Outsourced Customer Care Services Market Size, Share, Demand & Trends Analysis Report by 2028

The Global Outsourced Customer Care Services Market Size which was estimated at 80 USD Billion in 2019 and is anticipated to accrue earnings worth 94 USD Billion by 2026, is set to record a CAGR of nearly 5.9% over 2020-2026. The report offers valuation and analysis of Outsourced Customer Care Services market on a global as well as regional level. The study offers a comprehensive assessment of the industry competition, limitations, sales estimates, avenues, current & emerging trends, and industry-validated market data. The report offers historical data from 2016 to 2019 along with a forecast from 2020 to 2026 based on value USD Billion.

Outsourced Customer Care Services Market: Overview

Effective customer care services have helped firms in optimizing their profits along with enhancing end-user experience. These services have also helped the firms in gaining competitive edge over competitors. Moreover, outsourcing of customer care services has assisted the firms in cutting high employee costs along with improving consumer service levels. It has also helped the organizations in fulfilling their goals and focus on their core business along with reducing operating costs & employee training costs.

With growing consumer expectations for seamless and effective services, the market for outsourced customer care services is anticipated to gain momentum over the forecast timeframe. Customer first mindset has become the first priority of the firms and customer satisfaction has become their key focal point. Hence, the firms have adopted the business strategy of outsourcing customer care services to reduce its cost & improve time efficiency as well as minimize set up & infrastructural costs. For instance, a large number of firms based in the U.S., the UK, and Australia as well as other European countries are outsourcing their customer care services to the firms based in countries such as India and Philippines.

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Outsourced Customer Care Services Market : Growth Dynamics

Focus on customer centric approach and need to reduce total cost of ownership is projected to spearhead the growth of outsourced customer care services market in the upcoming years. Necessity of improving service quality and service experience has driven the market demand. Front line customer care staff has the ability of bringing invaluable consumer insights & expertise through delivery of efficient services to the customers and this will further enhance the scope of outsourced customer care services industry over the forthcoming years. With Omnichannel approach and right first time approach, third parties are integrating new technologies to fulfill the need for  high end personal experiences, thereby driving market trends.

Additionally, need for improving customer loyalty & retention will steer the market size. The use of virtual assistants & internet robotics for voice channels, chats, and voice response systems will culminate into humungous surge in the business growth in the coming decade. Furthermore, use of new technologies such as behaviour routing tool, AI, and visualization will expand the market scope over the years to come. With tough competition among the service providers, players are trying to highlight their services quality, thereby influencing the frame of reference of consumers as well as customer cues. This, in turn, will help in enhancing the market value in the near future. 

Outsourced Customer Care Services Market: Report Scope

Regional Landscape

North America To Make Major Contributions Towards Global Market Share By 2026

The expansion of regional industry over forecast timeline is owing to large number of IT & ITES firms in the U.S. and Canada outsourcing their customer care services to Asian countries such as India and Philippines with an aim of saving expenses incurred on employee recruitment, infrastructure, cost on training employees. Apart from this, firms in these countries are focusing on their key competencies through outsourcing of customer care services, thereby increasing their profitability. This will further expand the range of the market scope in the sub-continent over forecast timeline.

Competitive Landscape

Some of the leading players in the global market inlcude

• Global Services
• StarTek
• Accenture
• Expert Global Solutions
• Sykes Enterprises
• Aegis
• West Corporation
• Convergys Corporation
• Teleperformance SA
• Synnex Corporation
• Amdocs
• Transcom Worldwide.

The global Outsourced Customer Care Services Market is segmented as follows:

By Service Type

• Customer Relationship Management
• Customer Interaction
• Logistics

By End-User

• SMEs
• Large Enterprises

By Region

• North America
  • The U.S.
  • Canada
• Europe
  • France
  • The UK
  • Spain
  • Germany
  • Italy
  • Rest of Europe
• Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Southeast Asia
  • Rest of Asia Pacific
• Latin America
  • Brazil
  • Mexico
  • Rest of Latin America
• Middle East & Africa
  • GCC
  • South Africa
  • Rest of Middle East & Africa