The North America Call And Contact Center Outsourcing Market is expected to witness market growth of 8.5% CAGR during the forecast period (2024-2031).
The US market dominated the North America Call And Contact Center Outsourcing Market by country in 2023, and is expected to continue to be a dominant market till 2031; thereby, achieving a market value of $41.18 billion by 2031. The Canada market is experiencing a CAGR of 10.7% during 2024-2031. Additionally, the Mexico market is expected to exhibit a CAGR of 9.9% during 2024-2031.
Technical support is another critical application, particularly in IT and telecommunications. Outsourced contact centers employ skilled agents to troubleshoot software issues, assist with hardware malfunctions, and guide customers through complex technical processes. This allows technology firms to offer expert assistance without diverting focus from product development. Telemarketing and sales support also feature prominently, with outbound services driving lead generation, customer acquisition, and upselling opportunities.
Moreover, beyond these traditional roles, outsourcing extends to multichannel and omnichannel support, integrating voice, email, live chat, and social media interactions into a cohesive customer experience. This versatility makes call and contact center outsourcing indispensable for businesses seeking a competitive edge in a customer-driven market. By outsourcing these functions, organizations can ensure consistent service quality, reduce response times, and address diverse customer needs, all while optimizing resource allocation.
The market in Mexico, the USA, and Canada is experiencing significant growth due to rising retail activity, increased healthcare investments, and the expansion of the telecommunications sector. As businesses across these regions scale operations and digital transformation accelerate, the demand for outsourced customer service solutions is rising. Retailers, healthcare providers, and telecom companies increasingly rely on outsourced call centers to handle growing customer inquiries, provide technical support, and enhance overall service efficiency.
The US market dominated the North America Call And Contact Center Outsourcing Market by country in 2023, and is expected to continue to be a dominant market till 2031; thereby, achieving a market value of $41.18 billion by 2031. The Canada market is experiencing a CAGR of 10.7% during 2024-2031. Additionally, the Mexico market is expected to exhibit a CAGR of 9.9% during 2024-2031.
Technical support is another critical application, particularly in IT and telecommunications. Outsourced contact centers employ skilled agents to troubleshoot software issues, assist with hardware malfunctions, and guide customers through complex technical processes. This allows technology firms to offer expert assistance without diverting focus from product development. Telemarketing and sales support also feature prominently, with outbound services driving lead generation, customer acquisition, and upselling opportunities.
Moreover, beyond these traditional roles, outsourcing extends to multichannel and omnichannel support, integrating voice, email, live chat, and social media interactions into a cohesive customer experience. This versatility makes call and contact center outsourcing indispensable for businesses seeking a competitive edge in a customer-driven market. By outsourcing these functions, organizations can ensure consistent service quality, reduce response times, and address diverse customer needs, all while optimizing resource allocation.
The market in Mexico, the USA, and Canada is experiencing significant growth due to rising retail activity, increased healthcare investments, and the expansion of the telecommunications sector. As businesses across these regions scale operations and digital transformation accelerate, the demand for outsourced customer service solutions is rising. Retailers, healthcare providers, and telecom companies increasingly rely on outsourced call centers to handle growing customer inquiries, provide technical support, and enhance overall service efficiency.
List of Key Companies Profiled
- Alorica Inc.
- Concentrix Corporation
- Capgemini SE
- Computer Generated Solutions, Inc.
- Datamark Inc.
- Infosys Limited
- Konecta Group
- Serco Group plc
- Teleperformance SE
- Wipro Limited
Market Report Segmentation
By Outsourcing Type
- Onshore
- Offshore
By Services
- Inbound Services
- Outbound Services
By Type
- Voice
- Email Support
- Chat Support
- Other Type
By Enterprise Size
- Large Enterprises
- Small & Medium Enterprises (SMEs)
By End-use
- Healthcare
- IT & Telecom
- BFSI
- Retail
- Manufacturing
- Other End Use
By Country
- US
- Canada
- Mexico
- Rest of North America
Table of Contents
Chapter 1. Market Scope & Methodology
Chapter 2. Market at a Glance
Chapter 3. Market Overview
Chapter 4. North America Call And Contact Center Outsourcing Market by Outsourcing Type
Chapter 5. North America Call And Contact Center Outsourcing Market by Services
Chapter 6. North America Call And Contact Center Outsourcing Market by Type
Chapter 7. North America Call And Contact Center Outsourcing Market by Enterprise Size
Chapter 8. North America Call And Contact Center Outsourcing Market by End-use
Chapter 9. North America Call And Contact Center Outsourcing Market by Country
Chapter 10. Company Profiles
Companies Mentioned
- Alorica Inc.
- Concentrix Corporation
- Capgemini SE
- Computer Generated Solutions, Inc.
- Datamark Inc.
- Infosys Limited
- Konecta Group
- Serco Group plc
- Teleperformance SE
- Wipro Limited
Methodology
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