コール＆コンタクトセンターアウトソーシング市場規模、シェア、動向分析レポート：タイプ別（メールサポート、チャットサポート、音声）、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、セグメント別予測、2024年～2030年

Call And Contact Center Outsourcing Market Size, Share & Trends Analysis Report By Type (Email Support, Chat Support, Voice), By Outsourcing Type, By Service, By Enterprise Size, By End-use, By Region, And Segment Forecasts, 2024 - 2030

コール＆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＆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1638億6000万米ドルに... もっと見る

出版社	出版年月	電子版価格	ページ数	言語
Grand View Research グランドビューリサーチ	2023年12月22日	US$5,950 シングルユーザライセンス（印刷不可）ライセンス・価格情報注文方法はこちら	125	英語

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コール＆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＆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1638億6000万米ドルに達すると予測され、2024年から2030年までの年平均成長率は9.1％と予測されている。コールセンターおよびコンタクトセンターのアウトソーシング分野の拡大は、現在進行中のテクノロジーの進歩に直接関係している。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る。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る。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る。

さらに、コールセンターおよびコンタクトセンターの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る。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、市場における競争力の向上が期待できる。

消費者向けセルフサービス・ポータルが重視されるようになったのは、顕著な傾向である。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る。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への需要と一致する。人工知能（AI）の導入は、コールセンターおよび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トレンドである。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る。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る。

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る。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る。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への期待は高まっている。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る。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る。したがって、コールセンターおよびコンタクトセンターの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。電気通信、医療、金融、電子商取引など、さまざまな業界の特定の要求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＆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することを可能にし、適応性の向上に貢献する。

- アウトソーシングの種類に基づくと、オフショアセグメントは予測期間中に約9.5％の最も速いCAGRを記録すると予想される。コールセンターおよび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推進要因の1つは、大幅な価格削減である。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る。

- 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最も速い年平均成長率（CAGR）約10％を記録すると予想される。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）によって大きく変化すると予想される。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駆動型の調整を行うために定期的に評価される。

- 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る。アウトソーシング・パートナーは、小規模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る。クラウドベースのソリューションとオンライン・コールセンターおよびコンタクトセンターのプラットフォームにより、小規模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る。

- 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CAGRを記録する見込みである。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る。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る。

- アジア太平洋地域は、予測期間中に約12%のCAGRを記録すると予想される。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取り込みに投資している。同地域の経済の安定性と定期的な成長は、コールセンターおよびコンタクトセンターのアウトソーシングの可能性を高めている。

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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

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Table of Contents

Summary

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

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サマリー

目次

Summary

Table of Contents

ご注文は、お電話またはWEBから承ります。お見積もりの作成もお気軽にご相談ください。

本レポートと同分野（無線・モバイル・ワイヤレス）の最新刊レポート

Grand View Research社の通信サービス分野での最新刊レポート

本レポートと同じKEY WORD（contact center）の最新刊レポート

よくあるご質問

Grand View Research社はどのような調査会社ですか?

調査レポートの納品までの日数はどの程度ですか?

注文の手続きはどのようになっていますか?

お支払方法の方法はどのようになっていますか?

データリソース社はどのような会社ですか?