Customer Experience Outsourcing Services Market Size, Share, Competitive Landscape and Trend Analysis Report, by Service Type, by Support Channel, by End-User : Global Opportunity Analysis and Industry Forecast, 2024-2032

Key market dynamics 

The global customer experience outsourcing services market growth is significantly rising due to several factors such as the growing popularity of automated customer services among businesses, and growth in digital transformation. However, the lack of skilled experts in some regions and unawareness of technology act as restraints for the customer experience outsourcing services market. In addition, an increase in spending on IT infrastructure in some of the developing countries will provide ample opportunities for the market's development during the forecast period.  

Support Channel Preference of Consumers 

Consumers' support channel preferences are increasingly leaning towards digital and self-service options, reflecting the broader trend of digital transformation in customer service. With the proliferation of smartphones and internet access, customers now prefer channels such as phone calls, live chat, social media, and mobile apps for their convenience. However, while digital channels are on the rise, there remains a huge portion of consumers who prefer traditional methods like phone support, especially for more complex or sensitive issues. As per the published article by CGS, Inc., in June 2022, nearly 69% of customers prefer phone calls over other support channels, 54% of customers prefer email and about 46% customers prefer live chats.  

FIGURE 1: Support Channel Preference of Consumers (%)  

Market Segmentation 

The customer experience outsourcing services market size is segmented into service type, support channel, end-user, and region. On the basis of service type, the market is divided into inbound and outbound. On the basis of support channel, the market is bifurcated into voice and non-voice. On the basis of end-user, the market is bifurcated into automotive, BFSI, healthcare, manufacturing, media & entertainment, IT & telecommunications, education, retail & e-commerce, travel & hospitality, and others. Region-wise, the market is analyzed across North America, Europe, Asia-Pacific, Latin America and Middle East and Africa. 

Regional/Country Market Outlook 

The global customer experience outsourcing services market is experiencing substantial growth, with North America playing a pivotal role in this expansion. North America leads the market, propelled by robust technological infrastructure, significant investments in smart technologies, and stringent safety regulations that encourage the integration of advanced customer experience outsourcing services solutions. Europe follows closely, with countries like Germany and the UK at the forefront, leveraging customer experience outsourcing services solutions. In the Asia-Pacific region, rapid digitalization and increasing awareness of smart solutions are driving the adoption of customer experience outsourcing services, particularly in China and Japan, where government initiatives support technological advancements. 

• In October 2023, the UK government raised $6.09 billion investment framework for public sector organizations to purchase outsourced contact center and business process services over the next four years. 

• In January 2023, the Japanese government introduced an additional scheme for IT application by government organizations and made online application of IT software possible. 

Industry Trends: 

• In April 2023, the Reserve Bank of India launched detailed norms for the outsourcing of IT services by banks, NBFCs, and other regulated financial sector entities to ensure that such arrangements do not undermine their responsibilities and obligations to customers. 

• In November 2023, the Government of Canada allocated $669,650 million for the contract that aims to explore efficient utilization and investment of tax dollars. This move comes as the Canadian government's spending on outsourcing has surged, contrary to the Liberals' 2015 pledge to reduce reliance on external consultants.   

Competitive Landscape 

The major players operating in the customer experience outsourcing services market share include Teleperformance SA, Acquire BPO, Concentrix, Datacom, PROBE Group, Serco, Sitel, Startek, Stellar Global Solutions and SYKES. 

Recent Key Strategies and Developments 

• In July 2023, NTT DATA launched an outsourcing service for security management (MDR service) to prevent incidents and minimize damage when incidents occur. 

• In March 2023, Rimini Street, Inc. launched Rimini ONE, its outsourcing service program designed to offer a comprehensive set of unified integrated services to run, manage, support, customize, configure, and optimize enterprise applications and software. 

Key Sources Referred 

1. GEP 

2. Asian Development 

3. Sourcing Industry Group 

4. Harvard Business Review 

5. ResearchGate 

Key Benefits for Stakeholders 

• This report provides a quantitative analysis of the customer experience outsourcing services Market forecast segments, current trends, estimations, and dynamics of the customer experience outsourcing services market analysis from 2023 to 2032 to identify the prevailing customer experience outsourcing services market opportunities. 

• Market research is offered along with information related to key drivers, restraints, and opportunities. 

• Porter's five forces analysis highlights the potency of buyers and suppliers to enable stakeholders to make profit-oriented business decisions and strengthen their supplier-buyer network. 

• In-depth analysis of the customer experience outsourcing services market segmentation assists to determine the prevailing market opportunities. 

• Major countries in each region are mapped according to their revenue contribution to the global customer experience outsourcing services Market Statistics. 

• Market player positioning facilitates benchmarking and provides a clear understanding of the present position of the market players. 

• The report includes the analysis of the regional and global customer experience outsourcing services market trends, key players, market segments, application areas, and market growth strategies.