コールおよび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、2025年～2030年

コールおよび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.の最新レポートによると、世界のコールおよび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し、2025年から2030年にかけてCAGR 9.8％で成長すると予測されています。

コールセンターとコンタクトセンターのアウトソーシング分野の拡大は、現在進行中の技術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）、予測保守、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、コールおよび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、コールセンターとコンタクトセンターの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、電子メール、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、コールおよび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。

コールおよび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

• 2024年の市場シェアは音声分野が34.0%で最大。この市場支配は主に、複雑で価値の高い顧客とのやり取りを効果的に処理できることによる。
• オンショア部門は、2024年に57%以上の最大市場シェアを占めました。
• インバウンド・サービス・セグメントは、2024年に最大の市場シェアを占めました。この成長は、企業が迅速で高品質な顧客サポートとサービス解決を提供するという基本的なニーズによるものです。
• 大企業セグメントは、大規模な顧客基盤、複雑なサービス要件、アウトソーシング・パートナーシップに投資する大きな財務能力により、2024年に最大の市場シェアを占めました。
• 2024年に最大の市場シェアを占めたのはヘルスケア・セグメントでした。ヘルスケア分野は、効果的な患者コミュニケーション、予約スケジューリング、医療照会、サポートサービスに対する重要なニーズにより、市場を独占しています。

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 コールおよびコンタクトセンターアウトソーシング市場の変数、動向、範囲

• 市場系統の見通し
• 市場力学
  • 市場促進要因分析
  • 市場抑制要因分析
  • 業界の課題
• コールおよびコンタクトセンターアウトソーシング市場分析ツール
  • 業界分析- ポーターのファイブフォース分析
  • PESTEL分析
• ペインポイント分析

第4章 コールおよびコンタクトセンターアウトソーシング市場：タイプ別推定・動向分析

• セグメントダッシュボード
• コールおよびコンタクトセンターアウトソーシング市場：タイプ別変動分析、2024年および2030年
• メールサポート
• チャットサポート
• 音声
• その他のサービス

第5章 コールおよび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別推定・動向分析

• セグメントダッシュボード
• コールおよび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別変動分析、2024年および2030年
• オンショア
• オフショア

第6章 コールおよびコンタクトセンターアウトソーシング市場：サービス別推定・動向分析

• セグメントダッシュボード
• コールおよびコンタクトセンターアウトソーシング市場：サービス別変動分析、2024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 コールおよびコンタクトセンターアウトソーシング市場：企業規模別推定・動向分析

• セグメントダッシュボード
• コールおよびコンタクトセンターアウトソーシング市場：企業規模別変動分析、2024年および2030年
• 大企業
• 中小企業

第8章 コールおよびコンタクトセンターアウトソーシング市場：最終用途別推定・動向分析

• セグメントダッシュボード
• コールおよびコンタクトセンターアウトソーシング市場：エンドユーザー別変動分析、2024年および2030年
• IT・通信
• BFSI
• 小売り
• ヘルスケア
• 製造業
• その他

第9章 コールおよびコンタクトセンターアウトソーシング市場：地域別推定・動向分析

• コールおよび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、2024年および2030年、10億米ドル）
• 北米
  • 米国
  • カナダ
  • メキシコ
• 欧州
  • 英国
  • ドイツ
  • フランス
• アジア太平洋
  • 中国
  • 日本
  • インド
  • 韓国
  • オーストラリア
• ラテンアメリカ
  • ブラジル
• 中東およびアフリカ
  • 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

