Increasing focus on customer experience is driving firms across APAC to outsource contact center services to leverage service provider capabilities. With increase in Internet penetration and smartphone adoption, adoption of non-voice channels, such as chat and social media, is picking up pace; this is driving firms to go for multi-channel solutions. This changing landscape of the buyer requirements is providing service providers with ample opportunities to tap into the current low levels of CCO penetration in APAC.

China is among the faster-growing CCO markets in the APAC region. With an increase in consumption of services by an already huge population base and rapid expansion of MNC buyers across the region, the demand for contact center services is high and CCO market is expected to grow at 15-17% from 2016-2018 to reach US$2.7-2.9 billion in 2018.

Scope of the research

• Database of 2,500+ CCO contracts; it does not include shared services or Global In-House Centers (GICs).
• Coverage across 30+ CCO service providers including Aegis, Alorica, Arvato, Atento, CGI, Concentrix, Conduit Global, Conduent, Contax, Convergys, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, HPE, Infosys, Intelenet, Knoah Solutions, NTT Data, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom Worldwide, Transcosmos, VXI, Wipro, Webhelp, and WNS.

Contents

This report will assist key stakeholders (buyers, service providers, and technology providers) understand the changing dynamics of the CCO market in APAC with a detailed assessment of attractiveness of China for CCO market. In this backdrop, the report provides comprehensive coverage of the APAC CCO market including an in-depth analysis of the market size & growth, buyer adoption trends, CCO value proposition & solution characteristics, and detailed assessment of China CCO market. Some of the findings are:

• Third-party contact center spends registered strong growth in APAC region over the last four years to reach US$10-11 billion in 2016.
• Telecom and BFSI are the dominant industries in the APAC CCO market. However, increasing demand for quality healthcare in countries such as China, along with a booming tourism industry in the region, is driving CCO demand in healthcare and travel industries.
• The adoption of multi-channel contracts is increasing with greater inclusion of non-voice channels such as chat and social media, to address the evolving customer need for an integrated digital experience.
• Increasing buyer maturity is driving buyers to adopt value-added services, such as customer analytics and performance management, in their scope.
• CCO adoption in China will grow at a CAGR of 15-17% to reach US$2.7-2.9 billion in 2018. This growth will be driven by its positive macroeconomic outlook, increased consumerism, and focus on customer experience.
• There is strong presence of local CCO providers in China as they cater to a large pool of domestic firms. Global providers occupy a small share as they currently serve a limited pool of MNC firms, although their share will increase as other multinationals enter the market.

Membership (s)

Contact Center Outsourcing