Contact and Call Centre Outsourcing Market Report 2024 (Global Edition)

Global Contact and Call Centre Outsourcing Market Report 2024 Market Size Split by Type (Inbound, Outbound), by Service (Email Support , Chat Support , Voice Support , Website Support , Others ),...

Contact and Call Centre Outsourcing Market Report Description

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Competitive Landscape of the Contact and Call Centre Outsourcing Market

Key players deploy strategic initiatives such as product innovations, partnerships, and mergers. Companies prioritize R&D to introduce cutting-edge reagents, ensuring a competitive edge. Robust distribution networks and adherence to quality standards amplify market presence, fostering an environment where agility and innovation define industry leaders.

Top Companies Market Share in Contact and Call Centre Outsourcing Industry: (In no particular order of Rank)

• Alorica
• Grupo Konecta
• Webhelp
• Atento
• Acticall Sitel Group
• StarTek
• Sykes
• CGS Inc
• TTEC
• Xerox Corporation
• SERCO GROUP
• Synnex
• Teleperformance
• Arvato.
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*List of Second Tier Companies, List of Third Tier/ Start-up Companies (Inquire with sales executive) Request Any Company Profile for Preview Purpose OR Data Validation!

If any Company(ies) of your interest has/have not been disclosed in the above list then please let us know the same so that we will check the data availability in our database and provide you the confirmation or include it in the final deliverables.

Regional Analysis of Contact and Call Centre Outsourcing Market

Which Region Dominates the Contact and Call Centre Outsourcing Market in 2024?

According to Cognitive Market Research, North America dominated the market in 2024 and accounted for around 40% of the global revenue. The market for contact and call center outsourcing in North America is expanding significantly as companies look to lower operating costs while improving customer service. Outsourcing companies in the area provide a broad range of services, such as inbound and outbound phoning, email assistance, and social media management, with an emphasis on efficiency and creativity. The area's advanced technology infrastructure and highly qualified labor force are key factors in the market's rise.

Which Region is Expanding at the Fastest CAGR?

The Europe region is witnessing an increase, in the sales of reagents. The desire for effective customer service solutions is driving significant growth in Europe's contact and call center outsourcing business. European outsourcing companies focus on improving client experiences while cutting costs. They provide a wide range of services, such as multilingual support and cutting-edge technology integration.

The current report Scope analyzes Contact and Call Centre Outsourcing Market on 5 major region Split (In case you wish to acquire a specific region edition (more granular data) or any country Edition data then please write us on info@cognitivemarketresearch.com

• North America (United States, Canada, Mexico)
• Europe (United Kingdom, France, Germany, Italy, Russia, Spain, Sweden, Denmark, Netherlands, Switzerland, Belgium)
• Asia-Pacific (China, Japan, Korea, India, Australia, Philippines, Singapore, Malaysia, Thailand, Indonesia, Rest of APAC)
• South America (Brazil, Argentina, Colombia, Peru, Chile, Rest of South America)
• Middle East and Africa (Saudi Arabia, Turkey, Nigeria, UAE, Egypt, South Africa, GCC Countries, Rest of MEA)

The above graph is for illustrative purposes only.

North America Contact and Call Centre Outsourcing Market

According to Cognitive Market Research, the global Contact and Call Centre Outsourcing market size was estimated at USD 105184.2 Million out of which North America held the major market of more than 40% of the global revenue with a market size of USD 42073.68 million in 2024 and will grow at a compound annual growth rate (CAGR) of 6.2% from 2024 to 2031. The market for contact and call center outsourcing is expanding rapidly in North America as a result of companies' growing emphasis on improving customer experiences while maximizing operational effectiveness. To meet the varying needs of the industry, outsourcing providers provide a wide range of services, such as email and chat support, inbound and outbound help, and multilingual solutions. Companies look for specialized outsourcing partners, especially in the technology industry, to manage consumer questions and technical support. North America is at the forefront of the global contact and call center outsourcing scene, putting a heavy emphasis on quality and innovation.

