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Market Research Report

Asia Pacific Customer Care BPO Market to 2027 - Regional Analysis and Forecasts By Solution ; End-User

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Asia Pacific Customer Care BPO Market to 2027 - Regional Analysis and Forecasts By Solution ; End-User
Published: July 31, 2019 Content info: 150 Pages
Description

The Asia-Pacific Customer Care BPO market accounted for US$ 4.42 Bn in 2018 and is expected to grow at a CAGR of 6.0% over the forecast period 2018-2027, to account for US$ 8.36 Bn in 2027. The cost advantage offered by customer care BPO is one of the key reasons, which impacts the demand for customer care BPO services. It significantly reduces the cost of the organization by providing support and services to the customers. The customer care BPO enables the work to be done at very low cost and in an efficient way. There is a wide gap between the wage pattern of eastern and western countries. The wage rate is comparatively very low in developing countries of Asia-Pacific such as India and China when compared to western countries such as the U.S. and U.K. The wage difference varies up to 60%. Moreover, the company does not have to make investments in infrastructure. Customer care BPO also enables to save cost on recruitment and training. With the increasing need for cost-cutting to run the business significantly, companies are opting for customer care BPO and are impacting the market growth positively. Thus, the lower wage rates in APAC is positively impacting the growth of the customer care BPO market.

Over the years, customer care BPO services are providing cost-effective services to their customers. To offer enhanced services to its customer in the competitive market, vendors are implanting various technologies such as RPA (robotic process automation) and AI (artificial intelligence). The RPA has profoundly impacted the entire BPO service. RPA is a cost-efficient, high speed with enhanced efficiency in customer service. Along with call center services, vendors offer real-time analysis and insights based on customer data. Vendors operating in customer care BPO market have a tremendous opportunity to serve customers by implementing these new technologies along with the service portfolio.

The Asia-Pacific customer care BPO market is fragmented with the presence of several industries, and the competitive dynamics in the customer care BPO market is expected to change during the upcoming years. In addition to this government initiatives are also expected to drive the growth of customer care BPO market in the region. For instance, the Indian Telecom industry has recently permitted 100% FDI Equity in the communication sector. Thus, the customer care BPO market is anticipated to witness growth in the Asia Pacific region. The customer care BPO market is highly competitive with the presence of some of the prominent players that capture a significant share of the customer care BPO market.

The customer care BPO market by solution is segmented into onshore outsourcing, offshore outsourcing, and nearshore outsourcing. Offshore customer care provides services to its customers located in in a foreign country or other region and solve their queries related to the product through customer inquiry calls, telemarketing, and technical helpdesks, email and chat support. Offshore customer care services solve customer queries in a different language and culture. This service can easily be affected by political instability, lower labor costs, or tax savings. The various benefits of offshore customer care BPO are reduced operating costs and maximized revenue, services delivered as per the schedule, access to specific services which are not related to core functions, maximum time to concentrate on core capabilities and cost saving in software, and technology & infrastructure. The market players provide its offshore services via chat/ email support, telemarketing, technical support, inbound and outbound call center solutions, and many more.

The overall Asia-Pacific customer care BPO market size has been derived using both primary and secondary source. The research process begins with exhaustive secondary research using internal and external sources to obtain qualitative and quantitative information related to the Asia-Pacific customer care BPO market. It also provides an overview and forecast for the Asia-Pacific customer care BPO market based on all the segmentation provided for the Asia-Pacific region. Also, primary interviews were conducted with industry participants and commentators to validate data and analysis. The participants who typically take part in such a process include industry expert such as V.P.s, business development managers, market intelligence managers, and national sales managers, and external consultants such as valuation experts, research analysts, and key opinion leaders specializing in the Asia-Pacific customer care BPO industry. Some of the players present in customer care BPO market are ALORICA INC, Arvato AG, Concentrix Corporation, Go4customer, Sitel Group, Sykes Enterprises, Incorporated, Teleperformance, Teletech Holdings, Webhelp Group, and Worldwide Call Centers, Inc. among others.

