The Global Market for Call Centers is Projected to Reach US$481 Billion by 2024


Growing Investments in New Digital Technologies to Positively Influence Growth in the Call Centers Market, According to a New Report by Global Industry Analysts, Inc.

GIA launches comprehensive analysis of industry segments, trends, growth drivers, market share, size and demand forecasts on the global Call Centers market. The global market for Call Centers is projected to reach US$481 billion by 2024, driven by growing investments in new digital technologies including cloud solutions and Artificial Intelligence that offer improved customer services.

Traditionally focused on service side of business, call centers of today are increasingly turning into profit centers, serving marketing, promotional and sales activity. The new generation call centers are rapidly evolving into futuristic, modern set ups geared to meet complex requirements of the customer. By embracing different communication mediums and emerging technologies, call centers of today have evolved into more into Contact Centers rather than just being limited to calling operations. Changing market conditions such as increasing business competition, changes in the economy and conservatism among customers have all helped call centers to expand their client base.

With digital transformation, or the application of state-of-the-art technologies completely restructuring the next-generation business environment, call centers are increasingly adapting new technologies to improve consumer experience and offer comprehensive customer services. There has been a significant shift over the last few years from voice-centric centers to omni-channel customer experience centers featuring multitude of applications and new channels. Advanced technologies such as Artificial Intelligence, Chatbots, Voice Assistants, big data analytics, remote workforce and video-based collaboration, and sophisticated CRM tools are among a host of next-gen technologies being used in modern call centers. The recent years witnessed social media assuming greater importance than ever before in the call center operations. Today, call centers are interacting with their customers in many different ways, including social media, text, email and webchat.

As stated by the new market research report on Call Centers, the U.S. represents the largest market worldwide. Asia-Pacific is forecast to emerge as the fastest growing market with a CAGR of 12.5% over the analysis period. Growth in the region is led by rise in offshore call center establishments, both captive as well as outsourced facilities of global majors, expanding small and medium scale business markets, growing penetration of mobile devices, steady economic growth, and easy availability of educated personnel with high multilingual communication skills. 

Major players in the market include [24]7 Inc., Alliance Data Systems Inc., Alorica Inc , Atento,  ATOS S.A., BT Communications (Ireland) Limited, Concentrix, Capita Customer Management Limited, Convergys Corp., Entel Call Center, EXL Service Holdings Inc., Genpact, HCL BPO Services NI Ltd, IBEX Global, IBM Global Process Services Pvt. Ltd, Plusoft Informatica Ltd, Sitel, Sykes Enterprises Inc., Tata Consultancy Services Limited, Teleperformance SA, West Corporation, and Wipro among others.  

The research report titled “Call Centers: A Global Strategic Business Report” announced by Global Industry Analysts Inc., provides a comprehensive review of market trends, issues, drivers, mergers, acquisitions and other strategic industry activities of global companies.  The report provides market estimates and projections for all major geographic markets such as the US, Canada, Japan, Europe (France, Germany, Italy, UK, Spain, Russia, Ireland, the Netherlands, Sweden, and Rest of Europe), Asia-Pacific (Australia, China, India, The Philippines, Singapore, and Rest of Asia-Pacific), Latin America (Brazil, Mexico and Rest of Latin America) and Rest of World.

For enquiries e-mail us at rsd@strategyr.com or info411@strategyr.com.
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Global Industry Analysts, Inc. 6150 Hellyer Ave., San Jose CA 95138, USA, All Rights Reserved.

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