Contact Center Outsourcing Market Size & Share Analysis - Growth Trends & Forecasts (2025 - 2030)

The Contact Center Outsourcing Market is Segmented by Service Type (Email Support, Chat Support, Voice (Offshore and Onshore), and Other Service Types), End-User Industry (BFSI, Government and Defense, Healthcare, IT and Telecom, Retail, Manufacturing, and Other End-User Industries), and Geography (North America, Europe, Asia-Pacific, Latin America, and Middle East and Africa). The Market Sizes and Forecasts are Provided in Terms of Value (USD) for all the Above Segments.

Contact Center Outsourcing Market Size & Share Analysis - Growth Trends & Forecasts (2025 - 2030)

Contact Center Outsourcing Market Size

Contact Center Outsourcing Market Summary
Study Period 2019 - 2030
Market Size (2025) USD 117.52 Billion
Market Size (2030) USD 168.56 Billion
CAGR (2025 - 2030) 7.48 %
Fastest Growing Market Asia Pacific
Largest Market North America
Market Concentration Medium

Major Players

Contact Center Outsourcing Market Major Players

*Disclaimer: Major Players sorted in no particular order

Compare market size and growth of Contact Center Outsourcing Market with other markets in Technology, Media and Telecom Industry

Automation

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Security & Surveillance

Contact Center Outsourcing Market Analysis

The Contact Center Outsourcing Market size is estimated at USD 117.52 billion in 2025, and is expected to reach USD 168.56 billion by 2030, at a CAGR of 7.48% during the forecast period (2025-2030).

  • The contact center outsourcing services help decrease operating costs and improve the efficiency of organizations that outsource these services. Also, the seller uses professionals to work quickly. In addition, third-party service providers have to keep up with the times by utilizing new technologies such as voice bots. Advanced technologies like social media management tools, process automation tools like artificial intelligence and RPA, and considerable investments in the cloud will facilitate and streamline business processes.
  • A cloud contact center is an online service that delivers outbound and inbound telephone connectivity to agents through the Internet. Agents generally operate a cloud contact center to accept incoming and place outgoing calls from their desktops. Unlike business VoIP, cloud-based contact centers streamline client communication across multiple channels, including text, phone, email, and social media.
  • Due to the growth of communication channels, customers anticipate frictionless interactions across several touchpoints. To provide omnichannel assistance, contact center outsourcing businesses are enhancing their capacity and combining channels, including voice, email, chat, social media, and self-service alternatives. This enables companies to provide reliable and practical client service, increasing customer satisfaction.
  • Contact center outsourcing companies invest in cutting-edge technologies and qualified personnel to deliver effective and efficient customer service. The expertise of the outsourcing partner's team in areas like multilingual support, technical debugging, and knowledge of a particular industry can be useful to businesses. As a result, companies can increase operational effectiveness while concentrating on their core capabilities.
  • Airbnb, the online marketplace for lodging and experiences, partners with contact center outsourcing firms to offer multilingual customer support. As Airbnb caters to a global user base, outsourcing its customer service operations helps assist in multiple languages, ensuring a seamless experience for hosts and guests worldwide.
  • The contact center outsourcing market faces several challenges related to data security, customization, and migration restraints. Contact centers often handle sensitive customer data, which makes compliance with data protection regulations (such as GDPR, HIPPA, and CCPA) crucial.
  • Due to the pandemic, call volumes for businesses in the healthcare, travel, and e-commerce sectors increased. Regarding COVID-19, customers made more requests, inquiries, and complaints, which raised the need for contact center help. During the pandemic, contact center outsourcing firms were forced to make immediate adjustments to accommodate the increased call volumes and address the changing demands of their clients, including disseminating advice on safety precautions, handling cancellations, and giving assistance for remote work arrangements.

Contact Center Outsourcing Industry Overview

The contact center outsourcing market is semi-consolidated due to the presence of both global players and small and medium-sized enterprises. Some of the major players in the market are Atento SA, Sykes Enterprises, Incorporated, DATAMARK Inc., Scicom Berhad, and Teleperformance SA. Players in the market are adopting strategies such as partnerships and acquisitions to enhance their product offerings and gain sustainable competitive advantage.

In March 2024, ArenaCX announced that Atento joined the marketplace of BPO providers. For ArenaCX, this new addition to the BPO marketplace means more choice within the arena marketplace for customers looking to outsource key business functions.

In June 2023, Microsoft, the leading artificial intelligence (AI) tech provider, signed a USD 185 million deal with France’s Teleperformance to help the outsourcing company launch its proprietary TP AI GenAI tec. Through the collaboration, Teleperformance is also leveraging Microsoft Azure artificial intelligence (AI) to launch TP GenAI, a new suite of AI solutions that enable faster, more efficient, and enhanced business processes that deliver improved customer experience.

