Help Desk Outsourcing Market

Global Help Desk Outsourcing Market:

The global help desk outsourcing market size reached US$ 9.0 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 17.4 Billion by 2032, exhibiting a growth rate (CAGR) of 7.29% during 2024-2032. 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 growth.

Help Desk Outsourcing Market Analysis:

• Major Market Drivers: 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.
• Key Market Trends: 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. Moreover, the rising trend of Bring Your Own Device (BYOD) across organizations is also catalyzing the help desk outsourcing market demand.
• Competitive Landscape: Some of the prominent companies in the market 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), and Wipro Limited, among many others.
• Geographical Trends: According to the help desk outsourcing market dynamics, North America acquired the largest share owing to the integration of advanced technologies such as AI, machine learning, chatbots, and automation in help desk outsourcing which enhances efficiency, reduces response times, and improves customer satisfaction.
• Challenges and Opportunities: Fluctuating cost of outsources is one of the key challenges that the market is facing. However, outsourcing can lead to improved customer service levels, faster response times, and enhanced service availability, contributing to better overall customer experience, and further offering lucrative opportunities in the market.
   

Help Desk Outsourcing Market Trends:

Expansion of Telehealth Services

As telehealth services expand, healthcare providers require robust help desk support to assist patients with technical issues, appointment scheduling, billing inquiries, and troubleshooting related to telehealth platforms and devices. For instance, according to an article published by Unity Communications, telehealth outsourcing reduces the administrative burden for healthcare practitioners. Scheduling, billing, and data management are all administrative duties that can take up a lot of time and resources. Healthcare organizations might streamline their operations by outsourcing certain activities. Besides this, outsourcing help desk services to regions with lower labor costs that can help healthcare providers to manage their operational expenses effectively, especially important as they navigate budget constraints and funding challenges. By outsourcing help desk functions, healthcare providers can free up internal resources and staff to focus on patient care, improving overall service delivery and patient satisfaction. For instance, according to an article published by Savvycom, healthcare process outsourcing allows one to save time and costs while offering outstanding patient care. Outsourcing operations such as medical billing, coding, and claims processing allows businesses to recapture time and focus on their core competencies. These factors are further contributing to the help desk outsourcing market share.

Increasing Complexity in IT Infrastructure

The increasing complexity of IT infrastructure is indeed a significant driver for the growth of the help desk outsourcing market. With global operations and round-the-clock business operations becoming more common, there is a growing demand for 24/7 IT support services. Outsourcing providers can offer continuous support across different time zones, ensuring minimal downtime and faster issue resolution. For instance, in March 2023, Rimini Street, Inc., a provider of end-to-end enterprise software support, launched Rimini One, its outsourcing service program that offers integrated services to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise applications, databases and technology software. The program aims to simplify the complexity of managing mission-critical enterprise software. With Rimini ONE, clients can fully outsource the support and management of their entire enterprise software stack. It provides 24/7/365 support with a guaranteed 10-minute response time SLA for important cases. This is further positively influencing the help desk outsourcing market price trends. Besides this, outsourcing help desk operations assists in lowering the cost as compared to managing in house team. For instance, according to an article published by Calance, manual ticket management can cost $22 per incident, but outsourcing service desk tickets can dramatically lower this cost when scaled. These factors are positively influencing the help desk outsourcing market revenue.

Technological Advancements

Technological advancements have significantly transformed helpdesk outsourcing operations, enhancing efficiency, customer satisfaction, and overall service delivery. Artificial Intelligence (AI) and automation technologies have revolutionized helpdesk operations. Chatbots powered by AI can handle routine customer queries, provide instant responses, and even initiate basic troubleshooting steps. For instance, in February 2024, Riverbed, a unified observability provider, introduced configurable runbooks (Riverbed automation) and incorporated sentiment analysis into Aternity's Intelligent Service Desk, thereby initiating AI-driven automated remediation. More complex remediations are made possible by Aternity's configurable runbooks, which replicate sophisticated investigations by comparing end-user impact and real-time granular performance data to pinpoint the incident's root cause and solve the most difficult IT problems. Through the integration of sentiment analysis across remediation workflows, from issue identification to resolution, the new Intelligent Service Desk capabilities also allow IT to comprehend end-user satisfaction. This reduces the workload on human agents, speeds up response times, and ensures round-the-clock availability. Moreover, rising funding activities to enhance the customer experience by integrating AI are also propelling the market growth. For instance, in June 2024, Deskpro, a London-based provider of helpdesk software solutions, raised US$ 25 Million in a Series A fundraising round headed by Elsewhere Partners. The UK company intended to utilize the funds to grow its customer experience team, extend its AI-powered help desk products, and establish a stronger presence in important regions, including the United States. These factors are further bolstering the help desk outsourcing market revenue.

Global Help Desk Outsourcing Industry Segmentation:

IMARC Group 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. Our report has categorized the market based on type, service type, organization size, and industry verticals.

Breakup by Type: 

• Outsourced Level 1 and Level 2
• Outsourced Technical Helpdesk
   

Outsourced technical helpdesk represented the largest segment

The report has provided a detailed breakup and analysis of the help desk outsourcing market based on the type. This includes outsourced Level 1 and Level 2 and outsourced technical helpdesk. According to the report, outsourced technical helpdesk represented the largest segment.