Country Analysis

• According to Cognitive Market Research, the US had a major share in the Contact and Call Centre Outsourcing market with a market size of USD 33196.13 million in 2024 and is projected to grow at a CAGR of 6.0% during the forecast period. The demand is amplified by the economic conditions. 
• The Canada Contact and Call Centre Outsourcing market had a market share of USD 5048.84 million in 2024 and is projected to grow at a CAGR of 7.0% during the forecast period. Canada's rising technological advancements.
• The Mexico Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 6.7% during the forecast period with a market size of USD 3828.70 million in 2024.

Europe Contact and Call Centre Outsourcing Market

According to Cognitive Market Research, with a market value of USD 105184.2 million in 2024 and projected to expand at a compound annual growth rate (CAGR) of 6.5% from 2024 to 2031. Europe accounted for a share of over 30% of the global market size of USD 31555.26 million. Businesses' growing need for effective customer service solutions is driving a considerable growth in the contact and call center outsourcing market in Europe. In order to meet the varied demands of the region, outsourcing providers provide a wide range of services, such as multilingual support, email and chat assistance, and specialist industry solutions. Companies want for outsourcing partners to handle patient questions and appointment scheduling, especially in the healthcare industry. Europe continues to be a major player in the global contact and call center outsourcing business, pushing innovation and service excellence with an emphasis on quality and compliance.

• The United Kingdom Contact and Call Centre Outsourcing market had a market share of USD 5301.28 million in 2024 and is projected to grow at a CAGR of 7.3% during the forecast period. In the UK, Contact and Call Centre Outsourcing sales witness an upswing due to the language capabilities, and workforce availability. 
• The France Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 5.7% during the forecast period with a market size of USD 2903.08 million in 2024.
• According to Cognitive Market Research, the Germany Contact and Call Centre Outsourcing market size was valued at USD 6247.94 million in 2024 and is projected to grow at a CAGR of 6.7% during the forecast period. In Germany, Contact and Call Centre Outsourcing sales surge due to the nation's telecommunications, banking, and healthcare. 
• The Italy Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 5.9% during the forecast period with a market size of USD 2713.75 million in 2024.
• The Russia Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 5.5% during the forecast period with a market size of USD 4891.07 million in 2024.
• The Spain Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 5.6% during the forecast period with a market size of USD 2587.53 million in 2024.
• The Luxembourg Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 6.6% during the forecast period with a market size of USD 978.21 million in 2024.
• The Portugal Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 6.3% during the forecast period with a market size of USD 662.66 million in 2024.
• The Greece Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 6.8% during the forecast period with a market size of USD 378.66 million in 2024.
• Rest of Europe Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 5.2% during the forecast period with a market size of USD 4891.07 million in 2024.

Asia Pacific Contact and Call Centre Outsourcing Market

According to Cognitive Market Research, the global Contact and Call Centre Outsourcing market size was estimated at USD 105184.2 Million out of which Asia Pacific held the market of around 23% of the global revenue with a market size of USD 24192.37 million in 2024 and will grow at a compound annual growth rate (CAGR) of 10.0% from 2024 to 2031. The market for contact and call center outsourcing is expanding quickly in the Asia Pacific area due to rising demand for reasonably priced customer care options. To meet the needs of the region's varied businesses, outsourcing providers provide a broad range of services, such as inbound and outbound support, chat and email assistance, and technical support. Companies want for outsourcing partners to manage consumer inquiries and problems, especially in the technology sector. Asia Pacific develops as a major participant in the global contact and call center outsourcing scene, fostering service quality and corporate success with an emphasis on scalability and innovation.

