[시장보고서]세계의 콜센터 아웃소싱 시장(2025-2029년)

세계의 콜센터 아웃소싱 시장(2025-2029년)

Global call Center Outsourcing Market 2025-2029

상품코드 : 1645429 해당 상품은 즉시 배송 가능합니다

리서치사 : TechNavio

발행일 : 2025년 01월

페이지 정보 : 영문 206 Pages

라이선스 & 가격 (부가세 별도)

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한글목차

콜센터 아웃소싱 시장은 2024-2029년에 263억 달러, 예측 기간 중 CAGR은 4.3%로 성장할 것으로 예측됩니다.

콜센터 아웃소싱 시장의 전체적인 분석, 시장 규모·예측, 동향, 성장 촉진요인, 과제, 약 25개 벤더를 다룬 벤더 분석 등을 게재하고 있습니다.

현재의 시장 시나리오, 최신 동향 및 성장요인, 전체 시장 환경에 대한 최신 분석을 제공합니다. 신흥 국가의 콜센터 진출 증가, 콜센터 RPA 활용 증가, 운영 비용 절감에 대한 관심 등이 시장을 주도하고 있습니다.

시장 범위
기준연도	2025
종료연도	2029
예측 기간	2025-2029
성장 모멘텀	가속
전년대비 2025년	4.1%
CAGR	4.3%
증분액	263억 달러

이 보고서는 향후 수년간 콜센터 아웃소싱 시장의 성장을 가속할 주요 요인 중 하나로 벤더 간 인수합병(M&A)과 전략적 제휴 증가를 꼽고 있습니다. 또한 콜센터내 클라우드 통신의 도입 증가와 콜센터내 분석 솔루션의 높은 채택률은 콜센터 시장의 큰 수요로 이어질 것입니다.

지역별 세분화
지역별 비교
북미 : 시장 규모와 예측 2024-2029
유럽 : 시장 규모와 예측 2024-2029
아시아태평양 : 시장 규모와 예측 2024-2029
남미 : 시장 규모와 예측 2024-2029
중동 및 아프리카 : 시장 규모와 예측 2024-2029
미국 : 시장 규모와 예측 2024-2029
캐나다 : 시장 규모와 예측 2024-2029
영국 : 시장 규모와 예측 2024-2029
인도 : 시장 규모와 예측 2024-2029
독일 : 시장 규모와 예측 2024-2029
필리핀 : 시장 규모와 예측 2024-2029
중국 : 시장 규모와 예측 2024-2029
폴란드 : 시장 규모와 예측 2024-2029
이탈리아 : 시장 규모와 예측 2024-2029
베트남 : 시장 규모와 예측 2024-2029
시장 기회 : 지역 상황별

제12장 촉진요인·과제·기회·억제요인

시장 성장 촉진요인
시장이 해결해야 할 과제
촉진요인과 과제의 영향
시장의 기회·억제요인

제13장 경쟁 구도

개요
경쟁 구도
혼란 상황
업계의 리스크

제14장 경쟁 분석

기업 개요
기업 순위 지수
기업의 시장 포지셔닝
Alorica Inc.
Atento SA
Bertelsmann SE and Co. KGaA
Computer Generated Solutions Inc.
Continuum Global Solutions LLC
DiRAD Technologies Inc.
Epicenter Technologies Pvt. Ltd.
Five9 Inc.
Helpware Inc.
Hinduja Global Solutions Ltd.
StarTek Inc.
Tata Consultancy Services Ltd.
Teleperformance SE
Transcom Holding AB
XACT Acquisition LLC

제15장 부록

KSA

영문 목차

영문목차

The call center outsourcing market is forecasted to grow by $ 26.3 bn during 2024-2029, accelerating at a CAGR of 4.3% during the forecast period. The report on the call center outsourcing market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rise of emerging countries as call center destinations, increasing use of rpa in call centers, and focus on reducing operating costs.

Market Scope
Base Year	2025
End Year	2029
Series Year	2025-2029
Growth Momentum	Accelerate
YOY 2025	4.1%
CAGR	4.3%
Incremental Value	$26.3 bn

Technavio's call center outsourcing market is segmented as below:

By End-user

IT and telecom
BFSI
Healthcare
Retail
Others

By Type

Inbound
Outbound

By Geographical Landscape

North America
Europe
APAC
South America
Middle East and Africa

This study identifies the increase in mergers and acquisitions and strategic alliances among vendors as one of the prime reasons driving the call center outsourcing market growth during the next few years. Also, rising adoption of cloud communication in call centers and high adoption of analytics solutions in call centers will lead to sizable demand in the market.

