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Outsourced Call Centers (Outsourced Contact Centers)-Global Market Insights and Sales Trends 2025
Synopsis
In today’s business parlance, outsourcing refers to the practice of outsourcing non-core business functions of an organization to a third party business process outsourcing (BPO) services provider. Similarly, call center outsourcing is the process of contracting the management of voice based customer service processes to specialized call center outsourcing companies. Contact centers defined simply are workplaces wherein human agents receive or make outgoing telephone calls to existing or prospective customers of a company. Outsourced contact centers are specialized contact center outsourcing companies that manage inbound or outbound call center processes for their clients.
The global Outsourced Call Centers (Outsourced Contact Centers) market size is expected to reach US$ million by 2029, growing at a CAGR of % from 2023 to 2029. The market is mainly driven by the significant applications of Outsourced Call Centers (Outsourced Contact Centers) in various end use industries. The expanding demands from the Telecom & IT, BFSI, Healthcare & Life Sciences and Government & Public, are propelling Outsourced Call Centers (Outsourced Contact Centers) market. On-Premise, one of the segments analysed in this report, is projected to record % CAGR and reach US$ million by the end of the analysis period. Growth in the Cloud-based segment is estimated at % CAGR for the next seven-year period.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence.
Report Objectives
This report provides market insight on the different segments, by players, by Type, by Application. Market size and forecast (2018-2029) has been provided in the report. The primary objectives of this report are to provide 1) global market size and forecasts, growth rates, market dynamics, industry structure and developments, market situation, trends; 2) global market share and ranking by company; 3) comprehensive presentation of the global market for Outsourced Call Centers (Outsourced Contact Centers), with both quantitative and qualitative analysis through detailed segmentation; 4) detailed value chain analysis and review of growth factors essential for the existing market players and new entrants; 5) emerging opportunities in the market and the future impact of major drivers and restraints of the market.
Key Features of The Study:
This report provides in-depth analysis of the global Outsourced Call Centers (Outsourced Contact Centers) market, and provides market size (US$ million) and CAGR for the forecast period (2023-2029), considering 2022 as the base year.
This report profiles key players in the global Outsourced Call Centers (Outsourced Contact Centers) market based on the following parameters - company details (found date, headquarters, manufacturing bases), products portfolio, Outsourced Call Centers (Outsourced Contact Centers) sales data, market share and ranking.
This report elucidates potential market opportunities across different segments and explains attractive investment proposition matrices for this market.
This report illustrates key insights about market drivers, restraints, opportunities, market trends, regional outlook.
Key companies of Outsourced Call Centers (Outsourced Contact Centers) covered in this report include Teleperformance, Concentrix (Convergys), Alorica, Atento, Acticall (Sitel), Arvato, Sykes Enterprises, TeleTech and Transcom, etc.
The global Outsourced Call Centers (Outsourced Contact Centers) market report caters to various stakeholders in this industry including investors, suppliers, product players, distributors, new entrants, and financial analysts.
Market Segmentation
Company Profiles:
Teleperformance
Concentrix (Convergys)
Alorica
Atento
Acticall (Sitel)
Arvato
Sykes Enterprises
TeleTech
Transcom
Serco
HKT Teleservices
Comdata
Global Outsourced Call Centers (Outsourced Contact Centers) market, by region:
North America (U.S., Canada, Mexico)
Europe (Germany, France, UK, Italy, etc.)
Asia Pacific (China, Japan, South Korea, Southeast Asia, India, etc.)
South America (Brazil, etc.)
Middle East and Africa (Turkey, GCC Countries, Africa, etc.)
Global Outsourced Call Centers (Outsourced Contact Centers) market, Segment by Type:
On-Premise
Cloud-based
Global Outsourced Call Centers (Outsourced Contact Centers) market, by Application
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others
Core Chapters
Chapter One: Introduces the report scope of the report, executive summary of global and regional market size and CAGR for the history and forecast period (2018-2023, 2024-2029). It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter Two: Provides the analysis of various market segments by Type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments.
Chapter Three: Provides the analysis of various market segments by Application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets.
Chapter Four: Detailed analysis of Outsourced Call Centers (Outsourced Contact Centers) companies’ competitive landscape, revenue, market share and ranking, latest development plan, merger, and acquisition information, etc.
Chapter Five: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product introduction, revenue, recent development, etc.
Chapter Six, Seven, Eight, Nine and Ten: North America, Europe, Asia Pacific, Latin America, Middle East & Africa, revenue by country.