• 企業分類
• 市場シェア/ランキング分析
• 企業ヒートマップ分析
• 企業プロファイル/リスト
  • 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 Global call and contact center outsourcing market size estimates & forecasts 2018 - 2030 (USD Billion)
• Table 2 Global call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 3 Global call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 4 Global call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 5 Global call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 6 Global call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 7 Global call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 8 Email support call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 9 Chat support call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 10 Voice call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 11 Other services call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 12 Onshore call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 13 Offshore call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 14 Inbound services call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 15 Outbound services call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 16 Large enterprises call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 17 Small enterprises call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 18 IT & Telecom call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 19 BFSI call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 20 Retail call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 21 Healthcare call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 22 Manufacturing call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 23 Others call and contact center outsourcing market, by region 2018 - 2030 (USD Billion)
• Table 24 North America call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 25 North America call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 26 North America call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 27 North America call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 28 North America call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 29 U.S. call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 30 U.S. call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 31 U.S. call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 32 U.S. call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 33 U.S. call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 34 Canada call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 35 Canada call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 36 Canada call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 37 Canada call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 38 Canada call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 39 Mexico call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 40 Mexico call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 41 Mexico call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 42 Mexico call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 43 Mexico call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 44 Europe call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 45 Europe call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 46 Europe call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 47 Europe call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 48 Europe call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 49 UK call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 50 UK call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 51 UK call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 52 UK call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 53 UK call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 54 Germany call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 55 Germany call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 56 Germany call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 57 Germany call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 58 Germany call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 59 France call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 60 France call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 61 France call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 62 France call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 63 France call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 64 Asia Pacific call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 65 Asia Pacific call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 66 Asia Pacific call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 67 Asia Pacific call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 68 Asia Pacific call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 69 China call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 70 China call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 71 China call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 72 China call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 73 China call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 74 India call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 75 India call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 76 India call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 77 India call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 78 India call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 79 Japan call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 80 Japan call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 81 Japan call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 82 Japan call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 83 Japan call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 84 Australia call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 85 Australia call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 86 Australia call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 87 Australia call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 88 Australia call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 89 South Korea call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 90 South Korea call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 91 South Korea call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 92 South Korea call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 93 South Korea call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 94 Latin America call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 95 Latin America call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 96 Latin America call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 97 Latin America call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 98 Latin America call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 99 Brazil call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 100 Brazil call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 101 Brazil call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 102 Brazil call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 103 Brazil call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 104 MEA call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 105 MEA call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 106 MEA call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 107 MEA call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 108 MEA call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 109 UAE call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 110 UAE call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 111 UAE call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 112 UAE call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 113 UAE call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 114 KSA call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 115 KSA call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 116 KSA call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 117 KSA call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 118 KSA call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)
• Table 119 South Africa call and contact center outsourcing market, by type 2018 - 2030 (USD Billion)
• Table 120 South Africa call and contact center outsourcing market, by outsourcing type 2018 - 2030 (USD Billion)
• Table 121 South Africa call and contact center outsourcing market, by services 2018 - 2030 (USD Billion)
• Table 122 South Africa call and contact center outsourcing market, by enterprise size 2018 - 2030 (USD Billion)
• Table 123 South Africa call and contact center outsourcing market, by end use 2018 - 2030 (USD Billion)

List of Figures

• Fig. 1 Call and contact center outsourcing market segmentation
• Fig. 2 Market research process
• Fig. 3 Information procurement
• Fig. 4 Primary research pattern
• Fig. 5 Market research approaches
• Fig. 6 Value chain-based sizing & forecasting
• Fig. 7 Parent market analysis
• Fig. 8 Market formulation & validation
• Fig. 9 Call and contact center outsourcing market snapshot
• Fig. 10 Call and contact center outsourcing market segment snapshot
• Fig. 11 Call and contact center outsourcing market competitive landscape snapshot
• Fig. 12 Market research process
• Fig. 13 Market driver relevance analysis (Current & future impact)
• Fig. 14 Market restraint relevance analysis (Current & future impact)
• Fig. 15 Call and contact center outsourcing market: Type outlook key takeaways (USD Billion)
• Fig. 16 Call and contact center outsourcing market: Type movement analysis (USD Billion), 2024 & 2030
• Fig. 17 Email support market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 18 Chat support market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 19 Voice market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 20 Other services market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 21 Call and contact center outsourcing market: Outsourcing type outlook key takeaways (USD Billion)
• Fig. 22 Call and contact center outsourcing market: Outsourcing type movement analysis (USD Billion), 2024 & 2030
• Fig. 23 Onshore market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 24 Offshore market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 25 Call and contact center outsourcing market: Services outlook key takeaways (USD Billion)
• Fig. 26 Call and contact center outsourcing market: Services movement analysis (USD Billion), 2024 & 2030
• Fig. 27 Inbound services market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 28 Outbound services market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 29 Call and contact center outsourcing market: Enterprise size outlook key takeaways (USD Billion)
• Fig. 30 Call and contact center outsourcing market: Enterprise size movement analysis (USD Billion), 2024 & 2030
• Fig. 31 Large enterprises market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 32 Small enterprises market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 33 Call and contact center outsourcing market: End use outlook key takeaways (USD Billion)
• Fig. 34 Call and contact center outsourcing market: End use movement analysis (USD Billion), 2024 & 2030
• Fig. 35 IT & Telecom market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 36 BFSI market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 37 Retail market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 38 Healthcare market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 39 Manufacturing market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 40 Others market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 41 Regional marketplace: Key takeaways
• Fig. 42 Call and contact center outsourcing market: Regional outlook, 2024 & 2030 (USD Billion)
• Fig. 43 North America call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 44 U.S. call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 45 Canada call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 46 Mexico call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 47 Europe call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 48 UK call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 49 Germany call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 50 France call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 51 Asia Pacific call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 52 Japan call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 53 China call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 54 India call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 55 Australia call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 56 South Korea call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 57 Latin America call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 58 Brazil call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 59 MEA call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 60 KSA call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 61 UAE call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 62 South Africa call and contact center outsourcing market estimates and forecasts, 2018 - 2030 (USD Billion)
• Fig. 63 Strategy framework
• Fig. 64 Company Categorization

