Outsourced Customer Care Services Market Size & Share 2017 – 2024
Market Size by Service (CRM Technology Hosting, Fulfillment/Logistics, Customer Interaction), Industry Analysis Report, Regional Outlook, Growth Potential, Price Trends, & Forecast.
Report ID: GMI126
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Published Date: May 2017
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Report Format: PDF
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Authors:
Preeti Wadhwani, Aishvarya Ambekar
Outsourced Customer Care Services Market Size
Outsourced Customer Care Services Market size was over USD 70 billion in 2016 and is predicted to grow at an estimated CAGR of 6% from 2017 to 2024.
The demand for mobility services on various platforms is anticipated to drive the outsourced customer care services market growth over the forecast timeline. Consumers have become increasingly connected due to the use of smartphones which necessitates the need for modernizing the overall user experience.
A multi-channel solution enables the firms to deliver services more efficiently accompanied with insights and information to enhancing the marketing communications. As requirements are growing speedily, a more rapid shift in preference from enriched to transformational services is being witnessed in the outsourced customer care services market. There is a rising demand for instant messenger form of customer service which can be employed on various platforms. This is done to ensure that the firms are in constant touch with their clientele and can resolve the issues rapidly.
The outsourced customer care services market enables firms to focus on their core competencies and offer cost savings. A large number of firms are turning towards outsourcing to attain benefits such as minimizing overhead cost, enhancing operational flexibility and increasing service levels.
Outsourced Customer Care Services Market Analysis
Customer interaction services market are anticipated to occupy a significant share over the forecast timeline. This is due to increasing demand for swiftly resolving issues and offering services and support in a customized manner. Outsourced customer care services market providers focus on creating strong consumer relationships and fulfill user demands in a way convenient for them. Effective interaction also aids the organizations to safeguard retention and augment revenues. With growing competition, customer satisfaction and customer-centric services are of prime importance for an organization. Furthermore, the service providers focus on delivering efficient pre-sales and post-sales services which offers higher-value services in order to enhance interaction.
Services such as managed charging and routing, and contact center are predicted to augment sales and gain loyalty in the outsourced customer care services industry. Helpdesk services enhance the overall user experience, and improves retention. Therefore, the companies are delivering multi-channel and multi-tiered support, along with advanced services such as network troubleshooting, software and hardware support.
North America is anticipated to increase its focus on outsourcing customer care services due to the rising demand for delivering active customer care and the increasing infrastructure facilities. In addition, the high cost of resources has led to offshoring to various Asian countries such as Philippines and India. The changing consumer behavior and less inbound call volumes will impact the regional outsourced customer care services market growth. The service providers in the region are expanding their technology platforms to cater to the consumers in a more efficient manner.
The low cost of resources and presence of English speaking individuals characterize the LATAM market. The reduction in telecom rates, rising penetration of internet, and presence of educated, bilingual agents will escalate the demand in the region. Furthermore, the time zone and geographic proximity similarity of Latin America to the U.S. also makes it a popular outsourcing destination.
Outsourced Customer Care Services Market Share
Industry players include:
Owing to the presence of several industry players, players are concentrating on expanding their services and increasing acquisitions to gain prominence. For instance, in 2015, Microsoft Corp and Infosys partnered to provide the Finacle suite of solutions on Microsoft Azure. Outsourced customer care services market players have to comply with varying consumer requirements and deliver multichannel solutions.
Vendor selection is the major decision maker for this process. Companies conduct numerous tests to confirm that they are commencing outsourcing with a reliable vendor. The growing usage of cloud-based and host-based services have made them relatively inexpensive and has increased the penetration into SMBs resulting in an increase in the market growth.
Outsourced Customer Care Services Industry Background
The outsourced customer care services market is offering several opportunities for companies and businesses to produce revenue, and meet requirements. These services enable the companies to better manage their consumers and cater their requirements in an efficient manner. Penetration of big data and cloud technology is anticipated to escalate the market growth over the next seven years. It also aids the firms on concentrating on their core competencies accompanied with offering cost benefits. There is a rising inclination towards the multi-channel solutions to cater the demands of the consumers. Increasing technological innovations and variations in consumer behavior are stimulating the demand for efficient market.
Research methodology, data sources & validation process
This report draws on a structured research process built around direct industry conversations, proprietary modelling, and rigorous cross-validation and not just desk research.
Our 6-step research process
1. Research design & analyst oversight
At GMI, our research methodology is built on a foundation of human expertise, rigorous validation, and complete transparency. Every insight, trend analysis, and forecast in our reports is developed by experienced analysts who understand the nuances of your market.
Our approach integrates extensive primary research through direct engagement with industry participants and experts, complemented by comprehensive secondary research from verified global sources. We apply quantified impact analysis to deliver dependable forecasts, while maintaining complete traceability from original data sources to final insights.
2. Primary research
Primary research forms the backbone of our methodology, contributing nearly 80% to overall insights. It involves direct engagement with industry participants to ensure accuracy and depth in analysis. Our structured interview program covers regional and global markets, with inputs from C-suite executives, directors, and subject matter experts. These interactions provide strategic, operational, and technical perspectives, enabling well-rounded insights and reliable market forecasts.
3. Data mining & market analysis
Data mining is a key part of our research process, contributing nearly 20% to the overall methodology. It involves analysing market structure, identifying industry trends, and assessing macroeconomic factors through revenue share analysis of major players. Relevant data is collected from both paid and unpaid sources to build a reliable database. This information is then integrated to support primary research and market sizing, with validation from key stakeholders such as distributors, manufacturers, and associations.
4. Market sizing
Our market sizing is built on a bottom-up approach, starting with company revenue data gathered directly through primary interviews, alongside production volume figures from manufacturers and installation or deployment statistics. These inputs are then pieced together across regional markets to arrive at a global estimate that stays grounded in actual industry activity.
5. Forecast model & key assumptions
Every forecast includes explicit documentation of:
✓ Key growth drivers and their assumed impact
✓ Restraining factors and mitigation scenarios
✓ Regulatory assumptions and policy change risk
✓ Technology adoption curve parameter
✓ Macroeconomic assumptions (GDP growth, inflation, currency)
✓ Competitive dynamics and market entry/exit expectations
6. Validation & quality assurance
The final stages involve human validation, where domain experts manually review filtered data to identify nuances and contextual errors that automated systems might miss. This expert review adds a critical layer of quality assurance, ensuring data aligns with research objectives and domain-specific standards.
Our triple-layer validation process ensures maximum data reliability:
✓ Statistical Validation
✓ Expert Validation
✓ Market Reality Check
Trust & credibility
Verified data sources
Trade publications
Security & defense sector journals and trade press
Industry databases
Proprietary and third-party market databases
Regulatory filings
Government procurement records and policy documents
Academic research
University studies and specialist institution reports
Company reports
Annual reports, investor presentations, and filings
Expert interviews
C-suite, procurement leads, and technical specialists
GMI archive
13,000+ published studies across 30+ industry verticals
Trade data
Import/export volumes, HS codes, and customs records
Parameters studied & evaluated
Every data point in this report is validated through primary interviews, true bottom-up modelling, and rigorous cross-checks. Read about our research process →