• Japanese
  • Korean
  • Chinese
Cover Image

China Contact Center Outsourcing Services 2012-2016 Forecast and Analysis

  • Published:
  • 25 Pages
  • IDC

This IDC study provides an overview of China's contact center outsourcing (CCO) services market as well as market status and forecast for the next five years. It also includes a competitive landscape of the three types of service providers. The study also provides recommendations on service provider development. China's CCO services market increased from US$812.4 million in 2010 to US$993.0 million in 2011, with 22.2% year-over-year (YoY) growth, driven by the fast-growing economy, cloud, mobile Internet, and social media. Looking forward, China's CCO services market is expected to increase, with a 2011-2016 compound annual growth rate (CAGR) of 19.2%.

"China's CCO market continued to expand in 2011, and CCO service offerings are diversifying. Contact center is maturing and has become an important means for enterprises to develop business and promote innovation," says Richard Zhao, senior market analyst, Services, IDC China.

Table of Contents


IDC Opinion


In This Study


  • Methodology

Situation Overview

  • Introduction

  • 2011 Market Dynamics

    • Social Media Applications Made Contact Center Services Ubiquitous

    • On-Demand Delivery Drove Cloud-Based Contact Center Outsourcing

    • SMBs Generated Strong Demand for Contact Center Outsourcing

    • Mobile Internet Drove the Diversity of Contact Center Service Offerings

    • Contact Centers Are Also in a Stage of Transformation

  • China Contact Center Outsourcing Services Market Size, 2011

    • 2011 Market Breakdown by Service Offering

    • 2011 Market Breakdown by Industry

    • 2011 Market Breakdown by Region

  • Current Competitive Landscape

    • Types of Service Provider

      • Global Service Providers

      • Domestic Service Providers

      • Telecom Service Providers

    • Service Provider Profiles

      • Wicresoft

        • Company Overview

        • Service Offerings and Performance

      • 95teleweb

        • Company Overview

        • Service Offerings and Performance

      • Arvato Services China

        • Company Overview

        • Service Offerings

      • DYXnet

        • Company Overview

        • Service Offerings

      • Welsend

        • Company Overview

        • Service Offerings

      • China Mobile (Zhejiang) Contact Center

        • Company Overview

        • Service Offerings and Performance

Future Outlook

  • Forecast and Assumptions

    • Market Assumptions

    • Forecasts for 2012-2016

      • Overall Market Forecast, 2012-2016

    • Market Forecast by Service Offering

  • Future Trends

  • Market Context

Essential Guidance

Learn More


  • Related Research

  • Definitions

    • Contact Center Outsourcing Services Definitions

      • Contact Center

      • Contact Center Outsourcing

      • Regional Markets

    Synopsis

Table: China Contact Center Outsourcing Services Revenue, 2010 and 2011

Table: Top 3 Assumptions for the China Contact Center Outsourcing Services Market, 2012-2016


Table: Key Forecast Assumptions for the China Contact Center Outsourcing Services Market, 2012-2016


Table: China Contact Center Outsourcing Services, 2011-2016


Table: China Contact Center Outsourcing Services Revenue by Service Offering, 2011-2016 (US$M)


Table: China Contact Center Outsourcing Services Revenue, 2010-2016: Comparison of May 2012 and May 2011 Forecasts


Table: China Regional Market Definitions, 2012


Figure: China Contact Center Outsourcing Services Market Share by Service Offering, 2011


Figure: China Contact Center Outsourcing Services Market Share by Industry, 2011


Figure: China Contact Center Outsourcing Services Market Share by Region, 2011


Figure: China Contact Center Service Provider Competitive Landscape


Figure: China Contact Center Outsourcing Services Revenue, 2010-2016: Comparison of May 2012 and May 2011 Forecasts


Show More
Pricing
Get Notified
Email me when related reports are published