The global call centre market accounts for revenue of US$ 31 billion in 2023 and is projected to attain a market worth of US$ 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) | US$ 31 billion |
| Predicted Net Worth (2033) | US$ 88.2 billion |
| Projected Growth Rate (2023 to 2033) | 11% CAGR |
Don't pay for what you don't need
Customize your report by selecting specific countries or regions and save 30%!
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,
Principal Consultant
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 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.
Get the data you need at a Fraction of the cost
Personalize your report by choosing insights you need
and save 40%!
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 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) | US$ 31 billion |
| Predicted Net Worth (2033) | US$ 88.2 billion |
| Projected Growth Rate (2023 to 2033) | 11% CAGR |
| Market Analysis | US$ million for Value |
| Key Regions Covered |
|
| Key Countries Covered |
|
| Key Market Segments Covered |
|
| Key Companies Profiled |
|
| Pricing | Available upon Request |
The market in 2023 is valued at US$ 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 US$ 88.2 billion by 2033.
Europe holds a share of 20% of the global industry landscape in 2023.
1. Executive Summary 1.1. Global Market Outlook 1.2. Demand-side Trends 1.3. Supply-side Trends 1.4. Technology Roadmap Analysis 1.5. Analysis and Recommendations 2. Market Overview 2.1. Market Coverage / Taxonomy 2.2. Market Definition / Scope / Limitations 3. Market Background 3.1. Market Dynamics 3.1.1. Drivers 3.1.2. Restraints 3.1.3. Opportunity 3.1.4. Trends 3.2. Scenario Forecast 3.2.1. Demand in Optimistic Scenario 3.2.2. Demand in Likely Scenario 3.2.3. Demand in Conservative Scenario 3.3. Opportunity Map Analysis 3.4. Investment Feasibility Matrix 3.5. PESTLE and Porter’s Analysis 3.6. Regulatory Landscape 3.6.1. By Key Regions 3.6.2. By Key Countries 3.7. Regional Parent Market Outlook 4. Global Market Analysis 2018 to 2022 and Forecast, 2023 to 2033 4.1. Historical Market Size Value (US$ Million) Analysis, 2018 to 2022 4.2. Current and Future Market Size Value (US$ Million) Projections, 2023 to 2033 4.2.1. Y-o-Y Growth Trend Analysis 4.2.2. Absolute $ Opportunity Analysis 5. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Component 5.1. Introduction / Key Findings 5.2. Historical Market Size Value (US$ Million) Analysis By Component, 2018 to 2022 5.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Component, 2023 to 2033 5.3.1. Solutions/Software 5.3.1.1. Automatic Call Distributors 5.3.1.2. Interactive Voice Response 5.3.1.3. Intelligent Call Routing 5.3.1.4. Computer Telephony Integration 5.3.1.5. Reporting & Analytics 5.3.1.6. Intelligent Virtual Assistants 5.3.1.7. Workforce Optimization 5.3.2. Software 5.3.2.1. Professional Services 5.3.3. Consulting & Training 5.3.4. Integration & Deployment 5.3.5. Support & Maintenance 5.3.5.1. Managed Services 5.4. Y-o-Y Growth Trend Analysis By Component, 2018 to 2022 5.5. Absolute $ Opportunity Analysis By Component, 2023 to 2033 6. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Deployment 6.1. Introduction / Key Findings 6.2. Historical Market Size Value (US$ Million) Analysis By Deployment, 2018 to 2022 6.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Deployment, 2023 to 2033 6.3.1. On-premise 6.3.2. Cloud-based 6.3.3. Hybrid 6.4. Y-o-Y Growth Trend Analysis By Deployment, 2018 to 2022 6.5. Absolute $ Opportunity Analysis By Deployment, 2023 to 2033 7. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Vertical 7.1. Introduction / Key Findings 7.2. Historical Market Size Value (US$ Million) Analysis By Vertical, 2018 to 2022 7.