As more and more companies rely on contact center outsourcing to improve their customer service, it has become one of the fastest-growing industries in the world—and it’s no exception in the Asia-Pacific region.
A recent study conducted by Research and Markets, shows that the contact center outsourcing market in the Asia-Pacific region is expected to continuously grow at a compound annual growth rate (CAGR) of 11.76 percent over the period of 2014 until 2019.
The report is based on an in-depth market analysis including inputs from industry experts. It covers the present landscape of the APAC region’s contact center outsourcing market and its future growth prospects.
Contact Center Outsourcing Key Vendors in the APAC Region
Aside from the forecast, the report also recognized key vendors operating in the market right now such as HP, IBM, Sitel and Teleperformance. Other prominent vendors in the market also identified include 7, Alorica, CGS, Convergys, Genesys, Genpact, HGS, Infomedia Nusantara, NTT Solco, Salmat, Scicom, Sykes, Teletech, Transcosmos, VADS, VXI, West, WNS and Xerox.
The report revealed that emerging interest from SMBs is seen as a key trend in the APAC market. More and more SMBs in the region, including those from China, Australia, Japan and India, are now more open to outsourcing and adopting outsourced customer service solutions. This preference is due to the fact that no upfront costs are involved in setting up the infrastructure for such.
Major Market Drivers in the APAC Region
The growing need for cost reduction is one of the major market drivers. More companies have now realized that through outsourcing, they can save on infrastructure and other costs as well as take advantage of local talent available at a cheaper cost.
The report also showed that the technical expertise of employees in the APAC region’s contact center industry is improving, which contributed to the increase in its salary levels. (This is despite being identified in the report as a major challenge in the industry because of the existence of other lower cost contact center outsourcing locations.)