Many companies in Japan and South Korea are looking towards China to offshore their contact center operations. While contact centers in Singapore are taking into consideration neighboring Malaysia as an outstanding option for greater cost benefits, at the same time as some Australian companies are transferring their contact centers within the region to India and the Philippines.
Over the years, industrial markets such as Australia and Hong Kong have instituted ways to sustain or even lessen attrition. The introduction of a structured agent career path, flexible and conducive environment, and provision of high incentives will further aid employee retention. In addition, training and motivation schemes need to be devised to maintain quality agents.
Right now, banking, financial services, and insurance (BFSI) companies followed by telecommunications and IT companies remain to be the chief contributors to total contact center seats in Asia Pacific. However, the government, education, retail and utilities sectors are increasingly choosing for contact centers to enhance their customer service.
In addition, domestic demand for contact centers is expected to heap on, as governments across Asia Pacific start on their e-government initiatives to make available channels for greater interaction with their general public. Such factors merged with the inherent benefits of contact center outsourcing will increase demand for this market in Asia Pacific, thus guaranteeing its continual growth.
Contact centers in Asia Pacific are generally 25%-40% less expensive than US, Canada, Western Europe and Australia contact centers and can be an excellent choice for:
- Lead Generation
- Technical Support
- Appointment Setting
- Customer Service
- Back Office Processing
- and more…
Choosing The Ultimate Solution
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