Opportunities in Asia Pacific Call Center Markets to 2008: Industry Report

Opportunities in Asia Pacific Call Center Markets to 2008

Product Type: Market Research Report
Published by: Datamonitor
Published: February 2004
Product Code: R313-6466

Description

Introduction

While the Asia Pacific call center market has developed much recently, its growth has been beset with false starts. While some have moved quickly into this region, others are apprehensive, particularly because of the number of separate markets and the nuances of each. This report will answer questions surrounding domestic and outsourced call center growth, labor arbitrage and geopolitical risk.

Scope

Countries anlayzed include Australia, China, India, Japan, Malaysia, New Zealand, the Philippines, South Korea and Thailand.
Datasets include 2003 - 2008 agent positions by country, call centers by country, APs by vertical market, and call center size band distribution.
Analysis considers the domestic and off- / near-shore demand in each relevant market.
Industries include transport, comms, entertainment, FS, government, healthcare, manufacturing, outsourcing, retail, tech, travel, and utilities.

Report Highlights

The call center landscape has changed radically over the past three years, and nowhere is this more evident that in AsiaPac. In 2003, there were approximately 8,600 call centers in Asia Pacific, and 420,000 APs. This number will grow at a between 2003 and 2008 at a CAGR of 15.1% to reach nearly one million.

For outsourcing destinations (namely, India and the Philippines) and emerging markets, the mix between internal and external call center demand will change from 2003 to 2008.

Reasons to Purchase

Maximize global investment strategies by identifying the largest and fastest-growing call center markets in Asia Pacific.
Refine vertical market strategies by understanding the growth dynamics in key industries around the region.
Understand the degree to which domestic and off- / nearshore demand will influence the region's growth potential.

