No.3702
01/30/2025

Call Center Service & Contact Center Solution Market in Japan: Key Research Findings 2024

Market Size of Call Center Service for FY2023 Valued at 1,090,200 Million Yen (Down 5.6% YoY) & Contact Center Solution at 481,100 Million Yen (Up 4.0% YoY)

Yano Research Institute (the President, Takashi Mizukoshi) has conducted a survey on the domestic market of call center service and contact center solutions, and has found out the market trends by service, the trends of market players, and future perspectives.


Transition and Forecast of Call Center Service Market Size
Transition and Forecast of Call Center Service Market Size
Transition and Forecast of Domestic Contact Center Solution Market Size
Transition and Forecast of Domestic Contact Center Solution Market Size

Market Overview

The domestic call center service market for FY2023 decreased by 25.6% from the preceding fiscal year to 1,090,200 million yen (based on the sales at businesses). The decline was primarily driven by the reduction in demand for large deals related to the COVID-19 crisis, particularly among clients in the public and government sectors.
Meanwhile, intensifying economic issues (such as the decline of the working-age population and the chronic labor shortage), along with the rise in demand for digital customer interactions like chatbots and social media, are driving the outsourcing demand for call center operations.

The domestic contact center solution market for FY2023 reached 481,100 million yen, which represents a 4.0% increase from the previous fiscal year (based on the sales at the businesses).
One of the factors contributing to market growth is the ongoing shift to remote call center jobs. Demand for solutions that provide the necessary network and security to support work-from-home call center operations is expanding.

Noteworthy Topics

Introduction of Generative AI at Call Centers and Contact Centers in Progress

Coupled with rapid advancements in generative AI technology, call centers and contact centers are increasingly adopting AI-powered conversation summarization tools to streamline operations. With growing interest, AI-powered tools to assist operators are being included in every business deal. Speech recognition is also a key component of these deals, as translating spoken language into text is essential for AI to analyze and condense conversations.
To address the chronic labor shortage and establish 24/7 customer support, the call center/contact center industry has high expectations for generative AI. As technology progresses, we believe that enterprises not only optimize operations but leverage call center/contact center as CX hubs capable of collecting customer feedback quantitatively and qualitatively.

Future Outlook

Associated with the closure of large-scale call centers due to the COVID-19 pandemic, the size of the domestic call center market for FY2024 is forecasted to remain at the same level as the prior fiscal year.

On the other hand, the domestic contact center solutions market is projected to grow steadily in FY2024 and beyond. The introduction of generative AI and the rise in the proportion of cloud-based contact centers may lower unit prices, but they could expand the reach of contact center solutions to SMEs. Additionally, advancements in the development of multichannel call center solutions, which combine the convenience of web channels with traditional customer service via call centers, are expected.


Going forward, as more enterprises place importance on building customer experience (CX) and recognize the significance of call centers/contact centers as points of contact for capturing “raw” customer feedback, further expansion of the contact center solutions market is anticipated.

Research Outline

1.Research Period: August to October 2024
2.Research Object: Call center service providers and contact center solution vendors
3.Research Methogology: Face-to-face interviews by the expert researchers (including online interviews), surveys via telephone/email, and literature research

<What is the call center service market?>
In this research, size of the call center service market is calculated based on the sales at companies that provide customer correspondence such as inbound/outbound calling and email/faxing on contract basis.

<What is the contact center solution market?>
Size of the contact center solution market is calculated based on the sales at solution vendors that provide contact center solutions for call centers/contact centers.

<Products and Services in the Market>

Call center services (inbound calling, B2B outbound calling, B2C outbound calling, temporary staffing, subcontracting, outsourcing, customer support, order processing, helpdesk, sales & marketing assistance, researching, emailing, faxing, social media customer service), contact center solutions (hardware, software, system integration/service/aftercare, cloud-based solutions)

Published Report

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