“Global Call And Contact Center Outsourcing Market to reach a market value of USD 174.18 Billion by 2031 growing at a CAGR of 9.2%”
The Global Call And Contact Center Outsourcing Market size is expected to reach $174.18 billion by 2031, rising at a market growth of 9.2% CAGR during the forecast period.
Financial institutions, including banks, insurance providers, and investment firms, relied on outsourcing to handle customer queries, fraud prevention, debt collection, and transaction assistance. The need for 24/7 customer support, multilingual communication, and regulatory compliance drove the adoption of outsourced contact center services in the BFSI sector. Thus, the BFSI segment held 18% revenue share in the market in 2023. Additionally, the rise of digital banking and fintech solutions increased the demand for AI-driven customer service platforms, enhancing customer engagement and security. The sector’s focus on cost efficiency and improved service quality further contributed to the market growth of outsourced contact center solutions in BFSI.
The growing need for cost-effective customer support solutions drives the market. Businesses are constantly pressured to enhance customer experience while keeping operational costs low. Maintaining an in-house customer service department requires substantial investment in infrastructure, recruitment, training, and technology. Thus, there is an increasing demand for cost-effective customer support solutions.
Additionally, as businesses expand and face growing competition, they increasingly prioritize their core competencies, such as product development, marketing strategies, and business growth. Managing an in-house call center requires substantial time and resources, diverting focus from these critical areas. Therefore, outsourcing call and contact center services will grow as companies continue to seek ways to optimize their operational efficiency.
However, one of the major concerns associated with outsourcing customer support services is data security and privacy risks. Companies often share sensitive customer information such as personal details, payment credentials, and order histories with outsourcing partners. If these third-party providers fail to implement strong cybersecurity measures, they become vulnerable to cyber threats, data breaches, and unauthorized access to confidential information.
Based on type, the market is characterized into email support, chat support, voice, and other. The email support segment garnered 29% revenue share in the market in 2023. This dominance was driven by the increasing preference for asynchronous communication, allowing businesses to efficiently handle large volumes of customer queries.
On the basis of outsourcing type, the market is classified into offshore and onshore. The onshore segment recorded 55% revenue share in the market in 2023. Many businesses, particularly in highly regulated industries such as finance, healthcare, and government, preferred onshore outsourcing due to stringent data privacy laws and customer trust concerns. Onshore call centers offered advantages such as cultural alignment, better language proficiency, and compliance with local regulatory frameworks.
By services, the market is divided into inbound services and outbound services. The outbound services segment garnered 40% revenue share in the market in 2023. This growth fuelled the increasing demand for telemarketing, lead generation, customer feedback collection, and debt collection services. Many businesses leveraged outbound outsourcing solutions to enhance sales outreach, strengthen customer engagement, and execute targeted marketing campaigns.
Based on enterprise size, the market is segmented into large enterprises and small & medium enterprises (SMEs). The large enterprises segment attained 54% revenue share in the market in 2023. Large corporations, particularly in industries such as BFSI, telecommunications, healthcare, and e-commerce, heavily rely on outsourcing to manage high call volumes, ensure 24/7 customer support, and optimize operational costs.
Based on end-use, the market is segmented into BFSI, healthcare, retail, IT & telecom, manufacturing, and others. The healthcare segment procured 23% revenue share in the market in 2023. The increasing demand for patient support services, appointment scheduling, medical billing inquiries, and telehealth assistance significantly drove the growth of this segment. Healthcare providers and insurance companies leveraged outsourcing to manage high call volumes efficiently while ensuring compliance with strict data privacy regulations such as HIPAA.
Free Valuable Insights: Global Call And Contact Center Outsourcing Market size to reach USD 174.18 Billion by 2031
Region-wise, the market is analyzed across North America, Europe, Asia Pacific, and LAMEA. The Asia Pacific segment witnessed 28% revenue share in 2023. The region remained a global hub for outsourcing services due to its cost-effective labour market, highly skilled workforce, and expanding digital infrastructure.
| Report Attribute | Details |
|---|---|
| Market size value in 2023 | USD 87.46 Billion |
| Market size forecast in 2031 | USD 174.18 Billion |
| Base Year | 2023 |
| Historical Period | 2020 to 2022 |
| Forecast Period | 2024 to 2031 |
| Revenue Growth Rate | CAGR of 9.2% from 2024 to 2031 |
| Number of Pages | 339 |
| Number of Tables | 540 |
| Report coverage | Market Trends, Revenue Estimation and Forecast, Segmentation Analysis, Regional and Country Breakdown, Porter’s 5 Forces Analysis, Company Profiling, Companies Strategic Developments, SWOT Analysis, Winning Imperatives |
| Segments covered | Outsourcing Type, Services, Type, Enterprise Size, End-use, Region |
| Country scope |
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| Companies Included | Alorica Inc., Concentrix Corporation, Capgemini SE, Computer Generated Solutions, Inc., Datamark Inc., Infosys Limited, Konecta Group, Serco Group plc, Teleperformance SE and Wipro Limited |
By Outsourcing Type
By Services
By Type
By Enterprise Size
By End-use
By Geography
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