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Outsourcing has redefined the way enterprises operate. Enterprises have slowly evolved from outsourcing-for-cost savings to outsourcing-for-profit. Today, enterprises use outsourcing as a strategic advantage over competitors by being more agile, faster to market, and simply better at their support functions.

The Asia Pacific Contact Center Outsourcing Market witnessed a solid growth of 25.2 percent in 2005 over 2004 to reach $7.2 billion in 2005.

The low labour cost, increasing competition, globalization, increased IP adoption and improved network infrastructure, cultural and language proximity to the Western world, cultural similarities within Asia Pacific and increased focus on outsourcing and offshoring from Governments in Asia Pacific is driving this industry. The Asia Pacific Contact Center Outsourcing Market is expected to grow at a strong CAGR (Compound Annual Growth Rate) of 19.5 percent from 2005 to 2012 to reach $25.1 billion by 2012.

Offshore outsourcing is a global phenomenon that has driven the growth in the market in Asia Pacific and is expected to continue to be the chief driver for growth and revenues. Offshore outsourcing contributed 34.2 percent of the total market revenues in 2005, with more than $2.1 billion worth of contact center outsourcing contracts being serviced out of the region. Offshore outsourcing is expected to grow significantly in the forecast period at a formidable CAGR of 28.9 percent from 2005 to 2012.

With the high growth in the outsourcing industry in Asia Pacific, the region has witnessed the emergence of several local players and the entry of many global and US-based outsourcers. Telecom service providers, Banks, IT service providers, and large multinational enterprises with in-house/captive centers have joined the market place. As competition amongst outsourcers has been on the rise, and as they try to garner a larger share of the multi-vendor contracts, focus on domain has become critical. Today, outsourcers work with their clients to help achieve goals that are business impact driven.

• Which markets in Asia Pacific are driving growth for contact center outsourcing and why?

• How are the Asia Pacific markets expected to play in the next 3-5 years? Which countries will form the first tier and second?

• Understand the competitive landscape and evolution of the industry and vendor strategies? Who are the top players in every country across Asia Pacific?

• An insight into Japan and the booming contact center outsourcing activities and how this will change by 2010

• Understand why countries like China hold great potential and who are the kingpins in the contact center outsourcing industry?

• Malaysia emerges as one of the top spots for outsourcing after India and Philippines? Understand the outsourcing success Malaysia is witnessing

• Who are the emerging players that are making an impact in the market?

• Understand the differing pricing models used by outsourcers and why price per agent is no longer the key metric