Need help finding what you are looking for?
Contact Us
PUBLISHER: KBV Research | PRODUCT CODE: 1709770
PUBLISHER: KBV Research | PRODUCT CODE: 1709770
North America Call And Contact Center Outsourcing Market Size, Share & Trends Analysis Report By Outsourcing Type (Onshore, and Offshore), By Services, By Type, By Enterprise Size, By End-use, By Country and Growth Forecast, 2024 - 2031
PUBLISHED:
PAGES: 126 Pages
DELIVERY TIME: 1-2 business days
SELECT AN OPTION
The North America Call And Contact Center Outsourcing Market would witness market growth of 8.5% CAGR during the forecast period (2024-2031).
The US market dominated the North America Call And Contact Center Outsourcing Market by Country in 2023, and would continue to be a dominant market till 2031; thereby, achieving a market value of $41,187.9 million by 2031. The Canada market is experiencing a CAGR of 10.7% during (2024 - 2031). Additionally, The Mexico market would exhibit a CAGR of 9.9% during (2024 - 2031).
Technical support is another critical application, particularly in IT and telecommunications. Outsourced contact centers employ skilled agents to troubleshoot software issues, assist with hardware malfunctions, and guide customers through complex technical processes. This allows technology firms to offer expert assistance without diverting focus from product development. Telemarketing and sales support also feature prominently, with outbound services driving lead generation, customer acquisition, and upselling opportunities.
Moreover, beyond these traditional roles, outsourcing extends to multichannel and omnichannel support, integrating voice, email, live chat, and social media interactions into a cohesive customer experience. This versatility makes call and contact center outsourcing indispensable for businesses seeking a competitive edge in a customer-driven market. By outsourcing these functions, organizations can ensure consistent service quality, reduce response times, and address diverse customer needs, all while optimizing resource allocation.
The market in Mexico, the USA, and Canada is experiencing significant growth due to rising retail activity, increased healthcare investments, and the expansion of the telecommunications sector. As businesses across these regions scale operations and digital transformation accelerate, the demand for outsourced customer service solutions is rising. Retailers, healthcare providers, and telecom companies increasingly rely on outsourced call centers to handle growing customer inquiries, provide technical support, and enhance overall service efficiency.
Based on Outsourcing Type, the market is segmented into Onshore, and Offshore. Based on Services, the market is segmented into Inbound Services, and Outbound Services. Based on Type, the market is segmented into Voice, Email Support, Chat Support, and Other Type. Based on Enterprise Size, the market is segmented into Large Enterprises, and Small & Medium Enterprises (SMEs). Based on End-use, the market is segmented into Healthcare, IT & Telecom, BFSI, Retail, Manufacturing, and Other End Use. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
List of Key Companies Profiled
- Alorica Inc.
- Concentrix Corporation
- Capgemini SE
- Computer Generated Solutions, Inc.
- Datamark Inc.
- Infosys Limited
- Konecta Group
- Serco Group plc
- Teleperformance SE
- Wipro Limited
North America Call And Contact Center Outsourcing Market Report Segmentation
By Outsourcing Type
- Onshore
- Offshore
By Services
- Inbound Services
- Outbound Services
By Type
- Voice
- Email Support
- Chat Support
- Other Type
By Enterprise Size
- Large Enterprises
- Small & Medium Enterprises (SMEs)
By End-use
- Healthcare
- IT & Telecom
- BFSI
- Retail
- Manufacturing
- Other End Use
By Country
- US
- Canada
- Mexico
- Rest of North America
Table of Contents
Chapter 1. Market Scope & Methodology
- 1.1 Market Definition
- 1.2 Objectives
- 1.3 Market Scope
- 1.4 Segmentation
- 1.4.1 North America Call And Contact Center Outsourcing Market, by Outsourcing Type
- 1.4.2 North America Call And Contact Center Outsourcing Market, by Services
- 1.4.3 North America Call And Contact Center Outsourcing Market, by Type