The report on the call center outsourcing market covers the following areas:

Call Center Outsourcing Market sizing
Call Center Outsourcing Market forecast
Call Center Outsourcing Market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center outsourcing market vendors that include 247.ai Inc., Alorica Inc., Atento SA, Bertelsmann SE and Co. KGaA, Computer Generated Solutions Inc., Continuum Global Solutions LLC, Datacom Group Ltd., DiRAD Technologies Inc., Epicenter Technologies Pvt. Ltd., Five9 Inc., Helpware Inc., Hinduja Global Solutions Ltd., Infosys Ltd., Serco Group Plc, StarTek Inc., Sutherland Global Services Inc., Tata Consultancy Services Ltd., Teleperformance SE, Transcom Holding AB, and XACT Acquisition LLC. Also, the call center outsourcing market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

1 Executive Summary

1.1 Market overview
- Executive Summary - Chart on Market Overview
- Executive Summary - Data Table on Market Overview
- Executive Summary - Chart on Global Market Characteristics
- Executive Summary - Chart on Market By Geographical Landscape
- Executive Summary - Chart on Market Segmentation by End-user
- Executive Summary - Chart on Market Segmentation by Type
- Executive Summary - Chart on Incremental Growth
- Executive Summary - Data Table on Incremental Growth
- Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
2.2 Criticality of inputs and Factors of differentiation
- Overview on criticality of inputs and factors of differentiation
2.3 Factors of disruption
- Overview on factors of disruption
2.4 Impact of drivers and challenges
- Impact of drivers and challenges in 2024 and 2029

3 Market Landscape

3.1 Market ecosystem
- Parent Market
- Data Table on - Parent Market
3.2 Market characteristics
- Market characteristics analysis
3.3 Value chain analysis
- Value chain analysis

4 Market Sizing

4.1 Market definition
- Offerings of companies included in the market definition
4.2 Market segment analysis
- Market segments
4.3 Market size 2024
4.4 Market outlook: Forecast for 2024-2029
- Chart on Global - Market size and forecast 2024-2029 ($ billion)
- Data Table on Global - Market size and forecast 2024-2029 ($ billion)
- Chart on Global Market: Year-over-year growth 2024-2029 (%)
- Data Table on Global Market: Year-over-year growth 2024-2029 (%)

5 Historic Market Size

5.1 Global Call Center Outsourcing Market 2019 - 2023
- Historic Market Size - Data Table on Global Call Center Outsourcing Market 2019 - 2023 ($ billion)
5.2 End-user segment analysis 2019 - 2023
- Historic Market Size - End-user Segment 2019 - 2023 ($ billion)
5.3 Type segment analysis 2019 - 2023
- Historic Market Size - Type Segment 2019 - 2023 ($ billion)
5.4 Geography segment analysis 2019 - 2023
- Historic Market Size - Geography Segment 2019 - 2023 ($ billion)
5.5 Country segment analysis 2019 - 2023
- Historic Market Size - Country Segment 2019 - 2023 ($ billion)

6 Qualitative Analysis

6.1 Impact of AI in the Global Call Center Outsourcing Market

7 Five Forces Analysis

7.1 Five forces summary
- Five forces analysis - Comparison between 2024 and 2029
7.2 Bargaining power of buyers
- Bargaining power of buyers - Impact of key factors 2024 and 2029
7.3 Bargaining power of suppliers
- Bargaining power of suppliers - Impact of key factors in 2024 and 2029
7.4 Threat of new entrants
- Threat of new entrants - Impact of key factors in 2024 and 2029
7.5 Threat of substitutes
- Threat of substitutes - Impact of key factors in 2024 and 2029
7.6 Threat of rivalry
- Threat of rivalry - Impact of key factors in 2024 and 2029
7.7 Market condition
- Chart on Market condition - Five forces 2024 and 2029