According to the help desk outsourcing market outlook, outsourcing technical helpdesk functions can be more cost-effective compared to maintaining an in-house team. It reduces overhead costs associated with hiring, training, infrastructure, and ongoing management of IT support staff. Moreover, outsourcing providers often have access to a pool of skilled professionals with expertise in various technical domains. This allows organizations to benefit from specialized knowledge and experience without having to invest in extensive training or hiring processes.

Breakup by Service Type: 

• Legal Services
• Facilities Management
• HR Services
• Finance and Accounting
• Others
   

The report has provided a detailed breakup and analysis of the help desk outsourcing market based on service type. This includes legal services, facilities management, HR services, finance and accounting, and others.

Outsourcing legal services provides access to specialized legal expertise without the need for maintaining an in-house legal department. It can be more cost-effective for organizations, especially smaller firms or startups, to outsource legal services rather than hiring full-time legal staff. Moreover, outsourcing facilities management helps streamline operations related to maintenance, security, cleaning, and space utilization. It allows organizations to manage facility-related costs more effectively through optimized service contracts and vendor management. Apart from this, outsourcing HR functions such as payroll processing, benefits administration, and employee relations ensure efficient and compliant HR operations. It reduces costs associated with hiring, training, and retaining HR staff, as well as investing in HR technology and infrastructure

Breakup by Organization Size: 

• Large Enterprises
• Small and Medium-sized Enterprises
   

Large enterprises represented the largest segment

The report has provided a detailed breakup and analysis of the help desk outsourcing market based on organization size. This includes large enterprises and small and medium-sized enterprises. According to the report, large enterprises accounted for the largest market share.

According to the help desk outsourcing market overview, large enterprises can achieve cost savings by leveraging the scale and efficiency of outsourcing providers, which spread infrastructure and operational costs across multiple clients. It eliminates the need for large investments in helpdesk technology, facilities, and training, allowing enterprises to redirect resources to core business activities. Apart from this, outsourcing partners offer flexible staffing and resource allocation models that can quickly scale up or down based on fluctuating helpdesk demand, seasonal peaks, or business expansion.

Breakup by Industry Verticals:

• Automotive
• Consumer Goods
• IT (Information Technology)
• Telecommunication
• Others
   

A detailed breakup and analysis of the help desk outsourcing market based on the industry verticals has also been provided in the help desk outsourcing market report. This includes automotive, consumer goods, IT (information technology), telecommunication, and others.

Outsourced helpdesk services provide technical support for automotive manufacturers, dealerships, and suppliers, handling inquiries related to vehicle diagnostics, software updates, and technical specifications. Helpdesk outsourcing ensures prompt resolution of customer queries, warranty claims, and service appointments, enhancing customer satisfaction and loyalty. Moreover, in the consumer goods industry, helpdesk outsourcing manages customer inquiries about product features, troubleshooting, and warranty services for consumer goods such as electronics, appliances, and household items. Apart from this, outsourcing IT helpdesk functions handles user support, software/hardware troubleshooting, network issues, and IT infrastructure management for internal employees and external clients.

Breakup by Region:

• 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
   

North America accounts for the largest market share

The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for help desk outsourcing.

According to the help desk outsourcing market statistics, some of the factors driving the North America help desk outsourcing market included the rising reliance on automation for minimizing human errors, increasing adoption in various industries, advent of advanced technologies, etc. Outsourcing helpdesk services enable organizations to reduce operational costs associated with maintaining in-house support teams. It allows businesses to leverage economies of scale offered by outsourcing providers, who spread costs across multiple clients, thus lowering overall expenses. Moreover, by outsourcing non-core functions like helpdesk support, organizations can redirect internal resources and efforts toward core business activities, strategic initiatives, and innovation. This focus enhances productivity and efficiency in key operational areas. For instance, in September 2023, IRIS Software Group (IRIS), a global provider of professional accounting and payroll solutions, introduced IRIS Outsourcing for accounting firms in the United States.

Competitive Landscape:

The market research report has provided a comprehensive analysis of the competitive landscape. Detailed profiles of all major market companies have also been provided. Some of the key players

• 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
   

(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)

Help Desk Outsourcing Market Recent Developments:

• June 2024: Deskpro, a London-based provider of helpdesk software solutions, raised US$ 25 Million in a Series A fundraising round headed by Elsewhere Partners.
• April 2024: Zendesk collaborated with AWS and Anthropic at the company’s flagship global conference, Zendesk Relate 2024. With a focus on AI, the CRM and helpdesk provider aims at enhancing the speed, accuracy, and efficiency of its AI offerings.
• March 2024: Zendesk announced to acquire Ultimate, a customer support automation platform that uses AI, to provide a more complete AI offering for customer experience (CX).

Help Desk Outsourcing Market Report Scope:

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?

Key Benefits for Stakeholders:

• IMARC’s report offers a comprehensive quantitative analysis of various market segments, historical and current market trends, market forecasts, and dynamics of the help desk outsourcing market from 2018-2032.
• The research study provides the latest information on the market drivers, challenges, and opportunities in the global help desk outsourcing market.
• The study maps the leading, as well as the fastest-growing, regional markets. It further enables stakeholders to identify the key country-level markets within each region.
• Porter's five forces analysis assists stakeholders in assessing the impact of new entrants, competitive rivalry, supplier power, buyer power, and the threat of substitution. It helps stakeholders to analyze the level of competition within the help desk outsourcing industry and its attractiveness.
• Competitive landscape allows stakeholders to understand their competitive environment and provides an insight into the current positions of key players in the market.