Technical Support Outsourcing Market

Market Overview

The global technical support outsourcing market size was valued at USD 44.36 billion in 2021 and is projected to reach USD 80.33 billion by 2030, registering a CAGR of 6.82% from 2022 to 2030.

Amid the ongoing crisis caused by the coronavirus, businesses that operate in the market for technical support outsourcing are concentrating their efforts on mission-critical projects in the retail, BFSI, and pharmaceutical industries. This is done to establish reliable revenue streams. However, the market's growth is being hampered by the possibility of customer databases being stolen or lost across numerous end markets such as the hospitality industry, eCommerce, and the logistics industry.These are just a few examples of end markets affected by this issue.

Consequently, companies that provide technical support outsourcing should increase their research and development efforts in emerging technologies such as quantum computing and other computing filters to thwart any potential attempts at data theft. Opportunities for revenue generation are being created for providers of technical support due to the growing demand for electronic billing, digital payment systems, and the maintenance of electronic health data records.

Market Dynamics

Global Technical Support Outsourcing Market Drivers

• The need for cost-effective solutions to improve efficiency is driving the technical support outsourcing market

Customers expect services to be even more user-friendly, rapid, and convenient in today's market. However, due to the significant investments in office space, equipment, and personnel required, satisfying customers' requirements is an expensive endeavor. In addition, businesses are required to spend money on system upgrades and maintenance, regular training, and unanticipated technical issues such as a broken server, all of which contribute to increased operational expenses and decreased profits. In contrast, there will be a reduction in operational and infrastructure costs for businesses that outsource their work in providing technical support to a company that specializes in providing technical support. As a result, the market for outsourcing technical support will continue to expand throughout the period covered by this forecast.

• The expansion of SMEs creates revenue opportunities for service providers

Many small and medium-sized businesses (SMEs) have no choice but to contract out their technical support services because they do not have enough capital funding. The expansion of global SMEs has opened up opportunities for companies that provide technical support outsourcing. The demand for outsourcing services has increased due to the freeing up of internal resources and the availability of reasonably priced and qualified technical support staff.

The expansion of the market for technical support outsourcing is driven by a lack of in-house technical knowledge and technology awareness. By contracting out customer service and support, original equipment manufacturers and independent software vendors are free to concentrate on their core business processes.

Global Technical Support Outsourcing Market Restraints

• Outsourcing compromising technical support quality is one of the challenges limiting the market growth

The staff can save time and concentrate on their core competencies when the technical support is outsourced. It enables businesses to concentrate on their unique selling propositions, or USPs (USPs). Every company has something they call their "unique selling proposition," which is what sets them apart from their rivals. Unique selling propositions enable businesses to expand and satisfy customer needs. When companies devote resources to secondary activities like technical support, the quality of front-end services may suffer. It is anticipated that the growth of the technical support outsourcing market will be slowed due to this.

• The risk of losing data or having it stolen could slow market growth

Outsourcing presents several challenges, including losing quality control in technical support services. The reputations of the brands could suffer as a result of this failure. Most businesses believe outsourcing their technical support furthers them from their customers. Data breaches, such as the exposure of confidential customer databases, can result in significant financial harm to clients of companies that outsource their technical support. Technical support outsourcing companies are increasing their research and development efforts in quantum computing to prevent data breaches and loss.

Global Technical Support Outsourcing Market Opportunity

• Service Providers with Strong Internal IT Teams Can Offer Integrated Customer Support

In order to increase employee capability and accessibility, businesses need to cultivate professional IT skills with the assistance of dependable IT teams. Internal IT teams of an enterprise monitor the operating systems of the enterprise's information technology to identify and fix problems before they can affect business segments. This results in increased employee productivity and flexibility, which ultimately makes a company more dynamic.

The company can focus on its core business segments thanks to the solid in-house IT team, which allows it to provide adequate technical support outsourcing to customers worldwide.

Segmental Analysis

The global technical support outsourcing market share has been segmented by Service, By Industry, and by Geography.

• Segment by Service

The global technical support outsourcing market has been segmented by Service, which has been further sub-segmented into Customer Acquisition (Delivery and Installation, Warranty, Post Sales Service), Call Center Services, and Others (Email Support and Live Chat Support)

• Segment by Industry

The global technical support outsourcing market has been segmented by Industry which has been further sub-segmented into Manufacturing & Automotive, Education, Energy & Utilities, BFSI, Retail & E-commerce, IT & Telecommunication, Media & Entertainment, Logistics & Supply Chain, Healthcare & Pharmaceuticals, Others (Construction, Hospitality)

Regional Analysis

The global technical support outsourcing market share is split by region into North America, Europe, Asia-Pacific, Middle East & Africa, and South America:

More than half of the total market expansion will be accounted for by growth in APAC during the period covered by the forecast. China and India are currently the two most important markets in the Asia-Pacific region for outsourcing technical support services. It is anticipated that the market's growth rate in this particular region will be significantly faster than that of the market in various other regions.

Growing demand for cost reduction will act as a driving force behind the market expansion for technical support outsourcing in APAC throughout the forecast period. This expansion will take place in the Asia Pacific. This report on the market contains in-depth information on the marketing gaps, opportunities for regional expansion, and competitive intelligence regarding the vendors. The vendors will be able to develop more efficient business plans with the help of the information in this document.

Recent Developments

• In July 2022: Recent news includes the announcement of a strategic partnership between CSS Corp and Conversica, Inc., the leading provider of Conversation Automation solutions for enterprise revenue teams. The purpose of this partnership is to assist businesses so that they may enhance their customers' experiences and develop new sources of revenue.
• In July 2022: NEC Corporation recently finished the acquisition of Aspire Technology, an Irish company that specialises in the integration of open networks, in order to strengthen its position in the rapidly expanding open access network sector. Aspire Technology is based in Ireland and has been in business for quite some time.
• In July 2022: In order to foster greater business agility throughout the Asia Pacific region, NEC Corporation has strengthened its partnership with the Project Management Institute (PMI). As a consequence, the NEC Corporation has earned the distinction of being the first Disciplined Agile® Consulting Partner in the Asia Pacific region to facilitate business transformation.

Technical Support Outsourcing Market Segmentation

Based on Service

• Customer Acquisition
• Delivery & Installation
• Warranty
• Post Sales Service
• Call Centre Services
• Others (Email Support and Live Chat Support)

Based on Industry

• Manufacturing & Automotive
• Education
• Energy & Utilities
• BFSI
• Retail & E-commerce
• IT & Telecommunication
• Media & Entertainment
• Logistics & Supply Chain
• Healthcare & Pharmaceuticals
• Others (Construction, Hospitality)

Based on Region

North America

• US
• Canada
• Mexico

Europe

• UK
• Germany
• France
• Italy
• Spain
• Belgium
• Denmark
• Austria
• Sweden
• Rest of Europe

Asia Pacific

• China
• Japan
• South Korea
• India
• Australia
• Rest of Asia Pacific

Rest of the world

• South America
• Middle East
• Africa