Frost & Sullivan: Low Employment Costs is a Top Driver for Vietnam's Fast-growing Contact Center market

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• Publié par: frost-sullivan
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• Langue: English

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Frost & Sullivan: Low Employment Costs is a Top Driver for Vietnam's Fast-growing Contact Center market

PR Newswire KUALA LUMPUR, Malaysia, Sept. 25, 2012

KUALA LUMPUR, Malaysia, Sept. 25, 2012 /PRNewswire/ --Vietnam's economic growth rate has been among the highest in theAsia Pacificregion in recent years, with an annual GDP rate of 7% - 8.5%. With customer service becoming a key focus inAsia Pacific,Vietnamis improving customer relationships for the purpose of greater loyalty, brand recall and profitability. According to Dao Thi Minh Thao, Research Associate, ICT Practice, Frost & Sullivan APAC, this effort is leading to an impressive growth in its contact center industry that was estimated to be worthUS$4.2 millionin 2011 and is expected to reachUS$11.4 millionin 2018 with a growth rate of 15%. Basic applications like Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), and Call Monitoring (CM) are still leading the trends in theVietnamcontact center market. "ACD is the biggest contributor that accounts for almost 40% of all applications and is still growing at a fast rate as majority of contact centers' primary purpose is to support incoming voice calls. It is forecasted that in 2018, ACD will reach the saturated status of 31.7% from 37.3% in 2011 and start to slow down. The same will happen to other current major applications like CTI and IVR," said Thao. BFSI and Telco are the largest contributing verticals and are likely to remain so due to an ever- increasing customer base and an adequate supply of capital to invest in new technologies and solutions. The customer-intensive industries of BFSI and Telco are characterized by large deployments of centers with 200 seats and above. This size band will grow in prominence as these two industry verticals are likely to dominate revenue contribution. "Most contact center projects inVietnamare deployed by banks, financial institutions and Telco service providers. These sectors require a high level of customer care; large seat numbers are needed to always be available to serve customers," said Thao. She added, "Currently, the less than 50 seat contact centers comprise of only more than 2%. Over time, the market is expected to see a higher growth of less than 50 seats and 51-200 seat horizontals based on the increasing demand from the SMB segment as well as more integrated, cost-effective solutions provided." Vietnamhas been established as a credible low cost alternative destination for offshore and outsourced services. Hiring IT professionals inVietnamis 30%- 50% less expensive as compared to other outsourcing countries likeIndiaand the Philippines. "Studies have showed thatVietnamwith a strong workforce of more than 15,000 IT engineers of software outsourcing alone and its low labor cost is an undeniable advantage that drives international companies to this new ideal outsourcing destination," said Thao.