Global CRM BPO Services Market to Surpass US$24 Billion by 2030, Fueled by Cloud CRM and AI Integration

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Industry Experts, Inc. today released "Customer Relationship Management (CRM) BPO Services - A Global Market Overview," forecasting growth from US$16.8 billion in 2024 to over US$24 billion by 2030 at a CAGR of 6.1%. The study highlights the surge in subscription-based CX-as-a-Service models, with AI, automation and analytics embedded in over half of new contracts to enable real-time personalization and outcome-based pricing. Compliance (GDPR, CCPA), ESG-aligned outsourcing and hybrid workforce models are further driving demand for scalable, cloud-native CRM BPO solutions.

North America retains the largest regional share at 34.6% in 2024, driven by established outsourcing ecosystems in telecom, financial services and technology, plus high digital maturity. Asia-Pacific is poised for the fastest growth at a 7.9% CAGR through 2030, powered by expanding delivery hubs in India, the Philippines and Vietnam and rapid SMB adoption of AI-enabled, multilingual CX services. Europe follows at a 5.8% CAGR, supported by regulatory-driven CRM modernization, while South America (5.1% CAGR) and Middle East & Africa (4.7% CAGR) benefit from rising digital transformation initiatives.

Customer Relationship Management (CRM) BPO Services Market

Managed services command the market, accounting for 40% of global CRM BPO revenues in 2024 as enterprises continue to outsource multichannel contact center operations and technical support. Consulting services are the fastest-growing segment, expanding at a 7.3% CAGR through 2030 on the back of rising demand for customer intelligence frameworks and digital transformation roadmaps. Cloud-based CRM BPO deployments, which generated US$10 billion in 2024, are projected to grow at a 7.2% CAGR, reflecting enterprises’ preference for flexible, scalable, AI-integrated CX-as-a-Service offerings.

At the function level, customer service represents 50.5% of the market, with Salesforce automation the fastest-growing function at a 7.4% CAGR. SMEs are the quickest-growing client segment at a 7.3% CAGR, while among industry verticals, BFSI is largest with a 22.2% share. Retail & eCommerce leads vertical growth at a 7.6% CAGR, followed by Healthcare at 7.1%, driven by omnichannel engagement and patient experience mandates.

The report profiles more than 15 leading providers, including Teleperformance, Concentrix, TTEC, Genpact, Sitel Group (Foundever), Alorica, HGS, Infosys BPM, Wipro and Tech Mahindra, and examines market dynamics by deployment type, service type, company size, function and industry sector across North America, Europe, Asia-Pacific, South America and Middle East & Africa. Coverage spans historical data for 2021–2023, 2024 as the base year and forecasts through 2030, with detailed country-level analysis across 29 independent country markets.

About Industry Experts, Inc.
Industry Experts, Inc. ranks among the leading market research providers globally. The company's off-the-shelf and customized business intelligence reports offer strategic insights and valuable guidance to enable corporate strategists, analysts, researchers and startups in obtaining crisp, unbiased current and future market data. For more information, contact us at +1-320-497-3787 or visit https://industry-experts.com.

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