Thailand Call Center Business Sector Expanding
January 07, 2013
By Jamie Epstein
, TMCnet Web Editor
If I had my way, one place on my bucket list that I must visit is Thailand. And no, it isn’t because of its rapidly growing call center business industry; however, it is seeing increasing success due to new companies relocating to the area, including customer interaction management company Servion Global Solutions.
Revealing that nearly 50 percent of its overall revenue would be driven from the Asia Pacific region, Servion Global Solutions Vice President (Asia Pacific) Abhijit Banerjee said in a statement, “This move is aimed at establishing a business presence amid high demand for call center technologies in that market on the back of growing popularity of mobile devices and high Internet penetration. With the office in Thailand, we will help organizations to stay focused on their core business; while we take over management of customer interaction processes and add dimensions to cater to the changing landscape.”
As new call center businesses continue to open their doors within the Asia Pacific region, this locale is seeing increased spending on customer service, analyst firm Frost & Sullivan (News - Alert) recently revealed. According to a recent report titled, “Asia-Pacific Contact Center Applications Market, 2011,” in 2011, the overall market grew more than 13 percent, and in order to measure up to increasing demands from customers, the number of agents present within these contact center rose to 2.5 million.
In fact, the firm revealed that the vertical will grow rapidly over time and saw somewhere near a double digit growth rate in 2012. Two factors that have lead to the success of call center businesses when looking specifically at this region include multi-channel conversation and social media integration. Customers are turning to both of these platforms in order to resolve complaints, problems or questions in the shortest period of time possible, thus call centers are now adding to their employee base to handle these new demands.
"Cost is a vital purchase factor for contact center operations in the Asia-Pacific," commented Frost & Sullivan Industry Manager Krishna Baidya. "Therefore, several contact centers are looking ways to optimize their operations, generating strong demand for workforce optimization (WFO) and analytical tools."
As countries throughout the globe have been hard hit by recent economic slowdowns, it seems as if call center businesses have yet to slow down and have seen great success as of late. Perhaps this expansion is due to next generations solutions such as those offered by Voicent. Through eliminating hard hitting expenses that can shrink a company’s budget significantly like additional hardware or maintenance, the call center business provider offers a suite of solutions that can monitor and manage resources in order to meet regulatory mandates as well as specific campaign goals.
Offering scalability, cost-effectiveness and professional call center-grade offerings that are capable of delivering support to call centers no matter how big or small, Voicent will be right there every step of the way to enable agents to serve customers to the highest degree possible wherever they happen to be located.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Allison Boccamazzo