Vertical: ICTBase Year: 2018
Market Size (2018)
$9.91B
Projected (2026)
$13.11B
CAGR (2014–2026)
5.0%
Key Players
9+
The global outbound telemarketing market is expected to grow at a CAGR of 3.2% from the year 2019–2026. The market is driven by increasing adoption of automation among large as well as small- and medium-sized enterprises. As small- and medium-sized enterprises aim to expand their business operations, they are in urgent need for end to end outbound telemarketing services that could help them to boost the sales and strengthen the customer base. The growing need to remain competitive in the market is one of the key factors that the enterprises are turning to third-party outbound telemarketing services. Companies operating in the market are continuously investing in advance technologies like analytics and artificial intelligence (AI) in order to provide comprehensive outbound telemarketing services to its client. The market is fragmented with number of local and regional players offering end to end outbound services to its customer. The competition in the market is largely among existing players. New entrants in the market are low due year on year slowdown of the overall market. The reason for this slowdown is extensive use of digital marketing as well as the introduction of various privacy-related regulation in regions like Europe. Outbound telemarketing market is slowing down however, its demand is still high in business-to-business (B2B) applications.
Global outbound telemarketing market is expected to reach USD 13,107 million by 2026. In 2018, the market was led by business to consumer type segment with 57.2% share. The outbound telemarketing market is led by North America which occupied 31.06% of market share in the year 2018. North America is followed by Asia-Pacific that accounted for a share of 26.95% in the year 2018. South America is expected to grow at the highest CAGR in the forecast period, 2019–2026.
The Outbound Telemarketing Market market is projected to grow at a CAGR of 5.0% from 2014 to 2026.
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View Subscription PlansOutbound telemarketing refers to a set of services offered by third-party providers to enterprises in order to boost the sales of the company by generating leads and acquiring new customers. Outbound telemarketing services involve conducting targeted calls to the potential customers and explaining them about the products and its benefits. Some of the basic tools used by outbound call center agents are voicemail automation, auto-dialers, CRM click to dial among others.
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View Subscription PlansThis report applies a rigorous multi-stage research process combining primary interviews, secondary data sources, and bottom-up market modelling to ensure accuracy and completeness across all segments and geographies.
Base Year
2018
Historical Period
2014 – 2017
Forecast Period
2019 – 2026
Primary Interviews
150+
Historical data (2014–2018) and forecast period (2018–2026)
Our research process spans primary interviews with industry stakeholders combined with comprehensive secondary data analysis, validated through triangulation across multiple independent sources.
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View Subscription PlansThe global outbound telemarketing market is characterized by the presence of a number of global, regional, and local vendors. The market is competitive with all the players competing to gain market share. The rapid advances in security technology, AI, machine learning, big data, and cloud are key factors that drive the market growth. The vendors compete based on digital services, pricing, reliability, and services. It is crucial for the vendors to offer solutions which accurately offers end-to-end customer experience management services and succeed in a competitive market environment.
According to Wantstats analysis, Teleperformance Group TTEC Holdings Inc., Atento S.A., Concentrix Corporation, Arvato AG, are some of the key players of the global outbound telemarketing market as of 2019. These companies continue to retain their strong global hold through expansion, mergers, and acquisitions and offering an extensive range of solutions.
Several vendors such as Alorica Inc, MarketOne International, DialAmerica Marketing Inc., MarketMakers Incorporated Limited, and OnBrand24, Inc., have established a sizeable market presence in the outbound telemarketing market. The competition in the market is substantially growing due to the increasing use of advanced technologies such as analytics for offering better customer experience management services.
Teleperformance Group is the leading player in the market. The company holds 11.0% of the share in the overall market. The company delver outbound telemarketing services thought various contact delivery centers. The company has strong global presence and diversified customer base. The company’s strategy is to offer comprehensive telemarketing services so that it can efficiently cater the needs of the specific industry vertical. Also, the company’s strategy is to expand its business and for the same it has been investing in opening new delivery site in part of Europe.
TTEC Holdings Inc. is one of the leading players in the market with a share of 3.0%. It has a broad product portfolio and offers customer demand & acquisition, customer growth, and expansion services. The company has been investing in enhancing its product offerings and customer base by strategic acquisitions and expansions. For instance, in July 2019, the company opened its Humanify customer engagement center in Oklahoma City, US.
Atento S.A.is looking to continuously innovate and improve its services so that it can increase its client base and improve its market presence. The company, in the year 2019, has already invested in product enhancement and expansion. For instance, in the year 2019, the company opened its new customer relationship center in Madrid, Spain. It is highly focused on improving its market presence and efficiently competing in the competitive market.
