Asia Pacific Customer Care BPO Market to 2027 - Regional Analysis and Forecasts By Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing); End-User (BFSI, IT & Telecommunication, Manufacturing, Retail & E-Commerce, Healthcare & Pharmaceutical, Transport & Logistics, Media & Communication, and Automotive)
Publication Month: Jul 2019
Report Code: TIPRE00006295 No. of Pages: 150 Category: Technology, Media and Telecommunications Status: Published
The Asia-Pacific Customer Care BPO market accounted for US$ 4.42 Bn in 2018 and is expected to grow at a CAGR of 7.6% over the forecast period 2018–2027, to account for US$ 8.36 Bn in 2027.
The growing customer-centric businesses, the demand for cost-efficient, and value-added services are increasing. It is essential to provide the best customer service to all the customers, including new, existing, and potential customers. To serve the customer, businesses are opting for outsourced customer care service. Customer care BPO helps companies in various ways such as reduce operational cost, reduce workforce, gain competitive advantage, increase cross-selling & up-selling, increase customer loyalty & retention, build brand reputation, increase overall profitability, and others. The customers in today’s highly competitive environment are very demanding in terms of services. Businesses are highly focused on offering excellent services to its customers. In order to fulfil the need for customer services, various businesses are opting for outsourced customer care BPO. The growing concern for enhanced customer services are 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. In order 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 highly 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 have a huge opportunity to serve customers by implementing these new technologies along with the service portfolio.
Currently, India is dominating the Asia-Pacific customer care BPO market, which in turn boost the demand for customer care BPO market in Asia-Pacific. India has the advantage of having a massive pool of skilled and semi-skilled labors. Around 1200, tech start-ups were introduced within India in 2018, which leads towards the rapid growth of the economy. In addition to this, cost over quality is a strong factor for utilizing Indian outsource providers. The BPO industry is expected to generate ample employment opportunities in small cities of the country. Under the Digital India Programme, the government body has approved North East BPO Promotion Scheme (NEBPS) to accelerate the BPO operations by creating 5,000 seats with the capital support in the way of viability gap funding. Also, due to, superior competency, economy of scale, utilization improvement, factor cost advantage, and business risk mitigation are some of the factors responsible for being a destination for the call center support services. The figure given below highlights the revenue share of Rest of Asia-Pacific in the Asia-Pacific customer care BPO market in the forecast period:
Asia-Pacific CUSTOMER CARE BPO MARKET - SEGMENTATION
Asia-Pacific Customer care BPO Market by Solution
- Onshore Outsourcing
- Offshore Outsourcing
- Nearshore Outsourcing
Asia-Pacific Customer care BPO Market by Industry Vertical
- BFSI
- IT & Telecommunication
- Manufacturing, Retail & E-Commerce
- Healthcare & Pharmaceutical
- Transport & Logistics
- Media & Communication
- Automotive
- Others
Asia-Pacific Customer care BPO Market by Country
- India
- China
- Australia
- South Korea
- Japan
- Rest of Asia-Pacific
Companies Mentioned
- Alorica Inc.
- Arvato AG
- Concentrix Corporation
- Go4customer
- Sitel Group
- Sykes Enterprises, Incorporated
- Teleperformance
- Teletech Holdings
- Webhelp Group
- Worldwide Call Centers, Inc.
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)
The List of Companies
- Alorica Inc.
- Arvato AG
- Concentrix Corporation
- Go4customer
- Sitel Group
- Sykes Enterprises, Incorporated
- Teleperformance
- Teletech Holdings
- Webhelp Group
- Worldwide Call Centers, Inc.
- Save and reduce time carrying out entry-level research by identifying the growth, size, leading players and segments in the Asia-Pacific customer care BPO market.
- Highlights key business priorities in order to assist companies to realign their business strategies.
- The key findings and recommendations highlight crucial progressive industry trends in the Asia-Pacific customer care BPO market, thereby allowing players across the value chain to develop effective long-term strategies.
- Develop/modify business expansion plans by using substantial growth offering developed and emerging markets.
- Scrutinize in-depth Asia-Pacific market trends and outlook coupled with the factors driving the market, as well as those hindering it.
- Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing and distributioN.