So which Asian country has a call center business that is really rolling? India, you might say, or perhaps the Philippines. While those two nations are certainly owners of a lot of call center business, it’s China that surprisingly takes the lead.
According to new data, the Chinese contact center market reported a total revenue of US $116.8 million in 2010 and will be worth US $255 million by 2017. In the Asia Pacific region, China has positioned itself in third place in terms of revenue in 2010 and will overtake Australia as the second largest market by 2017, according to research group Frost & Sullivan.
So where is the growth coming from? Reportedly, much of it is thanks to new system upgrades and expansion activities in existing call centers that will contribute to most of the revenue in the next three years. In essence, Chinese contact centers are bringing in state-of-the-art technologies to better serve customers.
“Another driver is the increasing awareness and adoption rate of advanced applications such as work force management, speech technology and other multimedia applications,” said Lu Shui Shan, Research Associate of ICT Practice, Asia Pacific for Frost & Sullivan, in a press release this week. “The increasing demand of other UC solutions will also drive the market in the long run. Furthermore, local vendors use relatively low pricing to attract a larger number of customers.”
As for the vertical industries involved, it's apparent that the big three – financial services, telecom and government –are driving the most growth. These three verticals took up more than 60 percent of the market in 2010. The industry saw good growth in small to mid-size contact centers. These enterprises with 50 to 200 agents per contact center took over half of the market. Their size gave them an edge and they are able to achieve the rapid growth with high adoption of in-house contact center solutions, according to Frost & Sullivan.
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