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Assessment of the Asia-Pacific Contact Center Market Product Image

Assessment of the Asia-Pacific Contact Center Market

  • Published: June 2012
  • Region: Asia
  • 58 Pages
  • Frost & Sullivan

A 9.8 Percent Growth in Agent Base Cements Asia Pacific’s Status as the Fastest Growing Region for Contact Center Services

Increasing Focus on Quality Bodes Well for Establishments with Trained and Experienced Professionals

With the global economic downturn heaving its last gasp in 2010, enterprises are reviving expenditure on customer service. To meet the rising customer demand, the region recorded a 9.7 percent growth in contact center agent seats to reach 2.5 million in 2011, and by 2018, it is expected to have grown at a compound annual growth rate (CAGR) of 8.1 percent to touch 4.0 million. All emerging markets are expected to maintain double digit growth for the same period, leading the overall market development for Asia Pacific. This region will also demonstrate the highest growth in the global contact center outsourcing in 2012 and beyond. Much of this growth will be driven by the upswing in domestic demand, especially from the telecommunications and banking and finance (BFS) sectors. However, this rapid growth in the number of contact center outsourcers will spark off concerns about market saturation. Markets in countries such as Singapore, Hong Kong, and READ MORE >

1. Executive Summary

2. Market Overview

3. Asia Pacific Market

- 3.1 External Environment: Drivers and Restraints

- 3.2 Forecasts and Trends

- 3.3 Demand Analysis

4. The Last Word (Conclusions and Implications)

5. Legal Disclaimer

6. Appendix

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