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

Report Description

The global Call Center Outsourcing Market is expected to grow at a significant rate of around 5% during the forecast period. Call center outsourcing is the process of outsourcing tele-calling-related activities of an organization to a specialized external third-party vendor. Advancements in Information Technology in the past two decades have led to the tremendous growth of this industry as they allowed organizations to engage the services of third-party vendors based at remote locations at lesser costs to fulfill their business call center needs. Additionally, the growth of call center outsourcing can be attributed to the growing need for expertise in organizational operations. Call center outsourcing provides organizations to get access to expert voice agents. Furthermore, call center services help organizations to save considerable time, money, and resources for business, enabling businesses to focus on core activities such as service & product development, sales strategies, and content strategies. Moreover, the rising focus of enterprises on boosting business agility, surviving the continuously changing business dynamics, and strategies to improve efficiency are the factors that fuel the growth of the call center outsourcing market.

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 are some of the key players in the market. Several M&As along with partnerships have been undertaken by these players to facilitate customers with hi-tech and innovative products/technologies.

Insights Presented in the Report

“Amongst type, the in-bound category to witness higher CAGR during the forecast period”

Based on type, the market is segmented into inbound and outbound. The inbound segment is expected to significantly during the forecast period. The growing adoption of the inbound call segment can be attributed to the growing trend amongst companies to provide top-of-the-competition customer service. Furthermore, inbound call centers help organizations create a positive image for their brand.

“Amongst end-user, the IT segment is expected to hold a significant share in the market in 2020”

Based on end-user, the market is segmented into IT, BFSI, retail, government, and others. The IT segment is expected to grow significantly during the forecast period. This is mainly due to the growing complexities in the IT sector, the users are in constant need of training. Furthermore, customer service through call centers also helps IT companies provide better value to their users.

“Asia Pacific to hold a significant share in the market”

In 2020, Asia-Pacific held a significant share of the global call center outsourcing market. This is mainly due to various factors such as the availability of labor and increased government investment in the BPO industry. Furthermore, the growth in the region can be attributed to the presence of key players such as Genpact, Infosys BPO, Tata Consultancy Services BPO, WNS Global Services, EXL Service, and Wipro BPO in the region.  Moreover, the flourishing startup culture and growing investments by organizations to provide better customer satisfaction are expected to drive the market in the region.

 Reasons to buy this report:

• The study includes market sizing and forecasting Analytics validated by authenticated key industry experts.
• The report presents a quick review of overall industry performance at one glance.
• The report covers in-depth Analytics of prominent industry peers with a primary focus on key business financials, product portfolio, expansion strategies, and recent developments.
• Detailed examination of drivers, restraints, key trends, and opportunities prevailing in the industry.
• The study comprehensively covers the market across different segments.
• Deep dive regional level Analytics of the industry.

Customization Options:

The global call center outsourcing market can further be customized as per the requirement or any other market segment. Besides this, UMI understands that you may have your own business needs, hence feel free to connect with us to get a report that completely suits your requirements.

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Research Methodology

Research Methodology for the Call Center Outsourcing Market Analytics (2022-2028)

Analyzing the historical market, estimating the current market, and forecasting the future market of the global Call center outsourcing market were the three major steps undertaken to create and analyze the adoption of Call center outsourcing in major regions globally. Exhaustive secondary research was conducted to collect the historical market numbers and estimate the current market size. Secondly, to validate these insights, numerous findings and assumptions were taken into consideration. Moreover, exhaustive primary interviews were also conducted, with industry experts across the value chain of the global Call center outsourcing market. Post assumption and validation of market numbers through primary interviews, we employed a top-down/bottom-up approach to forecasting the complete market size. Thereafter, market breakdown and data triangulation methods were adopted to estimate and analyze the market size of segments and sub-segments of the industry pertains to. Detailed methodology is explained below:

Analytics of Historical Market Size

Step 1: In-Depth Study of Secondary Sources:

Detail secondary study was conducted to obtain the historical market size of the call center outsourcing market through company internal sources such as annual reports & financial statements, performance presentations, press releases, etc., and external sources including journals, news & articles, government publications, competitor publications, sector reports, third-party database, and other credible publications.