Table of Contents
Product Code: TIPRE00006295

TABLE OF CONTENTS

1. Introduction

  • 1.1 Scope of The Study
  • 1.2 The Insight Partners Research Report Guidance

2. Key Takeaways

3. Asia-Pacific Customer Care BPO Market Landscape

  • 3.1 Market Overview
  • 3.2 Market Segmentation
    • 3.2.1 Asia-Pacific Customer Care BPO Market - By Solution
    • 3.2.2 Asia-Pacific Customer Care BPO Market - By End User
    • 3.2.3 Asia-Pacific Customer Care BPO Market - By Country
  • 3.3 PEST Analysis
    • 3.3.1 Asia Pacific - PEST Analysis
  • 3.4 Ecosystem Analysis
  • 3.5 Expert Opinion

4. Asia-Pacific Customer Care BPO Market - Key Industry Dynamics

  • 4.1 Key Market Drivers
    • 4.1.1 Increasing demand for improving the customer experience among enterprises
    • 4.1.2 Growing focus towards reduction the operational costs
  • 4.2 Key Market Restraint
    • 4.2.1 Cyber-attacks and breach of sensitive client data
  • 4.3 Key Market Opportunities
    • 4.3.1 Integration of new technologies to offer enhanced customer services
  • 4.4 Future Trends
    • 4.4.1 Geographical concentration of delivery centres
  • 4.5 Impact Analysis of Drivers and Restraints

5. Asia-Pacific Customer Care BPO -Market Analysis

  • 5.1 Asia-Pacific Customer Care BPO Market Overview
  • 5.2 Asia-Pacific Customer Care BPO Market Forecast and Analysis

6. Asia-Pacific Customer Care BPO Market Analysis - By Solution

  • 6.1 Overview
  • 6.2 Asia-Pacific Customer Care BPO Market Breakdown, By Solution, 2018 & 2027
  • 6.3 Onshore Outsourcing
    • 6.3.1 Overview
    • 6.3.2 Onshore Outsourcing Market Forecasts and Analysis
  • 6.4 Offshore Outsourcing
    • 6.4.1 Overview
    • 6.4.2 Offshore Outsourcing Market Forecasts and Analysis
  • 6.5 Nearshore Outsourcing
    • 6.5.1 Overview
    • 6.5.2 Nearshore Outsourcing Market Forecasts and Analysis

7. Asia-Pacific Customer Care BPO Market Analysis- By End-User

  • 7.1 Overview
  • 7.2 Asia-Pacific Customer Care BPO Market Breakdown, By End-User, 2018 & 2027
  • 7.3 BFSI
    • 7.3.1 Overview
    • 7.3.2 BFSI Market Forecasts and Analysis
  • 7.4 IT & Telecommunication
    • 7.4.1 Overview
    • 7.4.2 IT & Telecommunication Market Forecasts and Analysis
  • 7.5 Manufacturing, Retail & E-Commerce
    • 7.5.1 Overview
    • 7.5.2 Manufacturing, Retail & E-Commerce Market Forecasts and Analysis
  • 7.6 Healthcare & Pharmaceutical
    • 7.6.1 Overview
    • 7.6.2 Healthcare & Pharmaceutical Market Forecasts and Analysis
  • 7.7 Transport & Logistics
    • 7.7.1 Overview
    • 7.7.2 Transport & Logistics Market Forecasts and Analysis
  • 7.8 Media & Communication
    • 7.8.1 Overview
    • 7.8.2 Media & Communication Market Forecasts and Analysis
  • 7.9 Automotive
    • 7.9.1 Overview
    • 7.9.2 Automotive Market Forecasts and Analysis
  • 7.10 Others
    • 7.10.1 Overview
    • 7.10.2 Others Market Forecasts and Analysis

8. Asia-Pacific Customer Care BPO Market- Country Analysis

  • 8.1 Overview
    • 8.1.1 Asia Pacific Customer care BPO Market Breakdown, by Key Countries
      • 8.1.1.1 China Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
        • 8.1.1.1.1 China Customer Care BPO Market Breakdown by Solution
        • 8.1.1.1.2 China Customer Care BPO Market Breakdown by End-User
      • 8.1.1.2 Japan Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
        • 8.1.1.2.1 Japan Customer Care BPO Market Breakdown by Solution
        • 8.1.1.2.2 Japan Customer Care BPO Market Breakdown by End-User
      • 8.1.1.3 India Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
        • 8.1.1.3.1 India Customer Care BPO Market Breakdown by Solution
        • 8.1.1.3.2 India Customer Care BPO Market Breakdown by End-User
      • 8.1.1.4 Australia Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
        • 8.1.1.4.1 Australia Customer Care BPO Market Breakdown by Solution
        • 8.1.1.4.2 Australia Customer Care BPO Market Breakdown by End-User
      • 8.1.1.5 South Korea Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
        • 8.1.1.5.1 South Korea Customer Care BPO Market Breakdown by Solution
        • 8.1.1.5.2 South Korea Customer Care BPO Market Breakdown by End-User
      • 8.1.1.6 Rest of APAC Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
        • 8.1.1.6.1 Rest of APAC Customer Care BPO Market Breakdown by Solution
        • 8.1.1.6.2 Rest of APAC Customer Care BPO Market Breakdown by End-User