Call And Contact Center Outsourcing Market Growth & Trends:

The global call and contact center outsourcing market size is estimated to reach USD 163.86 billion by 2030, registering to grow at a CAGR of 9.8% from 2025 to 2030 according to a new report 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:

• The voice segment accounted for the largest market share of 34.0% in 2024. This market domination is primarily due to its effectiveness in handling complex and high-value customer interactions.
• The onshore segment accounted for the largest market share of over 57% in 2024.
• The inbound services segment accounted for the largest market share in 2024. This growth is due to the fundamental need for businesses to provide responsive, high-quality customer support and service resolution.
• The large enterprise segment accounted for the largest market share in 2024, due to their substantial customer bases, complex service requirements, and greater financial capacity to invest in outsourcing partnerships.
• The healthcare segment accounted for the largest market share in 2024. The healthcare sector dominates the market due to the critical need for effective patient communication, appointment scheduling, medical inquiries, and support services.

Table of Contents

Chapter 1. Methodology and Scope

• 1.1. Market Segmentation and Scope
• 1.2. Research Methodology
  • 1.2.1. Information Procurement
• 1.3. Information or Data Analysis
• 1.4. Methodology
• 1.5. Research Scope and Assumptions
• 1.6. Market Formulation & Validation
• 1.7. Country Based Segment Share Calculation
• 1.8. 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 Lineage Outlook
• 3.2. Market Dynamics
  • 3.2.1. Market Driver Analysis
  • 3.2.2. Market Restraint Analysis
  • 3.2.3. Industry Challenge
• 3.3. Call and Contact Center Outsourcing Market Analysis Tools
  • 3.3.1. Industry Analysis - Porter's
    • 3.3.1.1. Bargaining power of the suppliers
    • 3.3.1.2. Bargaining power of the buyers
    • 3.3.1.3. Threats of substitution
    • 3.3.1.4. Threats from new entrants
    • 3.3.1.5. Competitive rivalry
  • 3.3.2. PESTEL Analysis
    • 3.3.2.1. Political landscape
    • 3.3.2.2. Economic and social landscape
    • 3.3.2.3. Technological landscape
• 3.4. Pain Point Analysis

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, 2024 & 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, 2024 & 2030 (USD Billion)
• 5.3. Onshore
  • 5.3.1. Offshore Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.4. Offshore
  • 5.4.1. Offshore 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, 2024 & 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: Enterprise Size Movement Analysis, 2024 & 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 Use Estimates & Trend Analysis

• 8.1. Segment Dashboard
• 8.2. Call and Contact Center Outsourcing Market: End Use Movement Analysis, 2024 & 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. Retail Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.6. Healthcare
  • 8.6.1. Healthcare Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.7. Manufacturing
  • 8.7.1. Manufacturing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.8. Others
  • 8.8.1. Education 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, 2024 & 2030, USD Billion
• 9.2. North America
  • 9.2.1. North America Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.2.2. U.S.
    • 9.2.2.1. U.S. Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.2.3. Canada
    • 9.2.3.1. Canada Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.2.4. Mexico
    • 9.2.4.1. Mexico Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 9.3. Europe
  • 9.3.1. Europe Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.3.2. UK
    • 9.3.2.1. UK Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.3.3. Germany
    • 9.3.3.1. Germany Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.3.4. France
    • 9.3.4.1. France Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 9.4. Asia Pacific
  • 9.4.1. Asia Pacific Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.4.2. China
    • 9.4.2.1. China Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.4.3. Japan
    • 9.4.3.1. Japan Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.4.4. India
    • 9.4.4.1. India Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.4.5. South Korea
    • 9.4.5.1. South Korea Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.4.6. Australia
    • 9.4.6.1. Australia Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 9.5. Latin America
  • 9.5.1. Latin America Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.5.2. Brazil
    • 9.5.2.1. Brazil Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 9.6. Middle East and Africa
  • 9.6.1. Middle East and Africa Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.6.2. UAE
    • 9.6.2.1. UAE Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.6.3. KSA
    • 9.6.3.1. KSA Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.6.4. South Africa
    • 9.6.4.1. South Africa Call and Contact Center Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 10. Competitive Landscape

