PUBLISHER: IMARC | PRODUCT CODE: 1451883
PUBLISHER: IMARC | PRODUCT CODE: 1451883
Help Desk Outsourcing Market Report by Type, Service Type, Organization Size, Industry Verticals (Automotive, Consumer Goods, IT, Telecommunication, and Others), and Region 2024-2032
The global help desk outsourcing market size reached US$ 9.0 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 17.4 Billion by 2032, exhibiting a growth rate (CAGR) of 7.29% during 2024-2032. The expansion of large and small and medium-sized enterprises, increasing demand for cost-efficient and streamlined customer support services, and the growing demand for efficient customer support services represent some of the key factors driving the market.
Help desk outsourcing refers to the practice of partnering with an external provider to manage customer support service. It offers faster response time and reliable, round-the-clock assistance for the needs of clients and internal employees. It assists organizations in gaining access to specialized expertise and improving service quality and operational efficiency. It also aids in reducing expenses of recruiting and training new and existing staff. It enables companies in mitigating risks associated with staff turnover, skill gaps and reliance on specific individuals for strategic support. Besides this, as it ensures a seamless onboarding process that minimizes disruptions and maintains continuity, the demand for help desk outsourcing services is increasing across the globe.
Help Desk Outsourcing Market Trends:
Rapid urbanization and the expansion of public and private organizations represent one of the key factors positively influencing the market. Additionally, the escalating demand for efficient and streamlined customer support services is encouraging the adoption of help desk outsourcing services across the globe. Along with this, there is a rise in the volume of customer inquiries across multiple channels, which is driving the requirement for automated ticketing, routing, and self-service solutions. Apart from this, the widespread adoption of cloud-based helpdesk outsourcing platforms, on account of various advantages offered, which include scalability, flexibility, and ease of deployment, is favoring the market growth. Furthermore, the rising trend of bring your own device (BYOD) is catalyzing the demand for help desk outsourcing services. Additionally, the increasing utilization of help desk outsourcing services by small and medium-sized enterprises (SMEs) that have limited workspace and labor funds for in-house auxiliary departments is creating a positive outlook for the market. Moreover, the rising adoption of outsourcing services in the healthcare industry for cost optimization and allocation of resources to core medical services and strategic initiatives is propelling market growth. This, coupled with the rising trend of telehealth and remote patient monitoring (RPM) facilities, is increasing the need for help desk support to assist patients and healthcare providers with telemedicine platforms, video consultations, remote monitoring devices, and troubleshooting connectivity issues. RPM helps reduce travel costs and the risk of developing hospital-acquired infections (HAIs) among patients and healthcare professionals.
Key Market Segmentation:
IMARC Group provides an analysis of the key trends in each segment of the global help desk outsourcing market, along with forecasts at the global, regional, and country levels from 2024-2032. Our report has categorized the market based on type, service type, organization size, and industry verticals.
Type Insights:
Outsourced Level 1 and Level 2
Outsourced Technical Helpdesk
The report has provided a detailed breakup and analysis of the help desk outsourcing market based on the type. This includes outsourced Level 1 and Level 2 and outsourced technical helpdesk. According to the report, outsourced technical helpdesk represented the largest segment.
Service Type Insights:
Legal Services
Facilities Management
HR Services
Finance and Accounting
Others
The report has provided a detailed breakup and analysis of the help desk outsourcing market based on service type. This includes legal services, facilities management, HR services, finance and accounting, and others.
Organization Size Insights:
Large Enterprises
Small and Medium-sized Enterprises
The report has provided a detailed breakup and analysis of the help desk outsourcing market based on organization size. This includes large enterprises and small and medium-sized enterprises. According to the report, large enterprises accounted for the largest market share.
Industry Verticals Insights:
Automotive
Consumer Goods
IT (Information Technology)
Telecommunication
Others
A detailed breakup and analysis of the help desk outsourcing market based on the industry verticals has also been provided in the report. This includes automotive, consumer goods, IT (information technology), telecommunication, and others.
Regional Insights:
North America
United States
Canada
Asia-Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for help desk outsourcing. Some of the factors driving the North America help desk outsourcing market included the rising reliance on automation for minimizing human errors, increasing adoption in various industries, advent of advanced technologies, etc.
Competitive Landscape:
The report has also provided a comprehensive analysis of the competitive landscape in the global helpdesk outsourcing market. Detailed profiles of all major companies have been provided. Some of the companies covered include Accenture Plc, Business Support Solution SA, Call Center Inter Galactica Sp. z o.o., Computer Generated Solutions Inc., HCL Technologies Limited, IBM Corporation, Infosys Limited, Qcom Outsourcing Ltd., Tata Consultancy Services Ltd. (Tata Group), Wipro Limited, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.