Concentrix Corporation is a subsidiary of SYNNEX Corporation that offers customer lifecycle management, marketing solutions, finance & accounting solutions, analytics & insights, IT services, and consulting services. The company’s customer lifecycle management includes sales and acquisition services wherein the company helps in outbound direct sales. The company has been focusing on product enhancement, acquisition, and expansion. This has helped the company to effectively grow and compete in the market.
Arvato AG is a global provider of customer relationship management (CRM), supply chain management (SCM), financial solutions, and IT services. The company has significant presence in Germany, and it is investing to expand in Africa. The company offers outbound telemarketing services across various industry verticals including IT & telecommunication, energy & utilities, BFSI, and e-commerce among others.
Alorica Inc. is a global provider of customer experience management. As a part of customer experience management, the company offers customer care services, revenue generation services, technical support services & solutions, back-office assistance, and omnichannel customer care services. The company focuses on offering end-to-end customer experience management services to its clients. For the same, the company invests in product development and enhancement. The company has also been hiring and training employees so that they can deliver their services efficiently.
Bargaining Power of Suppliers
The suppliers for outbound telemarketing service providers in the market are the contact center service providers that provide the proper infrastructure and suitable hardware and software integration services. These contact center service providers in the market are major players like Ozonotel, CCT Solutions, Fenero Inc., and Nexmo. These are well-established players with a strong brand image. The ratio of contact center service providers to that of the outbound telemarketing service providers in the market is considerably low. However, as the switching cost is moderate, the suppliers do not hold significant power over the prices. Hence the bargaining power is expected to remain low-moderate in the hands of the suppliers.
Bargaining Power of Buyers
The buyers in the outbound telemarketing market include various businesses and enterprises from the BFSI, healthcare, retail, and various other sectors. These enterprises avail outbound telemarketing services to enhance their sales and business portfolio. The buyer concentration in the market is high as compared to the service providers in the market. However, owing to a considerable low switching cost of services, the bargaining power of buyers in the market is expected to remain moderate.
Threat of New Entrants
The outbound service providers in the market are well-established players with a stronghold in the market. The infrastructure cost to establish the facility and offer services remains very high. Also, due to the stringent government policies, the entry of any new player in the market is restricted. Therefore, the threat of any new entrant in the outbound telemarketing market remains considerably low.
Threat of Substitutes
The outbound telemarketing market is rapidly growing with favorable growth prospects, however, due to the emergence of digital marketing platforms and services; the outbound telemarketing services may face higher competition. The growth of digital marketing is seen to be significantly high owing to its various benefits and widespread use. Online marketing services such as web marketing, social media marketing, search engine optimization, and content marketing are services gaining higher responses and offering profits to the users owing to the increased adoption of smartphones. Therefore, the threat of substitutes remains high to the outbound telemarketing market in the years to come.
Intensity of Rivalry
The outbound telemarketing market consists of a number of players both established and emerging start-ups. The presence of these players offering their services at affordable prices to the customers makes the rivalry among players considerably high. Also, due to the low product differentiation and medium pace of the industry growth the intensity among rivals is expected to stay high.
Market estimates by geography (2026)
InsightNorth America leads with $3.75B by 2026, while South America is projected to grow fastest at a 8.2% CAGR.
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View Subscription Plans| REGION | 2014 | 2018 | 2026 | CAGR | SHARE |
|---|---|---|---|---|---|
| Middle East and Africa | $885.80M | $1.41B | $1.73B | 5.7% | 13% |
| North America | $2.33B | $3.40B | $3.75B | 4.0% | 29% |
| Asia Pacific | $1.93B | $3.03B | $3.67B | 5.5% | 28% |
| Europe | $1.48B | $2.05B | $2.20B | 3.4% | 17% |
| South America | $681.70M | $1.25B | $1.76B | 8.2% | 13% |
| Total | $7.31B | $11.14B | $13.11B | 5.0% | 100% |
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View Subscription PlansTotal Market Size
$13.11B
| APPLICATION | REVENUE ($B) | GROWTH RATE | MARKET PENETRATION |
|---|---|---|---|
| Business to Consumer | $7.69B | 5.3% | 59% |
| Business to Business | $5.42B | 4.5% | 41% |
* Revenue projections based on 2025 estimates. Growth rates represent CAGR 2024–2030. Market penetration indicates current adoption rate within addressable market segments.
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Analytical insights on Outbound Telemarketing Market covering market dynamics, competitive landscape, and strategic outlook.
