Summary

Global Call Center Outsourcing Market 2024-2028
The call center outsourcing market is forecasted to grow by USD 25.9 bn during 2023-2028, accelerating at a CAGR of 4.37% during the forecast period. The report on the call center outsourcing market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.
The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rise of emerging countries as call center destinations, increasing use of RPA in call centers, and focus on reducing operating costs.
Technavio's call center outsourcing market is segmented as below:
By End-user
• IT and telecom
• BFSI
• Healthcare
• Retail
• Others
By Type
• Inbound
• Outbound
By Geographical Landscape
• North America
• Europe
• APAC
• South America
• Middle East and Africa
This study identifies the increase in m and a and strategic alliances among vendors as one of the prime reasons driving the call center outsourcing market growth during the next few years. Also, rising adoption of cloud communication in call centers and high adoption of analytics solutions in call centers will lead to sizable demand in the market.
The report on the call center outsourcing market covers the following areas:
• Call center outsourcing market sizing
• Call center outsourcing market forecast
• Call center outsourcing market industry analysis
The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center outsourcing market vendors that include 247.AI Inc., Alorica Inc., Atento SA, Bertelsmann SE and Co. KGaA, Computer Generated Solutions Inc., Continuum Global Solutions LLC, Datacom Group Ltd., DiRAD Technologies Inc., Epicenter Technologies Pvt. Ltd., Five9 Inc., Helpware Inc., Hinduja Global Solutions Ltd., Infosys Ltd., Serco Group Plc, StarTek Inc., Sutherland Global Services Inc., Tata Consultancy Services Ltd., Teleperformance SE, Transcom Holding AB, and XACT Acquisition LLC. Also, the call center outsourcing market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.
The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors. For further information on this report, please visit - https://www.technavio.com/report/call-center-outsourcing-market-size-industry-analysis
The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast the accurate market growth.

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Table of Contents

• 1 Executive Summary
o 1.1 Market overview
o Executive Summary - Chart on Market Overview
o Executive Summary - Data Table on Market Overview
o Executive Summary - Chart on Global Market Characteristics
o Executive Summary - Chart on Market By Geographical Landscape
o Executive Summary - Chart on Market Segmentation by End-user
o Executive Summary - Chart on Market Segmentation by Type
o Executive Summary - Chart on Incremental Growth
o Executive Summary - Data Table on Incremental Growth
o Executive Summary - Chart on Company Market Positioning
• 2 Market Landscape
o 2.1 Market ecosystem
o Parent Market
o Data Table on - Parent Market
o 2.2 Market characteristics
o Market characteristics analysis
o 2.3 Value chain analysis
o Value Chain Analysis
• 3 Market Sizing
o 3.1 Market definition
o Offerings of companies included in the market definition
o 3.2 Market segment analysis
o Market segments
o 3.3 Market size 2023
o 3.4 Market outlook: Forecast for 2023-2028
o Chart on Global - Market size and forecast 2023-2028 ($ billion)
o Data Table on Global - Market size and forecast 2023-2028 ($ billion)
o Chart on Global Market: Year-over-year growth 2023-2028 (%)
o Data Table on Global Market: Year-over-year growth 2023-2028 (%)
• 4 Historic Market Size
o 4.1 Global Call Center Outsourcing Market 2018 - 2022
o Historic Market Size - Data Table on Global Call Center Outsourcing Market 2018 - 2022 ($ billion)
o 4.2 End-user segment analysis 2018 - 2022
o Historic Market Size - End-user Segment 2018 - 2022 ($ billion)
o 4.3 Type segment analysis 2018 - 2022
o Historic Market Size - Type Segment 2018 - 2022 ($ billion)
o 4.4 Geography segment analysis 2018 - 2022
o Historic Market Size - Geography Segment 2018 - 2022 ($ billion)