8 Market Segmentation by End-user

8.1 Market segments
- Chart on End-user - Market share 2024-2029 (%)
- Data Table on End-user - Market share 2024-2029 (%)
8.2 Comparison by End-user
- Chart on Comparison by End-user
- Data Table on Comparison by End-user
8.3 IT and telecom - Market size and forecast 2024-2029
- Chart on IT and telecom - Market size and forecast 2024-2029 ($ billion)
- Data Table on IT and telecom - Market size and forecast 2024-2029 ($ billion)
- Chart on IT and telecom - Year-over-year growth 2024-2029 (%)
- Data Table on IT and telecom - Year-over-year growth 2024-2029 (%)
8.4 BFSI - Market size and forecast 2024-2029
- Chart on BFSI - Market size and forecast 2024-2029 ($ billion)
- Data Table on BFSI - Market size and forecast 2024-2029 ($ billion)
- Chart on BFSI - Year-over-year growth 2024-2029 (%)
- Data Table on BFSI - Year-over-year growth 2024-2029 (%)
8.5 Healthcare - Market size and forecast 2024-2029
- Chart on Healthcare - Market size and forecast 2024-2029 ($ billion)
- Data Table on Healthcare - Market size and forecast 2024-2029 ($ billion)
- Chart on Healthcare - Year-over-year growth 2024-2029 (%)
- Data Table on Healthcare - Year-over-year growth 2024-2029 (%)
8.6 Retail - Market size and forecast 2024-2029
- Chart on Retail - Market size and forecast 2024-2029 ($ billion)
- Data Table on Retail - Market size and forecast 2024-2029 ($ billion)
- Chart on Retail - Year-over-year growth 2024-2029 (%)
- Data Table on Retail - Year-over-year growth 2024-2029 (%)
8.7 Others - Market size and forecast 2024-2029
- Chart on Others - Market size and forecast 2024-2029 ($ billion)
- Data Table on Others - Market size and forecast 2024-2029 ($ billion)
- Chart on Others - Year-over-year growth 2024-2029 (%)
- Data Table on Others - Year-over-year growth 2024-2029 (%)
8.8 Market opportunity by End-user
- Market opportunity by End-user ($ billion)
- Data Table on Market opportunity by End-user ($ billion)

9 Market Segmentation by Type

9.1 Market segments
- Chart on Type - Market share 2024-2029 (%)
- Data Table on Type - Market share 2024-2029 (%)
9.2 Comparison by Type
- Chart on Comparison by Type
- Data Table on Comparison by Type
9.3 Inbound - Market size and forecast 2024-2029
- Chart on Inbound - Market size and forecast 2024-2029 ($ billion)
- Data Table on Inbound - Market size and forecast 2024-2029 ($ billion)
- Chart on Inbound - Year-over-year growth 2024-2029 (%)
- Data Table on Inbound - Year-over-year growth 2024-2029 (%)
9.4 Outbound - Market size and forecast 2024-2029
- Chart on Outbound - Market size and forecast 2024-2029 ($ billion)
- Data Table on Outbound - Market size and forecast 2024-2029 ($ billion)
- Chart on Outbound - Year-over-year growth 2024-2029 (%)
- Data Table on Outbound - Year-over-year growth 2024-2029 (%)
9.5 Market opportunity by Type
- Market opportunity by Type ($ billion)
- Data Table on Market opportunity by Type ($ billion)