Chapter Eleven: this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter Twelve: Research Finding/Conclusion
In today’s business parlance, outsourcing refers to the practice of outsourcing non-core business functions of an organization to a third party business process outsourcing (BPO) services provider. Similarly, call center outsourcing is the process of contracting the management of voice based customer service processes to specialized call center outsourcing companies. Contact centers defined simply are workplaces wherein human agents receive or make outgoing telephone calls to existing or prospective customers of a company. Outsourced contact centers are specialized contact center outsourcing companies that manage inbound or outbound call center processes for their clients.
The global Outsourced Call Centers (Outsourced Contact Centers) market size is expected to reach US$ million by 2029, growing at a CAGR of % from 2023 to 2029. The market is mainly driven by the significant applications of Outsourced Call Centers (Outsourced Contact Centers) in various end use industries. The expanding demands from the Telecom & IT, BFSI, Healthcare & Life Sciences and Government & Public, are propelling Outsourced Call Centers (Outsourced Contact Centers) market. On-Premise, one of the segments analysed in this report, is projected to record % CAGR and reach US$ million by the end of the analysis period. Growth in the Cloud-based segment is estimated at % CAGR for the next seven-year period.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence.
Report Objectives
This report provides market insight on the different segments, by players, by Type, by Application. Market size and forecast (2018-2029) has been provided in the report. The primary objectives of this report are to provide 1) global market size and forecasts, growth rates, market dynamics, industry structure and developments, market situation, trends; 2) global market share and ranking by company; 3) comprehensive presentation of the global market for Outsourced Call Centers (Outsourced Contact Centers), with both quantitative and qualitative analysis through detailed segmentation; 4) detailed value chain analysis and review of growth factors essential for the existing market players and new entrants; 5) emerging opportunities in the market and the future impact of major drivers and restraints of the market.
Key Features of The Study:
This report provides in-depth analysis of the global Outsourced Call Centers (Outsourced Contact Centers) market, and provides market size (US$ million) and CAGR for the forecast period (2023-2029), considering 2022 as the base year.
This report profiles key players in the global Outsourced Call Centers (Outsourced Contact Centers) market based on the following parameters - company details (found date, headquarters, manufacturing bases), products portfolio, Outsourced Call Centers (Outsourced Contact Centers) sales data, market share and ranking.
This report elucidates potential market opportunities across different segments and explains attractive investment proposition matrices for this market.
This report illustrates key insights about market drivers, restraints, opportunities, market trends, regional outlook.
Key companies of Outsourced Call Centers (Outsourced Contact Centers) covered in this report include Teleperformance, Concentrix (Convergys), Alorica, Atento, Acticall (Sitel), Arvato, Sykes Enterprises, TeleTech and Transcom, etc.
The global Outsourced Call Centers (Outsourced Contact Centers) market report caters to various stakeholders in this industry including investors, suppliers, product players, distributors, new entrants, and financial analysts.
Market Segmentation
Company Profiles:
Teleperformance
Concentrix (Convergys)
Alorica
Atento
Acticall (Sitel)
Arvato
Sykes Enterprises
TeleTech
Transcom
Serco
HKT Teleservices
Comdata
Global Outsourced Call Centers (Outsourced Contact Centers) market, by region:
North America (U.S., Canada, Mexico)
Europe (Germany, France, UK, Italy, etc.)
Asia Pacific (China, Japan, South Korea, Southeast Asia, India, etc.)
South America (Brazil, etc.)
Middle East and Africa (Turkey, GCC Countries, Africa, etc.)
Global Outsourced Call Centers (Outsourced Contact Centers) market, Segment by Type:
On-Premise
Cloud-based
Global Outsourced Call Centers (Outsourced Contact Centers) market, by Application
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others
Core Chapters
Chapter One: Introduces the report scope of the report, executive summary of global and regional market size and CAGR for the history and forecast period (2018-2023, 2024-2029). It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter Two: Provides the analysis of various market segments by Type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments.
Chapter Three: Provides the analysis of various market segments by Application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets.
Chapter Four: Detailed analysis of Outsourced Call Centers (Outsourced Contact Centers) companies’ competitive landscape, revenue, market share and ranking, latest development plan, merger, and acquisition information, etc.
Chapter Five: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product introduction, revenue, recent development, etc.
Chapter Six, Seven, Eight, Nine and Ten: North America, Europe, Asia Pacific, Latin America, Middle East & Africa, revenue by country.