The Outbound Telemarketing Market market is projected to reach $13.11B by 2026, growing at 5.0% CAGR. The Business to Consumer segment holds the largest share.
The key drivers for outbound telemarketing market are the growing need for low-cost telemarketing services across enterprises to increase sales and need for compliance with government regulations. However, concerns related to cybersecurity acts as a major restraining factor, which is expected to limit the market growth. The market seeks opportunities with the emergence of new technologies such as chatbots and cloud-based contact center solutions that offer faster, easier, and affordable solutions to companies to fulfill their IT demands without having to come up with their own infrastructure or invest in developing, maintaining, and creating the required resources.
Low cost and best-in-class services offered by outbound telemarketing service providers are some of the key factors driving the outbound telemarketing market. There are several benefits offered by the outbound telemarketing service providers that help enterprises to retain their existing customers as well as acquire new ones. The end-to-end range of services included in outbound telemarketing covers lead generation, call handling, appointment settling, lead management, event marketing, and quality lead identification and conversion. The company also offers customer support services, which enable organizations to maintain the customer relationship, with call centers offering various facilities such as call routing or interactive voice response, call management, and customer services that enable the customers to contact the companies and raise their issues easily if any. Moreover, outbound telemarketing services also provide companies accurate and quick reporting, improves the productivity of the process by reassigning the resources swiftly according to requirement. Outbound telemarketing service providers also offer other add-on services, such as account management, order management, technical support, and document management that enhance the overall efficiency of the company at a very low cost as compared to similar in-house operations. A wide range of services offered at low cost has attracted enterprises to avail them and solely focus on their core business operation—research and development of products.
Over the years, outbound telemarketing service providers have been offering services with cost-effective solutions through the traditional way. However, the emergence of new cloud computing and artificial intelligence (AI) technologies is changing the process of telemarketing services by reducing the cost and accelerating the growth. Many IT companies have emerged in recent years that have developed intelligent chatbots for telemarketing and providing customer services. These solutions have been very useful in complementing the existing telemarketing services by reducing human efforts and improving the customer experience. Many enterprises have already adopted AI-based chatbots that are able to recognize human speech and understand the client’s intent irrespective of the phrases used by the client.
Many service providers are also investing in cloud computing for reducing the cost related to office space and infrastructure. Additionally, the small- and medium-sized enterprises are adopting virtual storage and systems to overcome the cost of hardware, data centers, and software and increase mobility. Moreover, with advancements in technology, the BPO sector is shifting towards robotic process automation (RPA). The introduction of RPA in BPO services is expected to reduce the number of employees and save the cost and time with the help of process automation. Moreover, AI and omnichannel solutions for clients to interact with businesses can prove to be an advantage for the organizations in the near future, with ongoing developments. Thus, the emergence and adoption of technologies in the coming years is expected to drive the market.
The outbound telemarketing service providers have to follow the rules and regulation set up by the government for maintaining the privacy of customer data or information. The threat of cyberattacks and data breaches faced by the organization and BPO service providers is increasing as hackers have developed sophisticated techniques to attack their systems and gain access to critical customer information. A BPO company [24]7.ai in India had witnessed a few instances of data breaches in 2017 as the company’s servers were hacked and information of online customer payment of a small number of clients was exposed. As outbound telemarketing is a service in which third-parties get involved, it increases the chances of a data breach which is likely to hamper the growth of the market. Cybersecurity is one of the major concerns among enterprises and due to this they hesitate to share their customer data with outbound telemarketing service providers, especially Tier 3 and Tier 4 companies with a higher risk of financial loss.
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Profiles of 108 companies operating in the Outbound Telemarketing Market market, including revenue, employee count, and market positioning where available.
Showing 108 of 108 companies
Company Headquarters: France Founded: 1978 Workforce: 10,000 Company Working: Teleperformance Group is a worldwide leader in multichannel customer experience. The company specializes in Analytics Solutions, VIP Solutions, Sales, Digital Solutions, Face-to-Face, Internet Interactions, Technical Support, BPO, Credit and Collection, Social Media, Omnichannel, B2B, and Customer Experience. The company has been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals.
Company Headquarters: Germany Founded: 1999 Workforce: 6,7464 Company Working: ARVATO AG is a global provider of customer relationship management (CRM), supply chain management (SCM), financial solutions, and IT services. The company provides its services for a wide range of industry verticals in over 40 countries. Arvato AG is one of the eight business divisions of Bertelsmann SE & Co. KGaA. The company offers its services to a number of industry verticals including IT & telecommunication, energy & utilities, BFSI, and e-commerce among others. The company’s supply chain solutions include designing and developing supply chain for different products including highly sensitive drugs to customer luxury goods. The financial solutions offered by company include various financial services related to payments and cash flows. The Arvato systems segment include IT consulting service, implementation of standard software, and IT outsourcing services. The Majorel divisions include customer experience business that offers services to improve customer experience, revenue generation, and strengthen customer engagement.
