PRTODAY / NewswireToday Free press release distribution service network

Written by / Agency / Source: Frost & Sullivan

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

Focus on Value Creation for Customers Drives Growth of Contact Center Outsourcing in Asia-Pacific Finds Frost & Sullivan - Call volumes and top-line revenues in the contact center outsourcing market is expected to gain further momentum in Asia-Pacific as need for customer services reaches new level
Focus on Value Creation for Customers Drives Growth of Contact Center Outsourcing in Asia-Pacific Finds Frost & Sullivan

 

NewswireToday - /newswire/ - Singapore, Singapore, 2013/06/19 - Call volumes and top-line revenues in the contact center outsourcing market is expected to gain further momentum in Asia-Pacific as need for customer services reaches new level.

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service/Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

The region continues to be the most attractive destination for contact center outsourcing.

At the end of 2012, the Asia-Pacific contact center outsourcing market registered near double digit growth and is expected to generate nearly U$33.0 billion in revenue by 2018, registering a CAGR of a 9.9 percent during the period.

"Historically, offshore revenue has been the key driver of the Asia-Pacific contact center market, and in 2012 contributed 39.6 percent of the total revenue. Cost savings, solid infrastructure, and language proficiency make many Asia Pacific locations preferred as offshore destinations for contact center outsourcing," said Krishna Baidya, Research Manager for ICT, Frost & Sullivan Asia Pacific.

Contact center outsourcing will continue to expand and grow in the foreseeable future as organizations focus on their core competencies as well as the increased attractiveness of multi-year contracts with experienced outsourcing companies that can deliver exceptional service levels at a lower cost.

"In addition, 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 center outsourcing industry," Krishna continued. "Increased client acceptance and trust in utilizing near shore and offshore agent resources for customer care outsourcing is also a driving factor."

While phone-live agent continues to be the primary customer contact channel for most verticals, Frost & Sullivan sees robust growth rates for the social media channel, the SMS channel, and the chat channel in the near to medium term.

"As part of Proactive customer care (PCC), we are likely to see significant growth of automated outbound notifications in the near future," said Krishna. "Outsourcers will focus more to offer clients ‘blended' delivery models using a combination of onshore, near shore, offshore, home agents and automated customer contact capacity and technologies."

The nature of the relationship between customer and provider becomes even more important today because consumer expectations for excellent service delivery are extremely high, regardless of the vertical segment. Clients are constantly re-assessing contact center priorities in order to stay in tune with the market and remain competitive.

Krishna added,"Traditional third-party outsourcing relationships based on cost and labor arbitrage have become passé. It's our belief that providing customer service at a cheaper rate simply won't win more wallet share or new logos anymore. It's a value-add proposition that is going to keep the relationship alive."

About Frost & Sullivan
Frost & Sullivan (frost.com), the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact Us: Start the discussion | Join Us: Join our community | Subscribe: Newsletter on "the next big thing" | Register: Gain access to visionary innovation.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service/Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: Frost & Sullivan

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+] / [Company listed above is a registered member of our network. Content made possible by PRZOOM / PRTODAY indexing services]

 
 
# # #
 
 
  Your Banner Ad showing on ALL
Customer Service/Call Center articles,
CATCH Visitors via Your Competitors Announcements!


Focus on Value Creation for Customers Drives Growth of Contact Center Outsourcing in Asia-Pacific Finds Frost & Sullivan

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

Frost & Sullivan |
Publisher Contact: Donna Jeremiah / Carrie Low - Frost.com 
+61(2) 8247 8927 / +603 6204 5910 djeremiah[.]frost.com / carrie.low[.]frost.com
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Frost & Sullivan securities in any jurisdiction including any other companies listed or named in this release.

Customer Service/Call Center via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From Frost & Sullivan / Company Profile


Read Customer Service/Call Center Most Recent Related Newswires:

Dubai Land Department Boosts Citizen Engagement with Altitude-powered Contact Centre
Upstream Works Receives 2016 Industry Champion Award
Frost & Sullivan Commends Teleperformance Egypt’s Ambitious Expansion Plans in Setting up the First Virtual Contact Centre in Dubai
Frost & Sullivan Commends inConcert for Pioneering Leading-edge Solutions for the Latin American Contact Center Applications Market
Upstream Works Software Awarded 2016 TMC Labs UC Innovation Award
Genesys Honors Partner Award Winners at G-Force 2016 Customer Engagement Conference
Frost & Sullivan Recognizes Five9 with 2016 Customer Value Leadership Award For its Focus on Improving Customer Experience in the Global Cloud Contact
Frost & Sullivan Commends Interactive Intelligence for its Industry-leading Growth in the Cloud Contact Center Applications Market
Genesys Launches Omnichannel Customer Service Benchmarking Tool
Genesys to Acquire Interactive Intelligence to Create the World’s Premier Omnichannel Customer Experience Company
Genesys to Address Contact Center Move to the Cloud in August 31 Webinar
Genesys Accelerates Customer Experience Innovation and Customization on AppFoundry and DevFoundry
Genesys Announces Investment from Hellman & Friedman at $3.8 Billion Valuation
Upstream Works Announces New Software that Personalizes the Contact Center Experience
Frost & Sullivan Lauds Teleopti's Stellar Customer Engagement in the Workforce Management Market

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  BizJobs.com

Visit  JobsWare.com





 
  ©2016 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)