- 1.4.4 North America Call And Contact Center Outsourcing Market, by Enterprise Size
- 1.4.5 North America Call And Contact Center Outsourcing Market, by End-use
- 1.4.6 North America Call And Contact Center Outsourcing Market, by Country
- 1.5 Methodology for the research
Chapter 2. Market at a Glance
- 2.1 Key Highlights
Chapter 3. Market Overview
- 3.1 Introduction
- 3.1.1 Overview
- 3.1.1.1 Market Composition and Scenario
- 3.1.1 Overview
- 3.2 Key Factors Impacting the Market
- 3.2.1 Market Drivers
- 3.2.2 Market Restraints
- 3.2.3 Market Opportunities
- 3.2.4 Market Challenges
- 3.3 Porter Five Forces Analysis
Chapter 4. North America Call And Contact Center Outsourcing Market by Outsourcing Type
- 4.1 North America Onshore Market by Region
- 4.2 North America Offshore Market by Region
Chapter 5. North America Call And Contact Center Outsourcing Market by Services
- 5.1 North America Inbound Services Market by Country
- 5.2 North America Outbound Services Market by Country
Chapter 6. North America Call And Contact Center Outsourcing Market by Type
- 6.1 North America Voice Market by Country
- 6.2 North America Email Support Market by Country
- 6.3 North America Chat Support Market by Country
- 6.4 North America Other Type Market by Country
Chapter 7. North America Call And Contact Center Outsourcing Market by Enterprise Size
- 7.1 North America Large Enterprises Market by Country
- 7.2 North America Small & Medium Enterprises (SMEs) Market by Country
Chapter 8. North America Call And Contact Center Outsourcing Market by End-use
- 8.1 North America Healthcare Market by Country
- 8.2 North America IT & Telecom Market by Country
- 8.3 North America BFSI Market by Country
- 8.4 North America Retail Market by Country
- 8.5 North America Manufacturing Market by Country
- 8.6 North America Other End Use Market by Country
Chapter 9. North America Call And Contact Center Outsourcing Market by Country
- 9.1 US Call And Contact Center Outsourcing Market
- 9.1.1 US Call And Contact Center Outsourcing Market by Outsourcing Type
- 9.1.2 US Call And Contact Center Outsourcing Market by Services
- 9.1.3 US Call And Contact Center Outsourcing Market by Type
- 9.1.4 US Call And Contact Center Outsourcing Market by Enterprise Size
- 9.1.5 US Call And Contact Center Outsourcing Market by End-use
- 9.2 Canada Call And Contact Center Outsourcing Market
- 9.2.1 Canada Call And Contact Center Outsourcing Market by Outsourcing Type
- 9.2.2 Canada Call And Contact Center Outsourcing Market by Services
- 9.2.3 Canada Call And Contact Center Outsourcing Market by Type
- 9.2.4 Canada Call And Contact Center Outsourcing Market by Enterprise Size
- 9.2.5 Canada Call And Contact Center Outsourcing Market by End-use
- 9.3 Mexico Call And Contact Center Outsourcing Market
- 9.3.1 Mexico Call And Contact Center Outsourcing Market by Outsourcing Type
- 9.3.2 Mexico Call And Contact Center Outsourcing Market by Services
- 9.3.3 Mexico Call And Contact Center Outsourcing Market by Type
- 9.3.4 Mexico Call And Contact Center Outsourcing Market by Enterprise Size
- 9.3.5 Mexico Call And Contact Center Outsourcing Market by End-use
- 9.4 Rest of North America Call And Contact Center Outsourcing Market
- 9.4.1 Rest of North America Call And Contact Center Outsourcing Market by Outsourcing Type
- 9.4.2 Rest of North America Call And Contact Center Outsourcing Market by Services
- 9.4.3 Rest of North America Call And Contact Center Outsourcing Market by Type
- 9.4.4 Rest of North America Call And Contact Center Outsourcing Market by Enterprise Size
- 9.4.5 Rest of North America Call And Contact Center Outsourcing Market by End-use
Chapter 10. Company Profiles
- 10.1 Alorica Inc.
- 10.1.1 Company Overview
- 10.1.2 Recent strategies and developments:
- 10.1.2.1 Geographical Expansions:
- 10.2 Concentrix Corporation
- 10.2.1 Company Overview
- 10.2.2 Financial Analysis
- 10.2.3 Regional Analysis
- 10.2.4 Recent strategies and developments:
- 10.2.4.1 Acquisition and Mergers:
- 10.3 Capgemini SE
- 10.3.1 Company Overview
- 10.3.2 Financial Analysis
- 10.3.3 Regional Analysis
- 10.3.4 SWOT Analysis
- 10.4 Computer Generated Solutions, Inc.
- 10.4.1 Company Overview
- 10.5 Datamark Inc.
