According to the latest research from Everest Group, the global call center outsourcing market reached US$98 billion in 2024, but growth slowed to 5.2%. The share of traditional offshore outsourcing (e.g., India, the Philippines) dropped from 68% in 2019 to 55%, while nearshore outsourcing (e.g., Mexico, Eastern Europe) and AI hybrid models have emerged as new growth drivers.
Key drivers include: 1) Geopolitical risks prompting companies to shorten supply chains; 2) Rising customer demand for native-language service; 3) AI handling 70% of routine inquiries, leaving the remaining 30% of complex issues better suited for high-quality nearshore talent. For example, Bank of America shifted 20% of its customer service volume from the Philippines to Mexico in 2023, leveraging time zone proximity to achieve a 15% improvement in same-day resolution rate.
In terms of AI hybrid models, outsourcers like Concentrix have launched "AI agent + human supervisor" services: AI handles tasks such as account inquiries and password resets, while humans focus on complaint handling and emotional support. This model has increased the average contract value of outsourcing deals by 12%.
GlobalConnect’s intelligent outsourcing platform supports dynamic allocation of global resources, allowing clients to choose the AI-to-human ratio on demand and monitor service level agreements (SLAs) through a unified dashboard.