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The article discusses key call Center Outsourcing statistics for 2023 and top reasons you should outsource to the Philippines.

Call center outsourcing has become an important strategy for businesses worldwide.

The article lists statistics surrounding the call center outsourcing industry that give an idea of its growth and impact. Let’s delve into the compelling statistics that illustrate the rise and potential of the practice of outsourcing call center services.

The call center service outsourcing market is one of the fastest growing markets in the outsourcing industry.

Key Call Center Outsourcing Statistics

The global call center market as of 2020 amounted to at least US$340 billion and is projected to grow to US$496 billion by 2027.

Key consumer countries in the call center outsourcing industry are US, Canada, the Philippines, India, and UK.

Of these, 38% of the market’s growth will originate from North America during the forecast period. The US and Canada are the key markets for the call center outsourcing market in North America.

The call center outsourcing market is segmented into five:

    • IT and telecom
    • BFSI
    • Healthcare
    • Retail
    • Others

The telecom services industry is expected to witness steady growth with the use of 5G technology. There have been several investments in 5G globally. The telecom services industry is forecast to reach 3.6 billion 5G connections by 2025, and the number is predicted to increase to 4.4 billion by 2027.

On the other hand, the global BFSI BPO services market size was valued at $85.12 billion in 2020, and is projected to reach $174.94 billion by 2028, growing at a CAGR of 9.7% from 2021 to 2028.

In the healthcare industry, customer service is critical to providing patients with quality care and support. The global healthcare BPO market in terms of revenue was estimated to be worth $296.4 billion in 2021 and is poised to reach $468.5 billion by 2026, growing at a CAGR of 9.6% from 2021 to 2026.

Automation in Call Center Outsourcing: Statistics

Artificial Intelligence (AI) has revolutionized the way businesses, in this case call centers, operate. Here are some statistics on AI and its impact on call centers this 2023:

AI will increase contact center productivity by 35% in the US alone by 2040.

Two in 3 companies expect to use an external partner for conversational AI and/or CRM management within the next two years. Seventy-four percent of organizations are currently at some stage of testing or deployment of customer-facing chatbots.

The Call Center AI Market size is forecast to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period according to a new report by MarketsandMarkets.

Why Outsource Call Center Support to the Philippines?

Businesses can outsource call center operations overseas to locations such as the Philippines to take advantage of lower costs associated with call center operations.

The Philippines has become among the preferred outsourcing destination by businesses all over the world because it offers cost-effective services without compromising quality. In the Philippines, professionals are fluent in English and have good communication skills, making them ideal candidates for providing offshore customer service support.

Aside from this, the country is an ideal staffing destination with a highly specialized labor poolof skilled professionals with customer service experience in different industries, such as BFSI, healthcare, retail and more.

Companies seeking to outsource specialized services and support receive high-quality support without spending additional costs on recruitment and infrastructure.

Another reason it is a good idea to outsource help desk support is the time zone difference when working with staff based in the Philippines. Businesses can profit from time zone differences since Filipino workers can work during off-hours which is advantageous for firms operating in multiple time zones.

In addition, according to Kearney, AI is expected to provide a 10 to 18 percent uplift in GDP across Southeast Asia by 2030. The economic impact of AI in the Philippines in 2030 (% of 2030 GDP) is 12% of a potential $92 billion GDP. in the Philippines, 26% of businesses are keen to invest/develop AI strategy, 54% are plotting initiatives within discrete activities, 4% are scaling initiatives across discrete industries, and 9% have scaled end-to-end implementation of AI.

Connext Global Solutions helps companies build custom, dedicated support teams in the Philippines.

Outsource Call Center Services with Connext today.

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Instagram: @connextglobalsolutions_

Twitter: @ConnextPh


Global Contact Center Market Size. Statista. Accessed June 07, 2023.

“The Call Center Outsourcing Market is poised to grow by  USD 21.72 million during 2022-2026, accelerating at a CAGR of 3.96% during the forecast period. Technavio. Accessed June 07, 2023. Deloitte. Accessed June 07, 2023. Kearney. Accessed June 07, 2023.

Advent of AI in Call Center Offering Enhanced Customer Support Services And Experience To Drive Growth Of Market. Research and Markets. Accessed June 07, 2023.

Healthcare BPO Market by Outsourcing Models, Provider (Patient Care, RCM), Payer (Claims Management Billing & Accounts), Life Science (R&D, Manufacturing, Sales & Marketing (Analytics, Research)), & Region (Source Destination) – Global Forecast to 2026.,trend%20analysis%20of%20the%20market. Markets and Markets.

Pramod B, Monica C , Vineet K. Artificial Intelligence Future Growth. Accenture.

“BFSI BPO Services Market by Service Type (Customer Services, Finance & Accounting, Human Resource, KPO, Procurement & Supply Chain, and Others), Enterprise Size (Large Enterprises and Small & Medium Enterprises), End User (Banks, Capital Markets, Insurance Companies, and Others): Global Opportunity Analysis and Industry Forecast, 2020-2028”. Market Research. June 07, 2023. Allied Market Research. Accessed June 07, 2023.


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