10 Customer Landscape

10.1 Customer landscape overview
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

11 Geographic Landscape

11.1 Geographic segmentation
- Chart on Market share By Geographical Landscape 2024-2029 (%)
- Data Table on Market share By Geographical Landscape 2024-2029 (%)
11.2 Geographic comparison
- Chart on Geographic comparison
- Data Table on Geographic comparison
11.3 North America - Market size and forecast 2024-2029
- Chart on North America - Market size and forecast 2024-2029 ($ billion)
- Data Table on North America - Market size and forecast 2024-2029 ($ billion)
- Chart on North America - Year-over-year growth 2024-2029 (%)
- Data Table on North America - Year-over-year growth 2024-2029 (%)
11.4 Europe - Market size and forecast 2024-2029
- Chart on Europe - Market size and forecast 2024-2029 ($ billion)
- Data Table on Europe - Market size and forecast 2024-2029 ($ billion)
- Chart on Europe - Year-over-year growth 2024-2029 (%)
- Data Table on Europe - Year-over-year growth 2024-2029 (%)
11.5 APAC - Market size and forecast 2024-2029
- Chart on APAC - Market size and forecast 2024-2029 ($ billion)
- Data Table on APAC - Market size and forecast 2024-2029 ($ billion)
- Chart on APAC - Year-over-year growth 2024-2029 (%)
- Data Table on APAC - Year-over-year growth 2024-2029 (%)
11.6 South America - Market size and forecast 2024-2029
- Chart on South America - Market size and forecast 2024-2029 ($ billion)
- Data Table on South America - Market size and forecast 2024-2029 ($ billion)
- Chart on South America - Year-over-year growth 2024-2029 (%)
- Data Table on South America - Year-over-year growth 2024-2029 (%)
11.7 Middle East and Africa - Market size and forecast 2024-2029
- Chart on Middle East and Africa - Market size and forecast 2024-2029 ($ billion)
- Data Table on Middle East and Africa - Market size and forecast 2024-2029 ($ billion)
- Chart on Middle East and Africa - Year-over-year growth 2024-2029 (%)
- Data Table on Middle East and Africa - Year-over-year growth 2024-2029 (%)
11.8 US - Market size and forecast 2024-2029
- Chart on US - Market size and forecast 2024-2029 ($ billion)
- Data Table on US - Market size and forecast 2024-2029 ($ billion)
- Chart on US - Year-over-year growth 2024-2029 (%)
- Data Table on US - Year-over-year growth 2024-2029 (%)
11.9 Canada - Market size and forecast 2024-2029
- Chart on Canada - Market size and forecast 2024-2029 ($ billion)
- Data Table on Canada - Market size and forecast 2024-2029 ($ billion)
- Chart on Canada - Year-over-year growth 2024-2029 (%)
- Data Table on Canada - Year-over-year growth 2024-2029 (%)
11.10 UK - Market size and forecast 2024-2029
- Chart on UK - Market size and forecast 2024-2029 ($ billion)
- Data Table on UK - Market size and forecast 2024-2029 ($ billion)
- Chart on UK - Year-over-year growth 2024-2029 (%)
- Data Table on UK - Year-over-year growth 2024-2029 (%)
11.11 India - Market size and forecast 2024-2029
- Chart on India - Market size and forecast 2024-2029 ($ billion)
- Data Table on India - Market size and forecast 2024-2029 ($ billion)
- Chart on India - Year-over-year growth 2024-2029 (%)
- Data Table on India - Year-over-year growth 2024-2029 (%)
11.12 Germany - Market size and forecast 2024-2029
- Chart on Germany - Market size and forecast 2024-2029 ($ billion)
- Data Table on Germany - Market size and forecast 2024-2029 ($ billion)
- Chart on Germany - Year-over-year growth 2024-2029 (%)
- Data Table on Germany - Year-over-year growth 2024-2029 (%)
11.13 Philippines - Market size and forecast 2024-2029
- Chart on Philippines - Market size and forecast 2024-2029 ($ billion)
- Data Table on Philippines - Market size and forecast 2024-2029 ($ billion)
- Chart on Philippines - Year-over-year growth 2024-2029 (%)
- Data Table on Philippines - Year-over-year growth 2024-2029 (%)
11.14 China - Market size and forecast 2024-2029
- Chart on China - Market size and forecast 2024-2029 ($ billion)
- Data Table on China - Market size and forecast 2024-2029 ($ billion)
- Chart on China - Year-over-year growth 2024-2029 (%)
- Data Table on China - Year-over-year growth 2024-2029 (%)
11.15 Poland - Market size and forecast 2024-2029
- Chart on Poland - Market size and forecast 2024-2029 ($ billion)
- Data Table on Poland - Market size and forecast 2024-2029 ($ billion)
- Chart on Poland - Year-over-year growth 2024-2029 (%)
- Data Table on Poland - Year-over-year growth 2024-2029 (%)
11.16 Italy - Market size and forecast 2024-2029
- Chart on Italy - Market size and forecast 2024-2029 ($ billion)
- Data Table on Italy - Market size and forecast 2024-2029 ($ billion)
- Chart on Italy - Year-over-year growth 2024-2029 (%)
- Data Table on Italy - Year-over-year growth 2024-2029 (%)
11.17 Vietnam - Market size and forecast 2024-2029
- Chart on Vietnam - Market size and forecast 2024-2029 ($ billion)
- Data Table on Vietnam - Market size and forecast 2024-2029 ($ billion)
- Chart on Vietnam - Year-over-year growth 2024-2029 (%)
- Data Table on Vietnam - Year-over-year growth 2024-2029 (%)
11.18 Market opportunity By Geographical Landscape
- Market opportunity By Geographical Landscape ($ billion)
- Data Tables on Market opportunity By Geographical Landscape ($ billion)

12 Drivers, Challenges, and Opportunity/Restraints

12.1 Market drivers
12.2 Market challenges
12.3 Impact of drivers and challenges
- Impact of drivers and challenges in 2024 and 2029
12.4 Market opportunities/restraints

13 Competitive Landscape

13.1 Overview
13.2 Competitive Landscape
- Overview on criticality of inputs and factors of differentiation
13.3 Landscape disruption
- Overview on factors of disruption
13.4 Industry risks
- Impact of key risks on business

