The global help desk outsourcing market size reached US$ 9.0 Billion in 2023. Looking forward, the publisher expects the market to reach US$ 17.4 Billion by 2032, exhibiting a growth rate (CAGR) of 7.6% during 2023-2032. The expansion of large and small and medium-sized enterprises, increasing demand for cost-efficient and streamlined customer support services, and the growing demand for efficient customer support services represent some of the key factors driving the market.
Help desk outsourcing refers to the practice of partnering with an external provider to manage customer support service. It offers faster response time and reliable, round-the-clock assistance for the needs of clients and internal employees. It assists organizations in gaining access to specialized expertise and improving service quality and operational efficiency. It also aids in reducing expenses of recruiting and training new and existing staff. It enables companies in mitigating risks associated with staff turnover, skill gaps and reliance on specific individuals for strategic support. Besides this, as it ensures a seamless onboarding process that minimizes disruptions and maintains continuity, the demand for help desk outsourcing services is increasing across the globe.
Help desk outsourcing refers to the practice of partnering with an external provider to manage customer support service. It offers faster response time and reliable, round-the-clock assistance for the needs of clients and internal employees. It assists organizations in gaining access to specialized expertise and improving service quality and operational efficiency. It also aids in reducing expenses of recruiting and training new and existing staff. It enables companies in mitigating risks associated with staff turnover, skill gaps and reliance on specific individuals for strategic support. Besides this, as it ensures a seamless onboarding process that minimizes disruptions and maintains continuity, the demand for help desk outsourcing services is increasing across the globe.
Help Desk Outsourcing Market Trends:
Rapid urbanization and the expansion of public and private organizations represent one of the key factors positively influencing the market. Additionally, the escalating demand for efficient and streamlined customer support services is encouraging the adoption of help desk outsourcing services across the globe. Along with this, there is a rise in the volume of customer inquiries across multiple channels, which is driving the requirement for automated ticketing, routing, and self-service solutions. Apart from this, the widespread adoption of cloud-based helpdesk outsourcing platforms, on account of various advantages offered, which include scalability, flexibility, and ease of deployment, is favoring the market growth. Furthermore, the rising trend of bring your own device (BYOD) is catalyzing the demand for help desk outsourcing services. Additionally, the increasing utilization of help desk outsourcing services by small and medium-sized enterprises (SMEs) that have limited workspace and labor funds for in-house auxiliary departments is creating a positive outlook for the market. Moreover, the rising adoption of outsourcing services in the healthcare industry for cost optimization and allocation of resources to core medical services and strategic initiatives is propelling market growth. This, coupled with the rising trend of telehealth and remote patient monitoring (RPM) facilities, is increasing the need for help desk support to assist patients and healthcare providers with telemedicine platforms, video consultations, remote monitoring devices, and troubleshooting connectivity issues. RPM helps reduce travel costs and the risk of developing hospital-acquired infections (HAIs) among patients and healthcare professionals.Key Market Segmentation:
The publisher provides an analysis of the key trends in each segment of the global help desk outsourcing market, along with forecasts at the global, regional, and country levels from 2024-2032. The report has categorized the market based on type, service type, organization size, and industry verticals.Type Insights:
- Outsourced Level 1 and Level 2
- Outsourced Technical Helpdesk
Service Type Insights:
- Legal Services
- Facilities Management
- HR Services
- Finance and Accounting
- Others
Organization Size Insights:
- Large Enterprises
- Small and Medium-sized Enterprises
Industry Verticals Insights:
- Automotive
- Consumer Goods
- IT (Information Technology)
- Telecommunication
- Others
Regional Insights:
- North America
- United States
- Canada
- Asia-Pacific
- China
- Japan
- India
- South Korea
- Australia
- Indonesia
- Others
- Europe
- Germany
- France
- United Kingdom
- Italy
- Spain
- Russia
- Others
- Latin America
- Brazil
- Mexico
- Others
- Middle East and Africa
Competitive Landscape:
The report has also provided a comprehensive analysis of the competitive landscape in the global helpdesk outsourcing market. Detailed profiles of all major companies have been provided. Some of the companies covered include Accenture Plc, Business Support Solution SA, Call Center Inter Galactica Sp. z o.o., Computer Generated Solutions Inc., HCL Technologies Limited, IBM Corporation, Infosys Limited, Qcom Outsourcing Ltd., Tata Consultancy Services Ltd. (Tata Group), Wipro Limited, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.Key Questions Answered in This Report:
- How has the global help desk outsourcing market performed so far, and how will it perform in the coming years?
- What are the drivers, restraints, and opportunities in the global help desk outsourcing market?
- What is the impact of each driver, restraint, and opportunity on the global help desk outsourcing market?
- What are the key regional markets?
- Which countries represent the most attractive help desk outsourcing market?
- What is the breakup of the market based on the type?
- Which is the most attractive type in the help desk outsourcing market?
- What is the breakup of the market based on the service type?
- Which is the most attractive service type in the help desk outsourcing market?
- What is the breakup of the market based on the organization size?
- Which is the most attractive organization size in the help desk outsourcing market?
- What is the breakup of the market based on the industry verticals?
- Which is the most attractive industry verticals in the help desk outsourcing market?
- What is the competitive structure of the global help desk outsourcing market?
- Who are the key players/companies in the global help desk outsourcing market?
Table of Contents
1 Preface3 Executive Summary12 Value Chain Analysis14 Price Analysis
2 Scope and Methodology
4 Introduction
5 Global Help Desk Outsourcing Market
6 Market Breakup by Type
7 Market Breakup by Service Type
8 Market Breakup by Organization Size
9 Market Breakup by Industry Verticals
10 Market Breakup by Region
11 Drivers, Restraints, and Opportunities
13 Porters Five Forces Analysis
15 Competitive Landscape
List of Figures
List of Tables
Companies Mentioned
- Accenture Plc
- Business Support Solution SA
- Call Center Inter Galactica Sp. z o.o.
- Computer Generated Solutions Inc.
- HCL Technologies Limited
- IBM Corporation
- Infosys Limited
- Qcom Outsourcing Ltd.
- Tata Consultancy Services Ltd. (Tata Group)
- Wipro Limited
Methodology
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Table Information
| Report Attribute | Details |
|---|---|
| No. of Pages | 146 |
| Published | March 2024 |
| Forecast Period | 2023 - 2032 |
| Estimated Market Value ( USD | $ 9 Billion |
| Forecasted Market Value ( USD | $ 17.4 Billion |
| Compound Annual Growth Rate | 7.6% |
| Regions Covered | Global |
| No. of Companies Mentioned | 10 |
