The contact center outsourcing market in the APAC region is expected to grow at a CAGR of 11.76 percent over the period 2014-2019, according to a new report from Research and Markets.
One of the major trends emerging in the market is interest from SMBs looking to outsource their contact center functions. Several SMBs across the APAC region, especially in Australia, Japan, India, and China, are adopting contact center solutions. Hosted contact center solutions are preferred as there is no upfront cost involved in setting up the infrastructure.
According to the report, increased need for cost reduction is one of the major drivers in the market. By outsourcing contact center solutions, companies do not need to invest in infrastructure. It also enables them to access local talent, which is available at a lower cost than in the host country.
Additionally, one of the major challenges that the market faces is the emergence of other contact center outsourcing locations. The contact center outsourcing market in the APAC region has gained technical expertise, which is increasing the salary levels of employees. The emergence of other contact center locations is posing a threat to the market in the APAC region as services are available at a lower cost.
The report names HP, IBM, Sitel and Teleperformance as the dominant players in the market. Other prominent vendors include 7, Alorica, Convergys, West and Genesys.