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!

Growing APAC Contact Center Market Employs a Record 3.16 Million Agents in 2010 Finds Frost & Sullivan - The Asia Pacific continued to be a high-growth region for the contact center industry even during the global economic slowdown
Growing APAC Contact Center Market Employs a Record 3.16 Million Agents in 2010 Finds Frost & Sullivan

 

NewswireToday - /newswire/ - Singapore, Singapore, 2011/03/16 - The Asia Pacific continued to be a high-growth region for the contact center industry even during the global economic slowdown.

   
 
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!


 

As the effects of the slowdown started receding in 2010, spending on customer service resumed among enterprises. In 2010, to meet rising customer demand, the region recorded a 8.5 per cent growth in contact center agent seats, and by 2017, it is expected to have grown at a compound annual growth rate (CAGR) of 9.5 per cent.

Along with the number of seats, agent numbers have increased, even though the high degree of attrition continues to pose a major challenge in the industry.

New analysis from Frost & Sullivan (contactcenter.frost.com), Assessment of Asia Pacific Contact Center Market CY2010, finds that the region boasts 2.2 million agent seats in 2010 and estimates this to reach 4.2 million in 2017.

On the other hand, the economic downturn has placed greater emphasis on cost efficiency, making low-cost regions such as the Asia Pacific the offshoring destination of choice among service providers. The key markets within the region include India, the Philippines, Malaysia and China. However, the level of competition is intensifying, with various Asian countries aiming for a competitive edge.

"To stand out from the competition, established participants are focusing more on knowledge-intensive business processes that require significant domain expertise, rather than simply relying on their success in the voice segment," says Frost & Sullivan Industry Manager Krishna Baidya.

The availability of a labour pool with substantial English and regional language skills, at lower costs, boosts offshore demand from the United States, the United Kingdom and within the Asia Pacific. Moreover, with small and medium enterprises (SMEs) as well as large enterprises increasingly focusing on customer service as a key differentiator, the market is poised for considerable growth.

The investment per seat is higher in markets such as Australia, Singapore, South Korea and Japan, where costs and level of application sophistication are higher than those in China, India and other markets of the Association of Southeast Asian Nations (ASEAN).

"There continues to be significant growth in domestic demand in developing markets and this is likely to remain a strong growth driver for the region, as these markets are evolving and focusing on high-quality customer service," adds Baidya.

Markets across the Asia Pacific region witnessed higher adoption of the Internet protocol (IP) technology due to their enterprises' desire to virtualize multi-site contact centers. Alternative models such as the hosted contact center service also experienced higher uptake with the pay-per-use model emerging an attractive cost-cutting measure. Such models offer enterprises the flexibility and scalability they desire without a huge up-front investment. The SMB segments are most likely to drive adoption of such new business models.

"There has been increased activity in self-service applications and there is a strong push towards using integrated voice response (IVR) as a tool for call resolution instead of call routing," notes Baidya. "The move towards self-service is not limited to just IVRs, but encompasses web self-service and mobile self-service to cater to customer preferences."

From a solutions perspective, call center operators have started to explore integrated suites of quality monitoring, workforce management and analytics. Concurrently, more solution vendors are taking an integrated approach with their unified communications suites.

If you are interested in more information on this study, please send an email to Jessie Loh, Corporate Communications, at jessie.loh[.]frost.com, with your full name, company name, title, telephone number, company email address, company website, city, state and country.

Assessment of Asia Pacific Contact Center Market CY2010 is part of the Contact Centres Growth Partnership Services programme, which also includes research in the following markets: Asia Pacific Contact Center Applications Market CY 2009, Asia Pacific Contact Center Services Market CY 2009, Asia Pacific Hosted Contact Center Services Market CY 2009. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants.

About Frost & Sullivan
Frost & Sullivan (frost.com), the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents.

Assessment of Asia Pacific Contact Center Market CY2010 / P4CB

Contacts:
Donna Jeremiah, Corporate Communications – Asia Pacific
P: +603 6204 5832 / F: +603 6201 7402 / E: djeremiah[.]frost.com.

Carrie Low, Corporate Communications – Asia Pacific
P: +603 6204 5910 / E: carrie.low[.]frost.com.

 
 
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!


Growing APAC Contact Center Market Employs a Record 3.16 Million Agents in 2010 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: Jessie Loh 
+65 6890 0942 jessie.loh[.]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  La Bella Bakery Artisan Bakery Arizona

Visit  Triggr & Bloom





 
  ©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)