コールセンター/コンタクトセンターアウトソーシングの市場規模、シェア、動向分析レポート：タイプ別、アウトソーシングタイプ別、サービス別、企業規模別、最終用途別、地域別、セグメント予測、2024年～2030年

コールセンター/コンタクトセンターアウトソーシング市場の成長と動向：

Grand View Research, Inc.の最新調査によると、世界のコールセンター/コンタクトセンターアウトソーシング市場規模は2030年までに1,638億6,000万米ドルに達すると予測され、2024年から2030年までのCAGRは9.1％で成長すると予測されています。

コールセンター/コンタクトセンターアウトソーシング分野の拡大は、現在進行中のテクノロジーの進歩に直接関係しています。顧客接点の有効性と生産性を向上させるため、アウトソーシング企業は人工知能（AI）、予知保全、ブロックチェーン技術、チャットボット、高度なデータ分析などの新技術を取り入れようとしています。こうした技術の進歩は、世界市場におけるサービス品質の向上と顧客維持に役立っています。顧客に役立つ体験を提供することに重点が置かれていることが、市場運営の成長を促進しています。

さらに、コールセンター/コンタクトセンターアウトソーシング企業は、顧客の期待の高まりに自社の戦略を合わせることで、より顧客中心のアプローチを取っています。このように顧客満足度を重視することで、顧客の維持、有益な口コミ、市場での競争力の向上が期待できます。

消費者向けセルフサービスポータルが重視される傾向は顕著です。企業は、ナレッジベース、FAQ、魅力的なポータルサイトなどのセルフサービスオプションを利用して、顧客が支援なしで自分で解決策を見つけられるようにしています。この機能は、インバウンドリクエストの量を最小限に抑えるだけでなく、技術に精通した顧客ベースのセルフサービスに対する需要と一致しています。人工知能（AI）の導入は、コールセンター/コンタクトセンターアウトソーシングの状況を一変させる重要な動向です。例えば、チャットボットやバーチャルアシスタントは、日常的なリクエストに対応し、顧客とのやり取りを最適化し、業務の効率を向上させるためにますます利用されるようになっています。自然言語処理（NLP）機能により、これらのAIシステムはより高度で文脈を認識したインタラクションが可能となり、顧客満足度の向上につながります。

シームレスなマルチチャネルの顧客体験を提供することの価値が高まっています。最近の顧客は、Eメール、電話、ライブチャット、ソーシャルメディア、チャットボットなど、さまざまなチャネルを通じた一貫したインタラクションを期待しています。市場のサービスプロバイダーは、オムニチャネルソリューションを使用して、通信チャネルに関係なく一貫した顧客体験を保証し、顧客満足度とコミットメントの向上をもたらしています。

競争の激化に伴い、顧客のサービス品質に対する期待は高まっています。顧客の目標に応えるため、トレーニング、テクノロジー、プロセスの最適化など、絶え間ない投資が行われています。高品質のサービスを一貫して提供できなければ、顧客の不満を招き、アウトソーシングプロバイダーの評判に悪影響を及ぼす可能性があります。したがって、コールセンター/コンタクトセンターアウトソーシング企業は、業界固有のソリューションを提供する能力にますます焦点を当てることを目指しています。テレコム、ヘルスケア、金融、eコマースなど、さまざまな業界の特定の需要や規制要件に適したカスタマイズされた製品は、競争上の優位性を提供します。

