Global call center market to reach $494.7Bn by 2030
DUBLIN, IRELAND — The global call center market is projected for strong growth over the next decade, expanding from $314.5 billion in 2022 to $494.7 billion by 2030, representing a 5.8% compound annual growth rate (CAGR).
According to a new report by ResearchAndMarkets.com, the industry has been undergoing significant changes in recent years, driven by various factors, including technology transitions and expanding applications.
The COVID-19 pandemic also forced companies to invest heavily in cloud platforms, artificial intelligence (AI), and other technologies to improve efficiency, scalability, and remote management capabilities.
The United States currently remains the largest call center market at an estimated $110.6 billion. Developing offshore regions are also expanding rapidly, with China projected to grow at 6.6% CAGR over the analysis period.
Meanwhile, India and the Philippines maintained their positions as preferred offshore locations.
Trends like automation, analytics, digital-first omnichannel engagement, and self-service are transforming operations. Training and retention have also become pressing issues amid high employee turnover.
While in-house call centers still account for the majority share, outsourcing continues to rise to leverage greater efficiency and savings. Most companies now utilize a hybrid model.
With proven resilience and an ability to rapidly adopt next-generation technologies, the call center industry appears well-positioned for robust long-term growth potential.
