Call Center Outsourcing Market Report 2025

This report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market’s historic and forecast market growth by geography.

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).

The expanding e-commerce industry is expected to drive growth in the call center outsourcing market moving forward. E-commerce, or electronic commerce, involves the buying and selling of goods and services and the exchange of money or data via electronic networks, most commonly the Internet. Call center outsourcing services provide e-commerce companies with skilled, trained agents to handle customer inquiries, ensuring high-quality customer assistance and support. For example, in February 2024, according to the Quarterly Retail E-Commerce Sales Report 2024 by the United States Census Bureau, a U.S. government agency, U.S. retail e-commerce sales reached $291.6 billion in the second quarter of 2024, marking a 1.3% increase from the previous quarter and a 6.7% rise compared to the same period in 2023. E-commerce accounted for 16% of total retail sales, which were estimated at $1.82 trillion. Thus, the expanding e-commerce industry is fueling growth in the call center outsourcing market.

The rising adoption of cloud technology is expected to further drive growth in the call center outsourcing market. The cloud refers to a network of remote servers hosted on the Internet, providing data storage, management, and delivery of applications and services to users and organizations. Cloud technology in call center outsourcing offers scalable infrastructure for managing customer interactions and data, supports remote work, and enhances service flexibility while reducing operational costs. It also enables real-time data access and analysis, improving customer service and performance monitoring. For instance, in December 2023, according to Eurostat, a Luxembourg-based intergovernmental organization, 45.2% of EU enterprises reported purchasing cloud computing services in 2023, an increase of 4.2 percentage points from 2021. Among these, 82.7% used cloud solutions for email systems, 68% for file storage, 66.3% for cloud-based office software, 61% for security applications, and around 43% for hosting databases in the cloud. Consequently, the rising demand for cloud-based solutions is expected to drive growth in the software as a service (SaaS) market.

Key companies in the call center outsourcing market are increasingly focusing on introducing AI-based real-time contact center solutions to optimize profitability. AI-based contact centers enable agents to analyze client needs and emotions, providing real-time coaching to help them make informed decisions for customers. Qualtrics introduced Real-Time Agent Assist and Automated Call Summaries Solutions in October 2022. These solutions utilize AI and machine learning to offer personalized coaching and suggestions during customer calls. Real-time agent assist enhances customer support skills by analyzing live conversations and providing improvement prompts, while automated call summaries generate comprehensive summaries, including sentiment, topics discussed, and action items. Automated Call Summaries integrate seamlessly with CRM systems to provide a comprehensive customer experience history and a unified source for all customer records.

In May 2022, Concentrix, a U.S.-based business research outsourcing company, acquired ServiceSource International, Inc. for approximately $131 million. This acquisition is intended to strengthen Concentrix’s capabilities in the rapidly expanding B2B sales sector and broaden its client portfolio, which includes leading technology and new economy brands. ServiceSource International, Inc., a U.S.-based company, is a notable provider of outsourced go-to-market services, specializing in B2B digital sales and customer success transformation.

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.

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. The countries covered in the call center outsourcing market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The call center outsourcing market includes revenues earned by entities by providing services such as customer support, order processing, inquiry handling, appointment scheduling, support, and feedback. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

Call center outsourcing is a business strategy wherein a company engages an external service provider to oversee customer service and tele-calling-related activities on its behalf. This approach allows businesses to concentrate on their core activities while an external team manages customer service functions.

The primary types of call center outsourcing include inbound and outbound services. Inbound services involve handling incoming calls, messages, and inquiries from customers. Call center outsourcing in inbound services improves customer support by efficiently managing inquiries, order processing, and issue resolution. This outsourcing model is applied across enterprises of various sizes, encompassing large enterprises, small and medium enterprises (SMEs), and startups. It finds utility in various industry verticals, including banking, financial services, and insurance (BFSI), information technology and telecom, healthcare, retail, manufacturing, and others.

The call center outsourcing market research report is one of a series of new reports that provides call center outsourcing market statistics, including call center outsourcing industry global market size, regional shares, competitors with a call center outsourcing market share, detailed call center outsourcing market segments, market trends and opportunities, and any further data you may need to thrive in the call center outsourcing industry. This call center outsourcing market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

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