Market Overview

In FY2024, the domestic call center service market declined 3.5% year-on-year to 1,051,700 million yen (based on the sales at businesses). The decline was driven by reduced demand for large-scale projects linked to the COVID-19 crisis, particularly from public and government sector clients. We conclude that the need for large-scale call centers ended in FY2024.
Meanwhile, structural challenges (such as a shrinking working-age population and persistent labor shortages), combined with growing demand for digital customer interactions through chatbots and social media, are fueling outsourcing of call center operations. Labor shortages remain a widespread issue across industries of all sizes, and companies are increasingly turning to outsourcing to optimize human resources.
The domestic contact center solution market grew 5.0% in FY2024 to 419,000 million yen (based on the sales at the businesses). Ongoing labor shortages and workstyle reforms are driving demand for solutions that streamline contact center operations.

Noteworthy Topics

Generative AI as a Tool for Expanding Human Abilities, Not Replacing Jobs

This survey focused on gathering information about the impact of generative AI on call center and contact center industry. In the call center segment, generative AI is recognized as a technology that brings about significant transformation in their operation, as large language models are highly compatible with tasks like speech-to-text conversion and chat support. Therefore, the sector is actively adopting generative AI solutions.


Generative AI is seen as means to overcome labor-intensive business model, expected to improve operational efficiency, reduce cost, and enhance service quality. It is utilized for automating routine tasks, establishing 24/7 support systems, and upgrading customer service channels. This shift places operators in a situation where they are increasingly required to handle more complex and advanced customer interactions.


Looking ahead, companies view generative AI not as a threat that replaces humans, but as a tool that supports human capabilities and creates new value. Establishment of a next-generation contact center where AI complements humans is awaited.

Future Outlook

Following the end of large-scale call centers due to the COVID-19 pandemic, the domestic call center market is expected to remain at the same level in FY2025 as in the previous fiscal year.
In contrast, the domestic contact center solutions market is projected to grow steadily in FY2025 and beyond. The ongoing operator shortage, driven by a declining labor force, is accelerating the automation of tasks traditionally handled by operators. As a result, market expansion is anticipated, assuming system investments cover not only telephone operations but also areas such as data utilization, including CRM (Customer Relationship Management).

Research Outline