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 Call Centre - Global Market Share and Ranking, Overall Sales and Demand Forecast 2025-2031
The global market for Call Centre was estimated to be worth US$ 97678 million in 2024 and is forecast to a readjusted size of US$ 133079 million by 2031 with a CAGR of 4.5% during the forecast peri... もっと見る
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SummaryThe global market for Call Centre was estimated to be worth US$ 97678 million in 2024 and is forecast to a readjusted size of US$ 133079 million by 2031 with a CAGR of 4.5% during the forecast period 2025-2031.Call Centre, also known as Customer Service Call Centre, is a service provider that uses modern communication means to centralize the process of interaction with customers. It usually uses computer communication technology to handle telephone inquiries, especially with the ability to handle a large number of calls simultaneously, and also has a caller number display function that automatically assigns incoming calls to personnel with the appropriate skills to handle them, and can record and store all incoming call information. The global call centre market has developed into a central component of modern customer experience management, with steady growth driven by the expansion of digital services, e-commerce, and consumer expectations for round-the-clock support. Traditional voice-based services remain important, but the industry has expanded into multichannel and omnichannel solutions including chat, email, video, and social media. Increasing adoption of automation, AI-driven chatbots, and cloud-based platforms has helped operators improve efficiency, reduce costs, and meet clients’ evolving demands. Outsourcing continues to be a strong driver, as many enterprises in banking, telecom, healthcare, and retail sectors prefer to rely on specialized service providers for scalability and multilingual support. At the same time, nearshore and offshore call centres in emerging economies benefit from cost competitiveness and large pools of skilled agents. Regionally, North America represents one of the largest markets due to its concentration of enterprises and the high demand for premium customer experience solutions. Europe follows closely, with compliance and data protection rules such as GDPR shaping how services are delivered. Asia-Pacific has emerged as both a key outsourcing hub and a rapidly growing demand market, with countries like India, the Philippines, and Malaysia serving global clients while also expanding domestic call centre needs. Latin America and Africa are gaining traction as alternative destinations for outsourcing, offering bilingual talent pools and lower operating costs compared to traditional hubs. These shifts illustrate a gradual diversification of the global call centre landscape. Opportunities in the sector are closely tied to digital transformation and the rising need for seamless customer engagement across industries. The growth of online banking, digital healthcare, streaming services, and e-commerce ensures continued demand for outsourced and in-house call centre operations. Providers that adopt AI, predictive analytics, and workforce management tools can improve efficiency and deliver personalized customer experiences. However, risks include increasing automation that could reduce the need for large human workforces, heightened concerns around data security, and potential disruptions from regulatory changes. Labour costs are also rising in some established outsourcing destinations, which may push companies to explore newer markets. Market trends show a clear movement towards cloud-based contact centre solutions that allow scalability and integration with advanced analytics. Hybrid models combining automation with live human support are gaining popularity to balance efficiency with empathy. Demand for multilingual support continues to rise as globalization accelerates, with many enterprises requiring 24/7 coverage across continents. Sustainability and employee well-being are also emerging themes, with some providers differentiating themselves through flexible work-from-home agent models