Call center service outsourcing refers to the call center outsourcing service provider, which uses its existing call center equipment, seats, personnel and operation management experience to provide seat leasing and seat outsourcing to enterprise users in the form of leasing, or accepts the entrustment of enterprise users to provide outbound service and personnel assignment service, undertakes the construction and operation management of enterprise users' call centers, and provides support for enterprise users' marketing and customer service. The service outsourcing of call centers began in the 1980s. In western developed countries, as a part of CRM, call center, like R&D and sales, is an important part of all kinds of enterprise activities and one of the important measures for enterprises to improve their marketing network, improve service quality and enhance their competitiveness. Outsourcing enterprises entrust one or several aspects of their business to outsourcing service providers, and at the same time focus on the most core competitive part of their business, which has long been an important development strategy and management model for foreign enterprises.

At present, call center service outsourcing has become a new growth point of service outsourcing industry. Call center has not only become a multimedia platform and an important means of communication between enterprises and customers, but also gradually changed from a cost center to a profit center, becoming a comprehensive benefit center integrating customer contact, customer service, information consultation, quality management and marketing, which can bring intangible value and tangible profits to enterprises. At present, many domestic enterprises have begun to deepen their understanding of call center outsourcing and gradually change their business philosophy. Some enterprises have begun to plan to outsource call center business. With this change, the outsourcing service of domestic call centers will be further developed. According to incomplete statistics, the total number of seats in China call center exceeds 340,000, and the cumulative market size is about 35 billion yuan, with the annual growth rate exceeding 19%. From the initial aviation, telecommunications, finance and other industries, it has now spread to dozens of industries. Experts believe that China has become the second largest outsourcing service country in the world after India. According to the forecast of Bi Bo Consulting, the growth rate of China's service outsourcing industry is 30%, and the total revenue of China's service outsourcing industry will reach $26.2 billion in 20 10 and $56 billion in 20 15.