Our company has been successfully working in the contact center outsourcing market since 2008 and has united a team of more than 500 customer support specialists on the inbound line (calls, online chats, e-mail, social networks and messengers) and real telemarketing professionals. Along with contact center services, Global Bilgi has a number of digital products, the main of which is a cloud contact center platform, Sirius.
We are constantly developing and aiming to conquer new heights, and therefore we regularly monitor the global trends of the contact center outsourcing market and business processes. In this short article, Global Bilgi Business Development Specialist Bohdan Lysenko shared an overview of the state of affairs and estimates of the volume of the global contact center outsourcing market, in which we are actively developing. Open sources and research data were used to collect information.
General Trends of the Contact Center Outsourcing Market in the World
As of 2020, the global contact center market is valued at USD 339.4 billion and is projected to reach USD 496 billion by 2027, maintaining a CAGR of 5.6% during this period.
The size of the American contact center outsourcing market is estimated at 100.1 billion dollars, which makes this country the leader in the world ranking. The Chinese market deserves attention, which according to experts forecast will reach 87.4 billion dollars by 2027 and will grow by 5.2% annually during 2020-2027. Among other countries, Japan and Canada deserve attention, the size of their markets is expected to grow by 5.3% and 4.4% each year. Among European countries, Germany attracts attention. The market of contact centers in this country will grow by 4.6%. 
According to Global Bilgi’s analysis of website traffic by geography in the spring of 2021, 7.98% of users are from the United States of America, 3.1% from China, and 2.62% from Canada. Currently, we are actively working to increase the number of new foreign projects, so we expect an increase in the involvement of the audience from these countries. Since the level of mastery of popular languages in the market in Ukraine is steadily increasing every year, in the future our Company will receive even more advantages for development.
Growing Demand for Contact Center Software
As the demand for contact center services increases, specialized software for the industry will become even more important. The size of this market is estimated at $20.5 billion as of 2020 and is expected to grow at a CAGR of 21.1% from 2021 to 2028. The key trends in the field of contact center software will be the increase in the number of opportunities for the personalization of services, through the analysis of large volumes of data and the wide implementation of artificial intelligence technologies and process automation.
The demand for contact center software correlates with the general trend of increased investment in the development and implementation of digital business solutions, such as CRM and BMP systems. Large companies and corporations (the so-called enterprise segment), which account for 58% of the market, are still the drivers of the development of software complexes for contact centers. However, over the next decade, the share of users of contact center software solutions among small and medium-sized businesses will grow rapidly and will overtake corporations in the coming years. Geographically, the market is dominated by North America, which accounts for 36% of the industry’s revenue. The share of the Asia-Pacific region is growing at the fastest pace. 
This is not least due to the traditional focus of American outsourcing on this region. Thus, the size of the business process outsourcing industry in the Philippines alone is estimated at $150 billion, and the number of Filipinos working directly in contact centers exceeds 1 million. 
Growth Opportunities for Global Bilgi
Improving customer service is a key priority for our company and we actively use all opportunities to attract new customers to provide the best contact center service for their customers. Global Bilgi aims to develop in the international market of contact center outsourcing because our team is confident in its own strengths and capabilities.
It is worth noting that we also direct available resources to the development and promotion of the company’s digital products: we develop and improve telephony functionality, CRM for the contact center, planning, and analytics solutions.