- 10.5.1 Company Overview
- 10.6 Infosys Limited
- 10.6.1 Company Overview
- 10.6.2 Financial Analysis
- 10.6.3 Segmental and Regional Analysis
- 10.6.4 Research & Development Expense
- 10.6.5 SWOT Analysis
- 10.7 Konecta Group
- 10.7.1 Company Overview
- 10.8 Serco Group plc
- 10.8.1 Company Overview
- 10.8.2 Financial Analysis
- 10.8.3 Regional Analysis
- 10.8.4 Research & Development Expenses
- 10.9 Teleperformance SE
- 10.9.1 Company Overview
- 10.9.2 Financial Analysis
- 10.9.3 Segmental Analysis
- 10.9.4 SWOT Analysis
- 10.10. Wipro Limited
- 10.10.1 Company Overview
- 10.10.2 Financial Analysis
- 10.10.3 Segmental and Regional Analysis
- 10.10.4 Research & Development Expenses
- 10.10.5 SWOT Analysis
LIST OF TABLES
- TABLE 1 North America Call And Contact Center Outsourcing Market, 2020 - 2023, USD Million
- TABLE 2 North America Call And Contact Center Outsourcing Market, 2024 - 2031, USD Million
- TABLE 3 North America Call And Contact Center Outsourcing Market by Outsourcing Type, 2020 - 2023, USD Million
- TABLE 4 North America Call And Contact Center Outsourcing Market by Outsourcing Type, 2024 - 2031, USD Million
- TABLE 5 North America Onshore Market by Region, 2020 - 2023, USD Million
- TABLE 6 North America Onshore Market by Region, 2024 - 2031, USD Million
- TABLE 7 North America Offshore Market by Region, 2020 - 2023, USD Million
- TABLE 8 North America Offshore Market by Region, 2024 - 2031, USD Million
- TABLE 9 North America Call And Contact Center Outsourcing Market by Services, 2020 - 2023, USD Million
- TABLE 10 North America Call And Contact Center Outsourcing Market by Services, 2024 - 2031, USD Million
- TABLE 11 North America Inbound Services Market by Country, 2020 - 2023, USD Million
- TABLE 12 North America Inbound Services Market by Country, 2024 - 2031, USD Million
- TABLE 13 North America Outbound Services Market by Country, 2020 - 2023, USD Million
- TABLE 14 North America Outbound Services Market by Country, 2024 - 2031, USD Million
- TABLE 15 North America Call And Contact Center Outsourcing Market by Type, 2020 - 2023, USD Million
- TABLE 16 North America Call And Contact Center Outsourcing Market by Type, 2024 - 2031, USD Million
- TABLE 17 North America Voice Market by Country, 2020 - 2023, USD Million
- TABLE 18 North America Voice Market by Country, 2024 - 2031, USD Million
- TABLE 19 North America Email Support Market by Country, 2020 - 2023, USD Million
- TABLE 20 North America Email Support Market by Country, 2024 - 2031, USD Million
- TABLE 21 North America Chat Support Market by Country, 2020 - 2023, USD Million
- TABLE 22 North America Chat Support Market by Country, 2024 - 2031, USD Million
- TABLE 23 North America Other Type Market by Country, 2020 - 2023, USD Million
- TABLE 24 North America Other Type Market by Country, 2024 - 2031, USD Million
- TABLE 25 North America Call And Contact Center Outsourcing Market by Enterprise Size, 2020 - 2023, USD Million
- TABLE 26 North America Call And Contact Center Outsourcing Market by Enterprise Size, 2024 - 2031, USD Million
- TABLE 27 North America Large Enterprises Market by Country, 2020 - 2023, USD Million
- TABLE 28 North America Large Enterprises Market by Country, 2024 - 2031, USD Million
- TABLE 29 North America Small & Medium Enterprises (SMEs) Market by Country, 2020 - 2023, USD Million
- TABLE 30 North America Small & Medium Enterprises (SMEs) Market by Country, 2024 - 2031, USD Million
- TABLE 31 North America Call And Contact Center Outsourcing Market by End-use, 2020 - 2023, USD Million
- TABLE 32 North America Call And Contact Center Outsourcing Market by End-use, 2024 - 2031, USD Million
- TABLE 33 North America Healthcare Market by Country, 2020 - 2023, USD Million
- TABLE 34 North America Healthcare Market by Country, 2024 - 2031, USD Million
- TABLE 35 North America IT & Telecom Market by Country, 2020 - 2023, USD Million
- TABLE 36 North America IT & Telecom Market by Country, 2024 - 2031, USD Million
- TABLE 37 North America BFSI Market by Country, 2020 - 2023, USD Million
- TABLE 38 North America BFSI Market by Country, 2024 - 2031, USD Million