9. Customer Care BPO Market - Industry Landscape

  • 9.1 Market Initiative
  • 9.2 Merger and Acquisition

10. Customer Care BPO Market - Company Profile

  • 10.1 Alorica Inc.
    • 10.1.1 Key Facts
    • 10.1.2 Business Description
    • 10.1.3 Products and Services
    • 10.1.4 SWOT Analysis
    • 10.1.5 Key Developments
  • 10.2 Arvato AG
    • 10.2.1 Key Facts
    • 10.2.2 Business Description
    • 10.2.3 Products and Services
    • 10.2.4 Financial Overview
    • 10.2.5 SWOT Analysis
    • 10.2.6 Key Developments
  • 10.3 Concentrix Corporation
    • 10.3.1 Key Facts
    • 10.3.2 Business Description
    • 10.3.3 Products and Services
    • 10.3.4 Financial Overview
    • 10.3.5 SWOT Analysis
    • 10.3.6 Key Developments
  • 10.4 Go4customer
    • 10.4.1 Key Facts
    • 10.4.2 Business Description
    • 10.4.3 Products and Services
    • 10.4.4 Financial Overview
    • 10.4.5 SWOT Analysis
    • 10.4.6 Key Developments
  • 10.5 Sitel Group
    • 10.5.1 Key Facts
    • 10.5.2 Business Description
    • 10.5.3 Products and Services
    • 10.5.4 Financial Overview
    • 10.5.5 SWOT Analysis
    • 10.5.6 Key Developments
  • 10.6 Sykes Enterprises, Incorporated
    • 10.6.1 Key Facts
    • 10.6.2 Business Description
    • 10.6.3 Products and Services
    • 10.6.4 Financial Overview
    • 10.6.5 SWOT Analysis
    • 10.6.6 Key Developments
  • 10.7 Teletech Holdings
    • 10.7.1 Key Facts
    • 10.7.2 Business Description
    • 10.7.3 Products and Services
    • 10.7.4 Financial Overview
    • 10.7.5 SWOT Analysis
    • 10.7.6 Key Developments
  • 10.8 Teleperformance
    • 10.8.1 Key Facts
    • 10.8.2 Business Description
    • 10.8.3 Products and Services
    • 10.8.4 Financial Overview
    • 10.8.5 SWOT Analysis
    • 10.8.6 Key Developments
  • 10.9 Webhelp
    • 10.9.1 Key Facts
    • 10.9.2 Business Description
    • 10.9.3 Products and Services
    • 10.9.4 Financial Overview
    • 10.9.5 SWOT Analysis
    • 10.9.6 Key Developments
  • 10.10 Worldwide Call Centers, Inc.
    • 10.10.1 Key Facts
    • 10.10.2 Business Description
    • 10.10.3 Products and Services
    • 10.10.4 Financial Overview
    • 10.10.5 SWOT Analysis
    • 10.10.6 Key Developments

11. Appendix

  • 11.1 About The Insight Partners
  • 11.2 Glossary of Terms
  • 11.3 Methodology
    • 11.3.1 Coverage
    • 11.3.2 Secondary Research
    • 11.3.3 Primary Research

LIST OF TABLES

  • Table 1. Asia-Pacific Customer Care BPO Market Revenue and Forecast To 2027 (US$ Bn)
  • Table 2. Asia Pacific Customer Care BPO Market Revenue And Forecasts To 2027 - By Solution (Us$ Bn)
  • Table 3. Asia Pacific Customer Care BPO Market Revenue And Forecasts To 2027 - By End-User (Us$ Mn)
  • Table 4. Asia Pacific Customer Care BPO Market Revenue And Forecasts To 2027 - By End-User (Us$ Bn)
  • Table 5. China Customer Care BPO Market Revenue and Forecast To 2027 - By Solution (US$ Bn)
  • Table 6. China Customer Care BPO Market Revenue and Forecast To 2027 - By End-User (US$ Bn)
  • Table 7. Japan Customer Care BPO Market Revenue and Forecast To 2027 - By Solution (US$ Bn)
  • Table 8. Japan Customer Care BPO Market Revenue and Forecast To 2027 - By End-User (US$ Bn)
  • Table 9. India Customer Care BPO Market Revenue and Forecast To 2027 - By Solution (US$ Bn)
  • Table 10. India Customer Care BPO Market Revenue and Forecast To 2027 - By End-User (US$ Bn)
  • Table 11. Australia Customer Care BPO Market Revenue and Forecast To 2027 - By Solution (US$ Bn)
  • Table 12. Australia Customer Care BPO Market Revenue and Forecast To 2027 - By End-User (US$ Bn)
  • Table 13. South Korea Customer Care BPO Market Revenue and Forecast To 2027 - By Solution (US$ Bn)
  • Table 14. South Korea Customer Care BPO Market Revenue and Forecast To 2027 - By End-User (US$ Bn)
  • Table 15. Rest Of APAC Customer Care BPO Market Revenue and Forecast To 2027 - By Solution (US$ Bn)
  • Table 16. Rest Of APAC Customer Care BPO Market Revenue and Forecast To 2027 - By End-User (US$ Bn)
  • Table 17. Glossary Of Term: Customer Care BPO Market