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Vertical, 2023 to 2033 7.3.1. BFSI 7.3.2. Retail & Consumer Goods 7.3.3. IT & Telecom 7.3.4. Media & Entertainment 7.3.5. Government 7.3.6. Healthcare 7.3.7. Travel & Hospitality 7.3.8. Others 7.4. Y-o-Y Growth Trend Analysis By Vertical, 2018 to 2022 7.5. Absolute $ Opportunity Analysis By Vertical, 2023 to 2033 8. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Region 8.1. Introduction 8.2. Historical Market Size Value (US$ Million) Analysis By Region, 2018 to 2022 8.3. Current Market Size Value (US$ Million) Analysis and Forecast By Region, 2023 to 2033 8.3.1. North America 8.3.2. Latin America 8.3.3. Western Europe 8.3.4. Eastern Europe 8.3.5. South Asia and Pacific 8.3.6. East Asia 8.3.7. Middle East and Africa 8.4. Market Attractiveness Analysis By Region 9. North America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 9.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022 9.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033 9.2.1. By Country 9.2.1.1. USA 9.2.1.2. Canada 9.2.2. By Component 9.2.3. By Deployment 9.2.4. By Vertical 9.3. Market Attractiveness Analysis 9.3.1. By Country 9.3.2. By Component 9.3.3. By Deployment 9.3.4. By Vertical 9.4. Key Takeaways 10. Latin America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 10.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022 10.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033 10.2.1. By Country 10.2.1.1. Brazil 10.2.1.2. Mexico 10.2.1.3. Rest of Latin America 10.2.2. By Component 10.2.3. By Deployment 10.2.4. By Vertical 10.3. Market Attractiveness Analysis 10.3.1. By Country 10.3.2. By Component 10.3.3. By Deployment 10.3.4. By Vertical 10.4. Key Takeaways 11. Western Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 11.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022 11.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033 11.2.1. By Country 11.2.1.1. Germany 11.2.1.2. UK 11.2.1.3. France 11.2.1.4. Spain 11.2.1.5. Italy 11.2.1.6. Rest of Western Europe 11.2.2. By Component 11.2.3. By Deployment 11.2.4. By Vertical 11.3. Market Attractiveness Analysis 11.3.1. By Country 11.3.2. By Component 11.3.3. By Deployment 11.3.4. By Vertical 11.4. Key Takeaways 12. Eastern Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 12.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022 12.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033 12.2.1. By Country 12.2.1.1. Poland 12.2.1.2. Russia 12.2.1.3. Czech Republic 12.2.1.4. Romania 12.2.1.5. Rest of Eastern Europe 12.2.2. By Component 12.2.3. By Deployment 12.2.4. By Vertical 12.3. Market Attractiveness Analysis 12.3.1. By Country 12.3.2. By Component 12.3.3. By Deployment 12.3.4. By Vertical 12.4. Key Takeaways 13. South Asia and Pacific Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 13.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022 13.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033 13.2.1. By Country 13.2.1.1. India 13.2.1.2. Bangladesh 13.2.1.3. Australia 13.2.1.4. New Zealand 13.2.1.5. Rest of South Asia and Pacific 13.2.2. By Component 13.2.3. By Deployment 13.2.4. By Vertical 13.3. Market Attractiveness Analysis 13.3.1. By Country 13.3.2. By Component 13.3.3. By Deployment 13.3.4. By Vertical 13.4. Key Takeaways 14. East Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 14.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022 14.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033 14.2.1. By Country 14.2.1.1. China 14.2.1.2. Japan 14.2.1.3. South Korea 14.2.2. By Component 14.2.3. By Deployment 14.2.4. By Vertical 14.3. Market Attractiveness Analysis 14.3.1. By Country 14.3.2. By Component 14.3.3. By Deployment 14.3.4. By Vertical 14.4. Key Takeaways 15. Middle East and Africa Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 15.