- TABLE 39 North America Retail Market by Country, 2020 - 2023, USD Million
- TABLE 40 North America Retail Market by Country, 2024 - 2031, USD Million
- TABLE 41 North America Manufacturing Market by Country, 2020 - 2023, USD Million
- TABLE 42 North America Manufacturing Market by Country, 2024 - 2031, USD Million
- TABLE 43 North America Other End Use Market by Country, 2020 - 2023, USD Million
- TABLE 44 North America Other End Use Market by Country, 2024 - 2031, USD Million
- TABLE 45 North America Call And Contact Center Outsourcing Market by Country, 2020 - 2023, USD Million
- TABLE 46 North America Call And Contact Center Outsourcing Market by Country, 2024 - 2031, USD Million
- TABLE 47 US Call And Contact Center Outsourcing Market, 2020 - 2023, USD Million
- TABLE 48 US Call And Contact Center Outsourcing Market, 2024 - 2031, USD Million
- TABLE 49 US Call And Contact Center Outsourcing Market by Outsourcing Type, 2020 - 2023, USD Million
- TABLE 50 US Call And Contact Center Outsourcing Market by Outsourcing Type, 2024 - 2031, USD Million
- TABLE 51 US Call And Contact Center Outsourcing Market by Services, 2020 - 2023, USD Million
- TABLE 52 US Call And Contact Center Outsourcing Market by Services, 2024 - 2031, USD Million
- TABLE 53 US Call And Contact Center Outsourcing Market by Type, 2020 - 2023, USD Million
- TABLE 54 US Call And Contact Center Outsourcing Market by Type, 2024 - 2031, USD Million
- TABLE 55 US Call And Contact Center Outsourcing Market by Enterprise Size, 2020 - 2023, USD Million
- TABLE 56 US Call And Contact Center Outsourcing Market by Enterprise Size, 2024 - 2031, USD Million
- TABLE 57 US Call And Contact Center Outsourcing Market by End-use, 2020 - 2023, USD Million
- TABLE 58 US Call And Contact Center Outsourcing Market by End-use, 2024 - 2031, USD Million
- TABLE 59 Canada Call And Contact Center Outsourcing Market, 2020 - 2023, USD Million
- TABLE 60 Canada Call And Contact Center Outsourcing Market, 2024 - 2031, USD Million
- TABLE 61 Canada Call And Contact Center Outsourcing Market by Outsourcing Type, 2020 - 2023, USD Million
- TABLE 62 Canada Call And Contact Center Outsourcing Market by Outsourcing Type, 2024 - 2031, USD Million
- TABLE 63 Canada Call And Contact Center Outsourcing Market by Services, 2020 - 2023, USD Million
- TABLE 64 Canada Call And Contact Center Outsourcing Market by Services, 2024 - 2031, USD Million
- TABLE 65 Canada Call And Contact Center Outsourcing Market by Type, 2020 - 2023, USD Million
- TABLE 66 Canada Call And Contact Center Outsourcing Market by Type, 2024 - 2031, USD Million
- TABLE 67 Canada Call And Contact Center Outsourcing Market by Enterprise Size, 2020 - 2023, USD Million
- TABLE 68 Canada Call And Contact Center Outsourcing Market by Enterprise Size, 2024 - 2031, USD Million
- TABLE 69 Canada Call And Contact Center Outsourcing Market by End-use, 2020 - 2023, USD Million
- TABLE 70 Canada Call And Contact Center Outsourcing Market by End-use, 2024 - 2031, USD Million
- TABLE 71 Mexico Call And Contact Center Outsourcing Market, 2020 - 2023, USD Million
- TABLE 72 Mexico Call And Contact Center Outsourcing Market, 2024 - 2031, USD Million
- TABLE 73 Mexico Call And Contact Center Outsourcing Market by Outsourcing Type, 2020 - 2023, USD Million
- TABLE 74 Mexico Call And Contact Center Outsourcing Market by Outsourcing Type, 2024 - 2031, USD Million
- TABLE 75 Mexico Call And Contact Center Outsourcing Market by Services, 2020 - 2023, USD Million
- TABLE 76 Mexico Call And Contact Center Outsourcing Market by Services, 2024 - 2031, USD Million
- TABLE 77 Mexico Call And Contact Center Outsourcing Market by Type, 2020 - 2023, USD Million
- TABLE 78 Mexico Call And Contact Center Outsourcing Market by Type, 2024 - 2031, USD Million
- TABLE 79 Mexico Call And Contact Center Outsourcing Market by Enterprise Size, 2020 - 2023, USD Million
- TABLE 80 Mexico Call And Contact Center Outsourcing Market by Enterprise Size, 2024 - 2031, USD Million
- TABLE 81 Mexico Call And Contact Center Outsourcing Market by End-use, 2020 - 2023, USD Million
- TABLE 82 Mexico Call And Contact Center Outsourcing Market by End-use, 2024 - 2031, USD Million
