Global Outsourced Customer Care Service Market Booming Worldwide with Latest Trend and Future Scope by 2028

The global outsourced customer care service market is expected to grow at a CAGR of 6.0% during the forecast period (2022-2028). Customer satisfaction is a critical factor for any enterprise future success and therefore, services such as CRM and customer interaction are critical to achieving the desired success rate. Customer expectations are skyrocketing and technological advancements are forcing companies to outsource customer service which allows them to focus on other aspects of their business. Some key factors influencing the growth of the market include strategic shifts in host-based customer services and increasing demand for low-cost resources. The growing demand for multilingual customer service agents will create new opportunities for the market growth. Furthermore, with buyers looking for mobility services across various platforms, the focus on effective mobile customer care is steadily increasing. The global market is expected to be driven by a surge in demand for interaction through non-voice channels. The move to host-based customer service is expected to open doors to new markets, such as the BRIC countries. Companies operating in the market have been focusing on improving security in order to avoid undesirable events such as outages or security breaches.

Customer interaction, fulfillment/logistics, and CRM technology hosting are among the key service activities analyzed and reported in the study. In 2012, customer interaction services holds significant share in the market. Customer service, sales, marketing, technical support or help desk are some instances of customer interaction services. Outsourced customer service providers support in the development of strong customer relationships and the personalized fulfillment of their needs. Customer service interaction is critical for organizations to generate revenue and maintain customer retention. Customer-centric services and customer satisfaction are among the key success factors for an organization in the face of increasing competition. In order to improve customer interaction, a focus on providing effective pre-sales and post-sales services has resulted in a demand for higher-value services. Managed routing and charging, self-service, and contact centre services are expected to increase sales and maintain customer loyalty. Technical support/helpdesk services improve the customer experience and contribute to user retention.

Market Coverage

• The market number available for – 2021-2028
• Base year- 2021
• Forecast period- 2022-2028
• Segment Covered-
  • By Service Type
  • By End-User
• Regions Covered-
  • North America
  • Europe
  • Asia-Pacific
  • Rest of the World
• Competitive Landscape- Teleperformance SA, Stream Global Services, and Convergys Corp., among others.

Key questions addressed by the report

• What is the market growth rate?
• Which segment and region dominate the market in the base year?
• Which segment and region will project the fastest growth in the market?
• How COVID-19 impacted the market?
  • Deviation from the pre-COVID-19 forecast
  • Most affected region and segment
• Who is the leader in the market?
• How players are addressing challenges to sustain growth?
• Where is the investment opportunity?

Global Outsourced Customer Care Service Market Report by Segment

By Service Type

• Customer Relationship Management (CRM)
• Fulfillment/Logistics
• Customer interaction

By End-User

• SMEs
• Large Enterprises