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022 15.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033 15.2.1. By Country 15.2.1.1. GCC Countries 15.2.1.2. South Africa 15.2.1.3. Israel 15.2.1.4. Rest of MEA 15.2.2. By Component 15.2.3. By Deployment 15.2.4. By Vertical 15.3. Market Attractiveness Analysis 15.3.1. By Country 15.3.2. By Component 15.3.3. By Deployment 15.3.4. By Vertical 15.4. Key Takeaways 16. Key Countries Market Analysis 16.1. USA 16.1.1. Pricing Analysis 16.1.2. Market Share Analysis, 2022 16.1.2.1. By Component 16.1.2.2. By Deployment 16.1.2.3. By Vertical 16.2. Canada 16.2.1. Pricing Analysis 16.2.2. Market Share Analysis, 2022 16.2.2.1. By Component 16.2.2.2. By Deployment 16.2.2.3. By Vertical 16.3. Brazil 16.3.1. Pricing Analysis 16.3.2. Market Share Analysis, 2022 16.3.2.1. By Component 16.3.2.2. By Deployment 16.3.2.3. By Vertical 16.4. Mexico 16.4.1. Pricing Analysis 16.4.2. Market Share Analysis, 2022 16.4.2.1. By Component 16.4.2.2. By Deployment 16.4.2.3. By Vertical 16.5. Germany 16.5.1. Pricing Analysis 16.5.2. Market Share Analysis, 2022 16.5.2.1. By Component 16.5.2.2. By Deployment 16.5.2.3. By Vertical 16.6. UK 16.6.1. Pricing Analysis 16.6.2. Market Share Analysis, 2022 16.6.2.1. By Component 16.6.2.2. By Deployment 16.6.2.3. By Vertical 16.7. France 16.7.1. Pricing Analysis 16.7.2. Market Share Analysis, 2022 16.7.2.1. By Component 16.7.2.2. By Deployment 16.7.2.3. By Vertical 16.8. Spain 16.8.1. Pricing Analysis 16.8.2. Market Share Analysis, 2022 16.8.2.1. By Component 16.8.2.2. By Deployment 16.8.2.3. By Vertical 16.9. Italy 16.9.1. Pricing Analysis 16.9.2. Market Share Analysis, 2022 16.9.2.1. By Component 16.9.2.2. By Deployment 16.9.2.3. By Vertical 16.10. Poland 16.10.1. Pricing Analysis 16.10.2. Market Share Analysis, 2022 16.10.2.1. By Component 16.10.2.2. By Deployment 16.10.2.3. By Vertical 16.11. Russia 16.11.1. Pricing Analysis 16.11.2. Market Share Analysis, 2022 16.11.2.1. By Component 16.11.2.2. By Deployment 16.11.2.3. By Vertical 16.12. Czech Republic 16.12.1. Pricing Analysis 16.12.2. Market Share Analysis, 2022 16.12.2.1. By Component 16.12.2.2. By Deployment 16.12.2.3. By Vertical 16.13. Romania 16.13.1. Pricing Analysis 16.13.2. Market Share Analysis, 2022 16.13.2.1. By Component 16.13.2.2. By Deployment 16.13.2.3. By Vertical 16.14. India 16.14.1. Pricing Analysis 16.14.2. Market Share Analysis, 2022 16.14.2.1. By Component 16.14.2.2. By Deployment 16.14.2.3. By Vertical 16.15. Bangladesh 16.15.1. Pricing Analysis 16.15.2. Market Share Analysis, 2022 16.15.2.1. By Component 16.15.2.2. By Deployment 16.15.2.3. By Vertical 16.16. Australia 16.16.1. Pricing Analysis 16.16.2. Market Share Analysis, 2022 16.16.2.1. By Component 16.16.2.2. By Deployment 16.16.2.3. By Vertical 16.17. New Zealand 16.17.1. Pricing Analysis 16.17.2. Market Share Analysis, 2022 16.17.2.1. By Component 16.17.2.2. By Deployment 16.17.2.3. By Vertical 16.18. China 16.18.1. Pricing Analysis 16.18.2. Market Share Analysis, 2022 16.18.2.1. By Component 16.18.2.2. By Deployment 16.18.2.3. By Vertical 16.19. Japan 16.19.1. Pricing Analysis 16.19.2. Market Share Analysis, 2022 16.19.2.1. By Component 16.19.2.2. By Deployment 16.19.2.3. By Vertical 16.20. South Korea 16.20.1. Pricing Analysis 16.20.2. Market Share Analysis, 2022 16.20.2.1. By Component 16.20.2.2. By Deployment 16.20.2.3. By Vertical 16.21. GCC Countries 16.21.1. Pricing Analysis 16.21.2. Market Share Analysis, 2022 16.21.2.1. By Component 16.21.2.2. By