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PUBLISHER: The Business Research Company | PRODUCT CODE: 1485183

PUBLISHER: The Business Research Company | PRODUCT CODE: 1485183

Outsourced Customer Care Services Global Market Report 2024

PUBLISHED: May 21, 2024

PAGES: 175 Pages

DELIVERY TIME: 2-10 business days

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Description

Outsourced customer care services entail delegating certain aspects of a company's customer support and service functions to a third-party service provider. This outsourcing arrangement enables companies to concentrate on their core competencies while tapping into the expertise and resources of a dedicated customer service provider.

The primary types of outsourced customer care services encompass CRM technology hosting, fulfillment or logistics, and customer interaction. CRM technology hosting involves the storage and management of customer relationship management software and data on external servers, typically accessed via the Internet, offering scalable and secure solutions for businesses. These services find applications across various sectors including pharmaceuticals and healthcare, food and beverages, chemicals and materials, construction, logistics, and others, catering to a diverse range of end-users such as small and medium enterprises (SMEs) and large enterprises.

The outsourced customer care services research report is one of a series of new reports from The Business Research Company that provides outsourced customer care services market statistics, including the outsourced customer care services industry's global market size, regional shares, competitors with an outsourced customer care services market share, detailed outsourced customer care services market segments, market trends and opportunities, and any further data you may need to thrive in the outsourced customer care services industry. This outsourced customer care services market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

The outsourced customer care services market size has grown steadily in recent years. It will grow from $70.20 billion in 2023 to $73.54 billion in 2024 at a compound annual growth rate (CAGR) of 4.8%. The growth observed during the historical period can be attributed to several key factors, including the rising demand for mobility services, a rapid shift in preference from enriched to transformational services, increasing demand for higher-value services, widespread adoption of outsourced customer care services, and overall economic growth trends.

The outsourced customer care services market size is expected to see steady growth in the next few years. It will grow to $88.99 billion in 2028 at a compound annual growth rate (CAGR) of 4.9%. The forecasted growth can be attributed to several key drivers, including the increasing demand for instant messenger-based customer service, the expansion of tax-free zones, rising consumer expectations for seamless and efficient services, growing demand for wireless devices, and rising disposable incomes. Major trends expected in the forecast period include digital transformation and omnichannel support, automation of repetitive tasks, adoption of artificial intelligence (AI) and chatbots, integration of new technologies, and emphasis on product innovation.

The burgeoning adoption of cloud-based services is anticipated to drive the growth of the outsourced customer care services market in the coming years. Cloud-based services involve the delivery of computing resources, applications, and data storage over the internet, offering flexibility, scalability, and accessibility from any location. These services are valued for their cost-effectiveness, accessibility for remote work, robust data security, and compliance features. For outsourced customer care providers, leveraging cloud-based services enables them to foster innovation, realize cost savings, and facilitate business expansion while delivering high-quality, scalable support solutions to their clients. For example, AAG IT Services, a UK-based company offering a comprehensive suite of IT services, witnessed significant revenue growth in public cloud services, generating over $415 billion in revenue in 2022, with projections indicating revenue reaching $526 billion by 2023. Thus, the expanding adoption of cloud-based services serves as a catalyst for the outsourced customer care services market's growth.

Key players in the outsourced customer care services market are concentrating on developing innovative solutions, such as outsourced service offerings, to solidify their market presence. Outsourcing involves delegating company responsibilities or activities to external service providers rather than managing them internally. For instance, Intellinetics, Inc., a US-based content services software company, introduced its Business Process Outsourcing (BPO) services in June 2021. This service is distinguished by its adaptability to evolving client needs and its ability to diversify its service portfolio into new markets. Leveraging their expertise in document conversions, digital and paper-based mail processing, enterprise content management solutions, and records storage and retrieval, Intellinetics offers integrated solutions supported by services such as Accounts Payable invoice processing, digital mailroom services, and claims processing.

In August 2021, Sitel Group, a US-based consulting company, acquired Sykes Enterprises for US$2.2 billion, aiming to capitalize on SYKES's technological prowess and digital transformation capabilities to enhance customer experiences through digital channels, social media, and robotic process automation (RPA). Sykes Enterprises, a US-based organization specializing in business process outsourcing services and IT consulting, brings expertise in areas such as technical support and customer service to the partnership, further bolstering Sitel Group's market position and service offerings.