Chapter Eleven: this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter Twelve: Research Finding/Conclusion
Index1 Market Overview of Outsourced Call Centers (Outsourced Contact Centers)
1.1 Outsourced Call Centers (Outsourced Contact Centers) Market Overview
1.1.1 Outsourced Call Centers (Outsourced Contact Centers) Product Scope
1.1.2 Outsourced Call Centers (Outsourced Contact Centers) Market Status and Outlook
1.2 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size Overview by Region 2018 VS 2022 VS 2029
1.3 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size by Region (2018-2029)
1.4 Global Outsourced Call Centers (Outsourced Contact Centers) Historic Market Size by Region (2018-2023)
1.5 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size Forecast by Region (2024-2029)
1.6 Key Regions, Outsourced Call Centers (Outsourced Contact Centers) Market Size (2018-2029)
1.6.1 North America Outsourced Call Centers (Outsourced Contact Centers) Market Size (2018-2029)
1.6.2 Europe Outsourced Call Centers (Outsourced Contact Centers) Market Size (2018-2029)
1.6.3 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Market Size (2018-2029)
1.6.4 Latin America Outsourced Call Centers (Outsourced Contact Centers) Market Size (2018-2029)
1.6.5 Middle East & Africa Outsourced Call Centers (Outsourced Contact Centers) Market Size (2018-2029)
2 Outsourced Call Centers (Outsourced Contact Centers) Market by Type
2.1 Introduction
2.1.1 On-Premise
2.1.2 Cloud-based
2.2 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size by Type: 2018 VS 2022 VS 2029
2.2.1 Global Outsourced Call Centers (Outsourced Contact Centers) Historic Market Size by Type (2018-2023)
2.2.2 Global Outsourced Call Centers (Outsourced Contact Centers) Forecasted Market Size by Type (2024-2029)
2.3 Key Regions Market Size by Type
2.3.1 North America Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Type (2018-2029)
2.3.2 Europe Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Type (2018-2029)
2.3.3 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Type (2018-2029)
2.3.4 Latin America Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Type (2018-2029)
2.3.5 Middle East and Africa Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Type (2018-2029)
3 Outsourced Call Centers (Outsourced Contact Centers) Market Overview by Application
3.1 Introduction
3.1.1 Telecom & IT
3.1.2 BFSI
3.1.3 Healthcare & Life Sciences
3.1.4 Government & Public
3.1.5 Retail & Consumer Goods
3.1.6 Others
3.2 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size by Application: 2018 VS 2022 VS 2029
3.2.1 Global Outsourced Call Centers (Outsourced Contact Centers) Historic Market Size by Application (2018-2023)
3.2.2 Global Outsourced Call Centers (Outsourced Contact Centers) Forecasted Market Size by Application (2024-2029)
3.3 Key Regions Market Size by Application
3.3.1 North America Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Application (2018-2029)
3.3.2 Europe Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Application (2018-2029)
3.3.3 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Application (2018-2029)
3.3.4 Latin America Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Application (2018-2029)
3.3.5 Middle East and Africa Outsourced Call Centers (Outsourced Contact Centers) Revenue Breakdown by Application (2018-2029)
4 Outsourced Call Centers (Outsourced Contact Centers) Competition Analysis by Players
4.1 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size by Players (2018-2023)
4.2 Global Top Players by Company Type (Tier 1, Tier 2 and Tier 3) & (based on the Revenue in Outsourced Call Centers (Outsourced Contact Centers) as of 2022)
4.3 Date of Key Players Enter into Outsourced Call Centers (Outsourced Contact Centers) Market
4.4 Global Top Players Outsourced Call Centers (Outsourced Contact Centers) Headquarters and Area Served
4.5 Key Players Outsourced Call Centers (Outsourced Contact Centers) Product Solution and Service
4.6 Competitive Status
4.6.1 Outsourced Call Centers (Outsourced Contact Centers) Market Concentration Rate
4.6.2 Mergers & Acquisitions, Expansion Plans
5 Company (Top Players) Profiles
5.1 Teleperformance
5.1.1 Teleperformance Profile
5.1.2 Teleperformance Main Business
5.1.3 Teleperformance Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.1.4 Teleperformance Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.1.5 Teleperformance Recent Developments
5.2 Concentrix (Convergys)
