North America Customer Care BPO Market Outlook and Strategic Insights by 2027

Historic Data: 2016-2017   |   Base Year: 2018   |   Forecast Period: 2019-2027

North America Customer Care BPO Market to 2027 - Regional Analysis and Forecasts By Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing); End-User (BFSI, IT & Telecommunication, Manufacturing, Retail & E-Commerce, Healthcare & Pharmaceutical, Transport & Logistics, Media & Communication, and Automotive)

  • Report Date : Jul 2019
  • Report Code : TIPRE00006294
  • Category : Technology, Media and Telecommunications
  • Status : Published
  • Available Report Formats : pdf-format excel-format
  • No. of Pages : 140
Page Updated: Aug 2019

The North America Customer Care BPO market accounted for US$ 7.62 Bn in 2018 and is expected to grow at a CAGR of 4.5% over the forecast period 2018–2027, to account for US$ 11.12 Bn in 2027.

The cost advantage offered by customer care BPO is one of the key reasons, which impacts the demand for customer care BPO services. It significantly reduces the cost of the organization by providing support and services to the customers. The customer care BPO enables the work to be done at very low cost and in an efficient way. There is a wide gap between the wage pattern of eastern and western countries. The wage rate is comparatively very low in developing countries of Asia-Pacific such as India and China when compared to western countries such as the U.S. and U.K. The wage difference varies up to 60%. Moreover, the company does not have to make investments in infrastructure. Customer care BPO also enables to save cost on recruitment and training. With the increasing need for cost-cutting to run the business significantly, companies are opting for customer care BPO and are impacting the customer care BPO market growth positively.

Over the years, customer care BPO services are providing cost-effective services to their customers. In order to offer enhanced services to its customer in the competitive market, vendors are implanting various technologies such as RPA (robotic process automation) and AI (artificial intelligence). The RPA has highly impacted the entire BPO service. RPA is a cost-efficient, high speed with enhanced efficiency in customer service. Along with call center services, vendors offer real-time analysis and insights based on customer data. Vendors have a huge opportunity to serve customers by implementing these new technologies along with the service portfolio.

Currently, the US is dominating the North America customer care BPO market, which in turn boost the demand for customer care BPO market in North America. The United States has positioned itself as an early adopter of technology. The US has the potential to deploy latest technologies sooner in industries’. Owing to the presence of various tech firms in the US, including SMEs and large enterprises, the country is evolving at an exponential rate. With the increasing power of the individuals residing in the US, their expectation towards quality service is rising. This factor would increase the scope of outsourcing services, which could help the BPO industry to grow its significance in the forthcoming period. The figure given below highlights the revenue share of Mexico in the North America customer care BPO market in the forecast period:

TIPRE00006294-img1
  • This FREE sample will include data analysis, ranging from market trends to estimates and forecasts.

NORTH AMERICA CUSTOMER CARE BPO MARKET - SEGMENTATION

North America Customer care BPO Market by Solution

  • Onshore Outsourcing
  • Offshore Outsourcing
  • Nearshore Outsourcing

North America Customer care BPO Market by Industry Vertical

  • BFSI
  • IT & Telecommunication
  • Manufacturing, Retail & E-Commerce
  • Healthcare & Pharmaceutical
  • Transport & Logistics
  • Media & Communication
  • Automotive
  • Others

North America Customer care BPO Market by Country

  • US
  • Canada
  • Mexico

Companies Mentioned

  • Alorica Inc.
  • Arvato AG
  • Atento
  • Concentrix Corporation
  • Sitel Group
  • Sykes Enterprises, Incorporated
  • Teleperformance SE
  • Teletech Holdings
  • Webhelp Group
  • Worldwide Call Centers, Inc.

North America Customer Care BPO Report Scope

Report Attribute Details
Market size in 2018 US$ 7.62 Billion
Market Size by 2027 US$ 11.12 Billion
Global CAGR (2018 - 2027) 4.5%
Historical Data 2016-2017
Forecast period 2019-2027
Segments Covered By Solution
  • Onshore Outsourcing
  • Offshore Outsourcing
  • Nearshore Outsourcing
By End-User
  • BFSI
  • IT & Telecommunication
  • Manufacturing
  • Retail & E-Commerce
  • Healthcare & Pharmaceutical
  • Transport & Logistics
  • Media & Communication
  • Automotive
Regions and Countries Covered North America
  • US
  • Canada
  • Mexico
Market leaders and key company profiles
  • Alorica Inc.
  • Arvato AG
  • Atento
  • Concentrix Corporation
  • Sitel Group
  • Sykes Enterprises, Incorporated
  • Teleperformance SE
  • Teletech Holdings
  • Webhelp Group
  • Ankita Mittal
    Manager,
    Market Research & Consulting

    Ankita is a dynamic market research and consulting professional with over 8 years of experience across the technology, media, ICT, and electronics & semiconductor sectors. She has successfully led and delivered 100+ consulting and research assignments for global clients such as Microsoft, Oracle, NEC Corporation, SAP, KPMG, and Expeditors International. Her core competencies include market assessment, data analysis, forecasting, strategy formulation, competitive intelligence, and report writing.

    Ankita is adept at handling complete project cycles—from pre-sales proposal design and client discussions to post-sales delivery of actionable insights. She is skilled in managing cross-functional teams, structuring complex research modules, and aligning solutions with client-specific business goals. Her excellent communication, leadership, and presentation abilities have enabled her to consistently deliver value-driven outcomes in fast-paced and evolving market environments.

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