Major companies operating in the outsourced customer care services market are Accenture plc, Tata Consultancy Services Limited, Capgemini SE, NTT DATA Corporation, Cognizant, Infosys Limited, iQor, HCL Technologies Limited, Wipro Limited, Teleperformance SE, Tech Mahindra, Arvato, Serco Group plc, Genpact, Capita, Alorica, EXL Service, Hinduja Global Solutions Ltd., Atento, Sitel Group, Sykes Enterprises Inc., Transcom WorldWide AB, Sutherland Global Services, TeleTech, VXI Global Solutions LLC, Intelenet Global Services, Stream Global Services

North America was the largest region in the outsourced customer care services market in 2023. The regions covered in the outsourced customer care services market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.

The countries covered in the outsourced customer care services market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The outsourced customer care services market includes revenues earned by entities by providing services such as customer support, technical support, order processing, billing and payment support, and related support including appointment scheduling, reservation assistance, warranty support, and social media support. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

Including: 1) By Type: CRM Technology Hosting; Fulfillment Or Logistics; Customer Interaction
2) By Application: Pharma And Healthcare; Food And Beverages; Chemical And Material; Construction; Logistics
3) By End-User: Small And Medium Enterprises (SMEs); Large Enterprises
Covering: Accenture plc; Tata Consultancy Services Limited; Capgemini SE; NTT DATA Corporation; Cognizant

Product Code: r17410

1. Executive Summary

2. Outsourced Customer Care Services Market Characteristics

3. Outsourced Customer Care Services Market Trends And Strategies

4. Outsourced Customer Care Services Market - Macro Economic Scenario

4.1. Impact Of High Inflation On The Market
4.2. Ukraine-Russia War Impact On The Market
4.3. COVID-19 Impact On The Market

5. Global Outsourced Customer Care Services Market Size and Growth

5.1. Global Outsourced Customer Care Services Market Drivers and Restraints
- 5.1.1. Drivers Of The Market
- 5.1.2. Restraints Of The Market
5.2. Global Outsourced Customer Care Services Historic Market Size and Growth, 2018 - 2023, Value ($ Billion)
5.3. Global Outsourced Customer Care Services Forecast Market Size and Growth, 2023 - 2028, 2033F, Value ($ Billion)

6. Outsourced Customer Care Services Market Segmentation

6.1. Global Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
CRM Technology Hosting
Fulfillment Or Logistics
Customer Interaction
6.2. Global Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
Pharma And Healthcare
Food And Beverages
Chemical And Material
Construction
Logistics
Other Applications
6.3. Global Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
Small And Medium Enterprises (SMEs)
Large Enterprises

7. Outsourced Customer Care Services Market Regional And Country Analysis

7.1. Global Outsourced Customer Care Services Market, Split By Region, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
7.2. Global Outsourced Customer Care Services Market, Split By Country, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

8. Asia-Pacific Outsourced Customer Care Services Market

8.1. Asia-Pacific Outsourced Customer Care Services Market Overview
Region Information, Impact Of COVID-19, Market Information, Background Information, Government Initiatives, Regulations, Regulatory Bodies, Major Associations, Taxes Levied, Corporate Tax Structure, Investments, Major Companies
8.2. Asia-Pacific Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
8.3. Asia-Pacific Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
8.4. Asia-Pacific Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

9. China Outsourced Customer Care Services Market

9.1. China Outsourced Customer Care Services Market Overview
9.2. China Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F,$ Billion
9.3. China Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F,$ Billion
9.4. China Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F,$ Billion

10. India Outsourced Customer Care Services Market

10.1. India Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
10.2. India Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
10.3. India Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

11. Japan Outsourced Customer Care Services Market

11.1. Japan Outsourced Customer Care Services Market Overview
11.2. Japan Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
11.3. Japan Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
11.4. Japan Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

12. Australia Outsourced Customer Care Services Market

12.1. Australia Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
12.2. Australia Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
12.3. Australia Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

13. Indonesia Outsourced Customer Care Services Market

13.1. Indonesia Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
13.2. Indonesia Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
13.3. Indonesia Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

14. South Korea Outsourced Customer Care Services Market

14.1. South Korea Outsourced Customer Care Services Market Overview
14.2. South Korea Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
14.3. South Korea Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
14.4. South Korea Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

15. Western Europe Outsourced Customer Care Services Market

15.1. Western Europe Outsourced Customer Care Services Market Overview
15.2. Western Europe Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
15.3. Western Europe Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
15.4. Western Europe Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

16. UK Outsourced Customer Care Services Market

16.1. UK Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
16.2. UK Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
16.3. UK Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

17. Germany Outsourced Customer Care Services Market

17.1. Germany Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
17.2. Germany Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
17.3. Germany Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

18. France Outsourced Customer Care Services Market

18.1. France Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
18.2. France Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
18.3. France Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

