It is a well-known fact that the Asia Pacific region is by far the most prominent provider of contact center outsourcing solutions in the world with the Philippines and India seemingly atop the list of countries. The simple reason as to why the Asia Pacific or APAC region accomplishes this with ease is because English is a predominant language in many of its countries. In fact, many American, Australian, and European companies outsourcing various services to the Philippines and India have thrived substantially in their specific industries. Because these organizations have found success of the greatest magnitude, the entire world is now looking at the region as a primary destination to outsource their services. In fact, it is safe to say that the region’s fast growing contact center market is at its peak and here are 4 examples that prove why.

New Zealand and Australia looking to gain a foothold in the Philippine Contact center market.

The Philippines has long been considered the top 2 contact center market in Asia simply because of the ability of Filipinos to speak excellent English with perfect diction and excellent command of verb tenses. Another reason is many contact center agents are college educated and have the mental capacity and patience to offer excellent customer service unlike most other APAC countries. As the United States has been long considered the largest outsourcing partner of the country in the past decade, the number of New Zealand and Australian partnering firms have been substantially growing beginning 2016. This could mean more jobs and commerce for the companies of all three countries involved.

Cloud-based contact centers looking to set up base in the Philippines.

A primary driver that is currently changing the contact center marketplace is Cloud-based Contact Center Solutions. This solution infrastructure allows any consumer-oriented organization to provide the ultimate customer experience by streamlining Technology to benefit consumers. Utilizing cloud-based technology is extremely flexible and cost-effective strategy where organizations avoid spending an exorbitant amount of funds on hardware and software as well as the human resources to manage both. They also avoid allotting extra funding for maintenance and upkeep of that equipment. With Cloud-based Contact Center Solution technology, the cloud model is subscription-based, which means all hardware, software, and management is handled by the cloud provider. It also means not having to pay for things like servers, routers, and other hardware. Currently, TCN, Inc. a leading provider of Cloud-based Contact Center Solutions in Asia is looking to expand operations in Australia, New Zealand, and APAC’s very own Philippines.

Omni-channel customer service solutions being implemented in Singapore.

Most businesses today face a far greater complexity of managing their channels. This results in the accumulation of unstructured data that most organizations do not have the technology to manage. This becomes a problem for businesses striving in this age of digital communications as consumers are now becoming more demanding and expect the highest quality of services with minimal response time. Omni-channel customer service solutions are technology that combines high-level data processing and artificial intelligence such as robotics to digitally transform an organization’s data management and customer service. It allows managing data, structured and unstructured in all channels of communication via robotic process automation. This robotic technology ensures that all customer service processes are done efficiently, and more importantly; error-free. To make matters even better, the technology is able to run around the clock, seven days a week. Currently, this technology is being implemented in Singapore.

Bangkok contact center implements self-service technology with their outsourcing solutions.

Self-service Technology, otherwise known as SSTs is innovative technology that empowers consumers to experience service that is autonomous of human interference. As a lot of customer services are currently delivered through technology, consumer-oriented organizations must develop technology ideal to all the current technological platforms or mediums that consumers utilize in placing orders, making inquiries, and tracking packages among other. Another amazing benefit provided by SSTs is consumers no longer have to deal with delays in transactions. They are simply able to request, purchase, and trade assets with other entities without having to interact with a customer service representative. Through the implementation of Self-service Technology, prominent Thai contact center Advance Info Service has been able to reduce operational costs substantially in their contact centers located in Bangkok and Korat, Thailand.

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Sources:

• https://www2.everestgrp.com/reportaction/EGR-2017-1-R-2119/Marketing
• http://www.strategyr.com/MarketResearch/infographTemplate.asp?code=MCP-1145
• http://www.businesswire.com/news/home/20170322005920/en/Asia-Pacific-Contact-Center-Applications-Market—Growth
• https://www.outbounders.tv/callcenterinasia/
• https://ww2.frost.com/news/press-releases/omnichannel-customer-experience-drives-growth-opportunities-asia-pacific-contact-center-application-market/
• http://www.tmcnet.com/channels/call-center-management//news/-omnichannel-customer-experience-drives-growth-opportunities-the-asia-/2017/04/05/8523083.htm
• https://www.enterpriseinnovation.net/article/ais-ramps-call-center-self-service-system-2124793387

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