and environmentally responsible operations. Competition in the industry remains intense, with global leaders consolidating through mergers and acquisitions to expand capabilities and geographic reach. Large multinational providers compete by offering end-to-end customer experience management, while mid-sized firms often differentiate through sector specialization or regional expertise. Barriers to entry are moderate, but achieving scale, technological investment, and regulatory compliance presents challenges for newcomers. This report aims to provide a comprehensive presentation of the global market for Call Centre, focusing on the total sales revenue, key companies market share and ranking, together with an analysis of Call Centre by region & country, by Type, and by Application. The Call Centre market size, estimations, and forecasts are provided in terms of sales revenue ($ millions), considering 2024 as the base year, with history and forecast data for the period from 2020 to 2031. With both quantitative and qualitative analysis, to help readers develop business/growth strategies, assess the market competitive situation, analyze their position in the current marketplace, and make informed business decisions regarding Call Centre. Market Segmentation By Company PCCW Limited Asiainfo Inc Concentrix Teleperformance VXI Co.,Ltd. Transcosmos Telus International 800 Teleservices Genpact Go4Customer Foundever (Sitel) TDCX China Customer Relations Centers Honglian Jiuwu iSoftStone Information Technology(Group) Segment by Type BPO Call Centre Internal Call Centre Segment by Application Finance Telecom IT and E-commerce Logistic Government and Public Other By Region North America United States Canada Asia-Pacific China Japan South Korea Southeast Asia India Australia Rest of Asia-Pacific Europe Germany France U.K. Italy Netherlands Nordic Countries Rest of Europe Latin America Mexico Brazil Rest of Latin America Middle East & Africa Turkey Saudi Arabia UAE Rest of MEA Chapter Outline Chapter 1: Introduces the report scope of the report, global total market size. This chapter also provides the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by manufacturers in the industry, and the analysis of relevant policies in the industry. Chapter 2: Detailed analysis of Call Centre company competitive landscape, revenue market share, latest development plan, merger, and acquisition information, etc. Chapter 3: Provides the analysis of various market segments by Type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments. Chapter 4: Provides the analysis of various market segments by Application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets. Chapter 5: Revenue of Call Centre in regional level. It provides a quantitative analysis of the market size and development potential of each region and introduces the market development, future development prospects, market space, and market size of each country in the world. Chapter 6: Revenue of Call Centre in country level. It provides sigmate data by Type, and by Application for each country/region. Chapter 7: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product revenue, gross margin, product introduction, recent development, etc. Chapter 8: Analysis of industrial chain, including the upstream and downstream of the industry. Chapter 9: Conclusion. Table of Contents1 Market Overview1.1 Call Centre Product Introduction 1.2 Global Call Centre Market Size Forecast (2020-2031) 1.3 Call Centre Market Trends & Drivers 1.3.1 Call Centre Industry Trends 1.3.2 Call Centre Market Drivers & Opportunity 1.3.3 Call Centre Market Challenges 1.3.4 Call Centre Market Restraints 1.4 Assumptions and Limitations 1.5 Study Objectives 1.6 Years Considered 2 Competitive Analysis by Company 2.1 Global Call Centre Players Revenue Ranking (2024) 2.2 Global Call Centre Revenue by Company (2020-2025) 2.3 Key Companies Call Centre Manufacturing Base Distribution and Headquarters 2.4 Key Companies Call Centre Product Offered 2.5 Key Companies Time to Begin Mass Production of Call Centre 2.6 Call Centre Market Competitive Analysis 2.6.1 Call Centre Market Concentration Rate (2020-2025) 2.6.2 Global 5 and 