o 4.5 Country segment analysis 2018 - 2022
o Historic Market Size - Country Segment 2018 - 2022 ($ billion)
• 5 Five Forces Analysis
o 5.1 Five forces summary
o Five forces analysis - Comparison between 2023 and 2028
o 5.2 Bargaining power of buyers
o Bargaining power of buyers - Impact of key factors 2023 and 2028
o 5.3 Bargaining power of suppliers
o Bargaining power of suppliers - Impact of key factors in 2023 and 2028
o 5.4 Threat of new entrants
o Threat of new entrants - Impact of key factors in 2023 and 2028
o 5.5 Threat of substitutes
o Threat of substitutes - Impact of key factors in 2023 and 2028
o 5.6 Threat of rivalry
o Threat of rivalry - Impact of key factors in 2023 and 2028
o 5.7 Market condition
o Chart on Market condition - Five forces 2023 and 2028
• 6 Market Segmentation by End-user
o 6.1 Market segments
o Chart on End-user - Market share 2023-2028 (%)
o Data Table on End-user - Market share 2023-2028 (%)
o 6.2 Comparison by End-user
o Chart on Comparison by End-user
o Data Table on Comparison by End-user
o 6.3 IT and telecom - Market size and forecast 2023-2028
o Chart on IT and telecom - Market size and forecast 2023-2028 ($ billion)
o Data Table on IT and telecom - Market size and forecast 2023-2028 ($ billion)
o Chart on IT and telecom - Year-over-year growth 2023-2028 (%)
o Data Table on IT and telecom - Year-over-year growth 2023-2028 (%)
o 6.4 BFSI - Market size and forecast 2023-2028
o Chart on BFSI - Market size and forecast 2023-2028 ($ billion)
o Data Table on BFSI - Market size and forecast 2023-2028 ($ billion)
o Chart on BFSI - Year-over-year growth 2023-2028 (%)
o Data Table on BFSI - Year-over-year growth 2023-2028 (%)
o 6.5 Healthcare - Market size and forecast 2023-2028
o Chart on Healthcare - Market size and forecast 2023-2028 ($ billion)
o Data Table on Healthcare - Market size and forecast 2023-2028 ($ billion)
o Chart on Healthcare - Year-over-year growth 2023-2028 (%)
o Data Table on Healthcare - Year-over-year growth 2023-2028 (%)
o 6.6 Retail - Market size and forecast 2023-2028
o Chart on Retail - Market size and forecast 2023-2028 ($ billion)
o Data Table on Retail - Market size and forecast 2023-2028 ($ billion)
o Chart on Retail - Year-over-year growth 2023-2028 (%)
o Data Table on Retail - Year-over-year growth 2023-2028 (%)
o 6.7 Others - Market size and forecast 2023-2028
o Chart on Others - Market size and forecast 2023-2028 ($ billion)
o Data Table on Others - Market size and forecast 2023-2028 ($ billion)
o Chart on Others - Year-over-year growth 2023-2028 (%)
o Data Table on Others - Year-over-year growth 2023-2028 (%)
o 6.8 Market opportunity by End-user
o Market opportunity by End-user ($ billion)
o Data Table on Market opportunity by End-user ($ billion)
• 7 Market Segmentation by Type
o 7.1 Market segments
o Chart on Type - Market share 2023-2028 (%)
o Data Table on Type - Market share 2023-2028 (%)
o 7.2 Comparison by Type
o Chart on Comparison by Type
o Data Table on Comparison by Type
o 7.3 Inbound - Market size and forecast 2023-2028
o Chart on Inbound - Market size and forecast 2023-2028 ($ billion)
o Data Table on Inbound - Market size and forecast 2023-2028 ($ billion)
o Chart on Inbound - Year-over-year growth 2023-2028 (%)
o Data Table on Inbound - Year-over-year growth 2023-2028 (%)
o 7.4 Outbound - Market size and forecast 2023-2028
o Chart on Outbound - Market size and forecast 2023-2028 ($ billion)
o Data Table on Outbound - Market size and forecast 2023-2028 ($ billion)
o Chart on Outbound - Year-over-year growth 2023-2028 (%)
o Data Table on Outbound - Year-over-year growth 2023-2028 (%)
o 7.5 Market opportunity by Type
o Market opportunity by Type ($ billion)
o Data Table on Market opportunity by Type ($ billion)
• 8 Customer Landscape
o 8.1 Customer landscape overview
o Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
• 9 Geographic Landscape
o 9.1 Geographic segmentation
o Chart on Market share By Geographical Landscape 2023-2028 (%)
o Data Table on Market share By Geographical Landscape 2023-2028 (%)
o 9.2 Geographic comparison