19. Italy Outsourced Customer Care Services Market

19.1. Italy Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
19.2. Italy Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
19.3. Italy Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

20. Spain Outsourced Customer Care Services Market

20.1. Spain Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
20.2. Spain Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
20.3. Spain Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

21. Eastern Europe Outsourced Customer Care Services Market

21.1. Eastern Europe Outsourced Customer Care Services Market Overview
21.2. Eastern Europe Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
21.3. Eastern Europe Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
21.4. Eastern Europe Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

22. Russia Outsourced Customer Care Services Market

22.1. Russia Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
22.2. Russia Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
22.3. Russia Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

23. North America Outsourced Customer Care Services Market

23.1. North America Outsourced Customer Care Services Market Overview
23.2. North America Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
23.3. North America Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
23.4. North America Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

24. USA Outsourced Customer Care Services Market

24.1. USA Outsourced Customer Care Services Market Overview
24.2. USA Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
24.3. USA Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
24.4. USA Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

25. Canada Outsourced Customer Care Services Market

25.1. Canada Outsourced Customer Care Services Market Overview
25.2. Canada Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
25.3. Canada Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
25.4. Canada Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

26. South America Outsourced Customer Care Services Market

26.1. South America Outsourced Customer Care Services Market Overview
26.2. South America Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
26.3. South America Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
26.4. South America Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

27. Brazil Outsourced Customer Care Services Market

27.1. Brazil Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
27.2. Brazil Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
27.3. Brazil Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

28. Middle East Outsourced Customer Care Services Market

28.1. Middle East Outsourced Customer Care Services Market Overview
28.2. Middle East Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
28.3. Middle East Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
28.4. Middle East Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

29. Africa Outsourced Customer Care Services Market

29.1. Africa Outsourced Customer Care Services Market Overview
29.2. Africa Outsourced Customer Care Services Market, Segmentation By Type, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
29.3. Africa Outsourced Customer Care Services Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
29.4. Africa Outsourced Customer Care Services Market, Segmentation By End-User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion

30. Outsourced Customer Care Services Market Competitive Landscape And Company Profiles

30.1. Outsourced Customer Care Services Market Competitive Landscape
30.2. Outsourced Customer Care Services Market Company Profiles
- 30.2.1. Accenture plc
  - 30.2.1.1. Overview
  - 30.2.1.2. Products and Services
  - 30.2.1.3. Strategy
  - 30.2.1.4. Financial Performance
- 30.2.2. Tata Consultancy Services Limited
  - 30.2.2.1. Overview
  - 30.2.2.2. Products and Services
  - 30.2.2.3. Strategy
  - 30.2.2.4. Financial Performance
- 30.2.3. Capgemini SE
  - 30.2.3.1. Overview
  - 30.2.3.2. Products and Services
  - 30.2.3.3. Strategy
  - 30.2.3.4. Financial Performance
- 30.2.4. NTT DATA Corporation
  - 30.2.4.1. Overview
  - 30.2.4.2. Products and Services
  - 30.2.4.3. Strategy
  - 30.2.4.4. Financial Performance
- 30.2.5. Cognizant
  - 30.2.5.1. Overview
  - 30.2.5.2. Products and Services
  - 30.2.5.3. Strategy
  - 30.2.5.4. Financial Performance

31. Outsourced Customer Care Services Market Other Major And Innovative Companies

31.1. Infosys Limited
31.2. iQor
31.3. HCL Technologies Limited
31.4. Wipro Limited
31.5. Teleperformance SE
31.6. Tech Mahindra
31.7. Arvato
31.8. Serco Group plc
31.9. Genpact
31.10. Capita
31.11. Alorica
31.12. EXL Service
31.13. Hinduja Global Solutions Ltd.
31.14. Atento
31.15.
Sitel Group

32. Global Outsourced Customer Care Services Market Competitive Benchmarking

33. Global Outsourced Customer Care Services Market Competitive Dashboard

34. Key Mergers And Acquisitions In The Outsourced Customer Care Services Market

35. Outsourced Customer Care Services Market Future Outlook and Potential Analysis

35.1 Outsourced Customer Care Services Market In 2028 - Countries Offering Most New Opportunities
35.2 Outsourced Customer Care Services Market In 2028 - Segments Offering Most New Opportunities
35.3 Outsourced Customer Care Services Market In 2028 - Growth Strategies
- 35.3.1 Market Trend Based Strategies
- 35.3.2 Competitor Strategies

36. Appendix

36.1. Abbreviations
36.2. Currencies
36.3. Historic And Forecast Inflation Rates
36.4. Research Inquiries
36.5. The Business Research Company
36.6. Copyright And Disclaimer

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