Global Outsourced Customer Care Services Market Opportunities, Challenges, Strategies & Forecasts
Exclusive deal : 20% Instant discount on Direct purchases! Don't wait—claim your discount today!
This report studies the Outsourced Customer Care Services market, covering market size for segment by type (Onshore Outsourcing, Offshore Outsourcing, etc.), by application (Telecom and IT, BFSI, etc.), by sales channel (Direct Channel, Distribution Channel), by player (Teleperformance SA, Convergys, Arvato, Sykes Enterprises, Atento, etc.) and by region (North America, Europe, Asia-Pacific, South America and Middle East & Africa).
This report provides detailed historical analysis of global market for Outsourced Customer Care Services from 2016-2021, and provides extensive market forecasts from 2022-2030 by region/country and subsectors. It covers the sales/revenue/value, gross margin, historical growth and future perspectives in the Outsourced Customer Care Services market.
Moreover, the impact of COVID-19 is also concerned. Since outbreak in December 2019, the COVID-19 virus has spread to all around the world and caused huge losses of lives and economy, and the global manufacturing, tourism and financial markets have been hit hard, while the online market/industry increase. Fortunately, with the development of vaccine and other effort by global governments and organizations, the negative impact of COVID-19 is expected to subside and the global economy is expected to recover.
This research covers COVID-19 impacts on the upstream, midstream and downstream industries. Moreover, this research provides an in-depth market evaluation by highlighting information on various aspects covering market dynamics like drivers, barriers, opportunities, threats, and industry news & trends. In the end, this report also provides in-depth analysis and professional advices on how to face the post COIVD-19 period.
The research methodology used to estimate and forecast this market begins by capturing the revenues of the key players and their shares in the market. Various secondary sources such as press releases, annual reports, non-profit organizations, industry associations, governmental agencies and customs data, have been used to identify and collect information useful for this extensive commercial study of the market. Calculations based on this led to the overall market size. After arriving at the overall market size, the total market has been split into several segments and subsegments, which have then been verified through primary research by conducting extensive interviews with industry experts such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures have been employed to complete the overall market engineering process and arrive at the exact statistics for all segments and subsegments.
Leading players of Outsourced Customer Care Services including:
Teleperformance SA
Convergys
Arvato
Sykes Enterprises
Atento
TeleTech Holdings
Serco
Acticall (Sitel)
Alorica
Webhelp
Amdocs
Transcom
Comdata
West Corporation
Infosys BPM
StarTek Inc
Synnex Corporation
SPi Global
Expert Global Solutions
Accenture
Aegis
Market split by Type, can be divided into:
Onshore Outsourcing
Offshore Outsourcing
Market split by Application, can be divided into:
Telecom and IT
BFSI
Healthcare and Life Sciences
Government and Public
Retail and Consumer Goods
Market split by Sales Channel, can be divided into:
Direct Channel
Distribution Channel
Market segment by Region/Country including:
North America (United States, Canada and Mexico)
Europe (Germany, UK, France, Italy, Russia and Spain etc.)
Asia-Pacific (China, Japan, Korea, India, Australia and Southeast Asia etc.)
South America (Brazil, Argentina and Colombia etc.)
Middle East & Africa (South Africa, UAE and Saudi Arabia etc.)