コールセンター/コンタクトセンターアウトソーシング市場レポートハイライト

• チャットサポート分野はオムニチャネルソリューションに不可欠な要素であり、チャットボットやAIを活用したシステムは、企業が運用コストの上昇に比例することなく、増加する問い合わせに対応できるようにすることで、適応性の向上に貢献します。
• アウトソーシングタイプに基づくと、オフショアセグメントは予測期間中に約9.5％の最速CAGRを記録すると予想されます。コールセンター/コンタクトセンターのオフショアアウトソーシングの主な促進要因の1つは、大幅な価格削減です。企業はオフショア拠点の安価な人件費を活用し、サービス品質を維持しながら運用コストを削減しています。
• サービス別では、アウトバウンドサービス部門が予測期間中に約10%のCAGRを記録する見込みです。アウトバウンドサービス分野は、自動化、機械学習（ML）、人工知能（AI）によって大きく変貌すると予想されます。さらに、コールトラッキングは、最適な広告効率と顧客維持を保証するデータ主導の調整を行うために定期的に評価されます。
• 企業規模に基づくと、小規模企業セグメントは予測期間中に約10％の最速CAGRを記録すると予想されます。アウトソーシングパートナーは、中小企業が顧客中心のイニシアチブを実施するのを支援する上で重要な役割を果たしています。クラウドベースのソリューションとオンラインコールセンター/コンタクトセンタープラットフォームにより、中小企業は世界中の熟練労働者にアクセスできるようになり、高品質の顧客サービスを提供できる分散型労働力が育成されます。
• エンドユーズ別では、BFSIセグメントが予測期間中に約10.5％の最速CAGRを記録する見込みです。BFSIセグメントの将来は、マルチチャネルの顧客エンゲージメントに重点が置かれるようになると予測されます。データに基づく洞察により、BFSIのアウトソーシングパートナーは顧客の需要を予測し、製品オファーをカスタマイズし、アップセルやクロスセルの機会を増やすことができるようになります。
• アジア太平洋地域は、予測期間中に約12%という最も速いCAGRを記録すると予想されています。APACはデジタルトランスフォーメーション活動に大きく関与しており、政府と企業の両方が技術開発と技術導入に投資しています。同地域の経済の安定性と定期的な成長は、コールセンター/コンタクトセンターアウトソーシングの可能性を高めています。

目次

第1章 調査手法と範囲

第2章 エグゼクティブサマリー

第3章 コールセンター/コンタクトセンターアウトソーシング市場の変数、動向、および範囲

• 市場イントロダクション/系統展望
• 業界のバリューチェーン分析
• 市場力学
  • 市場促進要因分析
  • 市場抑制要因分析
  • 業界の機会
• コールセンター/コンタクトセンターアウトソーシング市場分析ツール
  • ポーターの分析
  • PESTEL分析

第4章 コールセンター/コンタクトセンターアウトソーシング市場：タイプの推定・動向分析

• セグメントダッシュボード
• コールセンター/コンタクトセンターアウトソーシング市場：タイプの変動分析、2023年および2030年
• Eメールサポート
• チャットサポート
• 音声
• その他

第5章 コールセンター/コンタクトセンターアウトソーシング市場：アウトソーシングタイプの推定・動向分析

• セグメントダッシュボード
• コールセンター/コンタクトセンターアウトソーシング市場：アウトソーシングタイプの変動分析、2023年および2030年
• オフショア
• オンショア

第6章 コールセンター/コンタクトセンターアウトソーシング市場：サービスの推定・動向分析

• セグメントダッシュボード
• コールセンター/コンタクトセンターアウトソーシング市場：サービスの変動分析、2023年および2030年
• インバウンドサービス
• アウトバウンドサービス

第7章 コールセンター/コンタクトセンターアウトソーシング市場：企業規模の推定・動向分析

• セグメントダッシュボード
• コールセンター/コンタクトセンターアウトソーシング市場：サービスの変動分析、2023年および2030年
• 大企業
• 中小企業

第8章 コールセンター/コンタクトセンターアウトソーシング市場：エンドユーザーの推定・動向分析

• セグメントダッシュボード
• コールセンター/コンタクトセンターアウトソーシング市場：エンドユーザーの変動分析、2023年および2030年
• IT・通信
• BFSI
• 小売
• 製造
• ヘルスケア
• その他

第9章 コールセンター/コンタクトセンターアウトソーシング市場：地域の推定・動向分析

• コールセンター/コンタクトセンターアウトソーシング市場シェア、地域別、2023年および2030年
• 北米
  • 市場推計・予測、2018～2030年
  • 米国
  • カナダ
• 欧州
  • 市場推計・予測、2018～2030年
  • 英国
  • ドイツ
  • フランス
  • イタリア
  • スペイン
• アジア太平洋地域
  • 市場推計・予測、2018～2030年
  • 中国
  • インド
  • 日本
  • オーストラリア
  • 韓国
• ラテンアメリカ
  • 市場推計・予測、2018～2030年
  • ブラジル
  • メキシコ
  • アルゼンチン
• 中東とアフリカ
  • 市場推計・予測、2018～2030年
  • アラブ首長国連邦
  • サウジアラビア
  • 南アフリカ

