China's Booming Call Center Market Opportunities in 2011 and Outlook to 2015

  • ID: 1932811
  • March 2011
  • Region: China
  • 34 Pages
  • Asia Pacific Research Group Ltd.
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China's economic growth is having a profound impact on the breadth and depth of the domestic Call Center market. Growth in the number of Call Centers and number of agent positions seats in China is steadily increasing, and the revenue growth for technology vendors selling enterprise Call Center solutions has been in the double digits. Some of the key findings in this March 2011 published research report include:

- Sectors such as telecom, banking, insurance, travel booking, and logistics are the innovators while the other industries like catalog and TV shopping, telesales, government services and public utilities are growing rapidly.

- The need for professional consulting and services to help PRC Call Centers improve agent efficiency and effectiveness is a key opportunity.

- IVR systems and services saw strong growth in 2010, and are being deployed by SMB, government agencies, and large enterprises to enable better service to an increasingly demanding consumer economy in China.

This market research report is a concise executive-level assessment of the Contact Center industry in China. This research is designed to provide you the following benefits:


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1 Growth in Call Center Seats in China

2. Expected Industry Spend on Call Center Technology

3. Call Center Growth by Industry Vertical Sectors

4. Strengths Weakness Opportunities Threat SWOT Analysis

5. Top Five Cities in China Establishing Call Centers

6. Size distribution of Call Centers by Number of Seats

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- Automatic call distribution/computer telephony integration

- Call monitoring/workforce management systems

- Interactive voice response (IVR)

- Outbound

- Speech technologies

- Multimedia

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