Key Questions Answered in This Report:
- How has the global help desk outsourcing market performed so far, and how will it perform in the coming years?
- What are the drivers, restraints, and opportunities in the global help desk outsourcing market?
- What is the impact of each driver, restraint, and opportunity on the global help desk outsourcing market?
- What are the key regional markets?
- Which countries represent the most attractive help desk outsourcing market?
- What is the breakup of the market based on the type?
- Which is the most attractive type in the help desk outsourcing market?
- What is the breakup of the market based on the service type?
- Which is the most attractive service type in the help desk outsourcing market?
- What is the breakup of the market based on the organization size?
- Which is the most attractive organization size in the help desk outsourcing market?
- What is the breakup of the market based on the industry verticals?
- Which is the most attractive industry verticals in the help desk outsourcing market?
- What is the competitive structure of the global help desk outsourcing market?
- Who are the key players/companies in the global help desk outsourcing market?
Table of Contents
1 Preface
2 Scope and Methodology
- 2.1 Objectives of the Study
- 2.2 Stakeholders
- 2.3 Data Sources
- 2.3.1 Primary Sources
- 2.3.2 Secondary Sources
- 2.4 Market Estimation
- 2.4.1 Bottom-Up Approach
- 2.4.2 Top-Down Approach
- 2.5 Forecasting Methodology
3 Executive Summary
4 Introduction
- 4.1 Overview
- 4.2 Key Industry Trends
5 Global Help Desk Outsourcing Market
- 5.1 Market Overview
- 5.2 Market Performance
- 5.3 Impact of COVID-19
- 5.4 Market Forecast
6 Market Breakup by Type
- 6.1 Outsourced Level 1 and Level 2
- 6.1.1 Market Trends
- 6.1.2 Market Forecast
- 6.2 Outsourced Technical Helpdesk
- 6.2.1 Market Trends
- 6.2.2 Market Forecast
7 Market Breakup by Service Type
- 7.1 Legal Services
- 7.1.1 Market Trends
- 7.1.2 Market Forecast
- 7.2 Facilities Management
- 7.2.1 Market Trends
- 7.2.2 Market Forecast
- 7.3 HR Services
- 7.3.1 Market Trends
- 7.3.2 Market Forecast
- 7.4 Finance and Accounting
- 7.4.1 Market Trends
- 7.4.2 Market Forecast
- 7.5 Others
- 7.5.1 Market Trends
- 7.5.2 Market Forecast
8 Market Breakup by Organization Size
- 8.1 Large Enterprises
- 8.1.1 Market Trends
- 8.1.2 Market Forecast
- 8.2 Small and Medium-sized Enterprises
- 8.2.1 Market Trends
- 8.2.2 Market Forecast
9 Market Breakup by Industry Verticals
- 9.1 Automotive
- 9.1.1 Market Trends
- 9.1.2 Market Forecast
- 9.2 Consumer Goods
- 9.2.1 Market Trends
- 9.2.2 Market Forecast
- 9.3 IT (Information Technology)
- 9.3.1 Market Trends
- 9.3.2 Market Forecast
- 9.4 Telecommunication
- 9.4.1 Market Trends
- 9.4.2 Market Forecast
- 9.5 Others
- 9.5.1 Market Trends
- 9.5.2 Market Forecast
10 Market Breakup by Region
- 10.1 North America
- 10.1.1 United States
- 10.1.1.1 Market Trends
- 10.1.1.2 Market Forecast
- 10.1.2 Canada
- 10.1.2.1 Market Trends
- 10.1.2.2 Market Forecast
- 10.1.1 United States
- 10.2 Asia-Pacific
- 10.2.1 China
