The global Call Centre Market accounts for revenue of USD 31 billion in 2023 and is projected to attain a market worth of USD 88.2 billion by the end of 2033. Demand for call centres is predicted to surge at a high CAGR of 11% from 2023 to 2033.
Call centres account for 60% of the global customer service market. Lead-gen call centres have substantially increased in demand and are expected to have a bright outlook over the coming years.
| Attributes | Details |
|---|---|
| Call Centre Market Size (2023) | USD 31 billion |
| Predicted Net Worth (2033) | USD 88.2 billion |
| Projected Growth Rate (2023 to 2033) | 11% CAGR |
Exclusive Offer: 30% Off on Regional Reports
Get a free sample report and customize your regions for a 30% discount on your regional report!
Contact centres have played a crucial role in customer support in the past few years as companies have increased their focus on providing quality customer support and establishing customer loyalty to keep businesses lucrative. Demand for call centres increased at a high CAGR of 9% from 2018 to 2022.
Inbound call centres have seen a substantial increase in demand as brands and businesses are focusing on providing top-notch customer support and are investing in these establishments to cultivate long-lasting customer relationships and strengthen business models. There are a few other key factors influencing the call centre market potential such as:
High Demand from Consumer Goods & BFSI Sectors for Call Centres
Good customer experience is a key aspect that governs the BFSI and consumer goods industries. These two end-use industries are expected to have a high demand for inbound call centres as well as outbound call centres. Customer experience plays a key role in influencing customers from these industries to choose from multiple institutions and hence driving business revenue.
Similarly, many other firms are leveraging their campaigns just by enabling direct customer interactions through inbound call centres and outbound call centres as well. Also, some firms are also enlisting the services of lead gen call centres to generate leads and expand their business scope.
Increasing Internet Penetration & Rising Use of Telecom Services to Provide Opportunities for Call Centre Companies
Increasing digitization across the globe has led to a substantial increase in demand for Internet services from ISPs as well as telecom companies. This has encouraged many telecom companies to set up new call centres and provide services for their customers whenever they see fit or need assistance. For instance,
North America to Dominate Global Contact Centre Demand
This report analyses market metrics for regions such as North America, Latin America, Europe, East Asia, South Asia & Pacific, and the Middle East & Africa (MEA). North America’s call centre market is anticipated to account for a dominant market share over the forecast period and currently accounts for a market share of 39% in the global landscape. Further, highly lucrative BFSI security industry is expected to propel the call centre market potential in this region.
Increasing business operations in the Europe region are expected to propel call centre demand in this region. In 2023, the call centre market in Europe accounts for a share of 20% of the global industry landscape.
East Asia and South Asia are anticipated to see the expansion of call centres at a high CAGR owing to increasing urbanization in these regions. Also, increasing Internet penetration and rising need for customer support are expected to fuel demand for call centres in these regions.
In 2023, the call centre market in East Asia and South Asia account for 15.7% and 12.4%, respectively, in the global marketplace. Accounting for the least share of 6.4%, the Middle East and Africa call centre market is expected to record a relatively low CAGR than other regions. As urbanization and Internet penetration increase in the region, demand for call centres is expected to pick pace.
The Presence of Key Call Centre Companies to Bolster Market Potential
The United States is home to nearly 55% of all call centers in the world and the presence of key call centre providers makes it a highly rewarding market for almost all companies. Further, the increasing use of CRM technologies by companies and high demand from BFSI and consumer goods industries are the key factors that are expected to influence market potential in the United States
Lead gen call centres are estimated to see an increase in demand in the United States as focus on generating quality leads and boosting business development potential bolsters.
Low Operational Costs & High Availability of Human Resources in India to Attract Call Centre Vendors
India is a highly rewarding market for call centres as the nation provides extremely low operational costs and is home to one of the largest working populations in the world. Further, the increasing millennial population, rising focus on customer support, increasing support from the government to increase foreign investments, etc., are factors governing market potential in India.
Call centre phone systems and call centre trackers are expected to see high demand in India over the coming years.
Check Free Sample Report & Save 40%!
Select your niche segments and personalize your insights for smart savings. Cut costs now!
On-premise Call Centre Deployment to have Dominant Outlook
On-premise deployment is expected to be preferred in the global call centre market landscape. This type of deployment ensures the big data security of clients at their premises and ensures data confidentiality along with better administrative potential. This is largely preferred by large organizations and now is also gaining popularity among SMEs.
Call centre providers are focusing on providing services to mainly BFSI and consumer goods industries as customer experience is a crucial aspect of their business model. Also, call centre companies are also focusing on expanding their service coverage across multiple geographies to boost revenue potential.
| Attributes | Details |
|---|---|
| Base Year for Estimation | 2022 |
| Forecast Period | 2023 to 2033 |
| Historical Data Available for | 2018 to 2022 |
| Call Centre Market Size (2023) | USD 31 billion |
| Predicted Net Worth (2033) | USD 88.2 billion |
| Projected Growth Rate (2023 to 2033) | 11% CAGR |
| Market Analysis | USD million for Value |
| Key Regions Covered | North America; Latin America; Western Europe; Eastern Europe; South Asia & Pacific; East Asia; The Middle East & Africa (MEA) |
| Key Countries Covered | The United States, Canada, Brazil, Mexico, Germany, The United Kingdom, France, Spain, Italy, Poland, Russia, Czech Republic, Romania, India, Bangladesh, Australia, New Zealand, China, Japan, South Korea, GCC Countries, South Africa, Israel |
| Key Market Segments Covered | Component, Deployment, Vertical, Region |
| Key Companies Profiled | 3CLogic; Genesys; 8x8 Inc.; Cisco Systems Inc.; Salesforce Inc.; IBM Corporation; SAP; Aspect Software Inc.; Avaya Inc.; Five9 Inc.; Enghouse Interactive; Alcatel-Lucent Enterprise; AMEYO; NICE inContact; Bright Pattern Inc. |
| Pricing | Available upon Request |
The market in 2023 is valued at USD 31 billion.
The market rose at a 12.9% CAGR from 2018 to 2022.
The market will register a 9% CAGR through 2033.
The market will reach USD 88.2 billion by 2033.
Europe holds a share of 20% of the global industry landscape in 2023.
| Market Size (2024) | USD 25 billion |
|---|---|
| Anticipated Market Value (2034) | USD 135 billion |
| Value-based CAGR (2024 to 2034) | 18.3% |
| Market CAGR (2023 to 2033) | 14.8% |
|---|---|
| Market Size (2023) | USD 9,826.9 million |
| Market Size (2033) | USD 39,182.5 million |
| Market Size (2022) | USD 1.7 Billion |
|---|---|
| Market Projected Value (2032) | USD 6 Billion |
| Market Growth Rate (2022 to 2032) | 13.5% CAGR |
Explore Vertical Solution Insights
View Reports
Call Centre Market
Thank you!
You will receive an email from our Business Development Manager. Please be sure to check your SPAM/JUNK folder too.