5.2.1 Concentrix (Convergys) Profile
5.2.2 Concentrix (Convergys) Main Business
5.2.3 Concentrix (Convergys) Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.2.4 Concentrix (Convergys) Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.2.5 Concentrix (Convergys) Recent Developments
5.3 Alorica
5.3.1 Alorica Profile
5.3.2 Alorica Main Business
5.3.3 Alorica Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.3.4 Alorica Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.3.5 Atento Recent Developments
5.4 Atento
5.4.1 Atento Profile
5.4.2 Atento Main Business
5.4.3 Atento Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.4.4 Atento Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.4.5 Atento Recent Developments
5.5 Acticall (Sitel)
5.5.1 Acticall (Sitel) Profile
5.5.2 Acticall (Sitel) Main Business
5.5.3 Acticall (Sitel) Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.5.4 Acticall (Sitel) Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.5.5 Acticall (Sitel) Recent Developments
5.6 Arvato
5.6.1 Arvato Profile
5.6.2 Arvato Main Business
5.6.3 Arvato Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.6.4 Arvato Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.6.5 Arvato Recent Developments
5.7 Sykes Enterprises
5.7.1 Sykes Enterprises Profile
5.7.2 Sykes Enterprises Main Business
5.7.3 Sykes Enterprises Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.7.4 Sykes Enterprises Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.7.5 Sykes Enterprises Recent Developments
5.8 TeleTech
5.8.1 TeleTech Profile
5.8.2 TeleTech Main Business
5.8.3 TeleTech Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.8.4 TeleTech Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.8.5 TeleTech Recent Developments
5.9 Transcom
5.9.1 Transcom Profile
5.9.2 Transcom Main Business
5.9.3 Transcom Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.9.4 Transcom Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.9.5 Transcom Recent Developments
5.10 Serco
5.10.1 Serco Profile
5.10.2 Serco Main Business
5.10.3 Serco Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.10.4 Serco Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.10.5 Serco Recent Developments
5.11 HKT Teleservices
5.11.1 HKT Teleservices Profile
5.11.2 HKT Teleservices Main Business
5.11.3 HKT Teleservices Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.11.4 HKT Teleservices Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.11.5 HKT Teleservices Recent Developments
5.12 Comdata
5.12.1 Comdata Profile
5.12.2 Comdata Main Business
5.12.3 Comdata Outsourced Call Centers (Outsourced Contact Centers) Products, Services and Solutions
5.12.4 Comdata Outsourced Call Centers (Outsourced Contact Centers) Revenue (US$ Million) & (2018-2023)
5.12.5 Comdata Recent Developments
6 North America
6.1 North America Outsourced Call Centers (Outsourced Contact Centers) Market Size by Country (2018-2029)
6.2 U.S.
6.3 Canada
7 Europe
7.1 Europe Outsourced Call Centers (Outsourced Contact Centers) Market Size by Country (2018-2029)
7.2 Germany
7.3 France
7.4 U.K.
7.5 Italy
7.6 Russia
7.7 Nordic Countries
7.8 Rest of Europe
8 Asia-Pacific
8.1 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Market Size by Region (2018-2029)
8.2 China
8.3 Japan
8.4 South Korea
8.5 Southeast Asia
8.6 India
8.7 Australia
8.8 Rest of Asia-Pacific
9 Latin America
9.1 Latin America Outsourced Call Centers (Outsourced Contact Centers) Market Size by Country (2018-2029)
9.2 Mexico
9.3 Brazil
9.4 Rest of Latin America
10 Middle East & Africa
10.1 Middle East & Africa Outsourced Call Centers (Outsourced Contact Centers) Market Size by Country (2018-2029)
10.2 Turkey
10.3 Saudi Arabia
10.4 UAE
10.5 Rest of Middle East & Africa
11 Outsourced Call Centers (Outsourced Contact Centers) Market Dynamics
11.1 Outsourced Call Centers (Outsourced Contact Centers) Industry Trends
11.2 Outsourced Call Centers (Outsourced Contact Centers) Market Drivers
11.3 Outsourced Call Centers (Outsourced Contact Centers) Market Challenges
11.4 Outsourced Call Centers (Outsourced Contact Centers) Market Restraints
12 Research Finding /Conclusion
13 Methodology and Data Source
13.1 Methodology/Research Approach
13.1.1 Research Programs/Design
13.1.2 Market Size Estimation
13.1.3 Market Breakdown and Data Triangulation
13.2 Data Source
13.2.1 Secondary Sources
13.2.2 Primary Sources
13.3 Disclaimer
13.4 Author List
Published By : QY Research
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