- TABLE 83 Rest of North America Call And Contact Center Outsourcing Market, 2020 - 2023, USD Million
- TABLE 84 Rest of North America Call And Contact Center Outsourcing Market, 2024 - 2031, USD Million
- TABLE 85 Rest of North America Call And Contact Center Outsourcing Market by Outsourcing Type, 2020 - 2023, USD Million
- TABLE 86 Rest of North America Call And Contact Center Outsourcing Market by Outsourcing Type, 2024 - 2031, USD Million
- TABLE 87 Rest of North America Call And Contact Center Outsourcing Market by Services, 2020 - 2023, USD Million
- TABLE 88 Rest of North America Call And Contact Center Outsourcing Market by Services, 2024 - 2031, USD Million
- TABLE 89 Rest of North America Call And Contact Center Outsourcing Market by Type, 2020 - 2023, USD Million
- TABLE 90 Rest of North America Call And Contact Center Outsourcing Market by Type, 2024 - 2031, USD Million
- TABLE 91 Rest of North America Call And Contact Center Outsourcing Market by Enterprise Size, 2020 - 2023, USD Million
- TABLE 92 Rest of North America Call And Contact Center Outsourcing Market by Enterprise Size, 2024 - 2031, USD Million
- TABLE 93 Rest of North America Call And Contact Center Outsourcing Market by End-use, 2020 - 2023, USD Million
- TABLE 94 Rest of North America Call And Contact Center Outsourcing Market by End-use, 2024 - 2031, USD Million
- TABLE 95 Key Information - Alorica Inc.
- TABLE 96 Key Information - Concentrix Corporation
- TABLE 97 Key Information - Capgemini SE
- TABLE 98 Key Information - Computer Generated Solutions, Inc.
- TABLE 99 Key Information - Datamark Inc.
- TABLE 100 Key Information - Infosys Limited
- TABLE 101 Key Information - Konecta Group
- TABLE 102 Key Information - Serco Group plc
- TABLE 103 Key Information - Teleperformance SE
- TABLE 104 Key Information - Wipro Limited
LIST OF FIGURES
- FIG 1 Methodology for the research
- FIG 2 North America Call And Contact Center Outsourcing Market, 2020 - 2031, USD Million
- FIG 3 Key Factors Impacting Call And Contact Center Outsourcing Market
- FIG 4 Porter's Five Forces Analysis - Call And Contact Center Outsourcing Market
- FIG 5 North America Call And Contact Center Outsourcing Market share by Outsourcing Type, 2023
- FIG 6 North America Call And Contact Center Outsourcing Market share by Outsourcing Type, 2031
- FIG 7 North America Call And Contact Center Outsourcing Market by Outsourcing Type, 2020 - 2031, USD Million
- FIG 8 North America Call And Contact Center Outsourcing Market share by Services, 2023
- FIG 9 North America Call And Contact Center Outsourcing Market share by Services, 2031
- FIG 10 North America Call And Contact Center Outsourcing Market by Services, 2020 - 2031, USD Million
- FIG 11 North America Call And Contact Center Outsourcing Market share by Type, 2023
- FIG 12 North America Call And Contact Center Outsourcing Market share by Type, 2031
- FIG 13 North America Call And Contact Center Outsourcing Market by Type, 2020 - 2031, USD Million
- FIG 14 North America Call And Contact Center Outsourcing Market share by Enterprise Size, 2023
- FIG 15 North America Call And Contact Center Outsourcing Market share by Enterprise Size, 2031
- FIG 16 North America Call And Contact Center Outsourcing Market by Enterprise Size, 2020 - 2031, USD Million
- FIG 17 North America Call And Contact Center Outsourcing Market share by End-use, 2023
- FIG 18 North America Call And Contact Center Outsourcing Market share by End-use, 2031
- FIG 19 North America Call And Contact Center Outsourcing Market by End-use, 2020 - 2031, USD Million
- FIG 20 North America Call And Contact Center Outsourcing Market share by Country, 2023
- FIG 21 North America Call And Contact Center Outsourcing Market share by Country, 2031
- FIG 22 North America Call And Contact Center Outsourcing Market by Country, 2020 - 2031, USD Million
- FIG 23 SWOT Analysis: Capgemini SE
- FIG 24 SWOT Analysis: Infosys Limited
- FIG 25 SWOT Analysis: Teleperformance SE
- FIG 26 SWOT Analysis: Wipro Limited
Have a question?
SELECT AN OPTION
Have a question?
Questions? Please give us a call or visit the contact form.