The Everest Group 2024 report shows the global call center outsourcing market has reached $98 billion, with an annual growth rate of about 6.5%. However, a significant change is that enterprises' criteria for selecting outsourcing partners are shifting from pure cost considerations to a dual evaluation of 'customer experience consistency' and 'technical capability'.
Traditional offshore outsourcing (e.g., India, Philippines) still accounts for about 35% of the market share, but nearshore outsourcing (e.g., Mexico serving the US market, Poland serving the European market) is expanding at a compound annual growth rate of 12%. The driving force comes from customer demand for lower accents, cultural resonance, and time zone alignment. For example, a British bank moved some of its customer service operations from the Philippines back to Poland. Although agent costs rose by 20%, customer satisfaction scores increased by 15 percentage points, and the employee turnover rate dropped from 40% to 18%.
Technology-enabled outsourcing has also become the new normal. Leading outsourcers such as Concentrix and Teleperformance have deployed AI-assisted agent tools on a large scale, improving agent efficiency by over 30%. GlobalConnect, as a global customer service outsourcing provider, helps brands achieve 'global coverage, local experience' through its AI-driven intelligent routing and multilingual support platform, with operation centers in the Philippines, India, Mexico, and Eastern Europe.