Key Questions Answered in Report
Which is the most lucrative market
Which factors will impact the growth of the market
How will changing trends impact the strategies of market players
How can market players capture the low-hanging opportunities across regions
Which companies are leading the industry
What are the winning strategies of stakeholders in the market
Chapter 1 Outsourced Customer Care Services Market Overview
1.1 Outsourced Customer Care Services Definition
1.2 Global Outsourced Customer Care Services Market Size Status and Outlook (2016-2030)
1.3 Global Outsourced Customer Care Services Market Size Comparison by Region (2016-2030)
1.4 Global Outsourced Customer Care Services Market Size Comparison by Type (2016-2030)
1.5 Global Outsourced Customer Care Services Market Size Comparison by Application (2016-2030)
1.6 Global Outsourced Customer Care Services Market Size Comparison by Sales Channel (2016-2030)
1.7 Outsourced Customer Care Services Market Dynamics (COVID-19 Impacts)
1.7.1 Market Drivers/Opportunities
1.7.2 Market Challenges/Risks
1.7.3 Market News (Mergers/Acquisitions/Expansion)
1.7.4 COVID-19 Impacts
1.7.5 Post-Strategies of COVID-19
Chapter 2 Outsourced Customer Care Services Market Segment Analysis by Player
2.1 Global Outsourced Customer Care Services Sales and Market Share by Player (2019-2021)
2.2 Global Outsourced Customer Care Services Revenue and Market Share by Player (2019-2021)
2.3 Global Outsourced Customer Care Services Average Price by Player (2019-2021)
2.4 Players Competition Situation & Trends
2.5 Conclusion of Segment by Player
Chapter 3 Outsourced Customer Care Services Market Segment Analysis by Type
3.1 Global Outsourced Customer Care Services Market by Type
3.1.1 Onshore Outsourcing
3.1.2 Offshore Outsourcing
3.2 Global Outsourced Customer Care Services Sales and Market Share by Type (2016-2021)
3.3 Global Outsourced Customer Care Services Revenue and Market Share by Type (2016-2021)
3.4 Global Outsourced Customer Care Services Average Price by Type (2016-2021)
3.5 Leading Players of Outsourced Customer Care Services by Type in 2021
3.6 Conclusion of Segment by Type
Chapter 4 Outsourced Customer Care Services Market Segment Analysis by Application
4.1 Global Outsourced Customer Care Services Market by Application
4.1.1 Telecom and IT
4.1.2 BFSI
4.1.3 Healthcare and Life Sciences
4.1.4 Government and Public
4.1.5 Retail and Consumer Goods
4.2 Global Outsourced Customer Care Services Revenue and Market Share by Application (2016-2021)
4.3 Leading Consumers of Outsourced Customer Care Services by Application in 2021
4.4 Conclusion of Segment by Application
Chapter 5 Outsourced Customer Care Services Market Segment Analysis by Sales Channel
5.1 Global Outsourced Customer Care Services Market by Sales Channel
5.1.1 Direct Channel
5.1.2 Distribution Channel
5.2 Global Outsourced Customer Care Services Revenue and Market Share by Sales Channel (2016-2021)
5.3 Leading Distributors/Dealers of Outsourced Customer Care Services by Sales Channel in 2021
5.4 Conclusion of Segment by Sales Channel
Chapter 6 Outsourced Customer Care Services Market Segment Analysis by Region
6.1 Global Outsourced Customer Care Services Market Size and CAGR by Region (2016-2030)
6.2 Global Outsourced Customer Care Services Sales and Market Share by Region (2016-2021)
6.3 Global Outsourced Customer Care Services Revenue and Market Share by Region (2016-2021)
6.4 North America
6.4.1 North America Market by Country
6.4.2 North America Outsourced Customer Care Services Market Share by Type
6.4.3 North America Outsourced Customer Care Services Market Share by Application
6.4.4 United States
6.4.5 Canada
6.4.6 Mexico
6.5 Europe
6.5.1 Europe Market by Country
6.5.2 Europe Outsourced Customer Care Services Market Share by Type
6.5.3 Europe Outsourced Customer Care Services Market Share by Application
6.5.4 Germany
6.5.5 UK
6.5.6 France
6.5.7 Italy
6.5.8 Russia
6.5.9 Spain
6.6 Asia-Pacific
6.6.1 Asia-Pacific Market by Country
6.6.2 Asia-Pacific Outsourced Customer Care Services Market Share by Type
6.6.3 Asia-Pacific Outsourced Customer Care Services Market Share by Application
6.6.4 China
6.6.5 Japan
6.6.6 Korea
6.6.7 India
6.6.8 Southeast Asia
6.6.9 Australia
6.7 South America
6.7.1 South America Market by Country
6.7.2 South America Outsourced Customer Care Services Market Share by Type
6.7.3 South America Outsourced Customer Care Services Market Share by Application
6.7.4 Brazil
6.7.5 Argentina
6.7.6 Colombia
6.8 Middle East & Africa
6.8.1 Middle East & Africa Market by Country
6.8.2 Middle East & Africa Outsourced Customer Care Services Market Share by Type
6.8.3 Middle East & Africa Outsourced Customer Care Services Market Share by Application
6.8.4 UAE
6.8.5 Saudi Arabia
6.8.6 South Africa
6.9 Conclusion of Segment by Region
Chapter 7 Profile of Leading Outsourced Customer Care Services Players
7.1 Teleperformance SA
7.1.1 Company Snapshot
7.1.2 Product/Service Offered
7.1.3 Business Performance (Sales, Price, Revenue, Gross Margin and Market Share)
7.2 Convergys
7.3 Arvato
7.4 Sykes Enterprises
7.5 Atento
7.6 TeleTech Holdings
