Asia Pacific Contact Centre Applications Market, finds that the market - covering 14 Asia-Pacific countries - earned revenues of US$665.4 million in 2007 and estimates this to reach US$1.31 billion by end-2014, at a CAGR (compound annual growth rate) of 10.2 percent (2007-2014).
The top three markets by revenue in 2007 were Japan which accounted for about 24.9 percent (US$165.5 million), followed by India at 17.8 percent (US$118.6 million) and Australia at 15.3 percent (US$101.7 million).
“Customer service has taken high priority amongst organisations in Asia,” says Frost & Sullivan industry manager Shivanu Shukla. “Business users are placing greater emphasis on contact centre performance, thus investing more on sophisticated applications such as quality monitoring, voice portals and analytics solutions.”
According to the study, other key growth drivers include strong economic growth in Asia-Pacific driving new call centre set-ups and expansion in some countries, the migration to IP driving upgrades and replacements, as well as offshoring business from high-cost markets such as the US and Europe.
Shukla notes, “The call centre industry saw robust growth in the ASEAN region by way of new greenfield sites, over and above expansions and upgrades.
“Offshoring and outsourcing operations continue to thrive in the Philippines, India, Malaysia and China, as more deals were seen from the US and Europe due to the cost-friendly factors such as cheaper labour and overheads of Asian outsourcing hubs,” he says, adding that the credit crunch in the US is expected to drive more growth in the offshoring business as cost reduction takes top priority for US businesses.