o Chart on Geographic comparison
o Data Table on Geographic comparison
o 9.3 North America - Market size and forecast 2023-2028
o Chart on North America - Market size and forecast 2023-2028 ($ billion)
o Data Table on North America - Market size and forecast 2023-2028 ($ billion)
o Chart on North America - Year-over-year growth 2023-2028 (%)
o Data Table on North America - Year-over-year growth 2023-2028 (%)
o 9.4 Europe - Market size and forecast 2023-2028
o Chart on Europe - Market size and forecast 2023-2028 ($ billion)
o Data Table on Europe - Market size and forecast 2023-2028 ($ billion)
o Chart on Europe - Year-over-year growth 2023-2028 (%)
o Data Table on Europe - Year-over-year growth 2023-2028 (%)
o 9.5 APAC - Market size and forecast 2023-2028
o Chart on APAC - Market size and forecast 2023-2028 ($ billion)
o Data Table on APAC - Market size and forecast 2023-2028 ($ billion)
o Chart on APAC - Year-over-year growth 2023-2028 (%)
o Data Table on APAC - Year-over-year growth 2023-2028 (%)
o 9.6 South America - Market size and forecast 2023-2028
o Chart on South America - Market size and forecast 2023-2028 ($ billion)
o Data Table on South America - Market size and forecast 2023-2028 ($ billion)
o Chart on South America - Year-over-year growth 2023-2028 (%)
o Data Table on South America - Year-over-year growth 2023-2028 (%)
o 9.7 Middle East and Africa - Market size and forecast 2023-2028
o Chart on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
o Data Table on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
o Chart on Middle East and Africa - Year-over-year growth 2023-2028 (%)
o Data Table on Middle East and Africa - Year-over-year growth 2023-2028 (%)
o 9.8 US - Market size and forecast 2023-2028
o Chart on US - Market size and forecast 2023-2028 ($ billion)
o Data Table on US - Market size and forecast 2023-2028 ($ billion)
o Chart on US - Year-over-year growth 2023-2028 (%)
o Data Table on US - Year-over-year growth 2023-2028 (%)
o 9.9 UK - Market size and forecast 2023-2028
o Chart on UK - Market size and forecast 2023-2028 ($ billion)
o Data Table on UK - Market size and forecast 2023-2028 ($ billion)
o Chart on UK - Year-over-year growth 2023-2028 (%)
o Data Table on UK - Year-over-year growth 2023-2028 (%)
o 9.10 Australia - Market size and forecast 2023-2028
o Chart on Australia - Market size and forecast 2023-2028 ($ billion)
o Data Table on Australia - Market size and forecast 2023-2028 ($ billion)
o Chart on Australia - Year-over-year growth 2023-2028 (%)
o Data Table on Australia - Year-over-year growth 2023-2028 (%)
o 9.11 Germany - Market size and forecast 2023-2028
o Chart on Germany - Market size and forecast 2023-2028 ($ billion)
o Data Table on Germany - Market size and forecast 2023-2028 ($ billion)
o Chart on Germany - Year-over-year growth 2023-2028 (%)
o Data Table on Germany - Year-over-year growth 2023-2028 (%)
o 9.12 India - Market size and forecast 2023-2028
o Chart on India - Market size and forecast 2023-2028 ($ billion)
o Data Table on India - Market size and forecast 2023-2028 ($ billion)
o Chart on India - Year-over-year growth 2023-2028 (%)
o Data Table on India - Year-over-year growth 2023-2028 (%)
o 9.13 Market opportunity By Geographical Landscape
o Market opportunity By Geographical Landscape ($ billion)
o Data Tables on Market opportunity By Geographical Landscape ($ billion)
• 10 Drivers, Challenges, and Opportunity/Restraints
o 10.1 Market drivers
o 10.2 Market challenges
o 10.3 Impact of drivers and challenges
o Impact of drivers and challenges in 2023 and 2028
o 10.4 Market opportunities/restraints
• 11 Competitive Landscape
o 11.1 Overview
o 11.2 Competitive Landscape
o Overview on criticality of inputs and factors of differentiation
o 11.3 Landscape disruption
o Overview on factors of disruption
o 11.4 Industry risks
o Impact of key risks on business
• 12 Competitive Analysis
o 12.1 Companies profiled
o Companies covered
o 12.2 Market positioning of companies
o Matrix on companies position and classification
o 12.3 Alorica Inc.
