Customer Care BPO Market Forecast to 2028 - Global Analysis By Solution and End User

List of Tables

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.

Consumers are increasingly adopting digitization, owing to which organizations are focusing more on enhancing customer experience through various technological advancements such as artificial intelligence (AI), augmented reality (AR), and virtual reality (VR). Countries such as India, China, South Africa, the Philippines, and Vietnam are becoming favorable locations for customer care BPO due to the availability of well-educated and low-cost labor. Owing to this, developed economies such as the US, Germany, England, and Japan are leveraging the cost-effectiveness of developing countries by outsourcing customer care services to these developing economies. For instance, in August 2020, Echelon Solutions Group, LLC announced signing a partnership agreement with SixAce Global, an Indian company that offers end-to-end consultancy and outsourcing services to clients across India, the US, Canada, and Australia. With this partnership, Echelon planned to include business process outsourcing services as part of its portfolio. Such cost-effectiveness of the developing countries is propelling the customer care BPO market growth.

The BFSI sector is witnessing the rising adoption of digital-savvy banking, leading to a rise in customer queries. An increase in competition is evident in the sector, with new entrants competing with established players. Owing to such fierce competition, key BFSI players focus on acquiring customers and serving them efficiently, along with gaining more customers and retaining the existing ones. Owing to priorities, the adoption of customer care services is high in the BFSI sector. Moreover, government initiatives to promote cashless economies and technologically advanced credit management and payment and bring modifications in consumer behavior are changing the way financial service firms are operating and competing in the customer care BPO market. Such factors are propelling the customer care BPO market growth in the BFSI industry.

Businesses in the retail & e-commerce sector provide customer care services to streamline their operations and keep up with technological developments. Through customer care services, the sector offers front-end or back-end services to its customers through inbound/outbound call centers, live chats, e-mails, etc. The implementation of new technologies requires a transformation in the overall working of the organization. Furthermore, various advancements in customer care service in the e-commerce industry, such as chatbots and live chat, are helping reduce back-office operations. These customer care services help e-commerce businesses reduce costs associated with back-office operations, along with providing an enhanced customer experience. Fast-changing customer demands, and higher customer expectations are a few of the challenges faced by the retail industry. Customer care services allow retail enterprises to understand changing demands, based on which they can alter offerings to increase customer satisfaction. By outsourcing these customer services, retail and e-commerce organizations can reduce the cost and time involved in training resources, along with lowering relevant investments required for modifying their infrastructure. BPO services providers have abundant resources and expertise to effectively and quickly complete customer care operations without compromising the quality of services.

The customer care BPO market is segmented based on solution, end user, and geography. Based on solution, the customer care BPO market is categorized into nearshore outsourcing, onshore outsourcing, and offshore outsourcing. Based on end user, the customer care BPO market is segmented into IT and telecommunication, BFSI, retail and e-commerce, manufacturing, transport and logistics, healthcare and pharmaceutical, media and communication, automotive, and others. By geography, the customer care BPO market is segmented into North America, Europe, Asia Pacific, the Middle East & Africa, and South America.

lorica Inc, Telus International Cda Inc, Simply Contact International, Comdata SpA, Concentrix Corp, Foundever Operating Corp, Front Logix Solutions LLC, TTEC Holdings Inc, Teleperformance SE, and Webhelp Inc are among the key market players operating in the customer care BPO market that are profiled in this market study.

The overall customer care BPO market size has been derived using both primary and secondary sources. Exhaustive secondary research has been conducted using internal and external sources to obtain qualitative and quantitative information related to the customer care BPO market. The process also helps obtain an overview and forecast of the market with respect to all the market segments. Also, multiple primary interviews have been conducted with industry participants to validate the data and gain analytical insights. This process includes industry experts such as VPs, business development managers, market intelligence managers, and national sales managers, along with external consultants such as valuation experts, research analysts, and key opinion leaders, specializing in the customer care BPO market.

