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 |
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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.
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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
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Call Centre Market