- 10.2.1.1 Market Trends
- 10.2.1.2 Market Forecast
- 10.2.2 Japan
- 10.2.2.1 Market Trends
- 10.2.2.2 Market Forecast
- 10.2.3 India
- 10.2.3.1 Market Trends
- 10.2.3.2 Market Forecast
- 10.2.4 South Korea
- 10.2.4.1 Market Trends
- 10.2.4.2 Market Forecast
- 10.2.5 Australia
- 10.2.5.1 Market Trends
- 10.2.5.2 Market Forecast
- 10.2.6 Indonesia
- 10.2.6.1 Market Trends
- 10.2.6.2 Market Forecast
- 10.2.7 Others
- 10.2.7.1 Market Trends
- 10.2.7.2 Market Forecast
- 10.2.1 China
- 10.3 Europe
- 10.3.1 Germany
- 10.3.1.1 Market Trends
- 10.3.1.2 Market Forecast
- 10.3.2 France
- 10.3.2.1 Market Trends
- 10.3.2.2 Market Forecast
- 10.3.3 United Kingdom
- 10.3.3.1 Market Trends
- 10.3.3.2 Market Forecast
- 10.3.4 Italy
- 10.3.4.1 Market Trends
- 10.3.4.2 Market Forecast
- 10.3.5 Spain
- 10.3.5.1 Market Trends
- 10.3.5.2 Market Forecast
- 10.3.6 Russia
- 10.3.6.1 Market Trends
- 10.3.6.2 Market Forecast
- 10.3.7 Others
- 10.3.7.1 Market Trends
- 10.3.7.2 Market Forecast
- 10.3.1 Germany
- 10.4 Latin America
- 10.4.1 Brazil
- 10.4.1.1 Market Trends
- 10.4.1.2 Market Forecast
- 10.4.2 Mexico
- 10.4.2.1 Market Trends
- 10.4.2.2 Market Forecast
- 10.4.3 Others
- 10.4.3.1 Market Trends
- 10.4.3.2 Market Forecast
- 10.4.1 Brazil
- 10.5 Middle East and Africa
- 10.5.1 Market Trends
- 10.5.2 Market Breakup by Country
- 10.5.3 Market Forecast
11 Drivers, Restraints, and Opportunities
- 11.1 Overview
- 11.2 Drivers
- 11.3 Restraints
- 11.4 Opportunities
12 Value Chain Analysis
13 Porters Five Forces Analysis
- 13.1 Overview
- 13.2 Bargaining Power of Buyers
- 13.3 Bargaining Power of Suppliers
- 13.4 Degree of Competition
- 13.5 Threat of New Entrants
- 13.6 Threat of Substitutes
14 Price Analysis
15 Competitive Landscape
- 15.1 Market Structure
- 15.2 Key Players
- 15.3 Profiles of Key Players
- 15.3.1 Accenture Plc
- 15.3.1.1 Company Overview
- 15.3.1.2 Product Portfolio
- 15.3.1.3 Financials
- 15.3.1.4 SWOT Analysis
- 15.3.2 Business Support Solution SA
- 15.3.2.1 Company Overview
- 15.3.2.2 Product Portfolio
- 15.3.3 Call Center Inter Galactica Sp. z o.o.
- 15.3.3.1 Company Overview
- 15.3.3.2 Product Portfolio
- 15.3.4 Computer Generated Solutions Inc.
- 15.3.4.1 Company Overview
- 15.3.4.2 Product Portfolio
- 15.3.5 HCL Technologies Limited
- 15.3.5.1 Company Overview
- 15.3.5.2 Product Portfolio
- 15.3.5.3 Financials
- 15.3.5.4 SWOT Analysis
- 15.3.6 IBM Corporation
- 15.3.6.1 Company Overview
- 15.3.6.2 Product Portfolio
- 15.3.6.3 Financials
- 15.3.6.4 SWOT Analysis
- 15.3.7 Infosys Limited
- 15.3.7.1 Company Overview
- 15.3.7.2 Product Portfolio
- 15.3.7.3 Financials
- 15.3.7.4 SWOT Analysis
- 15.3.8 Qcom Outsourcing Ltd.
- 15.3.8.1 Company Overview
- 15.3.8.2 Product Portfolio
- 15.3.9 Tata Consultancy Services Ltd. (Tata Group)
- 15.3.9.1 Company Overview
- 15.3.9.2 Product Portfolio
- 15.3.9.3 Financials
- 15.3.9.4 SWOT Analysis
- 15.3.10 Wipro Limited
- 15.3.10.1 Company Overview
- 15.3.10.2 Product Portfolio
- 15.3.10.3 Financials
- 15.3.10.4 SWOT Analysis
- 15.3.1 Accenture Plc
Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.