第10章 競合情勢

• 主要市場参入企業による最近の動向と影響分析
• 企業の分類
• 企業の市場シェア分析
• 企業ヒートマップ分析
• 戦略マッピング
  • 拡大
  • 合併と買収
  • パートナーシップとコラボレーション
  • 新製品の発売
  • 研究開発
• 企業プロファイル
  • Alorica, Inc.
  • Arvato
  • Concentrix
  • Capgemini
  • CGS Inc
  • DATAMARK Inc.
  • Infosys BPM
  • Konecta Group
  • Raya Customer Experience
  • SCICOM（MSC）BERHAD
  • SERCO GROUP
  • Teleperformance
  • TTEC
  • Webhelp
  • Wipro

List of Tables

• Table 1 Call and contact center outsourcing market 2018 - 2030 (USD Billion)
• Table 2 Global market estimates and forecasts by region, 2018 - 2030 (USD Billion)
• Table 3 Global market estimates and forecasts by type, 2018 - 2030 (USD Billion)
• Table 4 Global market estimates and forecasts by outsourcing type, 2018 - 2030 (USD Billion)
• Table 5 Global market estimates and forecasts by service, 2018 - 2030 (USD Billion)
• Table 6 Global market estimates and forecasts by enterprise size, 2018 - 2030 (USD Billion)
• Table 7 Global market estimates and forecasts by end-use, 2018 - 2030 (USD Billion)
• Table 8 Call and contact center outsourcing - M&A, collaborations & partnership scenario
• Table 9 Call and contact center outsourcing type market by region, 2018 - 2030 (USD Billion)
• Table 10 Call and contact center outsourcing email support market by region, 2018 - 2030 (USD Billion)
• Table 11 Call and contact center outsourcing chat support market by region, 2018 - 2030 (USD Billion)
• Table 12 Call and contact center outsourcing voice market by region, 2018 - 2030 (USD Billion)
• Table 13 Call and contact ceter outsourcing outsourcing type market by region, 2018 - 2030 (USD Billion)
• Table 14 Call and contact center outsourcing offshore market by region, 2018 - 2030 (USD Billion)
• Table 15 Call and contact center outsourcing onshore market by region, 2018 - 2030 (USD Billion)
• Table 16 Call and contact center outsourcing service market by region, 2018 - 2030 (USD Billion)
• Table 17 Call and contact center outsourcing inbound services market by region, 2018 - 2030 (USD Billion)
• Table 18 Call and contact center outsourcing outbound services market by region, 2018 - 2030 (USD Billion)
• Table 19 Call and contact center outsourcing enterprise size market by region, 2018 - 2030 (USD Billion)
• Table 20 Call and contact center outsourcing large enterprise market by region, 2018 - 2030 (USD Billion)
• Table 21 Call and contact center outsourcing small enterprise market by region, 2018 - 2030 (USD Billion)
• Table 22 Call and contact center outsourcing end-use market by region, 2018 - 2030 (USD Billion)
• Table 23 Call and contact center outsourcing IT & telecom market by region, 2018 - 2030 (USD Billion)
• Table 24 Call and contact center outsourcing BFSI market by region, 2018 - 2030 (USD Billion)
• Table 25 Call and contact center outsourcing retail market by region, 2018 - 2030 (USD Billion)
• Table 26 Call and contact center outsourcing manufacturing market by region, 2018 - 2030 (USD Billion)
• Table 27 Call and contact center outsourcing healthcare market by region, 2018 - 2030 (USD Billion)
• Table 28 Call and contact center outsourcing others market by region, 2018 - 2030 (USD Billion)
• Table 29 North America call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 30 North America call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 31 North America call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 32 North America call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 33 North America call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 34 U.S. call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 35 U.S. call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 36 U.S. call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 37 U.S. call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 38 U.S. call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 39 Canada call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 40 Canada call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 41 Canada call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 42 Canada call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 43 Canada call and contact center outsourcing market, by end-use source 2018 - 2030 (Revenue, USD Billion)
• Table 44 Europe call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 45 Europe call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 46 Europe call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 47 Europe call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 48 Europe call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 49 UK call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 50 UK call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 51 UK call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 52 UK call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 53 UK call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 54 Germany call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 55 Germany call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 56 Germany call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 57 Germany call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 58 Germany call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 59 France call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 60 France call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 61 France call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 62 France call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 63 France call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 64 Italy call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 65 Italy call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 66 Italy call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 