LIST OF FIGURES

  • Figure 1. India Customer Care BPO Market, By Revenue, 2018 - 2027, US$ Bn
  • Figure 2. Asia-Pacific customer Care BPO Market - By End User, 2018 & 2027, (%)
  • Figure 3. Asia-Pacific Customer Care BPO Market Segmentation
  • Figure 4. Asia-Pacific Customer Care BPO Market Segmentation - By Country
  • Figure 5. Asia Pacific - PEST Analysis
  • Figure 6. Ecosystem Analysis
  • Figure 7. Expert Opinion
  • Figure 8. Asia-Pacific Customer Care BPO Market Impact Analysis Of Driver And Restraints
  • Figure 9. Asia-Pacific Customer Care BPO Market Forecast And Analysis
  • Figure 10. Asia-Pacific Customer Care BPO Market Breakdown, By Solution, 2018 & 2027 (%)
  • Figure 11. Asia-Pacific Customer Care BPO Market, By Onshore Outsourcing Revenue and Forecast To 2027 (US$ Bn)
  • Figure 12. Asia-Pacific Customer Care BPO Market, By Offshore Outsourcing Revenue and Forecast To 2027 (US$ Bn)
  • Figure 13. Asia-Pacific Customer Care BPO Market, By Nearshore Outsourcing Revenue and Forecast To 2027 (US$ Bn)
  • Figure 14. Asia-Pacific Customer Care BPO Market Breakdown, By End-User, 2018 & 2027 (%)
  • Figure 15. Asia-Pacific Customer Care BPO Market, By BFSI Market Revenue and Forecast To 2027 (US$ Mn)
  • Figure 16. Asia-Pacific Customer Care BPO Market, By IT & Telecommunication Revenue and Forecast To 2027 (US$ Mn)
  • Figure 17. Asia-Pacific Customer Care BPO Market, By Manufacturing, Retail & E-Commerce Revenue and Forecast To 2027 (US$ Mn)
  • Figure 18. Asia-Pacific Customer Care BPO Market, By Healthcare & Pharmaceutical Revenue and Forecast To 2027 (US$ Bn)
  • Figure 19. Asia-Pacific Customer Care BPO Market, By Transport & Logistics Market Revenue and Forecast To 2027 (US$ Mn)
  • Figure 20. Asia-Pacific Customer Care BPO Market, By Media & Communication Revenue and Forecast To 2027 (US$ Mn)
  • Figure 21. Asia-Pacific Customer Care BPO Market, By Automotive Revenue and Forecast To 2027 (US$ Mn)
  • Figure 22. Asia-Pacific Customer Care BPO Market, By Others Revenue and Forecast To 2027 (US$ Bn)
  • Figure 23. Asia Pacific Customer Care BPO Market Breakdown By Key Countries, 2018 & 2027(%)
  • Figure 24. China Customer Care BPO Market Revenue and Forecast To 2027 (US$ Bn)
  • Figure 25. Japan Customer Care BPO Market Revenue and Forecast To 2027 (US$ Bn)
  • Figure 26. India Customer Care BPO Market Revenue and Forecast To 2027 (US$ Bn)
  • Figure 27. Australia Customer Care BPO Market Revenue and Forecast To 2027 (US$ Bn)
  • Figure 28. South Korea Customer Care BPO Market Revenue and Forecast To 2027 (US$ Bn)
  • Figure 29. Rest Of APAC Customer Care BPO Market Revenue and Forecast To 2027 (US$ Bn)
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