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Domestic Market's Growth Augurs Well for the Asia Pacific Contact Center Market, Finds Frost & Sullivan

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Domestic Market's Growth Augurs Well for the Asia Pacific Contact Center Market, Finds Frost & Sullivan PR Newswire KUALA LUMPUR, Malaysia, July 10, 2012 - Large and qualified labor pool continues to attract outsourcers to the region KUALA LUMPUR, Malaysia, July 10, 2012 /PRNewswire/ -- The rise in domestic demand for third-party services has firmly entrenched the Asia Pacific in the global contact center outsourcing market. In 2011, 60.9 percent of the total revenue was from domestic markets, largely because of the upswing in the telecommunications and banking and financial services (BFS) sectors. The telecommunications boom in India adds more than a million customers annually, making a robust case for outsourcing contact center operations. Similarly, in China, the mushrooming of banks and multinational companies has popularized the outsourcing of customer relationship management (CRM) services. New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), Asia- Pacific Contact Center Outsourcing - Domestic and Offshore Markets, finds that the market earned revenues of US$17.18 billion in 2011 and estimates this to reach US$29.72 billion in 2017. Domestic growth, along with solid infrastructure, geographical and cultural proximity to western countries, and the presence of well-qualified, college- educated, and low-cost labor that can serve clients in multiple languages has made Asia Pacific the destination of choice for outsourcing.

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Domestic Market's Growth Augurs Well for the
Asia Pacific Contact Center Market, Finds Frost
& Sullivan
PR Newswire
KUALA LUMPUR, Malaysia, July 10, 2012
- Large and qualified labor pool continues to attract outsourcers to
the region
KUALA LUMPUR, Malaysia
,
July 10, 2012
/PRNewswire/ -- The rise in domestic
demand for third-party services has firmly entrenched the
Asia Pacific
in the
global contact center outsourcing market. In 2011, 60.9 percent of the total
revenue was from domestic markets, largely because of the upswing in the
telecommunications and banking and financial services (BFS) sectors.
The telecommunications boom in
India
adds more than a million customers
annually, making a robust case for outsourcing contact center operations.
Similarly, in
China
, the mushrooming of banks and multinational companies has
popularized the outsourcing of customer relationship management (CRM)
services.
New analysis from Frost & Sullivan (http://www.contactcenter.frost.com),
Asia-
Pacific Contact Center Outsourcing - Domestic and Offshore Markets
,
finds that the market earned revenues of
US$17.18 billion
in 2011 and
estimates this to reach
US$29.72 billion
in 2017.
Domestic growth, along with solid infrastructure, geographical and cultural
proximity to western countries, and the presence of well-qualified, college-
educated, and low-cost labor 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 center 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.
"While certain companies do not wish to outsource, some are willing to
outsource, provided the operations are on-shore or near-shore to locations with
similar language, diction, and culture," said Frost & Sullivan Senior Research
Analyst Sathya Subramanian. "This bias can be attributed to apprehensions
regarding a drop in both service quality and data security."
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 compound annual growth rate (CAGR) of
9.6 percent from 2011 to 2017.
"Entities throughout the
Asia Pacific
region are exploring various hosted contact
centers and Internet protocol-based technologies to provide superior services
in the most cost-effective manner," noted Subramanian. "Service providers are
also slowly expanding their portfolio to other non-voice, back-office operations