Domestic Market's Growth Augurs Well for the Asia Pacific Contact Center Market, Finds Frost & Sullivan

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• Publié par: frost-sullivan
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• Langue: English

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Domestic Market's Growth Augurs Well for the

Asia Pacific Contact Center Market, Finds Frost

& Sullivan

PR Newswire

KUALA LUMPUR, Malaysia, July 10, 2012

- Large and qualified labor pool continues to attract outsourcers to

the region

KUALA LUMPUR, Malaysia

,

July 10, 2012

/PRNewswire/ -- The rise in domestic

demand for third-party services has firmly entrenched the

Asia Pacific

in the

global contact center outsourcing market. In 2011, 60.9 percent of the total

revenue was from domestic markets, largely because of the upswing in the

telecommunications and banking and financial services (BFS) sectors.

The telecommunications boom in

India

adds more than a million customers

annually, making a robust case for outsourcing contact center operations.

Similarly, in

China

, the mushrooming of banks and multinational companies has

popularized the outsourcing of customer relationship management (CRM)

services.

New analysis from Frost & Sullivan (http://www.contactcenter.frost.com),

Asia-

Pacific Contact Center Outsourcing - Domestic and Offshore Markets

,

finds that the market earned revenues of

US$17.18 billion

in 2011 and

estimates this to reach

US$29.72 billion

in 2017.

Domestic growth, along with solid infrastructure, geographical and cultural

proximity to western countries, and the presence of well-qualified, college-

educated, and low-cost labor that can serve clients in multiple languages has

made

Asia Pacific

the destination of choice for outsourcing.

This substantial market potential does not preclude concerns regarding quality

of services and security features, due to which, many companies prefer to

maintain contact center services in-house. Outsourcers are also hampered by

issues of high churn, market saturation in various countries, increasing costs,

anti-offshoring stance by many western countries, and a growing requirement

for self-servicing in CRM.

"While certain companies do not wish to outsource, some are willing to

outsource, provided the operations are on-shore or near-shore to locations with

similar language, diction, and culture," said Frost & Sullivan Senior Research

Analyst Sathya Subramanian. "This bias can be attributed to apprehensions

regarding a drop in both service quality and data security."

Outsourcers are looking to win back customers' confidence by implementing

several new technologies and strategies that will help them improve the quality

of services and offer better data security features. With the right kind of

innovation and strategies, supported by the various governments in the region,

outsourcers can maintain a healthy compound annual growth rate (CAGR) of

9.6 percent from 2011 to 2017.

"Entities throughout the

Asia Pacific

region are exploring various hosted contact

centers and Internet protocol-based technologies to provide superior services

in the most cost-effective manner," noted Subramanian. "Service providers are

also slowly expanding their portfolio to other non-voice, back-office operations