Description

The Asia-Pacific region is a preferred offshore destination for the contact center outsourcing market. The industry is expected to flourish in Asia-Pacific despite a volatile global outlook and currency fluctuations. Key drivers include low labor costs, large talent pools, domestic market growth, supportive infrastructure, fluent English and local language skills, as well as familiarity with Western culture.

In 2018, Asia-Pacific reported a 6.4% growth, expecting to grow steadily and is expected to cross $42 billion by 2025. India, Japan, and the Philippines are the top 3 regional markets based on revenue.

As customer interaction is rapidly shifting from traditional channels to digital channels, the multi-channel customer experience has become a strategic priority. Contact centers are heavily investing in the omni-channel infrastructure to deliver non-voice services through digital channels including email, webchat, and social media among others. Artificial intelligence-powered chatbots are becoming more popular, as they have the potential to eliminate the heavy dependence of the contact center industry on human labor.

More than a hundred call center companies compete to provide a world-class and cost-effective customer experience to global and local businesses. Several mergers and acquisitions have taken place within the industry in 2018; this highlights the focus of the industry towards geographic expansion and portfolio enhancement, which will enable them to adopt AI, automation, and cloud capabilities.

The contact center outsourcing market in Asia-Pacific is mature, fragmented, and highly competitive. Expanding markets such as China, Indonesia, Malaysia, and Vietnam will be able to benefit from market opportunities as a result of their low labor costs, growing English-speaking population, and market-friendly policies. Mature markets such as Australia are at the forefront of harnessing digital tools in terms of customer analytics, integration of communication platforms, workforce management tools, and cloud services.

This study analyzes the contact center outsourcing market forecast by industry verticals— namely banking, financial services, and insurance (BFSI), consumer retail, information and communication technology, telecommunications, travel and hospitality, and others. This study also evaluates the contact center market’s revenue on the basis of domestic and offshore outsourcing.

This study presents a regional analysis of the contact center outsourcing market across 13 key regions in Asia-Pacific. This includes Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, and Thailand. It presents market sizing by revenue and seats for each of the 13 countries. The various market drivers and restraints of each region have also been discussed.