List of Figures
- Figure 1: Global: Help Desk Outsourcing Market: Major Drivers and Challenges
- Figure 2: Global: Help Desk Outsourcing Market: Sales Value (in Billion US$), 2018-2023
- Figure 3: Global: Help Desk Outsourcing Market Forecast: Sales Value (in Billion US$), 2024-2032
- Figure 4: Global: Help Desk Outsourcing Market: Breakup by Type (in %), 2023
- Figure 5: Global: Help Desk Outsourcing Market: Breakup by Service Type (in %), 2023
- Figure 6: Global: Help Desk Outsourcing Market: Breakup by Organization Size (in %), 2023
- Figure 7: Global: Help Desk Outsourcing Market: Breakup by Industry Verticals (in %), 2023
- Figure 8: Global: Help Desk Outsourcing Market: Breakup by Region (in %), 2023
- Figure 9: Global: Help Desk Outsourcing (Outsourced Level 1 and Level 2) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 10: Global: Help Desk Outsourcing (Outsourced Level 1 and Level 2) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 11: Global: Help Desk Outsourcing (Outsourced Technical Helpdesk) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 12: Global: Help Desk Outsourcing (Outsourced Technical Helpdesk) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 13: Global: Help Desk Outsourcing (Legal Services) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 14: Global: Help Desk Outsourcing (Legal Services) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 15: Global: Help Desk Outsourcing (Facilities Management) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 16: Global: Help Desk Outsourcing (Facilities Management) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 17: Global: Help Desk Outsourcing (HR Services) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 18: Global: Help Desk Outsourcing (HR Services) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 19: Global: Help Desk Outsourcing (Finance and Accounting) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 20: Global: Help Desk Outsourcing (Finance and Accounting) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 21: Global: Help Desk Outsourcing (Other Service Types) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 22: Global: Help Desk Outsourcing (Other Service Types) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 23: Global: Help Desk Outsourcing (Large Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 24: Global: Help Desk Outsourcing (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 25: Global: Help Desk Outsourcing (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 26: Global: Help Desk Outsourcing (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 27: Global: Help Desk Outsourcing (Automotive) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 28: Global: Help Desk Outsourcing (Automotive) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 29: Global: Help Desk Outsourcing (Consumer Goods) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 30: Global: Help Desk Outsourcing (Consumer Goods) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 31: Global: Help Desk Outsourcing (IT (Information Technology)) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 32: Global: Help Desk Outsourcing (IT (Information Technology)) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 33: Global: Help Desk Outsourcing (Telecommunication) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 34: Global: Help Desk Outsourcing (Telecommunication) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 35: Global: Help Desk Outsourcing (Other Industry Verticals) Market: Sales Value (in Million US$), 2018 & 2023
- Figure 36: Global: Help Desk Outsourcing (Other Industry Verticals) Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 37: North America: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 38: North America: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 39: United States: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 40: United States: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 41: Canada: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 42: Canada: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 43: Asia-Pacific: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 44: Asia-Pacific: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 45: China: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 46: China: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 47: Japan: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 48: Japan: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 49: India: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 50: India: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 51: South Korea: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 52: South Korea: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 53: Australia: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 54: Australia: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 55: Indonesia: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 56: Indonesia: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 57: Others: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 58: Others: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 59: Europe: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 60: Europe: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 61: Germany: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 62: Germany: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 63: France: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 64: France: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 65: United Kingdom: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 66: United Kingdom: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 67: Italy: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 68: Italy: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 69: Spain: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 70: Spain: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 71: Russia: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 72: Russia: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 73: Others: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 74: Others: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 75: Latin America: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 76: Latin America: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 77: Brazil: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 78: Brazil: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 79: Mexico: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 80: Mexico: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 81: Others: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 82: Others: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 83: Middle East and Africa: Help Desk Outsourcing Market: Sales Value (in Million US$), 2018 & 2023
- Figure 84: Middle East and Africa: Help Desk Outsourcing Market: Breakup by Country (in %), 2023
- Figure 85: Middle East and Africa: Help Desk Outsourcing Market Forecast: Sales Value (in Million US$), 2024-2032
- Figure 86: Global: Help Desk Outsourcing Industry: Drivers, Restraints, and Opportunities
- Figure 87: Global: Help Desk Outsourcing Industry: Value Chain Analysis
- Figure 88: Global: Help Desk Outsourcing Industry: Porter's Five Forces Analysis
List of Tables
- Table 1: Global: Help Desk Outsourcing Market: Key Industry Highlights, 2023 & 2032
- Table 2: Global: Help Desk Outsourcing Market Forecast: Breakup by Type (in Million US$), 2024-2032
- Table 3: Global: Help Desk Outsourcing Market Forecast: Breakup by Service Type (in Million US$), 2024-2032
- Table 4: Global: Help Desk Outsourcing Market Forecast: Breakup by Organization Size (in Million US$), 2024-2032
- Table 5: Global: Help Desk Outsourcing Market Forecast: Breakup by Industry Verticals (in Million US$), 2024-2032
- Table 6: Global: Help Desk Outsourcing Market Forecast: Breakup by Region (in Million US$), 2024-2032
- Table 7: Global: Help Desk Outsourcing Market: Competitive Structure
- Table 8: Global: Help Desk Outsourcing Market: Key Players
