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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

Publisher Knowledge Based Value (KBV) Research
Published Mar 21, 2025
Length 139 Pages
SKU # KBV19948110

Description

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

Table of Contents

139 Pages
Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 Europe Call And Contact Center Outsourcing Market, by Outsourcing Type
1.4.2 Europe Call And Contact Center Outsourcing Market, by Services
1.4.3 Europe Call And Contact Center Outsourcing Market, by Type
1.4.4 Europe Call And Contact Center Outsourcing Market, by Enterprise Size
1.4.5 Europe Call And Contact Center Outsourcing Market, by End-use
1.4.6 Europe Call And Contact Center Outsourcing Market, by Country
1.5 Methodology for the research
Chapter 2. Market at a Glance
2.1 Key Highlights
Chapter 3. Market Overview
3.1 Introduction
3.1.1 Overview
3.1.1.1 Market Composition and Scenario
3.2 Key Factors Impacting the Market
3.2.1 Market Drivers
3.2.2 Market Restraints
3.2.3 Market Opportunities
3.2.4 Market Challenges
3.3 Porter Five Forces Analysis
Chapter 4. Europe Call And Contact Center Outsourcing Market by Outsourcing Type
4.1 Europe Onshore Market by Country
4.2 Europe Offshore Market by Country
Chapter 5. Europe Call And Contact Center Outsourcing Market by Services
5.1 Europe Inbound Services Market by Country
5.2 Europe Outbound Services Market by Country
Chapter 6. Europe Call And Contact Center Outsourcing Market by Type
6.1 Europe Voice Market by Country
6.2 Europe Email Support Market by Country
6.3 Europe Chat Support Market by Country
6.4 Europe Other Type Market by Country
Chapter 7. Europe Call And Contact Center Outsourcing Market by Enterprise Size
7.1 Europe Large Enterprises Market by Country
7.2 Europe Small & Medium Enterprises (SMEs) Market by Country
Chapter 8. Europe Call And Contact Center Outsourcing Market by End-use
8.1 Europe Healthcare Market by Country
8.2 Europe IT & Telecom Market by Country
8.3 Europe BFSI Market by Country
8.4 Europe Retail Market by Country
8.5 Europe Manufacturing Market by Country
8.6 Europe Other End Use Market by Country
Chapter 9. Europe Call And Contact Center Outsourcing Market by Country
9.1 Germany Call And Contact Center Outsourcing Market
9.1.1 Germany Call And Contact Center Outsourcing Market by Outsourcing Type
9.1.2 Germany Call And Contact Center Outsourcing Market by Services
9.1.3 Germany Call And Contact Center Outsourcing Market by Type
9.1.4 Germany Call And Contact Center Outsourcing Market by Enterprise Size
9.1.5 Germany Call And Contact Center Outsourcing Market by End-use
9.2 UK Call And Contact Center Outsourcing Market
9.2.1 UK Call And Contact Center Outsourcing Market by Outsourcing Type
9.2.2 UK Call And Contact Center Outsourcing Market by Services
9.2.3 UK Call And Contact Center Outsourcing Market by Type
9.2.4 UK Call And Contact Center Outsourcing Market by Enterprise Size
9.2.5 UK Call And Contact Center Outsourcing Market by End-use
9.3 France Call And Contact Center Outsourcing Market
9.3.1 France Call And Contact Center Outsourcing Market by Outsourcing Type
9.3.2 France Call And Contact Center Outsourcing Market by Services
9.3.3 France Call And Contact Center Outsourcing Market by Type
9.3.4 France Call And Contact Center Outsourcing Market by Enterprise Size
9.3.5 France Call And Contact Center Outsourcing Market by End-use
9.4 Russia Call And Contact Center Outsourcing Market
9.4.1 Russia Call And Contact Center Outsourcing Market by Outsourcing Type
9.4.2 Russia Call And Contact Center Outsourcing Market by Services
9.4.3 Russia Call And Contact Center Outsourcing Market by Type
9.4.4 Russia Call And Contact Center Outsourcing Market by Enterprise Size
9.4.5 Russia Call And Contact Center Outsourcing Market by End-use
9.5 Spain Call And Contact Center Outsourcing Market
9.5.1 Spain Call And Contact Center Outsourcing Market by Outsourcing Type
9.5.2 Spain Call And Contact Center Outsourcing Market by Services
9.5.3 Spain Call And Contact Center Outsourcing Market by Type
9.5.4 Spain Call And Contact Center Outsourcing Market by Enterprise Size
9.5.5 Spain Call And Contact Center Outsourcing Market by End-use
9.6 Italy Call And Contact Center Outsourcing Market
9.6.1 Italy Call And Contact Center Outsourcing Market by Outsourcing Type
9.6.2 Italy Call And Contact Center Outsourcing Market by Services
9.6.3 Italy Call And Contact Center Outsourcing Market by Type
9.6.4 Italy Call And Contact Center Outsourcing Market by Enterprise Size
9.6.5 Italy Call And Contact Center Outsourcing Market by End-use
9.7 Rest of Europe Call And Contact Center Outsourcing Market
9.7.1 Rest of Europe Call And Contact Center Outsourcing Market by Outsourcing Type
9.7.2 Rest of Europe Call And Contact Center Outsourcing Market by Services
9.7.3 Rest of Europe Call And Contact Center Outsourcing Market by Type
9.7.4 Rest of Europe Call And Contact Center Outsourcing Market by Enterprise Size
9.7.5 Rest of Europe Call And Contact Center Outsourcing Market by End-use
Chapter 10. Company Profiles
10.1 Alorica Inc.
10.1.1 Company Overview
10.1.2 Recent strategies and developments:
10.1.2.1 Geographical Expansions:
10.2 Concentrix Corporation
10.2.1 Company Overview
10.2.2 Financial Analysis
10.2.3 Regional Analysis
10.2.4 Recent strategies and developments:
10.2.4.1 Acquisition and Mergers:
10.3 Capgemini SE
10.3.1 Company Overview
10.3.2 Financial Analysis
10.3.3 Regional Analysis
10.3.4 SWOT Analysis
10.4 Computer Generated Solutions, Inc.
10.4.1 Company Overview
10.5 Datamark Inc.
10.5.1 Company Overview
10.6 Infosys Limited
10.6.1 Company Overview
10.6.2 Financial Analysis
10.6.3 Segmental and Regional Analysis
10.6.4 Research & Development Expense
10.6.5 SWOT Analysis
10.7 Konecta Group
10.7.1 Company Overview
10.8 Serco Group plc
10.8.1 Company Overview
10.8.2 Financial Analysis
10.8.3 Regional Analysis
10.8.4 Research & Development Expenses
10.9 Teleperformance SE
10.9.1 Company Overview
10.9.2 Financial Analysis
10.9.3 Segmental Analysis
10.9.4 SWOT Analysis
10.10. Wipro Limited
10.10.1 Company Overview
10.10.2 Financial Analysis
10.10.3 Segmental and Regional Analysis
10.10.4 Research & Development Expenses
10.10.5 SWOT Analysis

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