• 10.1. Company Categorization
• 10.2. Market Share/Ranking Analysis
• 10.3. Company Heat Map Analysis
• 10.4. Company Profiles/Listing
  • 10.4.1. Alorica, Inc.
    • 10.4.1.1. Participant's Overview
    • 10.4.1.2. Financial Performance
    • 10.4.1.3. Product Benchmarking
    • 10.4.1.4. Strategic Initiatives
  • 10.4.2. Arvato
    • 10.4.2.1. Participant's Overview
    • 10.4.2.2. Financial Performance
    • 10.4.2.3. Product Benchmarking
    • 10.4.2.4. Strategic Initiatives
  • 10.4.3. Concentrix
    • 10.4.3.1. Participant's Overview
    • 10.4.3.2. Financial Performance
    • 10.4.3.3. Product Benchmarking
    • 10.4.3.4. Strategic Initiatives
  • 10.4.4. Capgemini
    • 10.4.4.1. Participant's Overview
    • 10.4.4.2. Financial Performance
    • 10.4.4.3. Product Benchmarking
    • 10.4.4.4. Strategic Initiatives
  • 10.4.5. CGS Inc
    • 10.4.5.1. Participant's Overview
    • 10.4.5.2. Financial Performance
    • 10.4.5.3. Product Benchmarking
    • 10.4.5.4. Strategic Initiatives
  • 10.4.6. DATAMARK Inc.
    • 10.4.6.1. Participant's Overview
    • 10.4.6.2. Financial Performance
    • 10.4.6.3. Product Benchmarking
    • 10.4.6.4. Strategic Initiatives
  • 10.4.7. Infosys BPM
    • 10.4.7.1. Participant's Overview
    • 10.4.7.2. Financial Performance
    • 10.4.7.3. Product Benchmarking
    • 10.4.7.4. Strategic Initiatives
  • 10.4.8. Konecta Group
    • 10.4.8.1. Participant's Overview
    • 10.4.8.2. Financial Performance
    • 10.4.8.3. Product Benchmarking
    • 10.4.8.4. Strategic Initiatives
  • 10.4.9. Raya Customer Experience
    • 10.4.9.1. Participant's Overview
    • 10.4.9.2. Financial Performance
    • 10.4.9.3. Product Benchmarking
    • 10.4.9.4. Strategic Initiatives
  • 10.4.10. SCICOM (MSC) BERHAD
    • 10.4.10.1. Participant's Overview
    • 10.4.10.2. Financial Performance
    • 10.4.10.3. Product Benchmarking
    • 10.4.10.4. Strategic Initiatives
  • 10.4.11. SERCO GROUP
    • 10.4.11.1. Participant's Overview
    • 10.4.11.2. Financial Performance
    • 10.4.11.3. Product Benchmarking
    • 10.4.11.4. Strategic Initiatives
  • 10.4.12. Teleperformance
    • 10.4.12.1. Participant's Overview
    • 10.4.12.2. Financial Performance
    • 10.4.12.3. Product Benchmarking
    • 10.4.12.4. Strategic Initiatives
  • 10.4.13. TTEC
    • 10.4.13.1. Participant's Overview
    • 10.4.13.2. Financial Performance
    • 10.4.13.3. Product Benchmarking
    • 10.4.13.4. Strategic Initiatives
  • 10.4.14. Webhelp
    • 10.4.14.1. Participant's Overview
    • 10.4.14.2. Financial Performance
    • 10.4.14.3. Product Benchmarking
    • 10.4.14.4. Strategic Initiatives
  • 10.4.15. Wipro
    • 10.4.15.1. Participant's Overview
    • 10.4.15.2. Financial Performance
    • 10.4.15.3. Product Benchmarking
    • 10.4.15.4. Strategic Initiatives