- In June 2022, Webhelp announced its acquisition of Grupo Services, a prominent provider of customer experience (CX), business process outsourcing (BPO), and technology solutions in Brazil. Grupo Services serves a diverse clientele, including rapidly growing brands in sectors such as retail, e-commerce, fintech, and telecommunications. This strategic acquisition enhances Webhelp's capabilities and market presence in Latin America, allowing it to better serve high-demand industries
- In April 2022, Fusion BPO Services announced its acquisition of Boomsourcing, a comprehensive outsourcing solution provider operating in the US, Mexico, and the Philippines. This strategic acquisition bolsters Fusion's global presence and enhances its service capabilities across various markets. By integrating Boomsourcing's resources, Fusion aims to expand its operational reach and deliver improved outsourcing solutions to its clients
- In September 2021, Sitel Group acquired Sykes Enterprises, Inc. to expand customer experience (CX) products and solutions and expand its global footprint and enhance its digital expertise. With the increased capacity, Sitel Group offers a diversified delivery mix to customers in terms of remote work flexibility, and onshore, nearshore, & offshore needs
- In November 2023, Amazon.com, Inc. enhanced its Amazon Connect platform with generative AI features designed to boost employee efficiency and improve customer service experiences. These upgrades include AI-generated responses, intelligent recommendations for employees, and dynamic call scripting to personalize customer interactions. The new tools aim to increase productivity and streamline support services for businesses using Amazon Connect
- In October 2023, Cisco Systems, Inc. introduced an AI-powered version of Webex designed to optimize contact center operations. This tool offers virtual assistants for automating tasks, provides real-time data to offer virtual guidance, and features smart scheduling to help prevent employee burnout. By streamlining operations and enhancing interactions, it aims to deliver improved customer experiences and support efficient workforce management
Frequently Asked Questions
The market is segmented based on Global Call Centre Outsourcing Market Segmentation, By Product Type (Inbound, Outbound, and Others) Service (Email Support, Chat Support, Voice Support, Website Support, and Others) Enterprise Size (Small and Medium, and Large) End User (Information Technology and Telecom, Banking, Financial Services and Insurance, Healthcare, Retail, Government, and Others) – Industry Trends and Forecast to 2031
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The Global Call Center Outsourcing Market size was valued at USD 98.24 USD Billion in 2023.
The Global Call Center Outsourcing Market is projected to grow at a CAGR of 3.6% during the forecast period of 2024 to 2031.
The market report covers data from the U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.
