The Global Call And Contact Center Outsourcing Market size is expected to reach $174.18 billion by 2031, rising at a market growth of 9.2% CAGR during the forecast period.
Financial institutions, including banks, insurance providers, and investment firms, relied on outsourcing to handle customer queries, fraud prevention, debt collection, and transaction assistance. The need for 24/7 customer support, multilingual communication, and regulatory compliance drove the adoption of outsourced contact center services in the BFSI sector. Thus, the BFSI segment held 18% revenue share in the market in 2023. Additionally, the rise of digital banking and fintech solutions increased the demand for AI-driven customer service platforms, enhancing customer engagement and security. The sector’s focus on cost efficiency and improved service quality further contributed to the market growth of outsourced contact center solutions in BFSI.
The growing need for cost-effective customer support solutions drives the market. Businesses are constantly pressured to enhance customer experience while keeping operational costs low. Maintaining an in-house customer service department requires substantial investment in infrastructure, recruitment, training, and technology. Thus, there is an increasing demand for cost-effective customer support solutions.
Additionally, as businesses expand and face growing competition, they increasingly prioritize their core competencies, such as product development, marketing strategies, and business growth. Managing an in-house call center requires substantial time and resources, diverting focus from these critical areas. Therefore, outsourcing call and contact center services will grow as companies continue to seek ways to optimize their operational efficiency.
However, one of the major concerns associated with outsourcing customer support services is data security and privacy risks. Companies often share sensitive customer information such as personal details, payment credentials, and order histories with outsourcing partners. If these third-party providers fail to implement strong cybersecurity measures, they become vulnerable to cyber threats, data breaches, and unauthorized access to confidential information.
Financial institutions, including banks, insurance providers, and investment firms, relied on outsourcing to handle customer queries, fraud prevention, debt collection, and transaction assistance. The need for 24/7 customer support, multilingual communication, and regulatory compliance drove the adoption of outsourced contact center services in the BFSI sector. Thus, the BFSI segment held 18% revenue share in the market in 2023. Additionally, the rise of digital banking and fintech solutions increased the demand for AI-driven customer service platforms, enhancing customer engagement and security. The sector’s focus on cost efficiency and improved service quality further contributed to the market growth of outsourced contact center solutions in BFSI.
The growing need for cost-effective customer support solutions drives the market. Businesses are constantly pressured to enhance customer experience while keeping operational costs low. Maintaining an in-house customer service department requires substantial investment in infrastructure, recruitment, training, and technology. Thus, there is an increasing demand for cost-effective customer support solutions.
Additionally, as businesses expand and face growing competition, they increasingly prioritize their core competencies, such as product development, marketing strategies, and business growth. Managing an in-house call center requires substantial time and resources, diverting focus from these critical areas. Therefore, outsourcing call and contact center services will grow as companies continue to seek ways to optimize their operational efficiency.
However, one of the major concerns associated with outsourcing customer support services is data security and privacy risks. Companies often share sensitive customer information such as personal details, payment credentials, and order histories with outsourcing partners. If these third-party providers fail to implement strong cybersecurity measures, they become vulnerable to cyber threats, data breaches, and unauthorized access to confidential information.
Driving and Restraining Factors
Drivers
- Increasing Demand for Cost-Effective Customer Support Solutions
- Focus on Core Business Functions by Enterprises Encouraging Outsourcing
- Rising E-Commerce and Retail Sector Creating High Volume Customer Service Needs
Restraints
- Concerns Over Data Security and Privacy in Outsourced Call and Contact Centers
- Language and Cultural Barriers Affecting Customer Experience
Opportunities
- Growing Preference for Work-From-Home and Virtual Call Center Models
- Government Incentives and Investment in Outsourcing Hubs to Boost Market Growth
Challenges
- Customer Dissatisfaction Due to Scripted Responses and Lack of Personalization
- Fluctuating Foreign Exchange Rates Impacting the Cost of Outsourcing Contracts
Type Outlook
Based on type, the market is characterized into email support, chat support, voice, and other. The email support segment garnered 29% revenue share in the market in 2023. This dominance was driven by the increasing preference for asynchronous communication, allowing businesses to efficiently handle large volumes of customer queries.Outsourcing Type Outlook
On the basis of outsourcing type, the market is classified into offshore and onshore. The onshore segment recorded 55% revenue share in the market in 2023. Many businesses, particularly in highly regulated industries such as finance, healthcare, and government, preferred onshore outsourcing due to stringent data privacy laws and customer trust concerns. Onshore call centers offered advantages such as cultural alignment, better language proficiency, and compliance with local regulatory frameworks.Services Outlook
By services, the market is divided into inbound services and outbound services. The outbound services segment garnered 40% revenue share in the market in 2023. This growth fuelled the increasing demand for telemarketing, lead generation, customer feedback collection, and debt collection services. Many businesses leveraged outbound outsourcing solutions to enhance sales outreach, strengthen customer engagement, and execute targeted marketing campaigns.Enterprise Size Outlook
Based on enterprise size, the market is segmented into large enterprises and small & medium enterprises (SMEs). The large enterprises segment attained 54% revenue share in the market in 2023. Large corporations, particularly in industries such as BFSI, telecommunications, healthcare, and e-commerce, heavily rely on outsourcing to manage high call volumes, ensure 24/7 customer support, and optimize operational costs.
End-Use Outlook
Based on end-use, the market is segmented into BFSI, healthcare, retail, IT & telecom, manufacturing, and others. The healthcare segment procured 23% revenue share in the market in 2023. The increasing demand for patient support services, appointment scheduling, medical billing inquiries, and telehealth assistance significantly drove the growth of this segment. Healthcare providers and insurance companies leveraged outsourcing to manage high call volumes efficiently while ensuring compliance with strict data privacy regulations such as HIPAA.Regional Outlook
Region-wise, the market is analyzed across North America, Europe, Asia Pacific, and LAMEA. The Asia Pacific segment witnessed 28% revenue share in 2023. The region remained a global hub for outsourcing services due to its cost-effective labour market, highly skilled workforce, and expanding digital infrastructure.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 Geography
- North America
- US
- Canada
- Mexico
- Rest of North America
- Europe
- Germany
- UK
- France
- Russia
- Spain
- Italy
- Rest of Europe
- Asia Pacific
- China
- Japan
- India
- South Korea
- Singapore
- Malaysia
- Rest of Asia Pacific
- LAMEA
- Brazil
- Argentina
- UAE
- Saudi Arabia
- South Africa
- Nigeria
- Rest of LAMEA
Table of Contents
Chapter 1. Market Scope & Methodology
Chapter 2. Market at a Glance
Chapter 3. Market Overview
Chapter 4. Global Call And Contact Center Outsourcing Market by Outsourcing Type
Chapter 5. Global Call And Contact Center Outsourcing Market by Services
Chapter 6. Global Call And Contact Center Outsourcing Market by Type
Chapter 7. Global Call And Contact Center Outsourcing Market by Enterprise Size
Chapter 8. Global Call And Contact Center Outsourcing Market by End-use
Chapter 9. Global Call And Contact Center Outsourcing Market by Region
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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