Customer Care BPO Market Size Report – Share & Growth 2028

Customer Care BPO Market Forecast to 2028 - Global Analysis By Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing) and End User (BFSI, IT and Telecommunication, Retail and E-Commerce, Manufacturing, Healthcare and Pharmaceutical, Transport and Logistics, Media and Communication, Automotive, and Others)

  • Report Code : TIPRE00005602
  • Category : Technology, Media and Telecommunications
  • Status : Published
  • No. of Pages : 167
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The customer care BPO market is projected to grow from US$ 22,598.82 million in 2022 to US$ 34,570.73 million by 2028; it is estimated to record a CAGR of 7.5% from 2023 to 2028.

Customer care outsourcing utilizes third-party services to manage customer interaction in pre-buying, buying, and post-buying stages. The customer care BPO service caters to customer queries through various channels, such as website, email or messaging, phone, live online chat, social media, and text or messages. These multi-channel solutions aid outsourcing companies in delivering services efficiently. Further, the emergence of the work-from-home (WFH) trend in various industries, such as IT & Telecom and BFSI, is facilitating the customer care BPO market growth. In July 2020, Comdata, a key market player that provides customer management solutions, developed a new advanced work-at-home delivery model in customer management BPO. This delivery model focuses on employees and businesses that will guide clients' consumer interaction through improved integration of data security, operation management, and business continuity.

The customer care BPO market in North America is segmented into Canada, the US, and Mexico. The US accounted for the largest share of the customer care BPO market in North America. The US is one of the world's most developed countries, with several multi-billion dollars businesses such as Microsoft Corporation, Apple Inc, Proctor & Gamble, and General Motors. The presence of such varied large companies has led to rising demand for customer service representatives to support the various requirements of customers. As per the US Bureau of Labor Statistics, more than 2,890,000 people were employed as customer service representatives in the US in 2021. Also, the country is technologically advanced and known for adopting advanced technologies at an early phase. Due to the presence of various tech firms in the US, including small and medium enterprises (SMEs) and large enterprises, the country is evolving exponentially. Increasing adoption of the Internet of Things (IoT) and rising application of artificial intelligence (AI) have been promoting the growth of various technology-related firms in the country. It has opened doors to various technical support services, offering growth opportunities for call center BPO market growth.

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Customer Care BPO Market: Strategic Insights

Market Size Value inUS$ 22,598.82 million in 2022
Market Size Value byUS$ 34,570.73 million by 2028
Growth rateCAGR of 7.5% from 2023 to 2028
Forecast Period2023-2028
Base Year2022
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Impact of COVID-19 Pandemic on European Customer Care BPO Market

The COVID-19 outbreak positively influenced the customer care BPO market. The COVID-19 pandemic severely impacted European countries, including Italy, Spain, France, and Germany, with Italy being the most affected. The imposition of lockdowns to curb the spread of the virus resulted in the shutdown of several industries, such as manufacturing, BFSI, automotive, and construction. These industries adopted digitization to cope with the new normal scenarios of the COVID-19 pandemic. According to the speech by Andrea Enria, Chair of the Supervisory Board of the ECB, at the Spanish Banking Association Conference, the pandemic accelerated digitization in the banking sector. In February 2023, ebankIT, an omnichannel banking software company based in Europe, announced a partnership with Gila, a provider of Digital Customer Service (DCS). With this partnership, ebankIT will offer Glia's DCS solution for digital-first customer service as part of its digital banking platform. Furthermore, after the Q3 of 2020, Europe witnessed rising investments in the customer care BPO market. In June 2022, Onepilot, a Paris-based platform enabling e-merchants to outsource customer care, raised ∼US$ 15.77 (EUR 15) million in a series A funding round. With this investment, the company aims to expand its operations outside the UK and France. Thus, growing investments and digitization fueled the customer care BPO market growth in Europe during the pandemic.


  • Sample PDF showcases the content structure and the nature of the information with qualitative and quantitative analysis.

Market Insights – Customer Care BPO Market

Emergence of Technologies such as Artificial Intelligence and Cloud Computing to Drive Customer Care BPO Market Growth in Coming Years

Technological evolution, digital transformation, and the COVID-19 pandemic have led to increased integration of AI into customer care BPO services. The integration allows service providers to improve real-time communications with customers. AI has changed the way brands connect with customers, making it easier to create personalized experiences and nurture long-term relationships. Moreover, AI and cloud computing also bridge the gap between the high-volume, high-velocity data being generated and the ability to use these data to engage customers in real time. The integration of customer care services with AI helps BPO firms provide 24/7 support, along with resolving simple issues and personalizing their services. In sales businesses, it helps personalize and scale the sales process. AI-based speech recognition, virtual assistants, and interactive voice responses have substantially decreased the customer waiting time before reaching a customer care executive. In addition, furthering the role of AI-powered omnichannel routing allows for seamless switching between multiple channels, such as chats and voice calls, with executives always being ready to address customer queries or complaints. Smart BPOs integrated with AI help businesses optimize and automate their services, thereby making business processes less expensive, environmentally friendly, and more efficient. Thus, Emergence of technologies such as artificial intelligence and cloud computing to drive customer care BPO market growth in coming years.

