The market for customer care business process outsourcing (BPO) was estimated to be worth USD 24.049.1 billion in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 6.18% to reach USD 34.4 billion by 2028.

Business Process Outsourcing (BPO) services are primarily responsible for managing the outsourcing business process for a specific set of business operations in accordance with a client's needs. Back-office operations, including as accounting and finance, HR, and customer support services, are the most commonly outsourced company functions. Customer Interaction & Assistance (CIS) encompasses a wide range of IT services, including inbound and outbound calls, sales and marketing, help desk services, technical support, and voice or chat-based customer care support.

Covid-19 Impact & Market Status

Business models are being thoroughly revised to align with current business dynamics and appropriately address all the challenges that have sprung amidst the ongoing Covid-19 pandemic and its associated implications. Market players in the global Customer care BPO market are aggressively targeting new opportunities to emerge from the pandemic inflicted growth downturn and reverse the financial vulnerabilities.

New working models that have emerged are being promoted and adopted by market veterans to unravel new growth possibilities. New market participants are also steadily coining ways to sustain tremendous competition. The world economy has been showing signs of deterioration, thus flaring up risk factors for the global Rogowski coil market. Under prevailing circumstances, several new, as well as established players in the global Customer care BPO market, are maneuvering ways to recoup growth.

This report has a detailed outlook of the many changes that have emerged in the CUSTOMER CARE BPO industry chain depending on upstream and downstream market conditions. A deep analysis of the Covid-19 pandemic inflicted changes in the businesses and the best industrial practices to restore growth trends across regions and countries have been documented in thorough detail to encourage progressive investment decisions by players and aspirants in the global Customer care BPO market.

Type Segment

The worldwide customer care BPO industry is divided into onshore and offshore outsourcing in terms of type. In 2018, offshore outsourcing accounted for 39.2 percent of overall market share, and it is predicted to increase at a CAGR of 5.1 percent over the forecast period. Despite the fact that onshore outsourcing has the largest market share in this sector, the demand for offshore outsourcing customer care BPO is expected to expand throughout the projection period. Advanced technologies, such as robotic process automation (RPA), that have just been launched, are likely to propel the BPO business to the next level.

Application Segment

Both primary and secondary sources were used to get the overall Customer Care, BPO Market size. To collect qualitative and quantitative information about the Customer Care BPO Market, the research team conducts extensive secondary research using internal and external sources. It also includes an overview and prediction for the global Customer Care BPO Market based on all segmentation provided for five major regions: North America, Europe, Asia-Pacific, the Middle East and Africa, and South America. Primary interviews with industry players and commentators were also performed to verify the facts and analysis.

Industry experts such as VPs, business development managers, market intelligence managers, and national sales managers, as well as external consultants such as valuation experts, research analysts, and key opinion leaders specialising in the customer care BPO industry, are typical participants in such a process. Alorica Inc., Arvato Ag, Atento S.A, Comdata Group, Concentrix Corporation, Sitel Group, Ykes Enterprises, Incorporated, and others are among the top participants in the worldwide Customer Care BPO industry.

Regional Segment

In terms of market share, North America, Europe, and Asia Pacific are the most important regions in the worldwide Customer Care BPO Market. In terms of market share, the Middle East and Africa and South America ranked fourth and fifth, respectively, in the Customer Care BPO Market. North America's dominance is responsible for a significant number of Customer Care BPO Market companies in the United States. In addition, the tendency of outsourcing is continually higher in the United States, and this is due to the fact that the country has a large number of businesses from a variety of industries.

Increasing competition and pressure to reduce operational costs and improve organisational efficiency, evolving technology landscape, rise of omnichannel delivery, and integration of social media to provide effective customer care services are all factors that are positively affecting the global BPO market.

The global Customer Care BPO Market has developed significantly over the years, owing to a significant shift in customer purchase and payment behaviour. Due to shifting economies and the continued usage of telecom and BFSI services, among other services, Asia Pacific remains a crucial market for customer care BPO. During the forecast period, SMEs are expected to have a strong demand for cloud PBX. 

Companies are understanding the power of online marketing as their awareness of social media grows. It delivers an incredible amount of consumer data that can help a company analyse new trends and ideas. Furthermore, businesses are putting more emphasis on real-time customer engagement, which allows them to obtain product insights and correct flaws in newly introduced goods to avoid future issues.

To optimise growth and reduce costs in their providing nations, many BPO-based firms are interested in investing in innovative technologies such as robotic process automation, cloud computing and software, and social media. Because the demand for professional labour in the BPO industry is growing, around 52 percent of organisations are very concerned about a lack of qualified staff.

When it comes to growing and emerging markets, The Philippines, for example, is moving up the value chain, having previously focused solely on back office work. They are now shifting to high-value-added services such as KPO, and are likely to move into research and development sooner rather than later. This is presenting new growth potential in the business process outsourcing sector, which is projected to boost BPO market growth in Southeast Asia.

Increasing competition and pressure to reduce operational costs and improve organisational efficiency, evolving technology landscape, rise of omnichannel delivery, and integration of social media to provide effective customer care services are all factors that are positively affecting the global BPO market.

The major players of the global Customer care BPO market are include Teleperformance SA, Convergys, Atento, Star Trek Inc., Arvato, TeleTechHoldings, Serco, Acticall (Sitel), West Corporation, Webhelp, Amdocs, Transcom, Infosys BPM, and Comdata Group, Inc. the government initiatives for the improvement of IT infrastructure in developing countries such as China and India are having a positive impact on the Customer Care BPO Market growth.

Customer Care BPO Market Scope

Key Segments of the Global Customer Care BPO Market

Type Overview, (USD Billion)

• Onshore Outsourcing
• Offshore Outsourcing

Application Overview,  (USD Billion)

• Telecom & IT
• BFSI
• Healthcare & Life Sciences
• Government & Public
• Retail & Consumer Goods
• Others

Regional Overview,  (USD Billion)

North America

• U.S
• Canada
• Mexico

Europe

• Germany
• France
• UK
• Rest of Europe

Asia Pacific

• China
• India
• Japan
• Rest of Asia Pacific

South America

• Mexico
• Brazil
• Rest of South America

Middle East and South Africa