A recent article in CXO Today discusses the rapid growth in the the contact center outsourcing market in the Asia-Pacific region is ripe and is further expected to gain a significant momentum in 2013 and beyond, according to a recent Frost & Sullivan. At the end of 2012, contact center outsourcing market in the region registered near double digit growth. The market is expected to generate nearly U$33.0 billion in revenue by 2018, registering a CAGR of a 9.9 percent during the period.
The report notes that the region will continue to be the most attractive destination for contact centre outsourcing, as the need for customer services reaches newer level of maturity and as organizations focus on their core competencies. The growing multi-year contracts with experienced outsourcing companies that can deliver exceptional services at a lower cost will also be a growth driver in this region. Baidya observes the fact that companies today seek out workforce solutions that can expand and contract in relation to business objectives and client call volumes will drive the contact centre outsourcing industry.
The Frost and Sullivan report noted while phone-live agent continues to be the primary customer contact channel for most verticals, analysts see robust growth rates for the social media channel, the SMS channel, and the chat channel in the near to medium term. Besides, outsourcers will increasingly offer clients blended delivery models using a combination of onshore, nearshore, offshore, home agents, and automated customer contact capacity and technologies.
Check out the full article here.
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