Asia-Pacific: Call Centre Outsourcing Market to Grow 9.6% to 2017
According to the report “Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets” Asia Pacific has firmly entrenched itself in the global contact centre outsourcing market, mainly due to the rise in domestic demand. In 2011, 60.9% of the total revenue was from domestic markets, largely because of the upswing in the telecommunications and BFS sectors. The telecommunications boom in India adds more than a million customers annually, making a robust case for outsourcing contact centre operations. Similarly, in China, the mushrooming of banks and multinational companies has popularized the outsourcing of customer relationship management (CRM) services. Domestic growth, along with solid infrastructure, geographical and cultural proximity to western countries, and the presence of well-qualified, college-educated, and low-cost labour 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 centre 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.
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 CAGR of 9.6 percent from 2011 to 2017. View the Report.
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