Table of Contents

CHAPTER 1 EXECUTIVE SUMMARY: Introduction; Report scope; Key findings; Market size overview
CHAPTER 2 INTRODUCTION: What is this report about?; Who is the target reader?; How to use this report
CHAPTER 3 MARKET CONTEXT: Introduction; Key findings; Market size; Country classification; Market trends; Market trends; External and internal demand for call centers; The global outsourcing game
CHAPTER 4 AUSTRALIA: Economic and political assessment; Telecommunications market; Call center activity; Call center characteristics; Vertical markets; Market dynamics; Domestic market; Offshore destination or Australian-originated offshoring?; Conclusions
CHAPTER 5 JAPAN: Economic and political assessment; Telecommunications market; Call center activity; Call center characteristics; Vertical markets; Call center market dynamics; Domestic market; Offshore outsourcing; Conclusions
CHAPTER 6 INDIA: Economic and political assessment; Telecommunications market; Call center activity; Call center characteristics; Vertical markets; Call center market dynamics; Offshoring market; Domestic market; Conclusions
CHAPTER 7 PHILIPPINES: Economic and political assessment; Telecommunications market; Call center activity; Call center characteristics; Vertical markets; Call center market dynamics; Offshoring market; Domestic market; Conclusions
CHAPTER 8 CHINA: Economic and political assessment; Telecommunications market; Call center activity; Call center characteristics; Vertical markets; Call center market dynamics; Domestic market; Offshore outsourcing potential in China; Conclusion
CHAPTER 9 SOUTH KOREA: Economic and political assessment; Telecommunications market; Call center activity; Call center characteristics; Vertical markets; Call center market dynamics; Domestic market; Offshoring activities; Conclusions
CHAPTER 10 OTHER REGIONS: New Zealand; Call center market activity; Recommendations; Malaysia; Recommendations; Thailand; Domestic call center market
CHAPTER 11 ACTION POINTS: Introduction; 1. Benefit from the technology ‘leapfrogging’; 2. Create a flexible pricing strategy; 3. Leverage your brand and your partners; 4. Don’t stay at the dance too long; 5. Don’t neglect the domestic AsiaPac markets; 6. Reduce attrition; 7. Formulate a careful approach to the Chinese market
CHAPTER 12 APPENDIX: Definitions; General; Vertical markets; GDP and GDP growth statistics; Research methodology; Future reading; Datamonitor Strategic Planning Programs (SPPs); SPP writing team; Report author; Report managers; Sales enquiries; How to contact experts in your industry
LIST OF TABLES: Table 1: AsiaPac call centers, 2002-2008; Table 2: AsiaPac agent positions and growth, 2002-2008; Table 3: Total call centers by country, 2002-2008; Table 4: Total agent positions (000s) by country, 2002-2008; Table 5: AsiaPac agent position (000s) by vertical market, 2003-2008; Table 6: Australia at a glance, 2003; Table 7: Australian call centers, 2002-2008; Table 8: Australian call centers by size-band, 2003; Table 9: Australian agent positions (000s) and growth, 2002-2008; Table 10: Australian agent positions (000s) by vertical market, 2003-2008; Table 11: Japan at a glance, 2003; Table 12: Japanese call centers, 2002-2008; Table 13: Japanese call centers by size-band, 2003; Table 14: Japanese agent positions and growth, 2002-2008; Table 15: Japanese agent positions (000s) by vertical market, 2003 - 2008; Table 16: India at a glance, 2003; Table 17: Indian call centers, 2002-2008; Table 18: Indian call centers by size-band, 2003; Table 19: Indian agent positions and growth, 2002-2008; Table 20: Indian agent positions (000s) by vertical market, 2003-2008; Table 21: Philippines at a glance, 2003; Table 22: Philippine call centers, 2002-2008; Table 23: Philippine call centers by size-band, 2003; Table 24: Philippine agent positions and growth, 2002-2008; Table 25: Philippine agent positions (000s) by vertical market, 2003-2008; Table 26: China at a glance, 2003; Table 27: Chinese call centers, 2002-2008; Table 28: Chinese call centers by size-band, 2003; Table 29: Chinese agent positions and growth, 2002-2008; Table 30: Chinese agent positions (000s) by vertical market, 2003-2008; Table 31: South Korea at a glance, 2003; Table 32: South Korean call centers, 2002-2008; Table 33: South Korean call centers by size-band, 2003; Table 34: Korean agent positions and growth, 2002-2008; Table 35: South Korean agent positions (000s) by vertical market, 2002-2008; Table 36: New Zealand at a glance, 2003; Table 37: New Zealand call centers, 2002-2008; Table 38: New Zealand agent positions and growth, 2002-2008; Table 39: Malaysia at a glance, 2003; Table 40: Malaysian call centers, 2002-2008; Table 41: Malaysian agent positions and growth, 2002-2008; Table 42: Thailand at a glance, 2003; Table 43: Thai call centers, 2002-2008; Table 44: Thai agent positions and growth, 2002-2008; Table 45: Australian GDP growth, 1998-2002; Table 46: Japanese GDP growth, 1998-2002; Table 47: Indian GDP growth, 1998-2002; Table 48: Philippine GDP growth, 1998-2002; Table 49: Chinese GDP growth, 1998-2002; Table 50: Korean GDP growth, 1998-2002; Table 51: New Zealand GDP growth, 1998-2002; Table 52: Malaysian GDP growth, 1998-2002; Table 53: Thai GDP growth, 1998-2002
LIST OF FIGURES: Figure 1: AsiaPac call centers and growth, 2002-2008; Figure 1: AsiaPac agent positions and growth, 2002-2008; Figure 2: ASIAPAC call centers and agent positions by country, 2003; Figure 3: AsiaPac agent position distribution by vertical markets, 2003; Figure 4: AsiaPac call centers and growth, 2002-2008; Figure 5: AsiaPac agent positions and growth, 2002-2008; Figure 6: ASIAPAC call centers by country, 2003; Figure 7: AsiaPac APs (000s) by country, 2003; Figure 8: AsiaPac agent position distribution by vertical markets, 2003; Figure 9: AsiaPac call center developmental spectrum, 2003; Figure 10: Call center market composition by country:; Figure 11: The labor arbitrage ladder; Figure 12: Australian call centers and growth, 2002-2008; Figure 13: Australian call centers by size-band, 2003; Figure 14: Australian agent postions (000s) and growth, 2002-2008; Figure 15: Australian agent position by vertical market, 2003; Figure 16: Japanese call centers and growth, 2002-2008; Figure 17: Japanese call centers by size-band, 2003; Figure 18: Japanese agent positions and growth, 2002-2008; Figure 19: Japanese agent positions by vertical market, 2003; Figure 20: Indian call centers and growth, 2002-2008; Figure 21: Indian call centers by size-band distribution, 2003; Figure 22: Indian agent positions and growth, 2002-2008; Figure 23: Indian agent positions by vertical market, 2003; Figure 24: Time line for local Indian outsourcers; Figure 25: Philippine call centers and growth, 2002-2008; Figure 26: Philippine call centers by size-band, 2003; Figure 27: Philippine agent positions and growth, 2002-2008; Figure 28: Philippine agent positions by vertical market, 2003; Figure 29: Chinese call centers and growth, 2002-2008; Figure 30: Chinese call centers by size-band, 2003; Figure 31: Chinese agent positions and growth, 2002-2008; Figure 32: Chinese agent positions by vertical market, 2003; Figure 33: South Korean call centers and growth, 2002-2008; Figure 34: South Korean call centers by size-band, 2003; Figure 35: South Korean agent positions and growth, 2002-2008; Figure 36: South Korean agent positions, 2003; Figure 37: New Zealand call centers and growth, 2002-2008; Figure 38: New Zealand agent positions and growth, 2002-2008; Figure 39: Malaysian call centers and growth, 2002-2008; Figure 40: Malaysian agent positions and growth, 2002-2008; Figure 41: Thai call centers and growth, 2002-2008; Figure 42: Thai agent positions and growth, 2002-2008; Figure 43: Report generation process

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