How big is the Contact Centre Outsourcing Market | Industry Trends 2025

Q: What is the USD size and CAGR of the contact centre outsourcing market through 2030?

As of 2024, the market is USD 97.31 billion and is growing at a CAGR of 9.8% through 2030.

Q: What is the overall growth percentage of the market from 2024 to 2030?

The market is projected to grow by approximately 68% in that period.

Q: How large will the market be by 2030?

Expected to reach USD 163.86 billion by 2030.

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Code: MTA4967

Publication Date: Jul 2025

What is the Contact Centre Outsourcing Market Size?

According to 6Wresearch internal database and industry insights, the Contact Centre Outsourcing market was valued at USD 97.31 billion in 2024 and is anticipated to exceed USD 163.86 billion by 2031, registering a steady at a CAGR of 68% during the forecast period.

The contact centre outsourcing market is expanding as Companies want to save money, give customers a better experience, and be flexible. To satisfy the changing needs of businesses, providers are ramping up cloud technology, adding AI and chatbots, and making it easier for people to communicate across all channels.

Major Growth Factors of the Contact Centre Outsourcing Industry

Demand for cost efficiency
AI and automation integration
Cloud-based platform adoption
Focus on customer experience & retention
Omnichannel service delivery
Data security & privacy compliance
Expansion of offshore/nearshore operations
Scalability for peak and hybrid workforce needs

Contact Centre Outsourcing Market Trends

Contact Centre Outsourcing Market organizations are broadly shifting toward AI-led automation, easy integration of chat, voice, and social channels, and cloud-native outsourcing models that can grow with your business. Providers are using analytics-driven insights and real-time agent-coaching tools to improve customer outcomes. All of this is done to maximise productivity and customer experience without focussing on numbers.

Emerging Developments in the Contact Centre Outsourcing Industry

The industry is seeing rapid advancement in AI copilots that assist agents, predictive analytics for demand forecasting, and multilingual support platforms. There's also growing emphasis on upskilling agents for high-value tasks and embedding enhanced data security to meet evolving compliance standards.