Company Headquarters: US Founded: 1983 Workforce: 229,000 (of SYNNEX Corporation) Company Working: Concentrix Corporation is a subsidiary of SYNNEX Corporation, a global technology firm. Concentrix Corporation offers technology-based strategic solutions and end to end business services that are focused on customer engagement, process optimization, technology innovation, back-office automation, and business transformation to various clients across different industry verticals. The company offers customer lifecycle management, marketing solution, finance & accounting solution, analytics & insights, IT services, and consulting services. The company caters to the need of various industry verticals including automotive, BFSI, consumer electronics, healthcare, media & entertainment, and retail & e-commerce, among others. In the year 2018, the company acquired Convergys Corporation to strengthen its service portfolio. The company serves over 650 clients globally. It delivers its services from over 275 locations in numerous countries like the Americas, Europe, Asia-Pacific, and Africa. The services are offered to customers in more than 70 languages.
Company Headquarters: Luxembourg Founded: 1999 Workforce: 153,038 Company Working: Atento S.A is the global provider of business process outsourcing (BPO) and customer relationship management (CRM) provider. The company was formed as part of Atalaya Luxco Topco S.C.A. (Topco). The company designs customized solutions to solve specific business needs. The company offers varied business solutions namely sales, customer care, technical support, collections, and back-office services. Sales solutions cover lead generation and process automation. The company creates strategies that help in boosting sales and increasing the overall operational efficiency for enterprises. Customer care/support solution includes managing active calls and managing claims and enquires for products and services. Technical support includes managing the entire customer relationship journey. Collection solutions include the use of comprehensive collection platform that involves analytics, AI, predictive dialers, a multichannel platform, and a negotiation portal that helps in achieving a higher conversion rate and better results at low cost. Back office solutions include integration of business process, document capture, issuance and formalization of contracts, across client life cycle. The company has over 400 clients globally. At the end of the year 2018, the company had 100 customer relationship centers and around 92,271 workstations in over 13 countries.
Company Headquarters: US Founded: 1982 Workforce: 52,400 Company Working: TTEC Holdings Inc. is a global provider of customer experience technology and related services. The company helps large, global enterprises to increase their revenue and reduce costs by offering personalized customer experience across different interaction channels. The company has two reportable business segments namely, TTEC Digital and TTEC Engage. TTEC Digital designs and builds human-centric and tech-enabled customer experience solutions while TTEC Engage works as a global delivery center of excellence that offers customer acquisition, revenue growth, digital fraud prevention & acquisition, and content moderation services. The company offers its services in 23 countries 85 customer engagement centers across six continents. The company operates under four business segments comprising TTEC Digital—customer strategy service (CSS) and customer technology service (CTS), TTEC Engage— customer growth service (CGS) and customer management service (CMS). The company generates approximately 84% of its revenue from TTEC Engage center of excellence. The company offers its services across various industry domains including automotive, healthcare, financial services, government, media & entertainment, retail, transportation, and technology. The company has developed a contact center software platform namely, Humanify which is a cloud-based customer experience platform across different industry verticals. The company’s customer engagement center is spread across different countries. As of December 31, 2018, the company had a total of 85 delivery centers, with 38 of them in the US and 19 in the Philippines.
Company Headquarters: US Founded: 1975 Workforce: 5000 Company Working: DialAmerica Marketing Inc. provides telemarketing services. Over 5,000 DialAmerica employees work for a diverse portfolio of clients in multiple industry sectors including financial services, consumer products, communications, healthcare, pharmaceutical, technology, energy, government, and fundraising. The company operates call centers in the United States.
6 interactive charts drawn from the Outbound Telemarketing Market dataset — market size, regional splits and each segment breakdown. Open one to read its full data table and download it.
Global Outbound Telemarketing Market South America
Global Outbound Telemarketing Market Germany, France, United Kingdom and Rest Of Europe By Country
Global Outbound Telemarketing Market China, India, Japan and Rest Of Asia Pacific By Country
Global Outbound Telemarketing Market United States, Canada and Mexico Of North America By Country
Global Outbound Telemarketing Market Middle East And Africa
Global Outbound Telemarketing Market By Region
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Historical performance and future projections (2020–2030, USD Billion)
Market Size (USD Mn)
