The
global
call center outsourcing market size is expected to grow at a CAGR of
3.44% during the forecast period. Based on end-user, the global call center
outsourcing market has been segmented into IT and Telecom, BFSI, Healthcare,
Retail, Government, and other end-users.
The growth of the IT and telecom
segment can be attributed to the increasing technological advances,
considerable growth in data traffic, and increasing demand from consumers for
digital communication and content. The telecom services industry is expected to
witness steady growth with the advent of 5G spectrum. Telecom and IT
organizations outsource their customer relationship management functions to
call center organizations for focusing on core offerings.
To reduce the turnaround time and
offer enhanced customer services, organizations in the IT and telecom sector
are increasingly outsourcing customer query management and other operations to
call center organizations. With an inclination toward digital transformation
and a rise in the number of communication channels, the development of 5G is
creating the need and demand for call center services, which will drive the
growth of this segment in the global call center outsourcing market during the
forecast period.
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