10 Largest Companies by Call Centre Revenue in 2024 2.6.3 Global Top Companies by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Call Centre as of 2024) 2.7 Mergers & Acquisitions, Expansion 3 Segmentation by Type 3.1 Introduction by Type 3.1.1 BPO Call Centre 3.1.2 Internal Call Centre 3.2 Global Call Centre Sales Value by Type 3.2.1 Global Call Centre Sales Value by Type (2020 VS 2024 VS 2031) 3.2.2 Global Call Centre Sales Value, by Type (2020-2031) 3.2.3 Global Call Centre Sales Value, by Type (%) (2020-2031) 4 Segmentation by Application 4.1 Introduction by Application 4.1.1 Finance 4.1.2 Telecom 4.1.3 IT and E-commerce 4.1.4 Logistic 4.1.5 Government and Public 4.1.6 Other 4.2 Global Call Centre Sales Value by Application 4.2.1 Global Call Centre Sales Value by Application (2020 VS 2024 VS 2031) 4.2.2 Global Call Centre Sales Value, by Application (2020-2031) 4.2.3 Global Call Centre Sales Value, by Application (%) (2020-2031) 5 Segmentation by Region 5.1 Global Call Centre Sales Value by Region 5.1.1 Global Call Centre Sales Value by Region: 2020 VS 2024 VS 2031 5.1.2 Global Call Centre Sales Value by Region (2020-2025) 5.1.3 Global Call Centre Sales Value by Region (2026-2031) 5.1.4 Global Call Centre Sales Value by Region (%), (2020-2031) 5.2 North America 5.2.1 North America Call Centre Sales Value, 2020-2031 5.2.2 North America Call Centre Sales Value by Country (%), 2024 VS 2031 5.3 Europe 5.3.1 Europe Call Centre Sales Value, 2020-2031 5.3.2 Europe Call Centre Sales Value by Country (%), 2024 VS 2031 5.4 Asia Pacific 5.4.1 Asia Pacific Call Centre Sales Value, 2020-2031 5.4.2 Asia Pacific Call Centre Sales Value by Region (%), 2024 VS 2031 5.5 South America 5.5.1 South America Call Centre Sales Value, 2020-2031 5.5.2 South America Call Centre Sales Value by Country (%), 2024 VS 2031 5.6 Middle East & Africa 5.6.1 Middle East & Africa Call Centre Sales Value, 2020-2031 5.6.2 Middle East & Africa Call Centre Sales Value by Country (%), 2024 VS 2031 6 Segmentation by Key Countries/Regions 6.1 Key Countries/Regions Call Centre Sales Value Growth Trends, 2020 VS 2024 VS 2031 6.2 Key Countries/Regions Call Centre Sales Value, 2020-2031 6.3 United States 6.3.1 United States Call Centre Sales Value, 2020-2031 6.3.2 United States Call Centre Sales Value by Type (%), 2024 VS 2031 6.3.3 United States Call Centre Sales Value by Application, 2024 VS 2031 6.4 Europe 6.4.1 Europe Call Centre Sales Value, 2020-2031 6.4.2 Europe Call Centre Sales Value by Type (%), 2024 VS 2031 6.4.3 Europe Call Centre Sales Value by Application, 2024 VS 2031 6.5 China 6.5.1 China Call Centre Sales Value, 2020-2031 6.5.2 China Call Centre Sales Value by Type (%), 2024 VS 2031 6.5.3 China Call Centre Sales Value by Application, 2024 VS 2031 6.6 Japan 6.6.1 Japan Call Centre Sales Value, 2020-2031 6.6.2 Japan Call Centre Sales Value by Type (%), 2024 VS 2031 6.6.3 Japan Call Centre Sales Value by Application, 2024 VS 2031 6.7 South Korea 6.7.1 South Korea Call Centre Sales Value, 2020-2031 6.7.2 South Korea Call Centre Sales Value by Type (%), 2024 VS 2031 6.7.3 South Korea Call Centre Sales Value by Application, 2024 VS 2031 6.8 Southeast Asia 6.8.1 Southeast Asia Call Centre Sales Value, 2020-2031 6.8.2 Southeast Asia Call Centre Sales Value by Type (%), 2024 VS 2031 6.8.3 Southeast Asia Call Centre Sales Value by Application, 2024 VS 2031 6.9 India 6.9.1 India Call Centre Sales Value, 2020-2031 6.9.2 India Call Centre Sales Value by Type (%), 2024 VS 2031 6.9.3 India Call Centre Sales Value by Application, 2024 VS 2031 7 Company Profiles 7.1 PCCW Limited 7.1.1 PCCW Limited Profile 7.1.2 PCCW Limited Main Business 7.1.3 PCCW Limited Call Centre Products, Services and Solutions 7.1.4 PCCW Limited Call Centre Revenue (US$ Million) & (2020-2025) 7.1.5 PCCW Limited Recent Developments 7.2 Asiainfo Inc 7.2.1 Asiainfo Inc Profile 7.2.2 Asiainfo Inc Main Business 7.2.3 Asiainfo Inc Call Centre Products, Services and Solutions 7.2.4 Asiainfo Inc Call Centre Revenue (US$ Million) & (2020-2025) 7.2.5 Asiainfo Inc Recent Developments 7.3 Concentrix 7.3.1 Concentrix Profile 7.3.2 Concentrix Main Business 7.3.3 Concentrix Call Centre Products, Services