14 Competitive Analysis

14.1 Companies profiled
- Companies covered
14.2 Company ranking index
- Company ranking index
14.3 Market positioning of companies
- Matrix on companies position and classification
14.4 Alorica Inc.
- Alorica Inc. - Overview
- Alorica Inc. - Product / Service
- Alorica Inc. - Key news
- Alorica Inc. - Key offerings
- SWOT
14.5 Atento SA
- Atento SA - Overview
- Atento SA - Business segments
- Atento SA - Key news
- Atento SA - Key offerings
- Atento SA - Segment focus
- SWOT
14.6 Bertelsmann SE and Co. KGaA
- Bertelsmann SE and Co. KGaA - Overview
- Bertelsmann SE and Co. KGaA - Business segments
- Bertelsmann SE and Co. KGaA - Key offerings
- Bertelsmann SE and Co. KGaA - Segment focus
- SWOT
14.7 Computer Generated Solutions Inc.
- Computer Generated Solutions Inc. - Overview
- Computer Generated Solutions Inc. - Product / Service
- Computer Generated Solutions Inc. - Key news
- Computer Generated Solutions Inc. - Key offerings
- SWOT
14.8 Continuum Global Solutions LLC
- Continuum Global Solutions LLC - Overview
- Continuum Global Solutions LLC - Product / Service
- Continuum Global Solutions LLC - Key news
- Continuum Global Solutions LLC - Key offerings
- SWOT
14.9 DiRAD Technologies Inc.
- DiRAD Technologies Inc. - Overview
- DiRAD Technologies Inc. - Product / Service
- DiRAD Technologies Inc. - Key offerings
- SWOT
14.10 Epicenter Technologies Pvt. Ltd.
- Epicenter Technologies Pvt. Ltd. - Overview
- Epicenter Technologies Pvt. Ltd. - Product / Service
- Epicenter Technologies Pvt. Ltd. - Key offerings
- SWOT
14.11 Five9 Inc.
- Five9 Inc. - Overview
- Five9 Inc. - Product / Service
- Five9 Inc. - Key news
- Five9 Inc. - Key offerings
- SWOT
14.12 Helpware Inc.
- Helpware Inc. - Overview
- Helpware Inc. - Product / Service
- Helpware Inc. - Key news
- Helpware Inc. - Key offerings
- SWOT
14.13 Hinduja Global Solutions Ltd.
- Hinduja Global Solutions Ltd. - Overview
- Hinduja Global Solutions Ltd. - Product / Service
- Hinduja Global Solutions Ltd. - Key offerings
- SWOT
14.14 StarTek Inc.
- StarTek Inc. - Overview
- StarTek Inc. - Business segments
- StarTek Inc. - Key offerings
- StarTek Inc. - Segment focus
- SWOT
14.15 Tata Consultancy Services Ltd.
- Tata Consultancy Services Ltd. - Overview
- Tata Consultancy Services Ltd. - Business segments
- Tata Consultancy Services Ltd. - Key news
- Tata Consultancy Services Ltd. - Key offerings
- Tata Consultancy Services Ltd. - Segment focus
- SWOT
14.16 Teleperformance SE
- Teleperformance SE - Overview
- Teleperformance SE - Product / Service
- Teleperformance SE - Key offerings
- SWOT
14.17 Transcom Holding AB
- Transcom Holding AB - Overview
- Transcom Holding AB - Business segments
- Transcom Holding AB - Key offerings
- Transcom Holding AB - Segment focus
- SWOT
14.18 XACT Acquisition LLC
- XACT Acquisition LLC - Overview
- XACT Acquisition LLC - Product / Service
- XACT Acquisition LLC - Key offerings
- SWOT

15 Appendix

15.1 Scope of the report
15.2 Inclusions and exclusions checklist
- Inclusions checklist
- Exclusions checklist
15.3 Currency conversion rates for US$
- Currency conversion rates for US$
15.4 Research methodology
- Research methodology
15.5 Data procurement
- Information sources
15.6 Data validation
- Data validation
15.7 Validation techniques employed for market sizing
- Validation techniques employed for market sizing
15.8 Data synthesis
- Data synthesis
15.9 360 degree market analysis
- 360 degree market analysis
15.10 List of abbreviations
- List of abbreviations

한글목차

목차

제1장 개요

제2장 Technavio 분석

제3장 시장 구도

제4장 시장 규모

제5장 시장 규모 실적

제6장 정성 분석

제7장 Five Forces 분석

제8장 시장 세분화 : 최종사용자별

제9장 시장 세분화 : 유형별

제10장 고객 상황

제11장 지역별 상황