Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets

Asia Pacific has firmly entrenched itself in the global contact center outsourcing market, mainly due to the rise in domestic demand. In 2011, 60.9 percent of the total revenue was from domestic markets, largely because of the upswing in the telecommunications and BFS sectors. The telecommunications boom in India adds more than a million customers annually, making a robust case for outsourcing contact center operations. Similarly, in China, the mushrooming of banks and multinational companies has popularized the outsourcing of customer relationship management (CRM) services. Domestic growth, along with solid infrastructure, geographical and cultural proximity to western countries, and the presence of well-qualified, college-educated, and low-cost labor that can serve clients in multiple languages has made Asia Pacific the destination of choice for outsourcing.

This substantial market potential does not preclude concerns regarding quality of services and security features, due to which, many companies prefer to maintain contact center services in-house. Outsourcers are also hampered by issues of high churn, market saturation in various countries, increasing costs, anti-offshoring stance by many western countries, and a growing requirement for self-servicing in CRM. While certain companies do not wish to outsource, some are willing to outsource, provided the operations are on-shore or near-shore to locations with similar language, diction, and culture. This bias can be attributed to apprehensions regarding a drop in both service quality and data security.

Outsourcers are looking to win back customers confidence by implementing several new technologies and strategies that will help them improve the quality of services and offer better data security features. With the right kind of innovation and strategies, supported by the various governments in the region, outsourcers can maintain a healthy CAGR of 9.6 percent from 2011 to 2017. Entities throughout the Asia Pacific region are exploring various hosted contact centers and Internet protocol-based technologies to provide superior services in the most cost-effective manner. 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.

Market Sectors

Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:

By Geographic Region:

- Australia
- China
- Hong Kong
- India
- Indonesia
- Japan
- Malaysia
- New Zealand
- The Philippines
- Singapore
- South Korea
- Taiwan
- Thailand

By Industry Verticals:

- Banking, financial services and insurance (BFSI)
- Retail
- Technology
- Telecom
- Travel & hospitality
- Other verticals such as energy & utilities, media and entertainment, public sector and healthcare

Report Scope

This research study examines market trends, drivers, and restraints for the Asia-Pacific contact center outsourcing market. This study provides market size, revenue forecasts, and breakdown by country, industry vertical, and domestic versus offshore markets. Market shares for the leading outsourcers are also provided. The study profiles about 40 leading outsourcers, including global, regional and country-specific companies. Country-level breakdowns are provided for Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, and Thailand.