Research Overview

The Asia-Pacific region is a preferred offshore destination for the contact center outsourcing market. The industry is expected to flourish in Asia-Pacific despite a volatile global outlook and currency fluctuations. Key drivers include low labor costs, large talent pools, domestic market growth, supportive infrastructure, fluent English and local language skills, as well as familiarity with Western culture.

This study analyzes the contact center outsourcing market forecast by industry verticals— namely banking, financial services, and insurance (BFSI), consumer retail, information and communication technology, telecommunications, travel and hospitality, and others. This study also evaluates the contact center market’s revenue on the basis of domestic and offshore outsourcing.

This study presents a regional analysis of the contact center outsourcing market across 13 key regions in Asia-Pacific. This includes Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, and Thailand. It presents market sizing by revenue and seats for each of the 13 countries. The various market drivers and restraints of each region have also been discussed.