At 5.7% CAGR, the Middle East & Africa Customer Care BPO Market is projected to be worth US$ 2,618.71 million by 2028, says Business Market Insights

According to Business Market Insights’ research, the Middle East & Africa customer care BPO market is expected to grow from US$ 1,986.49 million in 2023 to US$ 2,618.71 million by 2028, registering an annual growth rate of 5.7% from 2023 to 2028.  Emergence of technologies such as artificial intelligence and cloud computing and progressive IT and telecommunications sector are the critical factors attributed to the Middle East & Africa customer care BPO market expansion.                

Cloud computing today is a major force driving digital transformation across industries. It reduces management and operational costs. Cloud computing holds tremendous potential, and the notion of the cloud being limited to only IT functions has completely changed. It assimilates with other technologies such as artificial intelligence (AI), edge computing, and the Internet of Things (IoT). Artificial Intelligence (AI) as created a paradigm shift in almost all verticals, including the BPO sector. Consolidating operations in the BPO sector with AI has made processes more efficient and cost-effective. For example, AI can be used for BPO processes involving financial and account management, vocal recognition in customer service, analyzing big data for decision-making, and so on. Thus, the emergence of technologies such as AI and cloud computing is bringing new trends in the customer care BPO market. Technological evolution, digital transformation, and the COVID-19 pandemic have led to increased integration of AI into customer care BPO services. The integration allows service providers to improve real-time communications with customers. AI has changed the way brands connect with customers, making it easier to create personalized experiences and nurture long-term relationships. Moreover, AI and cloud computing also bridge the gap between the high-volume, high-velocity data being generated and the ability to use these data to engage customers in real time. The integration of customer care services with AI helps BPO firms provide 24/7 support, along with resolving simple issues and personalizing their services. In sales businesses, it helps personalize and scale the sales process. AI-based speech recognition, virtual assistants, and interactive voice responses have substantially decreased the customer waiting time before reaching a customer care executive. In addition, furthering the role of AI-powered omnichannel routing allows for seamless switching between multiple channels, such as chats and voice calls, with executives always being ready to address customer queries or complaints. Smart BPOs integrated with AI help businesses in optimizing and automating their services, thereby making business processes less expensive, environmentally friendly, and more efficient.

On the contrary, concerns regarding data security and privacy hurdles the growth of Middle East & Africa customer care BPO market.    

On the basis of solution, the Middle East & Africa customer care BPO market is segmented into nearshore outsourcing, onshore outsourcing, and offshore outsourcing. The offshore outsourcing segment held 54.5% market share in 2023, amassing US$ 1,083.42 million. It is projected to garner US$ 1,474.12 million by 2028 to expand at 9.6% CAGR during 2023–2028.  

Based on end user, the Middle East & Africa customer care BPO market is further segmented into oil & gas, IT & telecom, power & utility, and others. The IT & telecom segment held 27.3% market share in 2023, amassing US$ 541.59 million. It is projected to garner US$ 776.19 million by 2028 to expand at 7.5% CAGR during 2023–2028.  

Based on country, the Middle East & Africa customer care BPO market is segmented into South Africa, Saudi Arabia, UAE, and the Rest of Middle East & Africa. Our regional analysis states that rest of MEA captured 35.7% market share in 2023. It was assessed at US$ 708.81 million in 2023 and is likely to hit US$ 982.05 million by 2028, exhibiting a CAGR of 6.7% during the forecast period.    

Key players dominating the Middle East & Africa customer care BPO market are Alorica Inc, Comdata SpA, Concentrix Corp, Foundever Operating Corp, Teleperformance SE, Telus International Cda Inc, TTEC Holdings Inc, and Webhelp Inc among others.

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