  • Sample PDF showcases the content structure and the nature of the information with qualitative and quantitative analysis.

End User-Based Customer Care BPO Market Insights

Based on end user, the global customer care BPO market has been segmented into IT and telecommunication, BFSI, retail and e-commerce, manufacturing, transport and logistics, healthcare and pharmaceutical, media and communication, automotive, and others. In 2022, the IT and telecommunication segment dominated the customer care BPO market. Customer care BPO helps the telecommunications industry to improve customer engagement. The rising competition in this industry is leading to an increase in the cost of customer acquisition. Hence, several telecommunication organizations cannot afford in-house customer care services, which is leading to the rise in outsourcing of these services. Similarly, with advancements in the IT field, the demand for efficient customer care services to maintain good customer relationships is rising. The key IT players are offering various software that help in effectively tracking customers' emails and requests, sending automated responses for acknowledging customer queries, and keeping all customer information in one place. These benefits boost the adoption of customer service software in customer care BPO companies.

Market players operating in the customer care BPO market mainly adopt inorganic growth strategies to stay competitive in the customer care BPO market ecosystem.

  • In May 2022, Concentrix announced the acquisition of the b2b digital sales and customer success solution company ServiceSource. Concentrix will continue offering its CX services to the acquired company to a new customer base.
  • In October 2022, Telus International announced an agreement to acquire WillowTree, a full-service digital product provider focused on end-user experiences such as native mobile applications and unified web interfaces.

Market players profiled in the customer care BPO market report are:

  • Alorica In
  • Telus International Cda Inc
  • Simply Contact International
  • Comdata SpA
  • Concentrix Corp
  • Foundever Operating Corp
  • Front Logix Solutions LLC
  • TTEC Holdings Inc
  • Teleperformance SE
  • Webhelp Inc
Report Coverage
Report Coverage

Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends

Segment Covered
Segment Covered

Solution, and End User

Regional Scope
Regional Scope

North America, Europe, Asia Pacific, Middle East & Africa, South & Central America

Country Scope
Country Scope

Argentina, Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Russia, Saudi Arabia, South Africa, South Korea, United Arab Emirates, United Kingdom, United States

Frequently Asked Questions

Which is the fastest-growing regional market?

APAC is anticipated to grow with the highest CAGR over the forecast period.

Which key players hold the major market share of the customer care BPO market?

The key players holding majority shares in the customer care BPO market include Alorica, Inc., TTEC, Teleperformance, Concentrix Corporation, and TELUS International

Which countries are registering a high growth rate during the forecast period?

The countries anticipated to grow with the highest CAGR are US, Germany, and China.

What are the future trends of the customer care BPO market?

The emergence of technologies such as AI and cloud computing is bringing new trends in the customer care BPO market.

What are the driving factors impacting the customer care BPO market?

Rising focus of organizations on ensuring greater customer satisfaction and huge cost benefits conferred by customer care BPO are the major driving factors impacting the customer care BPO market.

What is the estimated global market size for the customer care BPO market in 2022?

The customer care BPO market was estimated to be USD 22598.82 million in 2022 and is expected to grow at a CAGR of 7.5% from 2023 to 2028.

The List of Companies - Customer Care BPO Market

  1. Alorica Inc
  2. Telus International Cda Inc
  3. Simply Contact International
  4. Comdata SpA
  5. Concentrix Corp
  6. Foundever Operating Corp
  7. Front Logix Solutions LLC
  8. TTEC Holdings Inc
  9. Webhelp Inc
  10. Teleperformance SE

The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.

  1. Data Collection and Secondary Research:

As a market research and consulting firm operating from a decade, we have published many reports and advised several clients across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.

Several associations trade associates, technical forums, institutes, societies and organizations are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in the last 3 years are scrutinized and analyzed to understand the current market trends.

  1. Primary Research:

The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.

For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/Sales Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.

A typical research interview fulfils the following functions:

  • Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
  • Validates and strengthens in-house secondary research findings
  • Develops the analysis team’s expertise and market understanding

Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:

  • Industry participants: VPs, business development managers, market intelligence managers and national sales managers
  • Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.

Below is the breakup of our primary respondents by company, designation, and region:

Research Methodology

Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.

  1. Data Analysis:

Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.

  • 3.1 Macro-Economic Factor Analysis:

We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.

  • 3.2 Country Level Data:

Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.

  • 3.3 Company Profile:

The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.

  • 3.4 Developing Base Number:

Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.

  1. Data Triangulation and Final Review:

The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.

We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.

We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.

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