1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends
  4. > Call Center

Outsourcing hotlines, helpdesks and sales services: must-read reports and analysis

  • Currently 4/5 Stars.
  • 1
  • 2
  • 3
  • 4
  • 5
11 votes

Global Call Center Industry


Segment of the IT outsourcing market, the global call center industry involves players making communication between consumers and individual customers possible. Both inbound and outbound telecommunication services are provided by call centers, with the aim of maintaining optimal client relations, reports IbisWorld.


While industry performance for call centers had a very strong forecast before the recession, the outlook has changed somewhat. However, research from Global Industry Analysts predicts service revenue generated by the global call center sector will witness recovery to exceed $189 billion by 2015.


Global call center industry revenue has been negatively impacted by the fluctuating economic environment as companies postponed outsourcing projects and industry players were obliged to lower prices to hold on to existing clients. Contract extensions and renewals were similarly postponed.


Call Center Technology


  • The world interactive voice response (IVR) market is expected to reach almost $2.8 billion by 2017, according to research from Global Industry Analysts. IVR services form a central component of customer service strategies. Competition has intensified in the IVR market due to the economic recession, with contact call centers investing in technologies and tools to set themselves apart from competitors. Product upgrading and replacements have also been facilitated by following customer experience with a view to IVR optimization.


  • Outbound IVR capabilities will continue to develop, being adapted for new channels like video and SMS. These developments will help IVR become more accepted compared with traditional modes of company-customer interaction. Outbound IVR technology allows companies to rapidly provide their customers with essential information, notify them of changes and deliver a personalized customer service with a proactive approach to customer communication.


  • Though speech recognition applications were slow, they are now being adopted in a more widespread manner in contact centers, reports TechNavio. Advantages fuelling this change include improved customer satisfaction, a greater degree of accuracy and cost effectiveness. The cost of implementing speech recognition applications has also been falling, prompting contact centers to adopt them more readily. At present, market penetration is at about 30%, with vast potential for market growth. Industry players will need to overcome certain obstacles to capture a larger portion of the market. Such obstacles include language barrier, a factor that speech recognition vendors continue to focus their attention. Industry players will also need to concentrate of promoting awareness of the advantages offered by speech applications to expand their customer base.


  • Research from Global Industry Analysts predicts the world market for voice/speech recognition systems and software will exceed $69 billion by 2015. Speech recognition technologies are used in developing products and services in other sectors. At present, market penetration is relatively low due to technology difficulties. Lack of accuracy in particular means acceptance remains low. Customer satisfaction could also be higher regarding recognition of spoken command, necessitating further development, especially for companies relying on voice-enabled systems. The voice recognition system and software market is expected to witness strong growth in the coming years. Industry players will focus on developing technology for accurate voice recognition and response.



Regional Market Share


  • The US contact center industry dominates the global call center industry and is among the fastest growing markets. The US contact center industry is set to continue witnessing more than 10% yearly growth through 2017. Industry players will rely increasingly on outbound IVR for cost efficiency, thereby fueling industry growth.


  • The EU contact center outsourcing market is witnessing a time of consolidation, reports Frost & Sullivan. Though cost remains a top concern for contact center clients, quality and added-value services are factors gaining importance. Between 2011 and 2017, strong growth is forecast for the public sector, retail/CPG, and travel and hospitality verticals. State funding is expected to result in a growing number of public sector contact center contracts.



Market Outlook


The global call center industry is set to continue witnessing strong growth moving forward. However, industry players will need to continue investing in technology to differentiate themselves from competitors.


Contact centers will benefit more from the cost effective solution provided by outbound IVR. Overcoming technical difficulties in voice/speech recognition systems, along with finding solutions for the language barrier problem, will also help fuel industry growth.



Leading Industry Associations


Understand the Call Center Industry Quickly & Get Actionable Data Easily. The Latest Reports with Statistics & Trends from Top Industry Sources
1-10 of about 100 reports

Global Call Center Markets Forecast

  • January 2013
    16 pages
  • Call Center  

  • World  

View report >

Call Center Forecast Statistics in the US

  • April 2015
    9 pages
  • Call Center  

  • United States  

    South America  

    North America  

View report >

Call Center Markets in Europe

  • February 2015
    21 pages
  • Europe  

View report >

Call Center Industry in Asia Forecast

  • January 2013
    6 pages
  • Call Center  

    IT Outsourcing  

    Business Outsou  

  • Asia  



View report >

Call Center Industry in France Forecast

  • January 2014
    6 pages
  • Call Center  

  • France  


    United States  

View report >

Call Center Markets in the UK

  • January 2014
    5 pages
  • Customer Servic  

  • United Kingdom  


View report >

Call Center Industry in Canada

  • December 2014
    28 pages
  • Call Center  

  • Canada  

    United States  

View report >

Call Center Industry in India

  • November 2014
    7 pages
  • Outsourcing  

    Call Center  

  • India  

View report >

Call Center Analysis in South Africa

  • January 2014
    6 pages
  • Call Center  


  • South Africa  

View report >

Call Center Industry in Australia

  • December 2013
    13 pages
  • Call Center  

  • Australia  


    United States  

View report >

Search in Call Center Industry (About 100 reports)
Topics under Call Center

Parent industry:  IT Outsourcing

Related industries: 

25 reports

Purchase Reports From Reputable Market Research Publishers
(From $ 547 - $ 547)

Call Centres UK  Industry report

Call Centres UK Industry report

  • $ 634
  • Industry report
  • October 2015
  • by Plimsoll Publishing Ltd UK

Plimsoll’s Call Centres (UK) analysis is the most definitive and accurate study of the Call Centres (UK) sector in 2015. The report is split into two sections and uses both a written and graphical analysis ...

Telephone Call Centers - The 2015 U.s. Market Research ...

May 2015 $ 195

Telemarketing Bureaus And Other Contact Centers - The 2 ...

May 2015 $ 195

Telemarketing & Call Centers In The Us - Industry Marke ...

March 2015 $ 1 020

Call Centres In The Uk - Industry Market Research Repor ...

March 2015 $ 800

Telemarketing Bureaus And Other Contact Centers Industr ...

February 2015 $ 299

Other Business Services In Germany: Isic 7499

November 2014 $ 657

Global Technical Support Outsourcing Market 2014-2018

October 2014 $ 2 500

Customer Experience Management Market (voc Analytics, F ...

August 2014 $ 4 650

Global Call Centers Industry

July 2014 $ 4 950

ReportLinker is an award-winning market research solution that finds, filters and organizes the latest industry data so you get all the market research you need - quickly, in one place.