Reasons to Buy:

Save and reduce time carrying out entry-level research by identifying the growth, size, leading players, and segments in the customer care BPO market
Highlights key business priorities to assist companies in realigning their business strategies
The key findings and recommendations, such as specific country and segmental insight, highlight crucial progressive industry trends in the customer care BPO market, allowing players across the value chain to develop effective long-term strategies.
Develop/modify business expansion plans by using substantial growth offering developed and emerging markets
Scrutinize in-depth market trends and outlook coupled with the factors driving the market, as well as those hindering it
Enhance the decision-making process by understanding the strategies that underpin commercial interest concerning client products, segmentation, pricing, and distribution

Product Code: TIPRE00005602

1. Introduction

1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
- 1.3.1 Customer Care BPO Market - By Solution
- 1.3.2 Customer Care BPO Market - By End User
- 1.3.3 Customer Care BPO Market- By Region

2. Key Takeaways

3. Research Methodology

3.1 Coverage
3.2 Secondary Research
3.3 Primary Research

4. Customer Care BPO Market Landscape

4.1 Market Overview
4.2 PEST Analysis
- 4.2.1 North America
- 4.2.2 Europe
- 4.2.3 APAC
- 4.2.4 MEA
- 4.2.5 SAM
4.3 Ecosystem Analysis
4.4 Expert Opinion

5. Customer Care BPO Market - Key Market Dynamics

5.1 Market Drivers
- 5.1.1 Rising Focus of Organizations on Ensuring Greater Customer Satisfaction
- 5.1.2 Huge Cost Benefits Conferred by Outsourcing Customer Care Services
5.2 Restraint
- 5.2.1 Concerns Regarding Data Security and Privacy
- 5.2.2 Overdependence on External Service Providers
5.3 Opportunity
- 5.3.1 Progressive IT and Telecommunications Sector
5.4 Future Trend
- 5.4.1 Emergence of Technologies such as Artificial Intelligence and Cloud Computing
5.5 Impact Analysis of Drivers and Restraints

6. Customer Care BPO Market - Global Analysis

6.1 Global Customer Care BPO Market Overview
6.2 Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
6.3 Market Positioning - Five Key Players

7. Customer Care BPO Market Analysis - By Solution

7.1 Overview
7.2 Customer Care BPO Market, By Solution (2022 and 2028)
7.3 Nearshore Outsourcing
- 7.3.1 Overview
- 7.3.2 Nearshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
7.4 Onshore Outsourcing
- 7.4.1 Overview
- 7.4.2 Onshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
7.5 Offshore Outsourcing
- 7.5.1 Overview
- 7.5.2 Offshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)

8. Customer Care BPO Market Analysis - By End User

8.1 Overview
8.2 Customer Care BPO Market, By End User (2022 and 2028)
8.3 IT and Telecommunication
- 8.3.1 Overview
- 8.3.2 IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.4 BFSI
- 8.4.1 Overview
- 8.4.2 BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.5 Retail and E-Commerce
- 8.5.1 Overview
- 8.5.2 Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.6 Manufacturing
- 8.6.1 Overview
- 8.6.2 Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.7 Transport and Logistics
- 8.7.1 Overview
- 8.7.2 Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.8 Healthcare and Pharmaceutical
- 8.8.1 Overview
- 8.8.2 Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.9 Media and Communication
- 8.9.1 Overview
- 8.9.2 Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.10 Automotive
- 8.10.1 Overview
- 8.10.2 Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.11 Others
- 8.11.1 Overview
- 8.11.2 Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)

