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North America 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 126 Pages
SKU # KBV19948109

Description

The North America Call And Contact Center Outsourcing Market would 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 would continue to be a dominant market till 2031; thereby, achieving a market value of $41,187.9 million by 2031. The Canada market is experiencing a CAGR of 10.7% during (2024 - 2031). Additionally, The Mexico market would 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.

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 U.S., Mexico, Canada, and Rest of North America.

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
North America 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
  • US
  • Canada
  • Mexico
  • Rest of North America

Table of Contents

126 Pages
Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 North America Call And Contact Center Outsourcing Market, by Outsourcing Type
1.4.2 North America Call And Contact Center Outsourcing Market, by Services
1.4.3 North America Call And Contact Center Outsourcing Market, by Type
1.4.4 North America Call And Contact Center Outsourcing Market, by Enterprise Size
1.4.5 North America Call And Contact Center Outsourcing Market, by End-use
1.4.6 North America 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. North America Call And Contact Center Outsourcing Market by Outsourcing Type
4.1 North America Onshore Market by Region
4.2 North America Offshore Market by Region
Chapter 5. North America Call And Contact Center Outsourcing Market by Services
5.1 North America Inbound Services Market by Country
5.2 North America Outbound Services Market by Country
Chapter 6. North America Call And Contact Center Outsourcing Market by Type
6.1 North America Voice Market by Country
6.2 North America Email Support Market by Country
6.3 North America Chat Support Market by Country
6.4 North America Other Type Market by Country
Chapter 7. North America Call And Contact Center Outsourcing Market by Enterprise Size
7.1 North America Large Enterprises Market by Country
7.2 North America Small & Medium Enterprises (SMEs) Market by Country
Chapter 8. North America Call And Contact Center Outsourcing Market by End-use
8.1 North America Healthcare Market by Country
8.2 North America IT & Telecom Market by Country
8.3 North America BFSI Market by Country
8.4 North America Retail Market by Country
8.5 North America Manufacturing Market by Country
8.6 North America Other End Use Market by Country
Chapter 9. North America Call And Contact Center Outsourcing Market by Country
9.1 US Call And Contact Center Outsourcing Market
9.1.1 US Call And Contact Center Outsourcing Market by Outsourcing Type
9.1.2 US Call And Contact Center Outsourcing Market by Services
9.1.3 US Call And Contact Center Outsourcing Market by Type
9.1.4 US Call And Contact Center Outsourcing Market by Enterprise Size
9.1.5 US Call And Contact Center Outsourcing Market by End-use
9.2 Canada Call And Contact Center Outsourcing Market
9.2.1 Canada Call And Contact Center Outsourcing Market by Outsourcing Type
9.2.2 Canada Call And Contact Center Outsourcing Market by Services
9.2.3 Canada Call And Contact Center Outsourcing Market by Type
9.2.4 Canada Call And Contact Center Outsourcing Market by Enterprise Size
9.2.5 Canada Call And Contact Center Outsourcing Market by End-use
9.3 Mexico Call And Contact Center Outsourcing Market
9.3.1 Mexico Call And Contact Center Outsourcing Market by Outsourcing Type
9.3.2 Mexico Call And Contact Center Outsourcing Market by Services
9.3.3 Mexico Call And Contact Center Outsourcing Market by Type
9.3.4 Mexico Call And Contact Center Outsourcing Market by Enterprise Size
9.3.5 Mexico Call And Contact Center Outsourcing Market by End-use
9.4 Rest of North America Call And Contact Center Outsourcing Market
9.4.1 Rest of North America Call And Contact Center Outsourcing Market by Outsourcing Type
9.4.2 Rest of North America Call And Contact Center Outsourcing Market by Services
9.4.3 Rest of North America Call And Contact Center Outsourcing Market by Type
9.4.4 Rest of North America Call And Contact Center Outsourcing Market by Enterprise Size
9.4.5 Rest of North America 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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