The Asia Pacific Call And Contact Center Outsourcing Market is expected to witness market growth of 10.0% CAGR during the forecast period (2024-2031).
The China market dominated the Asia Pacific 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 $14.65 billion by 2031. The Japan market is registering a CAGR of 9.4% during 2024-2031. Additionally, the India market is expected to showcase a CAGR of 10.7% during 2024-2031.
Call and contact center outsourcing applications are vast and varied, spanning multiple industries and functions. One of the primary applications is customer service, where outsourced centers handle inquiries, complaints, and support requests, ensuring that businesses maintain high levels of customer satisfaction without the need for extensive internal resources.
For instance, contact centers in the banking, financial services, and insurance (BFSI) sector manage account inquiries, loan processing, and fraud detection, providing 24/7 support to clients across time zones. Similarly, in the retail and e-commerce industries, outsourced services facilitate order processing, returns, and product-related assistance, enabling companies to scale operations during peak seasons like holidays.
In India, the strong growth of the banking and fintech sectors is a key driver for contact center outsourcing. The percentage of people with bank accounts surged from 53% in FY16 to 78% in FY21, and the fintech industry is projected to reach $150 billion by 2025, tripling from $50 billion in 2021. This rapid expansion is increasing the demand for customer support in banking, digital payments, and financial services, leading to greater reliance on outsourced call centers. As financial inclusion rises and digital transactions become more prevalent, banks and fintech companies turn to contact center outsourcing for 24/7 multilingual customer support, fraud detection, and payment-related queries.
The China market dominated the Asia Pacific 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 $14.65 billion by 2031. The Japan market is registering a CAGR of 9.4% during 2024-2031. Additionally, the India market is expected to showcase a CAGR of 10.7% during 2024-2031.
Call and contact center outsourcing applications are vast and varied, spanning multiple industries and functions. One of the primary applications is customer service, where outsourced centers handle inquiries, complaints, and support requests, ensuring that businesses maintain high levels of customer satisfaction without the need for extensive internal resources.
For instance, contact centers in the banking, financial services, and insurance (BFSI) sector manage account inquiries, loan processing, and fraud detection, providing 24/7 support to clients across time zones. Similarly, in the retail and e-commerce industries, outsourced services facilitate order processing, returns, and product-related assistance, enabling companies to scale operations during peak seasons like holidays.
In India, the strong growth of the banking and fintech sectors is a key driver for contact center outsourcing. The percentage of people with bank accounts surged from 53% in FY16 to 78% in FY21, and the fintech industry is projected to reach $150 billion by 2025, tripling from $50 billion in 2021. This rapid expansion is increasing the demand for customer support in banking, digital payments, and financial services, leading to greater reliance on outsourced call centers. As financial inclusion rises and digital transactions become more prevalent, banks and fintech companies turn to contact center outsourcing for 24/7 multilingual customer support, fraud detection, and payment-related queries.
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
- China
- Japan
- India
- South Korea
- Singapore
- Malaysia
- Rest of Asia Pacific
Table of Contents
Chapter 1. Market Scope & Methodology
Chapter 2. Market at a Glance
Chapter 3. Market Overview
Chapter 4. Asia Pacific Call And Contact Center Outsourcing Market by Outsourcing Type
Chapter 5. Asia Pacific Call And Contact Center Outsourcing Market by Services
Chapter 6. Asia Pacific Call And Contact Center Outsourcing Market by Type
Chapter 7. Asia Pacific Call And Contact Center Outsourcing Market by Enterprise Size
Chapter 8. Asia Pacific Call And Contact Center Outsourcing Market by End-use
Chapter 9. Asia Pacific 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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