9. Customer Care BPO Market - Geographic Analysis

9.1 Overview
9.2 North America: Customer Care BPO Market
- 9.2.1 Overview
- 9.2.2 North America Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
- 9.2.3 North America Customer Care BPO Market Breakdown, By Solution
- 9.2.4 North America Customer Care BPO Market Breakdown, By End User
- 9.2.5 North America Customer Care BPO Market Breakdown, by Country
  - 9.2.5.1 US Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.2.5.1.1 US Customer Care BPO Market Breakdown, By Solution
    - 9.2.5.1.2 US Customer Care BPO Market Breakdown, By End User
  - 9.2.5.2 Canada Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.2.5.2.1 Canada Customer Care BPO Market Breakdown, By Solution
    - 9.2.5.2.2 Canada Customer Care BPO Market Breakdown, By End User
  - 9.2.5.3 Mexico Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.2.5.3.1 Mexico Customer Care BPO Market Breakdown, By Solution
    - 9.2.5.3.2 Mexico Customer Care BPO Market Breakdown, By End User
9.3 Europe: Customer Care BPO Market
- 9.3.1 Overview
- 9.3.2 Europe Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
- 9.3.3 Europe Customer Care BPO Market Breakdown, By Solution
- 9.3.4 Europe Customer Care BPO Market Breakdown, By End User
- 9.3.5 Europe Customer Care BPO Market Breakdown, by Country
  - 9.3.5.1 Germany Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.3.5.1.1 Germany Customer Care BPO Market Breakdown, By Solution
    - 9.3.5.1.2 Germany Customer Care BPO Market Breakdown, By End User
  - 9.3.5.2 UK Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.3.5.2.1 UK Customer Care BPO Market Breakdown, By Solution
    - 9.3.5.2.2 UK Customer Care BPO Market Breakdown, By End User
  - 9.3.5.3 France Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.3.5.3.1 France Customer Care BPO Market Breakdown, By Solution
    - 9.3.5.3.2 France Customer Care BPO Market Breakdown, By End User
  - 9.3.5.4 Italy Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.3.5.4.1 Italy Customer Care BPO Market Breakdown, By Solution
    - 9.3.5.4.2 Italy Customer Care BPO Market Breakdown, By End User
  - 9.3.5.5 Russia Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.3.5.5.1 Russia Customer Care BPO Market Breakdown, By Solution
    - 9.3.5.5.2 Russia Customer Care BPO Market Breakdown, By End User
  - 9.3.5.6 Rest of Europe Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.3.5.6.1 Rest of Europe Customer Care BPO Market Breakdown, By Solution
    - 9.3.5.6.2 Rest of Europe Customer Care BPO Market Breakdown, By End User
9.4 Asia Pacific: Customer Care BPO Market
- 9.4.1 Overview
- 9.4.2 Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
- 9.4.3 Asia Pacific Customer Care BPO Market Breakdown, By Solution
- 9.4.4 Asia Pacific Customer Care BPO Market Breakdown, By End User
- 9.4.5 Asia Pacific Customer Care BPO Market Breakdown, by Country
  - 9.4.5.1 China Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.4.5.1.1 China Customer Care BPO Market Breakdown, By Solution
    - 9.4.5.1.2 China Customer Care BPO Market Breakdown, By End User
  - 9.4.5.2 Japan Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.4.5.2.1 Japan Customer Care BPO Market Breakdown, By Solution
    - 9.4.5.2.2 Japan Customer Care BPO Market Breakdown, By End User
  - 9.4.5.3 South Korea Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.4.5.3.1 South Korea Customer Care BPO Market Breakdown, By Solution
    - 9.4.5.3.2 South Korea Customer Care BPO Market Breakdown, By End User
  - 9.4.5.4 India Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.4.5.4.1 India Customer Care BPO Market Breakdown, By Solution
    - 9.4.5.4.2 India Customer Care BPO Market Breakdown, By End User
  - 9.4.5.5 Australia Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.4.5.5.1 Australia Customer Care BPO Market Breakdown, By Solution
    - 9.4.5.5.2 Australia Customer Care BPO Market Breakdown, By End User
  - 9.4.5.6 Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.4.5.6.1 Rest of Asia Pacific Customer Care BPO Market Breakdown, By Solution
    - 9.4.5.6.2 Rest of Asia Pacific Customer Care BPO Market Breakdown, By End User
9.5 Middle East & Africa: Customer Care BPO Market
- 9.5.1 Overview
- 9.5.2 Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
- 9.5.3 Middle East & Africa Customer Care BPO Market Breakdown, By Solution
- 9.5.4 Middle East & Africa Customer Care BPO Market Breakdown, By End User
- 9.5.5 Middle East & Africa Customer Care BPO Market Breakdown, by Country
  - 9.5.5.1 Saudi Arabia Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.5.5.1.1 Saudi Arabia Customer Care BPO Market Breakdown, By Solution
    - 9.5.5.1.2 Saudi Arabia Customer Care BPO Market Breakdown, By End User
  - 9.5.5.2 UAE Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.5.5.2.1 UAE Customer Care BPO Market Breakdown, By Solution
    - 9.5.5.2.2 UAE Customer Care BPO Market Breakdown, By End User
  - 9.5.5.3 South Africa Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.5.5.3.1 South Africa Customer Care BPO Market Breakdown, By Solution
    - 9.5.5.3.2 South Africa Customer Care BPO Market Breakdown, By End User
  - 9.5.5.4 Rest of Middle East & Africa Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.5.5.4.1 Rest of Middle East & Africa Customer Care BPO Market Breakdown, By Solution
    - 9.5.5.4.2 Rest of Middle East & Africa Customer Care BPO Market Breakdown, By End User
9.6 South America: Customer Care BPO Market
- 9.6.1 Overview
- 9.6.2 South America Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
- 9.6.3 South America Customer Care BPO Market Breakdown, By Solution
- 9.6.4 South America Customer Care BPO Market Breakdown, By End User
- 9.6.5 South America Customer Care BPO Market Breakdown, by Country
  - 9.6.5.1 Brazil Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.6.5.1.1 Brazil Customer Care BPO Market Breakdown, By Solution
    - 9.6.5.1.2 Brazil Customer Care BPO Market Breakdown, By End User
  - 9.6.5.2 Argentina Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.6.5.2.1 Argentina Customer Care BPO Market Breakdown, By Solution
    - 9.6.5.2.2 Argentina Customer Care BPO Market Breakdown, By End User
  - 9.6.5.3 Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028
    - 9.6.5.3.1 Rest of SAM Customer Care BPO Market Breakdown, By Solution
    - 9.6.5.3.2 Rest of SAM Customer Care BPO Market Breakdown, By End User

