUs, Transcom WorldWide AB, Datamark Inc., Hinduja Global Solutions, IBEX Global Solutions PLC, Startek, VXI Global Solutions, Fusion BPO Services Limited, Arise Virtual Solutions Inc., LiveOps, Groupe Acticall S.A.
What key trends are expected to drive the calibration pump market during the forecast period?
Major companies operating in the call center outsourcing market are increasing their focus on introducing AI-based real-time contact center solutions to maximize their profits in the market. AI-based contact center helps agents to analyze client wants and emotions before providing real-time coaching to help them decide the best course of action for customers. For instance, in October 2022, Qualtrics, a US-based software company, introduced Real-Time Agent Assist and Automated Call Summaries Solutions for call centers. These solutions use AI and machine learning to provide personalized coaching and suggestions to contact center agents during customer calls. The real-time agent assists solution helps agents improve their customer support skills by analyzing real-time conversations and offering improvement prompts. Automated call summaries generate summaries of each customer call, including sentiment, topics discussed, and action items. This information can be used to enhance agent performance and track the contact center’s overall performance. Automated Call Summaries easily link with a company’s CRM system to provide a complete customer experience history and a single source of truth for all customer records.
Which key geographies are driving the growth of the call center outsourcing market?
North America was the largest region in the call center outsourcing market in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the call center outsourcing market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa
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What are the key segments driving growth in the call center outsourcing market?
The call center outsourcing market covered in this report is segmented –
1) By Type: Inbound Services, Outbound Services
2) By Enterprise Size: Large Enterprise, Small And Medium Enterprises (SMEs), Startups
3) By Vertical: Banking, Financial Services And Insurance (BFSI), Information Technology And Telecom, Healthcare, Retail, Manufacturing, Other Verticals
Subsegments:
1) By Inbound Services: Customer Support, Technical Support, Order Processing, Helpdesk Services
2) By Outbound Services: Tele marketing, Lead Generation, Customer Surveys, Collections Services
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How is the call center outsourcing market defined, and what are its core characteristics?
Call center outsourcing is a business strategy in which a business contracts with an outside service provider to manage customer service and tele-calling-related activities on behalf of the organization. It allows companies to focus on their core business activities while an external team handles customer service.
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