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

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