IDC Says Call Centres Set for Rapid Growth in Asia/Pacific Region

SYDNEY – MARCH 16, 2001 – IDC predicts that the Asia/Pacific call center services market will grow from US$1.2 billion in 2000 to exceed US$4 billion in 2005. Due to the rapid expansion of the Indian market plus the expected boom in the Chinese market, India, Australia and China look set to dominate the market by 2005.

 

"Enormous opportunities exist for Call Center integrators and outsourcers across the region, particularly in India, China and Australia," said Phil Hassey, Senior Analyst for IS Outsourcing. "These opportunities, including implementation, operation and training, show a 2000-2005 Compound Annual Growth Rates (CAGR) across the region in excess of 25%."

According to IDC, within Australia the call center market will grow from US$480 in 2000 to US$924 in 2005, a CAGR of 14%

"Despite the growth potential throughout the region, this growth has not been uniform," added Mr. Hassey. "Apart from the traditional services powerhouse of Australia, significant investment and development of call center capabilities is occurring in India, and China is expected to follow this trend. Smaller nations such as Malaysia and the Philippines are developing strategies at a national level to ensure that they gain a share of this marketplace."

During the period covered by IDC’s report on Outsourcing and Call Centers, the growth in China and India were the most significant. Australia’s growth is largely overshadowed by growth rates in excess of 40% and 50% for India and China respectively.

This growth is going to create significant opportunities either for vendors to increase existing capabilities in the market place, both from an offering and a geographic perspective, or for new consultants and operators to enter the marketplace. Whilst global players such as Teletech and Sitel have entered the marketplace, from an operators perspective, there is no player who can claim a market dominance. The impact of this growth on the competitive marketplace is one of the key findings of the report, which profiles seven integrators, and six outsourcing operators all of whom have significant operations in Australia. In addition, the leading integrators and operators in the 12 countries in the study have been identified and profiled.

For more information on IDC’s research on Outsourcing and Call Centers, or to purchase Asia/Pacific Outsourcing or Call Center research series reports and bulletins, please contact Zein Baghadadi at 61-2-9925-2258 or zbaghdadi@idc.com

About IDC

IDC is the foremost global market intelligence and advisory firm helping clients gain insight into technology and eBusiness trends to develop sound business strategies. Using a combination of rigorous primary research, in-depth analysis, and client interaction, IDC forecasts worldwide markets and trends to deliver dependable service and client advice. More than 700 analysts in 43 countries provide global research with local content. IDC's customers comprise the world’s leading IT suppliers, IT organizations, eBusiness companies, and the financial community. Additional information can be found at www.idc.com.au