Contact Center Outsourcing Market Leaders

  1. Atento S.A

  2. Sykes Enterprises, Incorporated

  3. DATAMARK Inc.

  4. Scicom Berhad

  5. Teleperformance, SA

  6. *Disclaimer: Major Players sorted in no particular order
Contact Center Outsourcing Market Concentration
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Contact Center Outsourcing Market News

  • September 2023: Bandwidth Inc., a global enterprise cloud communications firm, announced its collaboration with Google and Cognigy to launch AIBridge. This tool enables companies to quickly deploy voice-based artificial intelligence tools in front of their contact centers, resolving calls rapidly and more efficiently in the communications cloud. AIBridge is the newest in a sequence of pre-built integrations obtainable with Bandwidth Maestro, a next-generation enterprise cloud communications platform that is now available.
  • June 2023: iQor, a global provider of business process outsourcing (BPO) solutions, announced a strategic partnership with AmplifAI, an AI-driven performance enablement platform dedicated to leveraging data to create personalized environments for employee success. The two organizations aim to harness the power of interaction analytics and artificial intelligence (AI) to transform call center performance and revolutionize quality assurance (QA) functions. AmplifAI's mission is to use data-driven insights to create personalized environments that empower every employee to thrive.

Contact Center Outsourcing Market Report - Table of Contents

1. INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2. RESEARCH METHODOLOGY

3. EXECUTIVE SUMMARY

4. MARKET INSIGHT

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitute Products
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Multi-Channel Customer Engagement Trends (Chatbots | Social Media)
  • 4.4 Other Emerging Trends Like Growth Of Advanced Analytics in the Contact Center

5. MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Incorporation of Cloud Communication in Contact Centers
    • 5.1.2 Latest Technologies Strengthen Capabilities of Contact Center Model
  • 5.2 Market Restraints
    • 5.2.1 Data Security, Customization, and Data Migration

6. MARKET SEGMENTATION

  • 6.1 By Service Type
    • 6.1.1 Email Support
    • 6.1.2 Chat Support
    • 6.1.3 Voice (Offshore and Onshore)
    • 6.1.4 Other Service Types
  • 6.2 By End-user Industry
    • 6.2.1 BFSI
    • 6.2.2 Government and Defense
    • 6.2.3 Healthcare
    • 6.2.4 IT and Telecom
    • 6.2.5 Retail
    • 6.2.6 Manufacturing
    • 6.2.7 Other End-user Industries
  • 6.3 By Geography***
    • 6.3.1 North America
    • 6.3.2 Europe
    • 6.3.3 Asia
    • 6.3.4 Australia and New Zealand
    • 6.3.5 Latin America
    • 6.3.6 Middle East and Africa

7. COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles*
    • 7.1.1 Atento SA
    • 7.1.2 Sykes Enterprises Incorporated
    • 7.1.3 DATAMARK Inc.
    • 7.1.4 Scicom Berhad
    • 7.1.5 Teleperformance SA
    • 7.1.6 Firstsource Solutions Limited
    • 7.1.7 TTEC Holdings Inc.
    • 7.1.8 Startek
    • 7.1.9 Hgs

8. INVESTMENT ANALYSIS

9. FUTURE OPPORTUNITIES

**Subject to Availability
***In the final report, Asia, Australia, and New Zealand will be studied together as 'Asia-Pacific'.
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Contact Center Outsourcing Industry Segmentation

Call center outsourcing involves hiring an external team to handle customer support tasks. The team handles calls, surveys, and other customer service operations on the company's behalf. The study monitors the revenue generated from service offerings by vendors in the market.

The contact center outsourcing market is segmented by service type (email support, chat support, voice (offshore and onshore), and other service types), end-user industry (BFSI, government and defense, healthcare, IT and telecom, retail, manufacturing, and other end-user industries), and geography (North America, Europe, Asia-Pacific, Latin America, and Middle East and Africa). The market sizes and forecasts are provided in terms of value (USD) for all the above segments.

By Service Type Email Support
Chat Support
Voice (Offshore and Onshore)
Other Service Types
By End-user Industry BFSI
Government and Defense
Healthcare
IT and Telecom
Retail
Manufacturing
Other End-user Industries
By Geography*** North America
Europe
Asia
Australia and New Zealand
Latin America
Middle East and Africa
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Contact Center Outsourcing Market Research FAQs

How big is the Contact Center Outsourcing Market?

The Contact Center Outsourcing Market size is expected to reach USD 117.52 billion in 2025 and grow at a CAGR of 7.48% to reach USD 168.56 billion by 2030.

What is the current Contact Center Outsourcing Market size?

In 2025, the Contact Center Outsourcing Market size is expected to reach USD 117.52 billion.

Who are the key players in Contact Center Outsourcing Market?

Atento S.A, Sykes Enterprises, Incorporated, DATAMARK Inc., Scicom Berhad and Teleperformance, SA are the major companies operating in the Contact Center Outsourcing Market.

Which is the fastest growing region in Contact Center Outsourcing Market?

Asia Pacific is estimated to grow at the highest CAGR over the forecast period (2025-2030).

Which region has the biggest share in Contact Center Outsourcing Market?

In 2025, the North America accounts for the largest market share in Contact Center Outsourcing Market.

What years does this Contact Center Outsourcing Market cover, and what was the market size in 2024?

In 2024, the Contact Center Outsourcing Market size was estimated at USD 108.73 billion. The report covers the Contact Center Outsourcing Market historical market size for years: 2019, 2020, 2021, 2022, 2023 and 2024. The report also forecasts the Contact Center Outsourcing Market size for years: 2025, 2026, 2027, 2028, 2029 and 2030.

Contact Center Outsourcing Industry Report

Statistics for the 2025 Contact Center Outsourcing market share, size and revenue growth rate, created by Mordor Intelligence™ Industry Reports. Contact Center Outsourcing analysis includes a market forecast outlook for 2025 to 2030 and historical overview. Get a sample of this industry analysis as a free report PDF download.