Asia Pacific Customer Care BPO Market Analysis and Opportunities by 2027

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.

Asia Pacific Customer Care BPO Report Scope