Segments - by Service Type (Inbound Services, Outbound Services, Back Office Solutions), by Organization Size (Small & Medium Enterprises and Large Enterprises), by End-user Industry (BFSI, Healthcare, Retail, IT & Telecommunications, Travel & Hospitality, Others), by Application (Email, Chat, Voice, Website, Social Media)
The global outsourced call centers market size was USD 92.93 Billion in 2023 and is likely to reach USD 186.5 Billion by 2032, expanding at a CAGR of 9.1% during 2024–2032. The market growth is attributed to the rapid proliferation of call and contact centers, with the need to provide exceptional client experiences to foster brand loyalty and gain a competitive edge.
Businesses are being compelled to expand their networks to major networks, including social media channels, such as Instagram, Facebook, LinkedIn, and X. Outsourced call centers allow companies to monitor and connect with customers in realtime, resolving any problems that arise and obtaining feedback.
According to Freshdesk Chat 2021, 79% of users prefer receiving live chat assistance for swift responses. Customer satisfaction rates stand at 73% for live chat assistance, 61% for email help, and 44% for phone assistance. The average wait time for live chat assistance is reported to be 46 seconds. Additionally, 69% of customers prefer interacting with human agents rather than chatbots for assistance.
Rising need for organizations to provide flawless communication channels is a major market driver. In the customer-centric business landscape of today, companies with seamless communication channels hold a competitive edge over others.The demand for cost-effective solutions to manage customer interactions has led businesses to outsource call center operations, fueling the market.
Technological advancements in artificial intelligence (AI) and machine learning (ML) are contributing to the market expansion. Technologies offering advanced analytics, automation, and enhanced customer interaction capabilities have made companies looking to amplify their service offerings curious.
Integration of AI allows for smart call routing systems, excellenthandling of customer queries, and personalized communications. AI-driven outsourced call centers have a global appeal due to their ability to utilize new technologies while functioning at a fraction of the cost.
The process of globalization is a significant market driver. Globalization and its subsequent need for multilingual support services drive the market. Industries such as retail and IT & telecommunication have seen a recent upward trend due to their diverse and widespread customer base.
The ability to offer multilingual support to customers in their vernacular is an asset that increases the brand image and customer loyalty of the company.
The demand for data security and compliance is a crucial market restraint. It is paramount that customer data remains private and secure as businesses handle sensitive information. The strict data protection regulations mandate sizable investments in advanced infrastructure and personnel training to handle the operations.
The cost of obtaining the necessary licenses and maintaining compliance with the rules is excessive, especially for small ventures. The struggle to allocate sufficient resources limits their ability to compete with large businesses that have dedicated teams and the financial backing to sustain them.
Reliance on external providers is expected to hinder the market during the forecast period. The introduction of third-party systems into processes exposes it to significant vulnerabilities. Additional structures in workflows lead to delays in response time, open avenues for inconsistent service quality, and eventually, dissatisfied clients.
This harms the brand reputation and customer loyalty, a liability in competitive markets.Additionally, companies have limited control over outsourced operations, making implementing the necessary changes quickly and efficiently difficult.
Advent of automatic speech recognition software has created significant market opportunities. Speech technologies have enabled natural and intuitive interactions between customers and automated systems, building comprehensive customer experience systems.
Call and contact centers provide personalized and efficient service by leveraging speech recognition and natural language processing (NLP). The technology reduces the need for human intervention for routine inquiries, improves customer satisfaction, and allows call centers to handle highvolumes of calls and customer interactions without compromising on quality.
Growing demand for omnichannel support is expected to create lucrative opportunities for market players in the coming years. The increasing significance of social media has led to customers expectingcoherent interactions across different media channels.
Outsourced call centers offer customers a unified customer experience, helping businesses build strong customer relationships through their incorporated solutions.
The rise of remote work and the gig economy provides an opportunity to tap into the diverse global workforce. Additionally, the ability to provide 24/7 support across different time zones and languages is an enormous appeal to many organizations.
The market report includes an assessment of the market trends, segments, and regional markets. Overview and dynamics have also been included in the report.
