Study Foresees Strong Growth of Asia-Pacific Call Centers
February 07, 2007
The Asian Contact Centre Industry Benchmarking Report, a study on 747 call and contact centers, shows strong projected growth of Asia-Pacific call centers.
Philippines and Thailand are considered fastest growing markets with 2007 projected growth of 33 percent. Singapore and Malaysia are set to grow at 32 percent while India, already a mature market, is expected to grow at 16 percent.
Moreover, the study forecasts a 23 percent growth in the number of call center employees, increasing the total workforce to 704,400 employees.
In the past, mature markets like India set the industry growth. However, the future belongs to emerging markets like Philippines and Thailand.
Industry experts and observers welcome this trend with enthusiasm and keen interest.
‘It is now exciting to see newer centre industries such as those in Thailand leading the growth rates,” said callcentre.net president, Catriona Wallace.
Strong technology purchasing and upgrading plans are key growth indicators for Asia-Pacific call centers.
About 62 percent of call and contact center companies plans to upgrade their current technology while 54 percent intends to procure new technology to boost performance.
On the other hand, operating expenses are centered in labor, sharing 46 percent of the total budget, technology for another 23 percent, and 19 percent for telecommunications
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Leo Blanco is a contributing writer for ContactCenterSolutions. To see more of his articles, please visit his columnist page.
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