[PRNewswire] Asia Pacific has been a high growth region for the contact center industry. Recent economic downturn has caused a minor set back to the industry but future growth cannot be ignored. In terms of total number of seats in Asia Pacific, the contact center industry was at about 1.7 million seats in 2008. By 2014, the contact center industry is projected to grow at compound annual growth rate (CAGR) of 10.5 percent crossing over 3 million seats.
The burgeoning industry growth brings along its unique set of challenges. Customer centricity is today the most important aspect of business for the contact center industry. Businesses need to cope with increasing cost pressures, training & motivating agents, rising customer expectations, deploying web & multimedia applications and other challenges.
Shivanu Shukla, industry manager, for ICT at Frost & Sullivan Asia Pacific says, "The contact center industry in Asia Pacific continued to invest in customer care and contact center applications despite a slow economic environment in the second half of 2008. Fueled by rising domestic demand as well as steady growth in outsourcing, the contact center market in Malaysia is expected to see good growth over the next 3-5 years."
Contact Center Industry in Asia Pacific to Cross 3 Million Seats by 2014: Frost & Sullivan
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