7.7 Serco
7.8 Acticall (Sitel)
7.9 Alorica
7.10 Webhelp
7.11 Amdocs
7.12 Transcom
7.13 Comdata
7.14 West Corporation
7.15 Infosys BPM
7.16 StarTek Inc
7.17 Synnex Corporation
7.18 SPi Global
7.19 Expert Global Solutions
7.20 Accenture
7.21 Aegis
Chapter 8 Upstream and Downstream Analysis of Outsourced Customer Care Services
8.1 Industrial Chain of Outsourced Customer Care Services
8.2 Upstream of Outsourced Customer Care Services
8.3 Downstream of Outsourced Customer Care Services
Chapter 9 Development Trend of Outsourced Customer Care Services (2022-2030)
9.1 Global Outsourced Customer Care Services Market Size (Sales and Revenue) Forecast (2022-2030)
9.2 Global Outsourced Customer Care Services Market Size and CAGR Forecast by Region (2022-2030)
9.3 Global Outsourced Customer Care Services Market Size and CAGR Forecast by Type (2022-2030)
9.4 Global Outsourced Customer Care Services Market Size and CAGR Forecast by Application (2022-2030)
9.5 Global Outsourced Customer Care Services Market Size and CAGR Forecast by Sales Channel (2022-2030)
Chapter 10 Appendix
10.1 Research Methodology
10.2 Data Sources
10.3 Disclaimer
10.4 Analysts Certification
List of Tables and Figures
Figure Outsourced Customer Care Services Example
Figure Global Outsourced Customer Care Services Revenue (Million $) Status and Outlook (2016-2030)
Figure Global Outsourced Customer Care Services Revenue (Million $) Comparison by Region (2016-2030)
Figure Global Outsourced Customer Care Services Revenue (Million $) Comparison by Type (2016-2030)
Figure Global Outsourced Customer Care Services Revenue (Million $) Comparison by Application (2016-2030)
Figure Global Outsourced Customer Care Services Revenue (Million $) Comparison by Sales Channel (2016-2030)
Table Global Outsourced Customer Care Services Sales by Player (2019-2021)
Table Global Outsourced Customer Care Services Sales Market Share by Player (2019-2021)
Figure Global Outsourced Customer Care Services Sales Market Share by Player in 2021
Table Global Outsourced Customer Care Services Revenue (Million $) by Player (2019-2021)
Table Global Outsourced Customer Care Services Revenue Market Share by Player (2019-2021)
Figure Global Outsourced Customer Care Services Revenue Market Share by Player in 2021
Table Global Outsourced Customer Care Services Average Price by Player (2019-2021)
Figure Global Outsourced Customer Care Services Average Price by Player in 2021
Figure Global Outsourced Customer Care Services Players Competition Situation – Top 5 Players’ Revenue Market Share in 2019
Figure Global Outsourced Customer Care Services Players Competition Trends – Top 5 Players’ Revenue Market Share in 2021
Figure Example of Onshore Outsourcing
Figure Global Onshore Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Offshore Outsourcing
Figure Global Offshore Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Global Outsourced Customer Care Services Sales by Type (2016-2021)
Table Global Outsourced Customer Care Services Sales Market Share by Type (2016-2021)
Figure Global Outsourced Customer Care Services Sales Market Share by Type in 2021
Table Global Outsourced Customer Care Services Revenue (Million $) by Type (2016-2021)
Table Global Outsourced Customer Care Services Revenue Market Share by Type (2016-2021)
Figure Global Outsourced Customer Care Services Revenue Market Share by Type in 2021
Table Global Outsourced Customer Care Services Average Price by Type (2016-2021)
Figure Global Outsourced Customer Care Services Average Price by Type in 2021
Table Leading Players of Outsourced Customer Care Services by Type in 2021
Figure Example of Telecom and IT
Figure Global Outsourced Customer Care Services for Telecom and IT Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of BFSI
Figure Global Outsourced Customer Care Services for BFSI Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Healthcare and Life Sciences
Figure Global Outsourced Customer Care Services for Healthcare and Life Sciences Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Government and Public
Figure Global Outsourced Customer Care Services for Government and Public Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Retail and Consumer Goods
Figure Global Outsourced Customer Care Services for Retail and Consumer Goods Revenue (Million $) and Growth Rate (2016-2021)
Table Global Outsourced Customer Care Services Sales by Application (2016-2021)
Table Global Outsourced Customer Care Services Sales Market Share by Application (2016-2021)
Figure Global Outsourced Customer Care Services Sales Market Share by Application in 2021
Table Leading Consumers of Outsourced Customer Care Services by Application in 2021
Figure Example of Direct Channel
Figure Global Outsourced Customer Care Services for Direct Channel Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Distribution Channel
Figure Global Outsourced Customer Care Services for Distribution Channel Revenue (Million $) and Growth Rate (2016-2021)
Table Global Outsourced Customer Care Services Revenue by Sales Channel (2016-2021)
Table Global Outsourced Customer Care Services Revenue Market Share by Sales Channel (2016-2021)
Figure Global Outsourced Customer Care Services Revenue Market Share by Sales Channel in 2021
Table Leading Distributors/Dealers of Outsourced Customer Care Services by Sales Channel in 2021
Table Global Outsourced Customer Care Services Market Size and CAGR by Region (2016-2030)
Table Global Outsourced Customer Care Services Sales by Region (2016-2021)
Table Global Outsourced Customer Care Services Sales Market Share by Region (2016-2021)
Figure Global Outsourced Customer Care Services Sales Market Share by Region in 2021
Table Global Outsourced Customer Care Services Revenue (Million $) by Region (2016-2021)
Table Global Outsourced Customer Care Services Revenue Market Share by Region (2016-2021)
Figure Global Outsourced Customer Care Services Revenue Market Share by Region in 2021
Table North America Outsourced Customer Care Services Sales by Country (2016-2021)
Figure North America Outsourced Customer Care Services Sales Market Share by Country (2016-2021)
Table North America Outsourced Customer Care Services Revenue by Country (2016-2021)
Figure North America Outsourced Customer Care Services Revenue Market Share by Country (2016-2021)
Figure North America Outsourced Customer Care Services Market Share by Type in 2021
Figure North America Outsourced Customer Care Services Market Share by Application in 2021
Figure United States Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure United States Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Canada Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Canada Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Mexico Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Mexico Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Table Europe Outsourced Customer Care Services Sales by Country (2016-2021)
Figure Europe Outsourced Customer Care Services Sales Market Share by Country (2016-2021)
Table Europe Outsourced Customer Care Services Revenue by Country (2016-2021)
Figure Europe Outsourced Customer Care Services Revenue Market Share by Country (2016-2021)
Figure Europe Outsourced Customer Care Services Market Share by Type in 2021
Figure Europe Outsourced Customer Care Services Market Share by Application in 2021
Figure Germany Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Germany Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure UK Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure UK Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure France Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure France Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Italy Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Italy Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Russia Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Russia Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Spain Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Spain Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Table Asia-Pacific Outsourced Customer Care Services Sales by Country (2016-2021)
Figure Asia-Pacific Outsourced Customer Care Services Sales Market Share by Country (2016-2021)
Table Asia-Pacific Outsourced Customer Care Services Revenue by Country (2016-2021)
Figure Asia-Pacific Outsourced Customer Care Services Revenue Market Share by Country (2016-2021)
Figure Asia-Pacific Outsourced Customer Care Services Market Share by Type in 2021
Figure Asia-Pacific Outsourced Customer Care Services Market Share by Application in 2021
Figure China Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure China Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Japan Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Japan Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Korea Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Korea Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure India Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure India Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Southeast Asia Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Southeast Asia Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Australia Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Australia Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Table South America Outsourced Customer Care Services Sales by Country (2016-2021)
Figure South America Outsourced Customer Care Services Sales Market Share by Country (2016-2021)
Table South America Outsourced Customer Care Services Revenue by Country (2016-2021)
Figure South America Outsourced Customer Care Services Revenue Market Share by Country (2016-2021)
Figure South America Outsourced Customer Care Services Market Share by Type in 2021
Figure South America Outsourced Customer Care Services Market Share by Application in 2021
Figure Brazil Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Brazil Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Argentina Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Argentina Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Colombia Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Colombia Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Table Middle East & Africa Outsourced Customer Care Services Sales by Country (2016-2021)
