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

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.

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The study includes market sizing and forecasting Analytics validated by authenticated key industry experts.

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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:

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