The growing popularity of outsourcing within the Asia-Pacific region is bolstering the growth of the industry, with the number of contact centers in the region expected to reach 39,247 by the end of 2011 from 21,360 in 2004. A Frost & Sullivan report states that many companies in Japan and South Korea are looking to offshore their contact center operations to China, while contact centers in Singapore are considering a transfer to neighboring Malaysia due to greater cost benefits. Some Australian firms are eyeing India and the Philippines, two of the region's growth markets, for their contact center requirements. While cost remains the top consideration for decisions to outsource in Asia Pacific, service quality will determine which country will be the best contact center site, Frost & Sullivan says.
Assessment of the Asia Pacific Contact Center Market
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