• According to Cognitive Market Research, the China Contact and Call Centre Outsourcing market size was valued at USD 10886.56 million in 2024 and is projected to grow at a CAGR of 9.5% during the forecast period. Contact and Call Centre Outsourcing sales surge in China due to the country's large English-speaking population.
• The Japan Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 8.5% during the forecast period with a market size of USD 3338.55 million in 2024.
• The India Contact and Call Centre Outsourcing market had a market share of USD 2903.08 million in 2024 and is projected to grow at a CAGR of 11.8% during the forecast period. The demand is augmented by India's cost-effective labor.
• The South Korea Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 9.1% during the forecast period with a market size of USD 2419.24 million in 2024.
• The Australia Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 9.7% during the forecast period with a market size of USD 1258.00 million in 2024.
• The South East Asia Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 11.0% during the forecast period with a market size of USD 1669.27 million in 2024.
• The Rest of Asia Pacific Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 9.8% during the forecast period with a market size of USD 1717.66 million in 2024.

South America Contact and Call Centre Outsourcing Market

According to Cognitive Market Research, the global Contact and Call Centre Outsourcing market size was estimated at USD 105184.2 Million out of which Latin America market of more than 5% of the global revenue with a market size of USD 5259.21 million in 2024 and will grow at a compound annual growth rate (CAGR) of 7.4% from 2024 to 2031. The market for contact and call center outsourcing is expanding significantly in Latin America as companies look for more affordable and effective ways to provide customer care. To meet the varying needs of the sector, outsourcing providers provide a range of services, such as technical support, multilingual assistance, and inbound and outbound support. Companies look for outsourcing partners, especially in the telecommunications industry, to handle consumer complaints and questions. Latin America becomes a competitive force in the global contact and call center outsourcing market by emphasizing quality and scalability, which boosts customer satisfaction and company success in the area.

• According to Cognitive Market Research, the Brazil Contact and Call Centre Outsourcing market size was valued at USD 2250.94 million in 2024 and is projected to grow at a CAGR of 8.0% during the forecast period. Contact and Call Centre Outsourcing sales flourish in Brazil due to the nation's thriving established outsourcing infrastructure.
• The Argentina Contact and Call Centre Outsourcing market had a market share of USD 883.55 million in 2024 and is projected to grow at a CAGR of 8.3% during the forecast period. The demand is augmented by Argentina's commitment to  the need for companies to streamline operations.
• The Colombia Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 7.2% during the forecast period with a market size of USD 468.07 million in 2024.
• The Peru Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 7.6% during the forecast period with a market size of USD 431.26 million in 2024.
• The Chile Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 7.7% during the forecast period with a market size of USD 378.66 million in 2024.
• The Rest of Latin America Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 6.5% during the forecast period with a market size of USD 846.73 million in 2024.

Middle East and Africa Contact and Call Centre Outsourcing Market

According to Cognitive Market Research, the global Contact and Call Centre Outsourcing market size was estimated at USD 105184.2 Million out of which Middle East and Africa held the major market of around 2% of the global revenue with a market size of USD 2103.68 million in 2024 and will grow at a compound annual growth rate (CAGR) of 7.7% from 2024 to 2031. The Middle East and Africa region's growing emphasis on improving customer experiences and operational efficiency is fueling the market's continuous expansion in contact and call center outsourcing. To meet a variety of corporate demands, outsourcing providers provide a range of services, such as multilingual help, inbound and outbound support, and industry-specific solutions. Companies want for outsourcing partners to handle reservation questions and guest service, especially in the hospitality industry. The Middle East and Africa emerge as major participants in the global contact and call center outsourcing scene, propelling corporate expansion and service excellence with an emphasis on quality and innovation.

