Call Center Outsourcing Market: Current Analysis and Forecast (2022-2028)

Call Center Outsourcing Market: Current Analysis and Forecast (2022-2028)

Call center outsourcing is defined as the strategic business decision taken by an organization to outsource its customer support function to a specialized BPO vendor. The third-party vendor handles all types of customer service problems, such as customer queries, payment failures, and many more.

The growing significance of cost reductions in business operations is attributed to the growing adoption of call center outsourcing. Furthermore, the rising focus of enterprises on boosting business agility, surviving the continuously changing business dynamics, and strategies to improve efficiency are the factors fueling the growth of the call center outsourcing market.

• Based on type, the market is segmented into in-bound and out-bound. The inbound segment is expected to grow significantly during the forecast period. The growing adoption of inbound call services can be attributed to the growing trend of providing top-of-the-line customer service.
• Based on enterprise size, the market is segmented into small and medium enterprises and large enterprises. Large enterprises are expected to achieve significant prominence during the forecast period. The primary reason that companies outsource their customer service to offshore call centers is that many foreign countries pay their workers less than the U.S. As such, using an offshore call center can be significantly cheaper than launching an in-house customer service team.
• Based on End-user, the market is segmented into IT, BFSI, healthcare, retail, government, and others. The IT segment is expected to achieve significant prominence during the forecast. The growing adoption of IT technologies and implementation of AI in the IT sector is expected to drive the market
• For a better understanding of the market adoption of call center outsourcing, the market is analyzed based on its worldwide presence in the countries such as North America (U.S., Canada, Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. The Asia Pacific region is expected to dominate the call center outsourcing market. The growth of the call center outsourcing market in the region can be attributed to the presence of a large number of companies that provide call center outsourcing services. Furthermore, countries like India have a large English-speaking population which is expected to influence the call center outsourcing market in the region.
• Some of the major players operating in the market include Accenture Plc, Teleperformance SE, Atento SA, Concentrix Corporation, Sitel Group, Capgemini SE, Cognizant Technology Solutions Corporation, Sutherland Global Services, Inc, TTEC Holdings, Inc, and HCL Technologies.