Philippines largest contact center market in Asia

2009-09-17 - The customer contact industry in Asia is seeing robust growth by way of new greenfield sites, expansions and upgrades. With about 1.55 million seats in 2008 the contact center industry in Asia Pacific is projected to double to 3.06 million seats by 2016, growing at a compound annual growth rate of 12.4 percent, according to Frost & Sullivan.

The Philippines takes the lead and is by far the largest and fastest growing contact center market in Asia Pacific. According to Shivanu Shukla, industry manager, of the Asia Pacific ICT practice at Frost & Sullivan the Philippines BPO & Contact Center market has continued to be on the growth track despite the recessionary environment.

However, he points that the economic recession has put pressure on margins and pricing for outsourcing services. He further elaborates, "Focus on customer retention & operational excellence has been a top priority for enterprise contact centers in this recession, and as the economy begins to show signs of recovery, contact centers would need to increase their focus on customer acquisition and delivering exceptional customer experience."


Author(s): Scott Bender

New staff in the call & contact center world?

Has your organization appointed a new manager? Let the call center community know.
 » Tell us about your latest people news

Search: