According to a new report, published by KBV research, The Global Call And Contact Center Outsourcing Market size is expected to reach $174.18 billion by 2031, rising at a market growth of 9.2% CAGR during the forecast period.
The Offshore segment is anticipating a CAGR of 9.8% during (2024 - 2031). Cost-saving benefits primarily drove this dominance, as businesses sought to reduce operational expenses by outsourcing customer service functions to countries with lower labour costs. Popular offshore outsourcing destinations such as India, the Philippines, and Latin America continued to attract companies due to their skilled workforce, multilingual capabilities, and advanced technological infrastructure. Integrating AI-driven automation and cloud-based contact center solutions enhanced service efficiency and scalability. The growing need for 24/7 customer support and business continuity also increased reliance on offshore outsourcing solutions.
The Inbound Services segment is leading the Global Call And Contact Center Outsourcing Market by Services in 2023; thereby, achieving a market value of $101.2 billion by 2031. The rising demand for customer support, technical assistance, and order processing services significantly contributed to this growth. Businesses across e-commerce, BFSI, telecommunications, and healthcare increasingly outsourced inbound services to enhance customer experience, reduce operational costs, and ensure 24/7 support availability. Integrating AI-powered chatbots, interactive voice response (IVR) systems and cloud-based contact centers improved service efficiency and response times. Additionally, the growing focus on customer retention and satisfaction drove organizations to invest in high-quality inbound support solutions.
The Small & Medium Enterprises (SMEs) segment is registering a CAGR of 9.8% during (2024 - 2031). As small businesses sought cost-effective solutions to improve customer engagement, outsourcing became an attractive option to enhance service quality without the burden of maintaining an in-house contact center. Adopting cloud-based and AI-powered customer support solutions enabled small enterprises to provide efficient and responsive customer service at a lower cost. Additionally, the increasing trend of startups and SMEs expanding into new markets fueled the demand for outsourced contact center services, helping them effectively manage customer interactions, lead generation, and sales outreach.
The Voice segment is generating the maximum revenue in the Global Call And Contact Center Outsourcing Market by Type in 2023; thereby, achieving a market value of $53.3 billion by 2031. Voice-based customer support continues to be essential for handling complex inquiries, personalized assistance, and real-time issue resolution. Industries such as banking, healthcare, telecommunications, and e-commerce rely heavily on voice-based interactions to enhance customer engagement and satisfaction. As businesses prioritize high-quality customer service, the demand for outsourced voice support remains strong, driving further growth in the market.
The IT & Telecom segment would obtain a CAGR of 8.3% during (2024 - 2031). The growing complexity of IT services, network troubleshooting, and customer support for digital products fueled the need for specialized outsourcing solutions. Telecommunications companies relied on outsourced call centers to handle customer inquiries, billing issues, technical support, and service activations. The increasing adoption of cloud-based contact center solutions, AI-driven customer interactions, and predictive analytics further streamlined customer support operations in this sector. The rapid expansion of mobile networks, fiber optics, and 5G technology also increased the demand for outsourced technical support and customer service solutions.
Full Report: https://www.kbvresearch.com/call-and-contact-center-outsourcing-market/
The North America region dominated the Global Call And Contact Center Outsourcing Market by Region in 2023, and would continue to be a dominant market till 2031; thereby, achieving a market value of $57.38 billion by 2031. The Europe region is experiencing a CAGR of 9.1% during (2024 - 2031). Additionally, The Asia Pacific region would exhibit a CAGR of 10% during (2024 - 2031).
By Outsourcing Type
By Services
By Type
By Enterprise Size
By End-use
Unique Offerings 