67 Italy call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 68 Italy call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 69 Spain call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 70 Spain call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 71 Spain call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 72 Spain call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 73 Spain call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 74 Asia Pacific call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 75 Asia Pacific call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 76 Asia Pacific call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 77 Asia Pacific call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 78 Asia Pacific call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 79 China call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 80 China call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 81 China call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 82 China call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 83 China call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 84 India call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 85 India call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 86 India call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 87 India call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 88 India call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 89 Japan call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 90 Japan call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 91 Japan call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 92 Japan call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 93 Japan call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 94 South Korea call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 95 South Korea call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 96 South Korea call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 97 South Korea call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 98 South Korea call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 99 Australia call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 100 Australia call and contact center outsourcing market, by outsourcing type 2018 - 2030 (Revenue, USD Billion)
• Table 101 Australia call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 102 Australia call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 103 Australia call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 104 Latin America call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 105 Latin America call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 106 Latin America call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 107 Latin America call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 108 Latin America call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 109 Brazil call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 110 Brazil call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 111 Brazil call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 112 Brazil call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 113 Brazil call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 114 Mexico call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 115 Mexico call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 116 Mexico call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 117 Mexico call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 118 Mexico call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 119 Argentina call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 120 Argentina call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 121 Argentina call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 122 Argentina call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 123 Argentina call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 124 Middle East & Africa call and contact center outsourcing market, by type, 2018 - 2030 (Revenue, USD Billion)
• Table 125 Middle East & Africa call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 126 Middle East & Africa call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 127 Middle East & Africa call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 128 Middle East & Africa call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 129 UAE call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 130 UAE call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 131 UAE call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 132 UAE call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 133 UAE call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 134 Saudi Arabia call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 135 Saudi Arabia call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 136 Saudi Arabia call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 137 Saudi Arabia call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 138 Saudi Arabia call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)
• Table 139 South Africa call and contact center outsourcing market, by type 2018 - 2030 (Revenue, USD Billion)
• Table 140 South Africa call and contact center outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 141 South Africa call and contact center outsourcing market, by service 2018 - 2030 (Revenue, USD Billion)
• Table 142 South Africa call and contact center outsourcing market, by enterprise size 2018 - 2030 (Revenue, USD Billion)
• Table 143 South Africa call and contact center outsourcing market, by end-use 2018 - 2030 (Revenue, USD Billion)