Figure Middle East & Africa Outsourced Customer Care Services Sales Market Share by Country (2016-2021)
Table Middle East & Africa Outsourced Customer Care Services Revenue by Country (2016-2021)
Figure Middle East & Africa Outsourced Customer Care Services Revenue Market Share by Country (2016-2021)
Figure Middle East & Africa Outsourced Customer Care Services Market Share by Type in 2021
Figure Middle East & Africa Outsourced Customer Care Services Market Share by Application in 2021
Figure UAE Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure UAE Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure Saudi Arabia Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure Saudi Arabia Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Figure South Africa Outsourced Customer Care Services Sales and Growth Rate (2016-2021)
Figure South Africa Outsourced Customer Care Services Revenue (Million $) and Growth Rate (2016-2021)
Table Company Snapshot of Teleperformance SA
Table Outsourced Customer Care Services Introduction of Teleperformance SA
Table Outsourced Customer Care Services Sales, Price, Revenue, Gross Margin and Market Share of Teleperformance SA (2019-2021)
Table Industrial Chain of Outsourced Customer Care Services
Table Manufacturing Cost Structure of Outsourced Customer Care Services
Table General Manufacturing Process of Outsourced Customer Care Services
Table Leading Distributors/Dealers of Outsourced Customer Care Services
Table Leading Consumers of Outsourced Customer Care Services
Figure Global Outsourced Customer Care Services Sales and Growth Rate Forecast (2022-2030)
Figure Global Outsourced Customer Care Services Revenue and Growth Rate Forecast (2022-2030)
Table Global Outsourced Customer Care Services Market Size and CAGR Forecast by Region (2022-2030)
Table Global Outsourced Customer Care Services Market Size and CAGR Forecast by Type (2022-2030)
Table Global Outsourced Customer Care Services Market Size and CAGR Forecast by Application (2022-2030)
Table Global Outsourced Customer Care Services Market Size and CAGR Forecast by Sales Channel (2022-2030)
Research Methodology:
Outsourced Customer Care Services Market Size Estimation
To estimate market size and trends, we use a combination of top-down and bottom-up methods. This allows us to evaluate the market from various perspectives—by company, region, product type, and end users.
Our estimates are based on actual sales data, excluding any discounts. Segment breakdowns and market shares are calculated using weighted averages based on usage rates and average prices. Regional insights are determined by how widely a product or service is adopted in each area.
Key companies are identified through secondary sources like industry reports and company filings. We then verify revenue estimates and other key data points through primary research, including interviews with industry experts, company executives, and decision-makers.
We take into account all relevant factors that could influence the market and validate our findings with real-world input. Our final insights combine both qualitative and quantitative data to provide a well-rounded view. Please note, these estimates do not account for unexpected changes such as inflation, economic downturns, or policy shifts.
Data Source
Secondary Sources
This study draws on a wide range of secondary sources, including press releases, annual reports, non-profit organizations, industry associations, government agencies, and customs data. We also referred to reputable databases and directories such as Bloomberg, Wind Info, Hoovers, Factiva, Trading Economics, Statista, and others. Additional references include investor presentations, company filings (e.g., SEC), economic data, and documents from regulatory and industry bodies.
These sources were used to gather technical and market-focused insights, identify key players, analyze market segmentation and classification, and track major trends and developments across industries.
| Market Size |
|
|
| Market Position of Top Company |
|
|
| Qualitative Analysis |
|
|
Primary Sources
As part of our primary research, we interviewed a variety of stakeholders from both the supply and demand sides to gather valuable qualitative and quantitative insights.
On the supply side, we spoke with product manufacturers, competitors, industry experts, research institutions, distributors, traders, and raw material suppliers. On the demand side, we engaged with business leaders, marketing and sales heads, technology and innovation directors, supply chain executives, and end users across key organizations.
These conversations helped us better understand market segmentation, pricing, applications, leading players, supply chains, demand trends, industry outlook, and key market dynamics—including risks, opportunities, barriers, and strategic developments.
Key Data Information from Primary Sources
| Primary Sources | Parameters | Key Data |
| Market Segments(by Application, by Type) |
|
|
| Total Market |
|
|