• According to Cognitive Market Research, the GCC Countries Contact and Call Centre Outsourcing market size was valued at USD 900.38 million in 2024 and is projected to grow at a CAGR of 8.5% during the forecast period. Contact and Call Centre Outsourcing sales flourish in the GCC Countries due to the region's , reduce overhead costs.
• The Egypt Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 8.0% during the forecast period with a market size of USD 220.89 million in 2024.
• The South Africa Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 8.7% during the forecast period with a market size of USD 332.38 million in 2024. Contact and Call Centre Outsourcing sales flourish in the South Africa due to the focus on core business activities.
• The Turkey Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 7.2% during the forecast period with a market size of USD 180.92 million in 2024.
• The Nigeria Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 6.8% during the forecast period with a market size of USD 220.89 million in 2024.
• The Rest of MEA Contact and Call Centre Outsourcing market is projected to witness growth at a CAGR of 6.7% during the forecast period with a market size of USD 248.23 million in 2024.

Contact and Call Centre Outsourcing Market Analysis

Contact and Call Centre Outsourcing Product Type Segment Analysis

According to Cognitive Market Research, Inbound held the major market share over the forecast period. A variety of inbound services are provided by outsourcing companies, including as order processing, customer service, and technical support. Inbound outsourcing solutions, with their emphasis on quality and efficiency, allow companies to increase customer satisfaction, simplify operations, and concentrate on their core skills—all of which contribute to market expansion.

Outbound is the fastest-growing category over the forecast period. The market for contact and call center outsourcing is expanding due to outbound services, which companies are using to increase sales and reach new markets. Outsourcing companies provide outbound services like lead generation, telemarketing, and client follow-ups. Outbound outsourcing solutions, which prioritize revenue creation and client engagement, help companies meet their sales goals more effectively and accelerate the market's growth.

• Inbound 
• Outbound 

The above Chart is for representative purposes and does not depict actual sale statistics. Access/Request the quantitative data to understand the trends and dominating segment of Contact and Call Centre Outsourcing Industry. Request a Free Sample PDF!

Contact and Call Centre Outsourcing Service Segment Analysis

According to Cognitive Market Research, Email Support, hold a prominent market share. Email support solutions are provided by outsourcing companies, who also handle client inquiries, troubleshoot issues, and offer timely assistance. Email support outsourcing helps companies to efficiently handle their client interactions, promoting market expansion and satisfying changing customer expectations, with an emphasis on improving customer satisfaction and response times.

Chat Support is the fastest-growing category over the forecast period. Businesses that prioritize real-time client involvement are driving the expansion of the contact and call center outsourcing market with the need for chat support services. Chat support solutions are provided by outsourcing companies; they give prompt assistance, answer questions, and improve client experiences. Chat support outsourcing, which prioritizes efficiency and accessibility, helps companies to handle client contacts across a range of digital channels, promoting market expansion and satisfying changing customer demands.

• Email Support 
• Chat Support 
• Voice Support 
• Website Support 
• Others 

The above Graph is for representation purposes only. This chart does not depict actual Market share.

Contact and Call Centre Outsourcing Enterprise Size Segment Analysis

According to Cognitive Market Research, Small and Medium held the major market share over the forecast period. The market for contact and call center outsourcing is expanding because small and medium-sized businesses (SMEs) are looking for affordable ways to improve customer service. Outsourcing companies provide customized services, such as inbound and outbound help, email and chat support, and multilingual services, to meet the unique requirements and financial constraints of SMEs. By emphasizing flexibility and cost, SMEs can maximize client contacts and spur company expansion.

Large is the fastest-growing category over the forecast period. Due to their desire to maximize operational efficiency and concentrate on core strengths, large organizations are driving the expansion of the contact and call center outsourcing industry. Scalable solutions, comprising complete inbound and outbound assistance, cutting-edge technology integration, and specialized services, are provided by outsourcing providers in response to the intricate needs of major organizations.

• Small and Medium 
• Large 

Author's Detail

Swasti Dharmadhikari

Research associate at Cognitive Market Research

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Swasti Dharmadhikari, an agile and achievement-focused market researcher with an innate ardor for deciphering the intricacies of the Service & Software sector. Backed by a profound insight into technology trends and consumer dynamics, she has committed herself to meticulously navigating the ever-evolving terrain of digital Services and software solutions.

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