List of Figures

• Fig. 1 Call and Contact Center Outsourcing Market Segmentation
• Fig. 2 Call and Contact Center Outsourcing Technology Landscape
• Fig. 3 Information Procurement
• Fig. 4 Data Analysis Models
• Fig. 5 Market Formulation and Validation
• Fig. 6 Data Validating & Publishing
• Fig. 7 Market Snapshot
• Fig. 8 Segment Snapshot (1/2)
• Fig. 9 Segment Snapshot (2/2)
• Fig. 10 Competitive Landscape Snapshot
• Fig. 11 Call and Contact Center Outsourcing - Market Lineage (USD Billion)
• Fig. 12 Call and Contact Center Outsourcing Market: Industry Value Chain Analysis
• Fig. 13 Call and Contact Center Outsourcing Market: Market Dynamics
• Fig. 14 Call and Contact Center Outsourcing Market: PORTER's Analysis
• Fig. 15 Call and Contact Center Outsourcing Market: PESTEL Analysis
• Fig. 16 Call and Contact Center Outsourcing Market by Type: Key Takeaways
• Fig. 17 Call and Contact Center Outsourcing Market, by Type Market Share, 2023 & 2030
• Fig. 18 Email Support Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 19 Chat Support Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 20 Voice Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 21 Other Services Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 22 Call and Contact Center Outsourcing Market by Outsourcing Type: Key Takeaways
• Fig. 23 Call and Contact Center Outsourcing Market, by Outsourcing Type Market Share, 2023 & 2030
• Fig. 24 Offshore Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 25 Onshore Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 26 Call and Contact Center Outsourcing by Services: Key Takeaways
• Fig. 27 Call and Contact Center Outsourcing Market, by Services Market Share, 2023 & 2030
• Fig. 28 Inbound Services Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 29 Outbound Services Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 30 Call and Contact Center Outsourcing by Enterprise Size: Key Takeaways
• Fig. 31 Call and Contact Center Outsourcing Market, by Enterprise Size Market Share, 2023 & 2030
• Fig. 32 Large Enterprises Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 33 Small Enterprises Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 34 Call and Contact Center Outsourcing Market, by End-Use: Key Takeaways
• Fig. 35 Call and Contact Center Outsourcing Market, by End-Use Market Share, 2023 & 2030
• Fig. 36 IT & Telecom Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 37 BFSI Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 38 Retail Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 39 Manufacturing Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 40 Healthcare Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 41 Other Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 42 Call and Contact Center Outsourcing Market Revenue, by Region, 2023 & 2030 (USD Billion)
• Fig. 43 Regional Marketplace: Key Takeaways
• Fig. 44 Regional Marketplace: Key Takeaways
• Fig. 45 North America Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 46 U.S. Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 47 Canada Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 48 Europe Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 49 U.K. Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030,) (USD Billion)
• Fig. 50 Germany Call and Contact Center Outsourcing Market Estimates and Forecasts, (2018 - 2030,) (USD Billion)
• Fig. 51 France Call and Contact Center Outsourcing Market Estimates and Forecasts, (2018 - 2030,) (USD Billion)
• Fig. 52 Italy Call and Contact Center Outsourcing Market Estimates and Forecasts, (2018 - 2030,) (USD Billion)
• Fig. 53 Spain Call and Contact Center Outsourcing Market Estimates and Forecasts, (2018 - 2030,) (USD Billion)
• Fig. 54 Asia Pacific Call and Contact Center Outsourcing Market Estimates and Forecast, 2018 - 2030 (USD Billion)
• Fig. 55 China Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 56 Japan Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 57 India Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 58 South Korea Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 59 Australia Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 60 Latin America Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 61 Brazil Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 62 Mexico Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 63 Argentina Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 64 MEA Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 65 Saudi Arabia Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 66 UAE Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 67 South Africa Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 68 Key Company Categorization
• Fig. 69 Company Market Positioning
• Fig. 70 Key Company Market Share Analysis, 2023
• Fig. 71 Strategic Framework

Call And Contact Center Outsourcing Market Growth & Trends:

The global call and contact center outsourcing market size is anticipated to reach USD 163.86 billion by 2030 and it is projected to grow at a CAGR of 9.1% from 2024 to 2030, according to a new study by Grand View Research, Inc. The expansion of the call and contact center outsourcing sector is directly related to ongoing advancements in technology. To improve the effectiveness and productivity of client contacts, outsourcing companies are seeking to incorporate emerging technologies such as artificial intelligence (AI), predictive maintenance, blockchain technology, chatbots, and advanced data analysis. These technological advancements aid in the improvement of service quality and client retention in the global market. The emphasis on providing helpful client experiences is promoting growth in the market operations.

Adding on, call and contact center outsourcing companies are taking a more client-centric approach, aligning their strategy with increasing customer expectations. This emphasis on customer satisfaction adds to client retention, beneficial word-of-mouth, and an improved competitive edge in the market.

The rising emphasis on consumer self-service portals is a prominent trend. Businesses are using self-service options such as knowledge bases, FAQs, and engaging portals to empower customers to find solutions on their own without any assistance. This feature not only minimizes the volume of inbound requests but also equates with a tech-savvy client base's demand for self-service. The incorporation of artificial intelligence (AI) is a key trend transforming the landscape of call and contact center outsourcing. For instance, chatbots and virtual assistants are increasingly being used to address routine requests, optimize interactions with customers, and improve efficiency in operations. Natural language processing (NLP) capabilities enable these AI systems to have more advanced and context-aware interactions, resulting in higher customer satisfaction.

An increasing value is being set on offering a seamless multichannel customer experience. Customers nowadays anticipate consistent interactions through a variety of channels, including emails, phone calls, live chat, social media, and chatbots among others. Service providers in the market are using omnichannel solutions to ensure a consistent customer experience regardless of communication channel, resulting in increased customer satisfaction and commitment.

Customers' service quality expectations have risen in response to growing competition. To meet customer objectives, constant expenditures in training, technology, and process optimization are being incurred. Failure to consistently provide high-quality service may result in client discontent and negatively influence the outsourced provider's reputation. Hence, call and contact center outsourcing firms aim to increasingly focus on competence in delivering industry-specific solutions. Customized products suited to the specific demands and regulatory requirements of various industries, such as telecom, healthcare, finance, or e-commerce, will provide a competitive advantage.