Deployment 16.21.2.3. By Vertical 16.22. South Africa 16.22.1. Pricing Analysis 16.22.2. Market Share Analysis, 2022 16.22.2.1. By Component 16.22.2.2. By Deployment 16.22.2.3. By Vertical 16.23. Israel 16.23.1. Pricing Analysis 16.23.2. Market Share Analysis, 2022 16.23.2.1. By Component 16.23.2.2. By Deployment 16.23.2.3. By Vertical 17. Market Structure Analysis 17.1. Competition Dashboard 17.2. Competition Benchmarking 17.3. Market Share Analysis of Top Players 17.3.1. By Regional 17.3.2. By Component 17.3.3. By Deployment 17.3.4. By Vertical 18. Competition Analysis 18.1. Competition Deep Dive 18.1.1. 3CLogic 18.1.1.1. Overview 18.1.1.2. Product Portfolio 18.1.1.3. Profitability by Market Segments 18.1.1.4. Sales Footprint 18.1.1.5. Strategy Overview 18.1.1.5.1. Marketing Strategy 18.1.2. Genesys 18.1.2.1. Overview 18.1.2.2. Product Portfolio 18.1.2.3. Profitability by Market Segments 18.1.2.4. Sales Footprint 18.1.2.5. Strategy Overview 18.1.2.5.1. Marketing Strategy 18.1.3. 8x8 Inc. 18.1.3.1. Overview 18.1.3.2. Product Portfolio 18.1.3.3. Profitability by Market Segments 18.1.3.4. Sales Footprint 18.1.3.5. Strategy Overview 18.1.3.5.1. Marketing Strategy 18.1.4. Cisco Systems Inc. 18.1.4.1. Overview 18.1.4.2. Product Portfolio 18.1.4.3. Profitability by Market Segments 18.1.4.4. Sales Footprint 18.1.4.5. Strategy Overview 18.1.4.5.1. Marketing Strategy 18.1.5. Salesforce Inc. 18.1.5.1. Overview 18.1.5.2. Product Portfolio 18.1.5.3. Profitability by Market Segments 18.1.5.4. Sales Footprint 18.1.5.5. Strategy Overview 18.1.5.5.1. Marketing Strategy 18.1.6. IBM Corporation 18.1.6.1. Overview 18.1.6.2. Product Portfolio 18.1.6.3. Profitability by Market Segments 18.1.6.4. Sales Footprint 18.1.6.5. Strategy Overview 18.1.6.5.1. Marketing Strategy 18.1.7. SAP 18.1.7.1. Overview 18.1.7.2. Product Portfolio 18.1.7.3. Profitability by Market Segments 18.1.7.4. Sales Footprint 18.1.7.5. Strategy Overview 18.1.7.5.1. Marketing Strategy 18.1.8. Aspect Software Inc. 18.1.8.1. Overview 18.1.8.2. Product Portfolio 18.1.8.3. Profitability by Market Segments 18.1.8.4. Sales Footprint 18.1.8.5. Strategy Overview 18.1.8.5.1. Marketing Strategy 18.1.9. Avaya Inc. 18.1.9.1. Overview 18.1.9.2. Product Portfolio 18.1.9.3. Profitability by Market Segments 18.1.9.4. Sales Footprint 18.1.9.5. Strategy Overview 18.1.9.5.1. Marketing Strategy 18.1.10. Five9 Inc. 18.1.10.1. Overview 18.1.10.2. Product Portfolio 18.1.10.3. Profitability by Market Segments 18.1.10.4. Sales Footprint 18.1.10.5. Strategy Overview 18.1.10.5.1. Marketing Strategy 18.1.11. Enghouse Interactive 18.1.11.1. Overview 18.1.11.2. Product Portfolio 18.1.11.3. Profitability by Market Segments 18.1.11.4. Sales Footprint 18.1.11.5. Strategy Overview 18.1.11.5.1. Marketing Strategy 18.1.12. Alcatel-Lucent Enterprise 18.1.12.1. Overview 18.1.12.2. Product Portfolio 18.1.12.3. Profitability by Market Segments 18.1.12.4. Sales Footprint 18.1.12.5. Strategy Overview 18.1.12.5.1. Marketing Strategy 18.1.13. AMEYO 18.1.13.1. Overview 18.1.13.2. Product Portfolio 18.1.13.3. Profitability by Market Segments 18.1.13.4. Sales Footprint 18.1.13.5. Strategy Overview 18.1.13.5.1. Marketing Strategy 18.1.14. NICE inContact 18.1.14.1. Overview 18.1.14.2. Product Portfolio 18.1.14.3. Profitability by Market Segments 18.1.14.4. Sales Footprint 18.1.14.5. Strategy Overview 18.1.14.5.1. Marketing Strategy 18.1.15. Bright Pattern Inc. 18.1.15.1. Overview 18.1.15.2. Product Portfolio 18.1.15.3. Profitability by Market Segments 18.1.15.4. Sales Footprint 18.1.15.5. Strategy Overview 18.1.15.5.1. Marketing Strategy 19. Assumptions & Acronyms Used 20. Research Methodology
Explore Technology Insights
View Reports
Call Centre Market
