Asia Pacific contact centre markets are expected to employ more than six million agents in 2019, according to new analysis from Frost & Sullivan.
These markets provided employment to more than 3.7 million agents in 2012 and will continue experiencing the highest growth in the global contact centre outsourcing industry in the coming years.
This growth, according to Frost & Sullivan, will be due to booming domestic markets that are driven by increasing demand from the telecommunications and banking and finance (BFS) sectors.
Offshore revenue contributed 39.6 percent of the total Asia Pacific contact centre market in 2012.
Looking forward, several American and European companies will turn to Asia Pacific locations as they offer significant cost savings, strong infrastructure, language proficiency and a large labour pool.
Quality customer service
Companies in European nations are also attracted towards Asia Pacific locations due to quality customer service offered by contact centres in the region.
Demand from local Asian economies will also increase during the entire forecast period and this will largely be addressed by rural BPOs.
Increase in demand has encouraged contact centres to use available technology and new business models to improve operational efficiency and cost advantages.
"The contact centre service segment, including consulting, implementation, management and agents' training services, has become important for vendors and system integrators," said Frost & Sullivan research manager Krishna Baidya. "More professional agents are set to be recruited and trained in the future to enhance the overall service quality of contact centres."
Although Asia Pacific contact centre markets have a bright future, Frost & Sullivan advises them to be cautious about issues such as market saturation, anti-offshoring outlook in many countries, and emergence of alternative locations.
Baidya adds that long-term relationships can be nurtured by providing end-to-end support and overall value proposition to customer's business.