Mumbai: The number of call centre agent positions based in the APAC region will continue to grow throughout the next five year, driven by low costs, ever-increasing language skills and internal demand, says Peter Ryan, call centre and outsourcing analyst with Datamonitor.
In an at the Singapore Contact Centre Association Symposium, Ryan outlined the key emerging trends in the Asian contact centre industry, pitched against other global offshore contact center destinations.
According to Datamonitor, Asian markets including India, the Philippines, Malaysia and Singapore will be driven by internal demand in addition to a focus on language capabilities and comparative advantage from a price standpoint.
Ryan also noted that new locations such as Canada, Australia and New Zealand will continue to adopt Asian outsourcing markets, in addition to mainstay clients which include the UK and the US.
China will also continue to interest investors, both for its low cost environment, as well as its scalability. In addition, with a plethora of Asian language capabilities, the potential for large-scale service for Japanese and Korean customer care could be a reality.
"Despite that there are many more locations doing contact center |
