The Indian call center market – also known for being a Business Process Outsourcing (BPO) hub – is a key player globally, having experienced significant growth over recent years, particularly with the service provider community. This has been driven by factors including India having:
- A large, young, qualified population, with strong English and other language skills
- A skilled workforce
- Government support for the industry
- Relatively low labor costs compared to developed countries
Revenue in the BPO market is expected to show an annual growth rate (CAGR 2024-2029) of 8.76%, resulting in a market volume of US$10.94bn by 2029, according to Statisa.
Some of the key trends in this market include:
- Shift from voice to non-voice services: There is a growing demand for non-voice services such as email support, chat support, and social media support. These sit alongside the continued importance of voice support.
- Focus on automation: Call centers are increasingly adopting automation technologies such as chatbots and artificial intelligence (AI) to improve efficiency and reduce costs.
- Omnichannel customer service: Companies are seeking to provide seamless customer service across all channels – including phone, email, chat, and social media.
- Security and data privacy: There is a widespread increase in focus on security and data privacy in the call center industry as data breaches become more common.
With the benefits that expansion into India clearly brings, it is no surprise that leading players including Bright Pattern, Cisco, RingCentral, and others have made the move. The global CCaaS market is projected to reach $10.8 billion by 2028, and India’s domestic market is poised for substantial growth - estimated at Rs. 8,000 crore.
Bright Pattern is entering the fray, having recently had their new entity in India approved. The company’s CEO Michael McCloskey told CX Today that the process for American enterprises to set up in the subcontinent is not always easy. He noted that it took 5-6 months for approval - so it’s not necessarily a quick, easy move to make. The government tries to support technological expansion, however, with PM Modi’s Digital India campaign aiming to promote inclusive growth in electronic services, products, manufacturing, and job opportunities.