Pragati Simlote
The Asia Pacific (APAC) outbound dialing market is expected to grow at a
compound annual growth rate (CAGR) of 12 per cent to reach $64.7 million by
2011.
The market recorded revenue of about $32.6 million in 2005. The number of agents
is also expected to grow at a CAGR of 12.8 per cent to reach 63,560. The number
of agents in 2005 was 30,860.
According to the latest analysis of the World Outbound Dialing Market by Frost
& Sullivan, world outbound dialing market earned revenues of $174 million in
2005 and forecasts this to reach $210 million in 2011.
The most visible change in this market is the greater sophistication in the way
outbound dialing is being used to meet retention, acquisition, and loyalty
strategies in the contact center.
The report further states that end user demands usher in the need for robust,
highly flexible and easy-to-program solutions. Solution providers pursuing
effective distribution channels and innovative sales strategies will be able to
take advantage of the growth in this market.
“While we are forecasting growth in North America and Europe, it is secondary
to the significantly higher growth rates for Asia-Pacific and Latin America,”
cited Frost & Sullivan industry analyst Michael DeSalles.
“This is largely attributed to the continued growth in contact center
outsourcing in these latter two regions,” he added.
Moreover, end users search for outsourcing companies that offer excellent
language and education, a pro-business environment and superior infrastructure.
Indications are that significant contact center growth is also occurring in
other countries in the Asia Pacific region-principally in the Philippine
Islands, Singapore, China and Malaysia to a lesser degree.
In 2005, the Asia-Pacific outbound dialing market experienced 18.4 per cent
growth when compared to 2004.
Saturation within the high volume outbound dialing market restricts growth
within the US. At the same time, market participants report that end users in
emerging markets (India, China, Russia and ex-Eastern bloc nations) require more
consultation and education on outbound solutions.
The report states that in order to ensure uptake of new product releases, it is
more critical than ever to provide end users with total cost of ownership (TOC)
measure along with a quantifiable Return on Investment (ROI) analysis. In a
saturated market, solution providers would do well to look beyond the
traditional collections and financial services verticals.
APAC outbound dialing market to touch CAGR of 12%Â Â
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