Asia Pacific Contact Center Outsourcing - Domestic and Offshore Markets


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Frost & Sullivan Analyst Briefing on Asia Pacific Contact Center Outsourcing - Domestic and Offshore Markets

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Asia Pacific Contact Center Outsourcing - Domestic and Offshore Markets

  1. 1. Asia Pacific Contact Center Outsourcing – Domestic and Offshore Markets Outlook for Domestic and Offshore Markets - Growth Opportunities for BPOs Sathya Subramanian, Senior Research Analyst Information & Communication Technologies 16 July 2012© 2012 Frost & Sullivan. All rights reserved. This document contains highly confidential information and is the sole property ofFrost & Sullivan. No part of it may be circulated, quoted, copied or otherwise reproduced without the written approval of Frost & Sullivan.
  2. 2. Focus Points 1 Scope and Overview of the Contact Center Outsourcing Market 2 Drivers and Restraints for the Contact Center Outsourcing Market 3 Current and Future Key Trends 4 Contact Center Outsourcing Industry – Revenue Trends 5 Competitive Landscape 2
  3. 3. Scope - Market Segmentation Contact Center Outsourcing Industry: Market Segmentation (Asia Pacific), 2011 Contact Center Outsourcing Industry Industry Segmentation Geographical Segmentation Offerings Segmentation Banking and Financial Australia Malaysia Domestic Services (BFSI) Telecommunication China New Zealand Offshore Retail Hong Kong The Philippines Technology Singapore India Travel & Hospitality South Korea Indonesia Others* Taiwan Japan Thailand„Others‟ include Energy and Utilities, Media and Entertainment, Public Sector , Healthcare, Manufacturing, and Logistics etc Source: Frost & Sullivan ROWE 3
  4. 4. Overview of the Asia-Pacific Contact Center Industry Most contact center functions in Asia-Pacific are held in-house. Still outsourcing shows strong growth. The region is one of the high-growth region for contact centers in the world. The Asia-Pacific countries facilitate multiple Asian languages, English and some European languages. There are three streams of outsourcing opportunities in this region:  Domestic outsourcing  Offshore outsourcing from North America and Europe  Offshore outsourcing from other countries within Asia-Pacific Cost savings, solid infrastructure and language proficiency make many Asia-Pacific locations preferred as offshore destinations for contact center outsourcing. India, Japan and The Philippines are the top 3 locations by market size. 4
  5. 5. Major Drivers (Current and Future) Source: Frost & Sullivan analysis 5
  6. 6. Major Challenges for Contact Center OutsourcingIndustry Market Saturation Attrition rate and increase Anti-offshoring outlook in in costs many countries Need for self-service In-House contact centers ..... Major Challenges for Asia-Pacific Contact Center Outsourcing industry 6
  7. 7. Current and Future Key Trends Current Future Trends Trends Greater emphasis on new BFS and Telecom, the highest technology such as hosted contributors to revenue. technology, unified communication and WAHA New locations in Asia Pacific Jobs migrating from regions of high are being considered. operation costs to regions of lower costs Providers diversify their offering New industries such as gaming to KPO, HRO and others to are serviced. provide end-end solution. Source: Frost & Sullivan 7
  8. 8. Contact Center Outsourcing Industry – Revenue Trends 8
  9. 9. Contact Center Outsourcing Industry – Revenue Trends Growth in the Asia-Pacific contact center industry from 2010 to 2011 is 7.9 percent. This growth is expected to continue until the end of the forecast period. In 2011 there were around 838,200 seats in the region. Of these, nearly 60 percent of seats cater to domestic services and the rest 40 percent to offshore services. The region registered a 13 percent growth in the number of seats from 2010 to 2011 Among verticals the technology vertical saw highest growth of 11.1 percent in 2011. The biggest contributors to the revenue are telecom and banking and financial services (BFS) sectors. Both of these together contribute 56.3 percent of the revenue. Among the 13 countries taken up as part of the study China is seen to have the highest growth due to high domestic demand. India, Japan and the Philippines together make up 82 percent of the Asia-Pacific contact center market. 9
  10. 10. Competitive Landscape The Asia-Pacific contact center market is highly fragmented with 3 types of market participants Types of Competitors  Multinational companies (owned and headquartered outside Asia-Pacific)  Multinational companies (owned and headquartered inside Asia-Pacific)  Domestic outsourcers serving regional languages Revenue from the top 12 participants in the Asia-Pacific region constitute 33.3 percent of the total revenue from the region. Top participants in the region include 24/7 Customer HGS Scicom Aegis IBM Global Process Sitel Bell System 24 Infomedia Nusantara Sykes Convergys KTCS Teleperformance China Elite One-to-One Contacts Teletech China Motion Moshi Moshi Hotline Transcosmos Datacom PCCW Teleservices VADS Firstsource NTT Solco VXI Genpact Salmat WNS Source: Frost & Sullivan analysis 10
  11. 11. Conclusion : Key Take-Aways In 2012 and beyond, the Asia Pacific region will continue to show the highest growth 1 in the global contact center outsourcing industry. Domestic markets will be the key drivers to this growth. Banking and the telecommunication sector will continue to be the leading verticals 2 in the region. Retail, especially e-commerce, will also see increasing growth in the region. 3 The Philippines, China, and India will see maximum growth in the industry. 11
  12. 12. Next StepsDevelop Your Visionary and Innovative Skills Growth Partnership Service Share your growth thought leadership and ideas or join our GIL Global Community Join our GIL Community Newsletter Keep abreast of innovative growth opportunities 12
  13. 13. Your Feedback is Important to Us What would you like to see from Frost & Sullivan?Growth Forecasts?Competitive Structure?Emerging Trends?Strategic Recommendations?Other? Please inform us by “Rating” this presentation. 13
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  15. 15. Today’s Presenter Sathya Subramanian, Senior Research Analyst Information & Communication Technologies Frost & Sullivan Sathya is experienced in Business Intelligence Consulting and IT Services with particular expertise in data analysis and research; designing, development and testing of data marts; design, development and testing of business intelligence reports. Her clients were from a number of sectors such as fleet management, retail, healthcare and airline.2 years of experience For any other enquiries, email us: 15
  16. 16. For Additional Information Donna Jeremiah Carrie Low Corporate Communications Corporate Communications Asia Pacific Asia Pacific +61 (0) 8247 8927 +603 6204 5910 Jessie Loh Corporate Communications Asia Pacific +65 6890 0942 16