Frost & Sullivan to Address Asian Contact Center Growth and Potential

The Asia Pacific region has become the preferred off-shore destination for contact center outsourcing as of late. The growth has been impressive in efforts to meet rising customer demand, the region recorded a 9.7 percent growth in contact center agent seats and is estimated to reach $2.5 million in 2011. Investment in contact center solutions has increased, as well.

There is, of course, one area in which Asian contact center service lacks, and that's in quality. As the market becomes increasingly crowded, however, Asian call centers will be forced to differentiate themselves with reputations for high quality, according to analyst group Frost & Sullivan (News - Alert).

Later this week the research firm will discuss how Asian contact center revenue will be affected in both the short-term and long-term, how applications will affect the revenue model of operators, and how contact center business models will evolve in Asia Pacific.

“While the different markets are at varying stages of growth, contact center spending was back across market with good mix of replacement, expansion, and alongside some new projects,” said Manoj Menon, Partner and Managing Director of Frost & Sullivan ICT Practice “Cost effectiveness proved to be important factor for contact center operation. Australia, Japan, Korea, the Philippines and India were key growth markets last year. Domestic demand for customer service continued to witness good growth in developing markets such as India, China, Indonesia and Vietnam. By 2018, India and China together are likely to contribute over 30 per cent of APAC revenue,” added Menon.

Frost & Sullivan also released new information today on the monetizing on smart meter investments and how energy companies can make use of ICT solutions to help speed up ROI.

"Innovative billing and rating systems are essential to accelerate ROI on smart meters by immediately allowing energy companies to introduce a variety of tariff options such as Time-of-Use (ToU), Critical Peak Pricing (CPP) or simply to provide more personalized tariffs, pricing and services," says Senior Industry Analyst, Yiru Zhong. "Another critical function ICT can enable is a holistic view on using smart meter data for revenue and cost benefits. We believe that energy companies in Europe should focus less on flexible tariffs and more on targeted customer offers." 


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