Europe Call And Contact Center Outsourcing Market Size, Share & Trends Analysis Report By Outsourcing Type (Onshore, and Offshore), By Services, By Type, By Enterprise Size, By End-use, By Country and Growth Forecast, 2024 - 2031

The Europe Call And Contact Center Outsourcing Market would witness market growth of 9.1% CAGR during the forecast period (2024-2031).

The Germany market dominated the Europe Call And Contact Center Outsourcing Market by Country in 2023, and would continue to be a dominant market till 2031; thereby, achieving a market value of $12,550 million by 2031. The UK market is exhibiting a CAGR of 8.2% during (2024 - 2031). Additionally, The France market would experience a CAGR of 9.9% during (2024 - 2031).

The call and contact center outsourcing market has emerged as a cornerstone of modern business operations, reflecting the growing need for efficient, scalable, and customer-centric solutions in an increasingly digital world. As companies across industries strive to enhance customer experiences, reduce operational costs, and focus on core competencies, outsourcing call and contact center services has become a strategic imperative.

Moreover, this market encompasses a wide range of services such as customer support, technical assistance, telemarketing, and multichannel engagement and has witnessed remarkable growth in recent years, driven by technological advancements, globalization, and shifting consumer expectations. By delegating these critical functions to specialized third-party providers, businesses can leverage expertise, access advanced tools, and adapt to fluctuating demands without the burden of maintaining in-house infrastructure.

In addition, the industrial sector in the EU has demonstrated consistent growth, with industrial production increasing by 8% in 2021 and a further 5% in 2022. Additionally, the value of sold production surged by 19% in 2022, indicating a rise in economic activity, business expansion, and manufacturing output. As European industries scale up, there is an increasing need for customer service, supply chain coordination, and technical support. Many manufacturing and industrial firms outsource contact center services to handle customer inquiries, after-sales support, and vendor communications, ensuring operational efficiency while focusing on core production activities.

Based on Outsourcing Type, the market is segmented into Onshore, and Offshore. Based on Services, the market is segmented into Inbound Services, and Outbound Services. Based on Type, the market is segmented into Voice, Email Support, Chat Support, and Other Type. Based on Enterprise Size, the market is segmented into Large Enterprises, and Small & Medium Enterprises (SMEs). Based on End-use, the market is segmented into Healthcare, IT & Telecom, BFSI, Retail, Manufacturing, and Other End Use. Based on countries, the market is segmented into Germany, UK, France, Russia, Spain, Italy, and Rest of Europe.

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

Europe Call And Contact Center Outsourcing 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

• Germany
• UK
• France
• Russia
• Spain
• Italy
• Rest of Europe