Attributes |
Details |
Report Title |
Outsourced Call Centers Market - Global Industry Analysis, Growth, Share, Size, Trends, and Forecast. |
Base Year |
2023 |
Historic Data |
2017 -2022 |
Forecast Period |
2024–2032 |
Segmentation |
Service Type (InboundServices, OutboundServices, and Back OfficeSolutions), OrganizationSize(Small & Medium Enterprises and Large Enterprises),End-user Industry(BFSI, Healthcare, Retail, IT& Telecommunications, Travel & Hospitality, and Others), and Application(Email, Chat, Voice, Website, and Social Media) |
Regional Scope |
Asia Pacific, North America, Latin America, Europe, and Middle East & Africa |
Report Coverage |
Company Share, Market Analysis and Size, Competitive Landscape, Growth Factors, MarketTrends, and Revenue Forecast |
Key Players Covered in the Report |
Alorica, Inc.; Concentrix Corporation; Datamark, Inc.; ibex Limited.; Raya Customer Experience; Scicom (MSC) Berhad; Startek; Sutherland; Telefónica S.A.; TTEC; and VXI Global Solutions |
Based on service, the outsourced call centers market is divided into inbound services, outbound services, and back-office solutions. The inbound services segment held a major share of the market, due to the segment being the primary handler for incoming calls for support, inquiries, and customer service. The segment is focused on answering queries, providing customer support, resolving issues, and managing complaints initiated by the customers themselves.
The increasing importance of delivering exceptional customer experience is driving organizations to prioritize inbound call center solutions. Enterprises are investing in technologies such as automated call distribution and interactive voice response systems to enhance their efficiency. Outsourced call centers reduce overhead costs, provide scalability, and open access to specialized expertise.
The outbound services segment is expected to expand at a significant growth rate in the coming years, owing to the rising importance of sales, lead generation, and customer feedback in the market.The segment is bound to experience growth as companies look to expand their customer base and enhance their sales outreach.
Business sectors such as retail and BFSI are outsourcing their outbound call center operations to leverage expertise and improve the effectiveness of marketing and sales initiatives. The use of predictive dialing and customer relationship management (CRM) software is crucial for optimizing call center operations. The segment thrives on agents reaching the right customers at the right time to have the maximum impact.
Back-office solutions are an integral part of the outsourced call center market. The segment is primarily focused on non-customer-facing activities such as data entry, billing, and order processing. These services allow businesses to streamline their back-end operations, refining their competence.
The demand for back-office solutions is expected to remain steady in the coming years, as companies seek to offload routine tasks and concentrate on core business functions. Industries such as healthcare, travel, and hospitality are quickly emerging as potential opportunities, increasingly outsourcing their back-office operations to reduce costs and improve their efficiency.
In terms of organization size, the outsourced call centers market is segmented into small & medium enterprises and large enterprises. The large enterprises segment leads the market, seeking to optimize operations and improve service quality.
Outsourcing allows these enterprises access to modern technologies and experienced personnel, enhancing operational efficiency and increasing customer satisfaction. Outsourced call centers are capable of delivering support operations across different geographies and time zones, offering a comprehensive customer experience.
The small & medium enterprises (SMEs) segment faces constraints and lack the infrastructure to manage extensive in-house call center operations. Outsourcing becomes an appealing solution in such situations, offering significant cost-saving opportunities and access to a professionally trained workforce at comparatively negligible capital.Outsourced call centers provide scalability and flexibility which is an arduous task to achieve internally.
On the basis of the end-user industry, the global market is segregated into BFSI, healthcare, retail, IT & telecommunications, travel &hospitality, and others. The BFSI (Banking, Financial Services, and Insurance) segment holds a large market share, driven by the need for efficient customer service and the operational management of complex financial product and service queries.
Outsourced call centers are equipped to manage high call volumes and provide technical support, includingaccount inquiries, transaction processing, policy updates, and claims handling. Having a functional pipeline to handle such tasks is crucial to maintaining customer trust and satisfaction.
The healthcare segment is anticipated to expandat a substantial CAGR during the forecast period, owing to the growing emphasis on patient engagement and communication. The shift of emphasis has led to an increasing reliance on outsourced call centers.
Contact centers oversee multiple tasks such as appointment scheduling and patient inquiries & follow-ups. Communication solutions in healthcare need to be compliant with industry regulations such as HIPAA and secure to prevent any patient information leaks. The need for such secure and compliant channels is driving the segment.
