The Best Contact Center Outsourcing: The 2023 CRM Industry Leader Awards
Destination CRM, Thursday, August 31,2023
Though the exact dollar value varies among analyst and research firms, the worldwide contact center outsourcing market stands somewhere between $80 billion and $100 billion today and could reach up to $160 billion by 2030. And though firms largely agree that the market is poised for growth, that growth isn't expected to be as robust as it had been just a few years ago. Most projections call for compound annual growth rates of between 4 percent and 8 percent.
The growth of the market depends on several factors, including geopolitical, social, and economic factors, all of which are uncertain and can change at a moment's notice. Also impacting the market are the rise of emerging countries as call center destinations, increasing use of automation in call centers, and a focus on reducing operating costs.
Due to the low operating costs, call center organizations have long outsourced operations to countries such as India and the Philippines. These companies are now expanding their business in Brazil, Colombia, Kenya, Egypt, and Malaysia, among other countries.
While largely used to field inbound calls, contact center outsourcers are increasingly being asked to handle outbound interactions as well. And as customer interactions move to other channels beyond the phone, industry demand is forcing outsourcers to adopt more omnichannel strategies.