|
|
 |
|
Viewing report
|
|
|
|
Assessment of Asia Pacific Contact Center Market CY2010 ( APAC Summary)
Frost & Sullivan, Dec 2010, Pages: 64
This study is an assessment of the contact center industry across 6 regions in APAC: Australia & New Zealand, ASEAN, Greater China, India, South Korea and Japan. It contains market sizing and forecasting in terms of number of contact centers, number of agents as well as number of agent positions at an overall Asia Pacific level, as well as by region. Key market trends and market drivers and restraints are also discussed for each region. Trends are examined in terms of contact center model, verticals as well as by country serviced. Labour trends in terms of salary are also listed.
Research Overview
This Frost & Sullivan research service titled Assessment of Asia Pacific Contact Center Market CY2010 provides updates on market trends, market drivers and restraints and sizing across Asia Pacific. In this research, Frost & Sullivan's expert analysts thoroughly examine the following contact center types: hosted contact center, outsourced contact center, in-house contact center and captive contact center.
Market Overview
Growing APAC Contact Center Market Employs a Record 3.16 Million Agents in 2010, Despite Attrition
The Asia Pacific continued to be a high-growth region for the contact center industry even during the global economic slowdown. As the effects of the slowdown started receding in 2010, spending on customer service resumed among enterprises. In 2010, to meet the rising customer demand, the region recorded a 8.5 per cent growth in contact center agent seats, and by 2017, it is expected to have grown at a compound annual growth rate (CAGR) of 9.5 per cent. On the other hand, the economic downturn has placed greater emphasis on cost efficiency, making low-cost regions such as the Asia Pacific the offshoring destination of choice among service providers. The key markets within the region include India, the Philippines, Malaysia and China. However, level of competition is intensifying, with various Asian countries aiming for a competitive edge. “To stand out from the competition, established participants are focusing more on knowledge-intensive business processes that require significant domain expertise, rather than simply relying on their success in the voice segment,” says the analyst of this research.
The availability of a labour pool with substantial English and regional language skills, at lower costs, boosts offshore demand from the United States, the United Kingdom and within the Asia Pacific. Moreover, with small and medium enterprises (SMEs) as well as large enterprises increasingly focusing on customer service as a key differentiator, the market is poised for considerable growth. The investment per seat is higher in markets such as Australia, Singapore, South Korea and Japan, where costs and level of application sophistication are higher than those in China, India and other markets of the Association of Southeast Asian Nations (ASEAN). “There continues to be significant growth in domestic demand in developing markets and this is likely to remain a strong growth driver for the region, as these markets are evolving and focusing on high-quality customer service”, notes the analyst.
Markets across the Asia Pacific region witnessed higher adoption of the Internet protocol (IP) technology due to their enterprises’ desire to virtualize multi-site contact centers. Alternative models such as the hosted contact center service also experienced higher uptake with the pay-per-use model emerging an attractive cost-cutting measure. Such models offer enterprises the flexibility and scalability they desire without a huge up-front investment. The SMB segments are most likely to drive adoption of such new business models. “There has been increased activity in self-service applications and there is a strong push towards using integrated voice response (IVR) as a tool for call resolution instead of call routing,” observes the analyst. “The move towards self-service is not limited to just IVRs, but encompasses web self-service and mobile self-service to cater to customer preferences.” From a solutions perspective, call center operators have started to explore integrated suites of quality monitoring, workforce management and analytics. Concurrently, more solution vendors are taking an integrated approach with their unified communications suites.
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
By Contact Center Type:
- Hosted contact center
- Outsourced contact center
- In-house contact center
- Captive contact center
Product samples
A sample for this product is available. Please Login/Register to download this sample.
|
|
|
|