Call And Contact Center Outsourcing Market Report Highlights:

• Based on type, chat support segment is expected to register the fastest CAGR of around 10% over the forecast period.Chat support segment is an essential component of omnichannel solutions, and chatbots and systems driven by AI contribute to adaptability by allowing businesses to handle an increased amount of inquiries without enduring in proportion rises in operational costs
• Based on the outsourcing type, offshore segment is expected to register the fastest CAGR of around 9.5% over the forecast period. One of the key driving factors for offshore call and contact center outsourcing is the significant price reduction it delivers. Companies take advantage of cheaper labor costs in offshore sites, reducing operational costs while maintaining service quality
• Based on the services, the outbound services segment is expected to register the fastest CAGR of around 10% over the forecast period. Outbound services segment is anticipated to be highly transformed by automation, Machine Learning (ML), and Artificial Intelligence (AI). Moreover, call tracking will be evaluated regularly to make data-driven adjustments that ensure optimal advertising efficiency and client retention
• Based on enterprise size, small enterprises segment is expected to register the fastest CAGR of around 10% over the forecast period. Outsourcing partners play a significant in assisting small businesses in implementing customer-centric initiatives. Cloud-based solutions and online call and contact center platforms will allow small enterprises to gain access to a worldwide pool of skilled workers, nurturing a distributed workforce capable of providing high-quality customer service
• Based on the end use, the BFSI segment is expected to register the fastest CAGR of around 10.5% over the forecast period. The future of the BFSI segment is predicted to include an increased emphasis on multichannel customer engagement. Insights based on data will allow BFSI outsourced partners to anticipate client demands, customize product offers, and increase chances for upselling and cross-selling
• The Asia Pacific region is expected to register the fastest CAGR of around 12% over the forecast period. APAC is heavily involved in digital transformation activities, with both governments and companies investing in technological development and uptake. The region's economic stability and regular growth add to its potential for call and contact center outsourcing

Table of Contents

Chapter 1. Methodology and Scope

• 1.1. Market Segmentation and Scope
• 1.2. Market Definitions
• 1.3. Research Methodology
  • 1.3.1. Information Procurement
  • 1.3.2. Information or Data Analysis
  • 1.3.3. Market Formulation & Data Visualization
  • 1.3.4. Data Validation & Publishing
• 1.4. Research Scope and Assumptions
  • 1.4.1. List of Data Sources

Chapter 2. Executive Summary

• 2.1. Market Outlook
• 2.2. Segment Outlook
• 2.3. Competitive Insights

Chapter 3. Call and Contact Center Outsourcing Market Variables, Trends, & Scope

• 3.1. Market Introduction/Lineage Outlook
• 3.2. Industry Value Chain Analysis
• 3.3. Market Dynamics
  • 3.3.1. Market Drivers Analysis
    • 3.3.1.1. Implementation of advanced technologies in ensuring continuous customer service
    • 3.3.1.2. Increasing a competitive edge through outsourced customer service
  • 3.3.2. Market Restraints Analysis
  • 3.3.3. Industry Opportunities
• 3.4. Call and Contact Center Outsourcing Market Analysis Tools
  • 3.4.1. Porter's Analysis
    • 3.4.1.1. Bargaining power of the suppliers
    • 3.4.1.2. Bargaining power of the buyers
    • 3.4.1.3. Threats of substitution
    • 3.4.1.4. Threats from new entrants
    • 3.4.1.5. Competitive rivalry
  • 3.4.2. PESTEL Analysis
    • 3.4.2.1. Political landscape
    • 3.4.2.2. Economic and Social landscape
    • 3.4.2.3. Technological landscape
    • 3.4.2.4. Environmental landscape
    • 3.4.2.5. Legal landscape

Chapter 4. Call and Contact Center Outsourcing Market: Type Estimates & Trend Analysis

• 4.1. Segment Dashboard
• 4.2. Call and Contact Center Outsourcing Market: Type Movement Analysis, 2023 & 2030 (USD Billion )
• 4.3. Email Support
  • 4.3.1. Email Support Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.4. Chat Support
  • 4.4.1. Chat Support Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.5. Voice
  • 4.5.1. Voice Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.6. Other Services
  • 4.6.1. Other Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 5. Call and Contact Center Outsourcing Market: Outsourcing Type Estimates & Trend Analysis

