Friday, July 27, 2012
Strong domestic demand is helping to grow the contact center industry throughout the Asia-Pacific region.
As the telecommunications, banking and financial industries grow in countries like China and India, many firms are looking to create cost-effective solutions for improving customer service. The strength of the emerging economies in the region is keeping businesses focused on the area. A recent report by Frost and Sullivan notes that contact centers in Asia-Pacific are leveraging cultural and linguistic similarities to expand business throughout the region.
The region is poised for rapid growth in the near future. It is estimated that the region's customer service center industry will expand by 9.6 percent annually as new technology enables firms to reach a broader range of clients.
"Service providers are also slowly expanding their portfolio to other non-voice, back-office operations such as knowledge process outsourcing, financial and accounting outsourcing, and human resources outsourcing to provide end-to-end support," Frost & Sullivan research analyst Sathya Subramanian said.
The strengthening regional economies will also help to boost domestic demand for quality customer service centers. Domestic markets accounted for 60.9 percent of the total revenue for contact centers in the Asia-Pacific region during 2011.