o Alorica Inc. - Overview
o Alorica Inc. - Product / Service
o Alorica Inc. - Key news
o Alorica Inc. - Key offerings
o 12.4 Atento SA
o Atento SA - Overview
o Atento SA - Business segments
o Atento SA - Key news
o Atento SA - Key offerings
o Atento SA - Segment focus
o 12.5 Bertelsmann SE and Co. KGaA
o Bertelsmann SE and Co. KGaA - Overview
o Bertelsmann SE and Co. KGaA - Business segments
o Bertelsmann SE and Co. KGaA - Key news
o Bertelsmann SE and Co. KGaA - Key offerings
o Bertelsmann SE and Co. KGaA - Segment focus
o 12.6 Computer Generated Solutions Inc.
o Computer Generated Solutions Inc. - Overview
o Computer Generated Solutions Inc. - Product / Service
o Computer Generated Solutions Inc. - Key news
o Computer Generated Solutions Inc. - Key offerings
o 12.7 Continuum Global Solutions LLC
o Continuum Global Solutions LLC - Overview
o Continuum Global Solutions LLC - Product / Service
o Continuum Global Solutions LLC - Key news
o Continuum Global Solutions LLC - Key offerings
o 12.8 DiRAD Technologies Inc.
o DiRAD Technologies Inc. - Overview
o DiRAD Technologies Inc. - Product / Service
o DiRAD Technologies Inc. - Key offerings
o 12.9 Epicenter Technologies Pvt. Ltd.
o Epicenter Technologies Pvt. Ltd. - Overview
o Epicenter Technologies Pvt. Ltd. - Product / Service
o Epicenter Technologies Pvt. Ltd. - Key offerings
o 12.10 Five9 Inc.
o Five9 Inc. - Overview
o Five9 Inc. - Product / Service
o Five9 Inc. - Key news
o Five9 Inc. - Key offerings
o 12.11 Helpware Inc.
o Helpware Inc. - Overview
o Helpware Inc. - Product / Service
o Helpware Inc. - Key news
o Helpware Inc. - Key offerings
o 12.12 Hinduja Global Solutions Ltd.
o Hinduja Global Solutions Ltd. - Overview
o Hinduja Global Solutions Ltd. - Product / Service
o Hinduja Global Solutions Ltd. - Key offerings
o 12.13 StarTek Inc.
o StarTek Inc. - Overview
o StarTek Inc. - Business segments
o StarTek Inc. - Key offerings
o StarTek Inc. - Segment focus
o 12.14 Tata Consultancy Services Ltd.
o Tata Consultancy Services Ltd. - Overview
o Tata Consultancy Services Ltd. - Business segments
o Tata Consultancy Services Ltd. - Key news
o Tata Consultancy Services Ltd. - Key offerings
o Tata Consultancy Services Ltd. - Segment focus
o 12.15 Teleperformance SE
o Teleperformance SE - Overview
o Teleperformance SE - Product / Service
o Teleperformance SE - Key offerings
o 12.16 Transcom Holding AB
o Transcom Holding AB - Overview
o Transcom Holding AB - Business segments
o Transcom Holding AB - Key offerings
o Transcom Holding AB - Segment focus
o 12.17 XACT Acquisition LLC
o XACT Acquisition LLC - Overview
o XACT Acquisition LLC - Product / Service
o XACT Acquisition LLC - Key offerings
• 13 Appendix
o 13.1 Scope of the report
o 13.2 Inclusions and exclusions checklist
o Inclusions checklist
o Exclusions checklist
o 13.3 Currency conversion rates for US$
o Currency conversion rates for US$
o 13.4 Research methodology
o Research methodology
o 13.5 Data procurement
o Information sources
o 13.6 Data validation
o Data validation
o 13.7 Validation techniques employed for market sizing
o Validation techniques employed for market sizing
o 13.8 Data synthesis
o Data synthesis
o 360 degree market analysis
o 360 degree market analysis
o 13.10 List of abbreviations
o List of abbreviations