The retail segment expands, as in the retail industry, the primary focus is on elevating customer experience and securing customer loyalty. Call centers play a vital role in managing customer interactions across multiple media channels, including phone, email, and chat platforms.
They provide 24/7 support, an essential feature in addressing customer needs in real time and providing a memorable shopping experience. Retail companies benefit from the scalability and expertise, allowing them to handle prime-time customers and promotional campaigns effectively.
The IT and telecommunications segment relies on outsourced call centers to support technical assistance and customer service needs.Call and contact centers provide technical support as well asaddress troubleshooting and service needs.
The service complexity in the segment necessitates skilled manpower, trained to address technical queries effectively, making outsourcing a lucrative option for many businesses.
Based on application, the global market is divided into email, chat, voice, website, and social media. The voice segment generated a major revenue share of the market in 2023, due to many customers preferring to resolve complex issues through direct voice communication with a representative.
Traditional customer service has been primarily conducted over the telephone, encompassing both inbound and outbound calls for sales, support, and inquiries. The segment is increasingly incorporating advanced technologies such as speech analytics, interactive voice response (IVR) systems, and NLP to improve call routing and agent efficiency.
The social media segment is likely to lead the market in terms of revenue during the projection period, due to the rising significance of social media platforms.
Outsourced call centers manage a company’s customer interactions and support primarily through social media platforms such as Facebook, X, Instagram, and LinkedIn. They handle inquiries, complaints, and feedback directly on those channels, effectively acting as the company’s online customer service representatives.
Businesses are increasingly looking to outsource social media customer support to manage online reputation and respond to customer queries promptlyas social media usage increases.
In terms of region, the global outsourced call centers market is classified as Asia Pacific, North America, Latin America, Europe, and the Middle East & Africa. North America holds a major market share, with the US leading in the region and Canada a close second.
The dominance is attributed to well-established IT infrastructure, the presence of major industry players, and the increasing adoption of cloud-based solutions. North America-based companies are known to prioritize customer service excellence and adopt outsourcing solutions to increase operational efficiency and cost-effectiveness.
The Asia Pacific market is projected to experience significant growth in the coming years, due to its cost advantages and the large pool of skilled labor. Countries such as the Philippines and India are emerging as key hubs due to their proficient English-speaking workforce and competitive pricing structure. The increasing adoption of digital technologies and the rise of emerging economies are driving the demand for outsourced call centers.
The outsourced call centers market has been segmented on the basis of
The global outsourced call center market is highly competitive, with major players such as Teleperformance, Alorica, Sitel, Concentrix, Sykes Enterprises, and TTEC dominating the space, competing fiercely on factors,including service quality, cost competitiveness, technological capabilities, geographic reach, industry expertise, and customer satisfaction.
The landscape is further influenced by mergers, acquisitions, and the emergence of new players in the market, with a focus on differentiating value propositions to secure long-term contracts and cater to a diverse clientele across various industries.
Cost-effective outsourcing locations such as India and the Philippines attract many players, leading to intense price competition, particularly for basic call center services. Companies are increasingly investing in technologies,including AI, chatbots, and omnichannel support to enhance customer experiences and gain a competitive edge.
Established companies are focused on delivering high customer satisfaction through quality agent training, personalized interactions, and effective complaint resolution, a crucial factor for retaining clients and building brand reputation.
In January 2025, Concentrix expanded its outsourcing services by acquiring Blink Digital, a customer service outsourcing firm in AsiaPacific. The acquisition aims to strengthen its presence in the region and provide a broad range of multilingual support solutions for global clients in industries such as banking and retail.
In December 2024, Teleperformance (TP) announced a five-star certification from the China Association of Communications Enterprises (CACE). This was the first time that a non-state-owned commercial enterprise in the customer experience management (CXM) industry received this recognition.
In October 2024, Alorica announced initial outcomes from its collaboration with Google Cloud, integrating best-in-class AI technology to further enhance Alorica IQ. Since the launch of the enhanced version of AVA (Alorica Virtual Assistant) on the company’s website, they reported a 120% increase in engagement within three months compared to the traditional rule-based version of the chatbot.