and Solutions 7.3.4 Concentrix Call Centre Revenue (US$ Million) & (2020-2025) 7.3.5 Concentrix Recent Developments 7.4 Teleperformance 7.4.1 Teleperformance Profile 7.4.2 Teleperformance Main Business 7.4.3 Teleperformance Call Centre Products, Services and Solutions 7.4.4 Teleperformance Call Centre Revenue (US$ Million) & (2020-2025) 7.4.5 Teleperformance Recent Developments 7.5 VXI Co.,Ltd. 7.5.1 VXI Co.,Ltd. Profile 7.5.2 VXI Co.,Ltd. Main Business 7.5.3 VXI Co.,Ltd. Call Centre Products, Services and Solutions 7.5.4 VXI Co.,Ltd. Call Centre Revenue (US$ Million) & (2020-2025) 7.5.5 VXI Co.,Ltd. Recent Developments 7.6 Transcosmos 7.6.1 Transcosmos Profile 7.6.2 Transcosmos Main Business 7.6.3 Transcosmos Call Centre Products, Services and Solutions 7.6.4 Transcosmos Call Centre Revenue (US$ Million) & (2020-2025) 7.6.5 Transcosmos Recent Developments 7.7 Telus International 7.7.1 Telus International Profile 7.7.2 Telus International Main Business 7.7.3 Telus International Call Centre Products, Services and Solutions 7.7.4 Telus International Call Centre Revenue (US$ Million) & (2020-2025) 7.7.5 Telus International Recent Developments 7.8 800 Teleservices 7.8.1 800 Teleservices Profile 7.8.2 800 Teleservices Main Business 7.8.3 800 Teleservices Call Centre Products, Services and Solutions 7.8.4 800 Teleservices Call Centre Revenue (US$ Million) & (2020-2025) 7.8.5 800 Teleservices Recent Developments 7.9 Genpact 7.9.1 Genpact Profile 7.9.2 Genpact Main Business 7.9.3 Genpact Call Centre Products, Services and Solutions 7.9.4 Genpact Call Centre Revenue (US$ Million) & (2020-2025) 7.9.5 Genpact Recent Developments 7.10 Go4Customer 7.10.1 Go4Customer Profile 7.10.2 Go4Customer Main Business 7.10.3 Go4Customer Call Centre Products, Services and Solutions 7.10.4 Go4Customer Call Centre Revenue (US$ Million) & (2020-2025) 7.10.5 Go4Customer Recent Developments 7.11 Foundever (Sitel) 7.11.1 Foundever (Sitel) Profile 7.11.2 Foundever (Sitel) Main Business 7.11.3 Foundever (Sitel) Call Centre Products, Services and Solutions 7.11.4 Foundever (Sitel) Call Centre Revenue (US$ Million) & (2020-2025) 7.11.5 Foundever (Sitel) Recent Developments 7.12 TDCX 7.12.1 TDCX Profile 7.12.2 TDCX Main Business 7.12.3 TDCX Call Centre Products, Services and Solutions 7.12.4 TDCX Call Centre Revenue (US$ Million) & (2020-2025) 7.12.5 TDCX Recent Developments 7.13 China Customer Relations Centers 7.13.1 China Customer Relations Centers Profile 7.13.2 China Customer Relations Centers Main Business 7.13.3 China Customer Relations Centers Call Centre Products, Services and Solutions 7.13.4 China Customer Relations Centers Call Centre Revenue (US$ Million) & (2020-2025) 7.13.5 China Customer Relations Centers Recent Developments 7.14 Honglian Jiuwu 7.14.1 Honglian Jiuwu Profile 7.14.2 Honglian Jiuwu Main Business 7.14.3 Honglian Jiuwu Call Centre Products, Services and Solutions 7.14.4 Honglian Jiuwu Call Centre Revenue (US$ Million) & (2020-2025) 7.14.5 Honglian Jiuwu Recent Developments 7.15 iSoftStone Information Technology(Group) 7.15.1 iSoftStone Information Technology(Group) Profile 7.15.2 iSoftStone Information Technology(Group) Main Business 7.15.3 iSoftStone Information Technology(Group) Call Centre Products, Services and Solutions 7.15.4 iSoftStone Information Technology(Group) Call Centre Revenue (US$ Million) & (2020-2025) 7.15.5 iSoftStone Information Technology(Group) Recent Developments 8 Industry Chain Analysis 8.1 Call Centre Industrial Chain 8.2 Call Centre Upstream Analysis 8.2.1 Key Raw Materials 8.2.2 Raw Materials Key Suppliers 8.2.3 Manufacturing Cost Structure 8.3 Midstream Analysis 8.4 Downstream Analysis (Customers Analysis) 8.5 Sales Model and Sales Channels 8.5.1 Call Centre Sales Model 8.5.2 Sales Channel 8.5.3 Call Centre Distributors 9 Research Findings and Conclusion 10 Appendix 10.1 Research Methodology 10.1.1 Methodology/Research Approach 10.1.1.1 Research Programs/Design 10.1.1.2 Market Size Estimation 10.1.1.3 Market Breakdown and Data Triangulation 10.1.2 Data Source 10.1.2.1 Secondary Sources 10.1.2.2 Primary Sources 10.2 Author Details 10.3 Disclaimer
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