Research Overview
Benefits such as Reduced Costs and Flexibility will Drive Outsourcing of Contact Centers in the
Asia Pacific Contact Center Markets
The Asia Pacific region comprises developed, developing, and underdeveloped contact center
markets and as these markets progress, the demand for better customer service is expected to drive
growth in this region. Contact center outsourcing is likely to be a key driver for the growth of the
markets. The advantages of outsourcing such as scalability of operations, adaptability, and the
ability to focus on business processes rather than manage technology infrastructure and staffing
issues is likely to increase outsourcing.
This Frost & Sullivan research service offers trends by countries serviced in Asia Pacific.
It also includes trends in contact center outsourcing, and in-house contact centers and provides
vertical analysis and trends by contact center seats and labor trends in Asia Pacific. In addition,
this study also identifies destinations inside Asia Pacific, which are ideal for setting up new
contact centers.
The Trend of Offshoring within Asia Pacific Boosts Contact Center Markets
"Due to aggressive competition, companies need to cut costs to enjoy higher margins and this
has served as a primary driver for the phenomenon of offshoring and outsourcing in Asia
Pacific," according to the analyst of this study. "Asia Pacific always had the advantage
of a lower cost structure compared to the United States and the United Kingdom, however, there is a
growing trend of offshoring between countries in Asia Pacific that is expected to quicken the pace
of these markets."
In Asia Pacific, the markets of Japan, South Korea, Singapore, and Australia are huge and do not
offer any significant labor cost advantages when compared to countries such as India and the
Philippines. The former countries comprise the bulk of the domestic seats in this region. The latter
markets, where offshoring and offshore outsourcing have driven the growth, have low penetration of
domestic seats and market participants are expecting increased demand from these major domestic
seats during the forecast period (2005-2011).
Healthy Growth in Asia Pacific Contact Center Markets due to Increasing Demand for Customer
Service and Phenomena of Offshore Outsourcing
Contact centers have assumed higher responsibility in enterprises, as customer service becomes a
key differentiator to choose products and services. The focus in the contact center outsourcing
space is shifting toward quality rather than cost-effectiveness. Although cost is still the top
reason for companies to offshore and outsource in this region, it is the quality of service offered
that will make any country the leader in the contact centers space. The contact center markets are
expected to have a secure future through consistent demand from outside Asia Pacific and increasing
in-house demand for the high-quality and low-cost solutions offered to enterprises by outsourcing
contact centers.
"As the Asia Pacific contact center markets mature, customer expectations are on the rise
and improving service levels and managing customer expectations has become a top challenge,"
notes the analyst of this research service. "India and the Philippines are battling this hurdle
by providing value-added services, and using sophisticated technology to deliver excellent results
consistently to their clients and thus improving their chances of becoming the leaders in the
contact centers markets."
Frost & Sullivan Growth Partnership Service
Based on extensive and in-depth research, real-world consulting work, and new theories tested in
hundreds of companies across many industries, Frost & Sullivan has evolved its Growth
Partnership Services (GPS) program that provides established and emerging firms with powerful growth
visions. Moving beyond token mission statements, GPS provides an actionable vision to growth
consulting partners by illustrating how key intelligence and strategic research based on defined
goals can guide day-to-day behavior and overall company direction. The foundation of Frost &
Sullivans GPS includes:
- Assisting companies to reach their full potential in the core business
- Providing growth strategies to help companies expand into related businesses
- Preemptively redefining the core business during market turbulence
- Applying the Frost & Sullivan framework to identify and address common mistakes resulting
from misaligned corporate strategies
- Recommending growth management strategies through continuous partnership
To maximize the potential for growth within a firms internal and external environment, Frost
& Sullivan consultants can facilitate the creation of strategic programs that deliver improved
market success. Frost & Sullivans strengths lie in combining strategic understanding with
market expertise and applying these with absolute commitment to its clients growth.
Benefits of this Service
Appraises Market Trends and Insights to Plan and Prioritize Strategies and Growth Focus Areas
The study contains a thorough assessment of the contact center markets in Asia Pacific and
provides insights and trends in the industry that drives growth in the markets. Growth forecasts of
different industry segments can be used to plan and formulate strategies by technology vendors and
third-party contact center outsourcers.
Set Growth Objectives Based on Market Forecasts and Trends
The study forecasts key market measurements such as number of contact centers, seats, outsourced
seats, vertical distribution, trends by countries serviced, attrition rates, agent salaries, and so
on. Identifying key focus areas and setting corporate growth objectives and plans become easier with
the help of these numbers.
Identify Key Growth Verticals to Focus Sales Effort and Plans
The study includes the distribution of contact center seats by verticals and forecasts the
distribution from 2005 to 2011. These help companies in identifying key growth verticals and
accordingly plan sales strategies and go-to-market strategies.
Identify Destinations within Asia Pacific to Set up New Contact Centers
Through assessment of the different contact center markets in Asia Pacific, this study identifies
destinations to set up new contact centers based on the requirements of the enterprises. By
understanding the labor trends and costs, the growth potential, and the market drivers and trends in
each market, a more informed decision can be made.
Understand the Market Landscape to Better Position the Company and Product Offerings
This study provides an overall view of the contact center industry in each of the 13 Asia Pacific
markets to help understand the market landscape and opportunities. This helps in positioning the
product offerings and company strategies to align with the market growth and industry direction.
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this
research:
- Numbers of contact centers, seats, and agents
- Numbers of outsourced and in-house seats
- Number of domestic, external, and seats by countries serviced
- Attrition rate, average agent salary, average team leader salary, and average supervisor salary
Whats Included
- Detailed assessment of the Asia Pacific contact center markets
- Identification of trends by different country markets in Asia Pacific
- Highlighting trends in contact center outsourcing and in-house contact centers
- Vertical analysis and trends by contact center seats and analysis of labor trends
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