• 5.1. Segment Dashboard
• 5.2. Call and Contact Center Outsourcing Market: Outsourcing Type Movement Analysis, 2023 & 2030 (USD Billion )
• 5.3. Offshore
  • 5.3.1. Offshore Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.4. Onshore
  • 5.4.1. Onshore Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 6. Call and Contact Center Outsourcing Market: Services Estimates & Trend Analysis

• 6.1. Segment Dashboard
• 6.2. Call and Contact Center Outsourcing Market: Services Movement Analysis, 2023 & 2030 (USD Billion )
• 6.3. Inbound Services
  • 6.3.1. Inbound Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 6.4. Outbound Services
  • 6.4.1. Outbound Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 7. Call and Contact Center Outsourcing Market: Enterprise Size Estimates & Trend Analysis

• 7.1. Segment Dashboard
• 7.2. Call and Contact Center Outsourcing Market: Services Movement Analysis, 2023 & 2030 (USD Billion )
• 7.3. Large Enterprises
  • 7.3.1. Large Enterprises Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.4. Small Enterprises
  • 7.4.1. Small Enterprises Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 8. Call and Contact Center Outsourcing Market: End-user Estimates & Trend Analysis

• 8.1. Segment Dashboard
• 8.2. Call and Contact Center Outsourcing Market: End-user Movement Analysis, 2023 & 2030 (USD Billion )
• 8.3. IT & Telecom
  • 8.3.1. IT & Telecom Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.4. BFSI
  • 8.4.1. BFSI Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.5. Retail
  • 8.5.1. Law Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.6. Manufacturing
  • 8.6.1. Manufacturing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.7. Healthcare
  • 8.7.1. Healthcare Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.8. Others
  • 8.8.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 9. Call and Contact Center Outsourcing Market: Regional Estimates & Trend Analysis

• 9.1. Call and Contact Center Outsourcing Market Share, By Region, 2023 & 2030 (USD Billion)
• 9.2. North America
  • 9.2.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.2.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
  • 9.2.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
  • 9.2.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
  • 9.2.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
  • 9.2.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.2.7. U.S.
    • 9.2.7.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.2.7.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.7.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.7.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.7.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.7.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.2.8. Canada
    • 9.2.8.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.2.8.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.8.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.8.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.8.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.2.8.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
• 9.3. Europe
  • 9.3.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.3.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.7. UK
    • 9.3.7.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.7.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.7.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.7.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.7.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.7.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.8. Germany
    • 9.3.8.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.8.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.8.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.8.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.8.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.8.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.9. France
    • 9.3.9.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.9.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.9.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.9.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.9.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.9.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.10. Italy
    • 9.3.10.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.10.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.10.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.10.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.10.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.10.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.3.11. Spain
    • 9.3.11.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.11.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.11.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.11.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.11.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.3.11.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
• 9.4. Asia Pacific
  • 9.4.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.4.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.7. China
    • 9.4.7.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.7.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.7.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.7.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.7.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.7.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.8. India
    • 9.4.8.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.8.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.8.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.8.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.8.5. Market estimates and forecast by, enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.8.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.9. Japan
    • 9.4.9.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.9.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.9.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.9.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.9.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.9.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.10. Australia
    • 9.4.10.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.10.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.10.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.10.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.10.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.10.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.4.11. South Korea
    • 9.4.11.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.11.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.11.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.11.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.11.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.4.11.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
• 9.5. Latin America
  • 9.5.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.5.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
  • 9.5.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
  • 9.5.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
  • 9.5.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
  • 9.5.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.5.7. Brazil
    • 9.5.7.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.5.7.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.7.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.7.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.7.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.7.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.5.8. Mexico
    • 9.5.8.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.5.8.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.8.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.8.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.8.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.8.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.5.9. Argentina
    • 9.5.9.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.5.9.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.9.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.9.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.9.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.5.9.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
• 9.6. Middle East & Africa
  • 9.6.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.6.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
  • 9.6.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
  • 9.6.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
  • 9.6.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
  • 9.6.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.6.7. UAE
    • 9.6.7.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.6.7.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.7.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.7.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.7.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.7.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.6.8. Saudi Arabia
    • 9.6.8.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.6.8.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.8.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.8.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.8.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.8.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)
  • 9.6.9. South Africa
    • 9.6.9.1. Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.6.9.2. Market estimates and forecast, by type, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.9.3. Market estimates and forecast, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.9.4. Market estimates and forecast, by service, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.9.5. Market estimates and forecast, by enterprise size, 2018 - 2030 (Revenue, USD Billion)
    • 9.6.9.6. Market estimates and forecast, by end-use, 2018 - 2030 (Revenue, USD Billion)