Step 2: Market Segmentation:

After obtaining the historical market size of the call center outsourcing market, we conducted detailed secondary Analytics to gather historical market insights and share for different segments & sub-segments for major regions. Major segments are included in the report as type, enterprise size, and end-use. Further country-level analyses were conducted to evaluate the overall adoption of testing models in that region.

Step 3: Factor Analytics:

After acquiring the historical market size of different segments and sub-segments, we conducted detailed factor Analytics to estimate the current market size of the call center outsourcing market. Further, we conducted factor Analytics using dependent and independent variables such as various a type, enterprise sizes, and end-use of call center outsourcing. A thorough Analytics was conducted for demand and supply-side scenarios considering top partnerships, mergers and acquisitions, business expansion, and product launches in the Call center outsourcing market sector across the globe.

Current Market Size Estimate & Forecast

Current Market Sizing: Based on actionable insights from the above 3 steps, we arrived at the current market size, key players in the global call center outsourcing market, and market shares of the segments. All the required percentage shares split, and market breakdowns were determined using the above-mentioned secondary approach and were verified through primary interviews.

Estimation & Forecasting: For market estimation and forecast, weights were assigned to different factors including drivers & trends, restraints, and opportunities available for the stakeholders. After analyzing these factors, relevant forecasting techniques i.e., the top-down/bottom-up approach were applied to arrive at the market forecast for 2028 for different segments and sub-segments across the major markets globally. The research methodology adopted to estimate the market size encompasses:

• The industry’s market size, in terms of revenue (USD) and the adoption rate of the call center outsourcing market across the major markets domestically
• All percentage shares, splits, and breakdowns of market segments and sub-segments
• Key players in the global call center outsourcing market in terms of products offered. Also, the growth strategies adopted by these players to compete in the fast-growing market

Market Size and Share Validation

Primary Research: In-depth interviews were conducted with the Key Opinion Leaders (KOLs) including Top Level Executives (CXO/VPs, Sales Head, Marketing Head, Operational Head, Regional Head, Country Head, etc.) across major regions. Primary research findings were then summarized, and statistical Analytics was performed to prove the stated hypothesis. Inputs from primary research were consolidated with secondary findings, hence turning information into actionable insights.

Split of Primary Participants in Different Regions

Market Engineering

The data triangulation technique was employed to complete the overall market estimation and to arrive at precise statistical numbers for each segment and sub-segment of the global call center outsourcing market. Data was split into several segments & sub-segments post studying various parameters and trends in the areas of type, enterprise size, and end-user in the global call center outsourcing market.

The Main Objective of The Global Call Center Outsourcing Market Study:

The current & future market trends of the global call center outsourcing market were pinpointed in the study. Investors can gain strategic insights to base their discretion for investments on the qualitative and quantitative analytics performed in the study. Current and future market trends determined the overall attractiveness of the market at a regional level, providing a platform for the industrial participant to exploit the untapped market to benefit from a first-mover advantage. Other quantitative goals of the studies include:

• Analyze the current and forecast market size of the call center outsourcing market in terms of value (USD). Also, analyze the current and forecast market size of different segments and sub-segments
• Segments in the study include areas of the type, enterprise size, and end-user.
• Define and Analytics of the regulatory framework for the call center outsourcing
• Analyze the value chain involved with the presence of various intermediaries, along with analyzing customer and competitor behaviors of the industry.
• Analyze the current and forecast market size of the call center outsourcing market for the major region.
• Major countries of regions studied in the report include Asia Pacific, Europe, North America, and the Rest of the World.
• Company profiles of the call center outsourcing market and the growth strategies adopted by the market players to sustain in the fast-growing market
• Deep dive regional level Analytics of the industry

You can also purchase parts of this report. Do you want to check out a section wise
price list?

Get in touch with team