10. Impact of COVID-19 Pandemic on Global Customer Care BPO Market

10.1 Overview
10.2 North America: Impact Assessment of Covid-19 Pandemic
10.3 Europe: Impact Assessment of Covid-19 Pandemic
10.4 Asia Pacific: Impact Assessment of Covid-19 Pandemic
10.5 Middle East & Africa: Impact Assessment of Covid-19 Pandemic
10.6 South America: Impact Assessment of Covid-19 Pandemic

11. Industry Landscape

11.1 Overview
11.2 Market Initiative
11.3 Merger and Acquisition

12. Company Profiles

12.1 Comdata SpA
- 12.1.1 Key Facts
- 12.1.2 Business Description
- 12.1.3 Products and Services
- 12.1.4 Financial Overview
- 12.1.5 SWOT Analysis
- 12.1.6 Key Developments
12.2 Concentrix Corp
- 12.2.1 Key Facts
- 12.2.2 Business Description
- 12.2.3 Products and Services
- 12.2.4 Financial Overview
- 12.2.5 SWOT Analysis
- 12.2.6 Key Developments
12.3 Telus International Cda Inc
- 12.3.1 Key Facts
- 12.3.2 Business Description
- 12.3.3 Products and Services
- 12.3.4 Financial Overview
- 12.3.5 SWOT Analysis
- 12.3.6 Key Developments
12.4 Simply Contact International
- 12.4.1 Key Facts
- 12.4.2 Business Description
- 12.4.3 Products and Services
- 12.4.4 Financial Overview
- 12.4.5 SWOT Analysis
- 12.4.6 Key Developments
12.5 Foundever Operating Corp
- 12.5.1 Key Facts
- 12.5.2 Business Description
- 12.5.3 Products and Services
- 12.5.4 Financial Overview
- 12.5.5 SWOT Analysis
- 12.5.6 Key Developments
12.6 Front Logix Solutions LLC
- 12.6.1 Key Facts
- 12.6.2 Business Description
- 12.6.3 Products and Services
- 12.6.4 Financial Overview
- 12.6.5 SWOT Analysis
- 12.6.6 Key Developments
12.7 TTEC Holdings Inc
- 12.7.1 Key Facts
- 12.7.2 Business Description
- 12.7.3 Products and Services
- 12.7.4 Financial Overview
- 12.7.5 SWOT Analysis
- 12.7.6 Key Developments
12.8 Teleperformance SE
- 12.8.1 Key Facts
- 12.8.2 Business Description
- 12.8.3 Products and Services
- 12.8.4 Financial Overview
- 12.8.5 SWOT Analysis
- 12.8.6 Key Developments
12.9 Webhelp Inc
- 12.9.1 Key Facts
- 12.9.2 Business Description
- 12.9.3 Products and Services
- 12.9.4 Financial Overview
- 12.9.5 SWOT Analysis
- 12.9.6 Key Developments
12.10 Alorica Inc
- 12.10.1 Key Facts
- 12.10.2 Business Description
- 12.10.3 Products and Services
- 12.10.4 Financial Overview
- 12.10.5 SWOT Analysis
- 12.10.6 Key Developments

13. Appendix

13.1 About The Insight Partners
13.2 Word Index