Chapter 10. Competitive Landscape

• 10.1. Recent Developments & Impact Analysis by Key Market Participants
• 10.2. Company Categorization
• 10.3. Company Market Share Analysis
• 10.4. Company Heat Map Analysis
• 10.5. Strategy Mapping
  • 10.5.1. Expansion
  • 10.5.2. Mergers & Acquisition
  • 10.5.3. Partnerships & Collaborations
  • 10.5.4. New Product Launches
  • 10.5.5. Research And Development
• 10.6. Company Profiles
  • 10.6.1. Alorica, Inc.
    • 10.6.1.1. Participant's Overview
    • 10.6.1.2. Financial Performance
    • 10.6.1.3. Product Benchmarking
    • 10.6.1.4. Recent Developments
  • 10.6.2. Arvato
    • 10.6.2.1. Participant's Overview
    • 10.6.2.2. Financial Performance
    • 10.6.2.3. Product Benchmarking
    • 10.6.2.4. Recent Developments
  • 10.6.3. Concentrix
    • 10.6.3.1. Participant's Overview
    • 10.6.3.2. Financial Performance
    • 10.6.3.3. Product Benchmarking
    • 10.6.3.4. Recent Developments
  • 10.6.4. Capgemini
    • 10.6.4.1. Participant's Overview
    • 10.6.4.2. Financial Performance
    • 10.6.4.3. Product Benchmarking
    • 10.6.4.4. Recent Developments
  • 10.6.5. CGS Inc
    • 10.6.5.1. Participant's Overview
    • 10.6.5.2. Financial Performance
    • 10.6.5.3. Product Benchmarking
    • 10.6.5.4. Recent Developments
  • 10.6.6. DATAMARK Inc.
    • 10.6.6.1. Participant's Overview
    • 10.6.6.2. Financial Performance
    • 10.6.6.3. Product Benchmarking
    • 10.6.6.4. Recent Developments
  • 10.6.7. Infosys BPM
    • 10.6.7.1. Participant's Overview
    • 10.6.7.2. Financial Performance
    • 10.6.7.3. Product Benchmarking
    • 10.6.7.4. Recent Developments
  • 10.6.8. Konecta Group
    • 10.6.8.1. Participant's Overview
    • 10.6.8.2. Financial Performance
    • 10.6.8.3. Product Benchmarking
    • 10.6.8.4. Recent Developments
  • 10.6.9. Raya Customer Experience
    • 10.6.9.1. Participant's Overview
    • 10.6.9.2. Financial Performance
    • 10.6.9.3. Product Benchmarking
    • 10.6.9.4. Recent Developments
  • 10.6.10. SCICOM (MSC) BERHAD
    • 10.6.10.1. Participant's Overview
    • 10.6.10.2. Financial Performance
    • 10.6.10.3. Product Benchmarking
    • 10.6.10.4. Recent Developments
  • 10.6.11. SERCO GROUP
    • 10.6.11.1. Participant's Overview
    • 10.6.11.2. Financial Performance
    • 10.6.11.3. Product Benchmarking
    • 10.6.11.4. Recent Developments
  • 10.6.12. Teleperformance
    • 10.6.12.1. Participant's Overview
    • 10.6.12.2. Financial Performance
    • 10.6.12.3. Product Benchmarking
    • 10.6.12.4. Recent Developments
  • 10.6.13. TTEC
    • 10.6.13.1. Participant's Overview
    • 10.6.13.2. Financial Performance
    • 10.6.13.3. Product Benchmarking
    • 10.6.13.4. Recent Developments
  • 10.6.14. Webhelp
    • 10.6.14.1. Participant's Overview
    • 10.6.14.2. Financial Performance
    • 10.6.14.3. Product Benchmarking
    • 10.6.14.4. Recent Developments
  • 10.6.15. Wipro
    • 10.6.15.1. Participant's Overview
    • 10.6.15.2. Financial Performance
    • 10.6.15.3. Product Benchmarking
    • 10.6.15.4. Recent Developments