2025年亚洲联络中心行业权威指南

The contact centre is changing rapidly across all marketsand industries, driven by new capabilities that gatherdata, support customers with artificial intelligence (AI) andautomation and provide significant scope for agents Indiais a dominant powerhouse for outsourcing, whileChinaandMalaysiaare rapidly gaining ground withtheir exceptional customer service capabilities. The are now cloud-based to support faster operations,stronger business continuity and multi-channelcapabilities. In 2024, the cloud contact centre market in Much of this growth is driven by the outsourcedsegment of the overall contact centre industry, where Ahead of CCW Asia 2025, this reporttakes a detailed look at the contactcentre markets of these four keymarkets and looks at what the future However, many customers still want to speak to a realperson in real time, and this means staffing live chatand phone channels remain imperative for the brands As a result, the Asia-Pacific region – led by territoriessuch as India, the Philippines, Malaysia and Singapore– is projected to be the fastest-growing hub for The Asia-Pacific region has long provided such capabilitiesfor both its regional and domestic brands, and a thrivingoutsourcing sector also supports thousands of internationalbrands that move their customer care operations overseas Analysing the strength of the industry based ontechnology alone gives a strong indication of both its India’s time zone advantage, cost-effectiveness androbust IT infrastructure continue to attract significant BPOinvestments. As a result, the sector has become a significant As a contact centre BPO hub, India has long maintaineda position as the global leader. In 2023, India created thehighest number of BPO jobs globally at around 98,520 India As the most populous country in the world, India’s majordomestic B2B and B2C brands often serve as manycustomers as regional and even global brands that India’s dominance as a BPO market is due to its vastpool of skilled, English-proficient workers and thishas cemented the country’s status as the preferred Philippines Known as the call centre capital of the world, thecontact centre market in the Philippines employs more However, on the regional and global stage, India’scontact centre industry is better known for theoutsourcing capabilities it offers. In fact, India’s contact Major Indian cities, such as Bangalore, Delhi andHyderabad, have established themselves as prominentBPO hubs, catering to diverse sectors including IT, As a premier destination for BPO operations, the Philippineshas firmly established itself, leveraging its highly skilledworkforce and excellent English proficiency. The countryoffers cost-effective solutions and a strong cultural Major Philippine cities, such as Manila and Cebu, havebecome thriving BPO hubs, hosting numerous globalcompanies that provide a diverse range of services,from customer support to IT solutions. The Philippine There are many factors that contribute to the currentsituation. In 2023, contact centre industry growth shiftedaway from the US market and towards nearshore andoffshore regions. This shift was driven by companies robust data protection regulations, a favourablelocation with excellent connectivity and workerswho are skilled in multiple Asian languages. It is also as both a BPO market, as well as the strength of its As a BPO destination, Malaysia has emerged as a dynamicand increasingly attractive location in Southeast Asia.The country’s multilingual workforce, cost-effectiveness Singapore’s BPO market size was estimated to beworth US$1.98bn in 2024 and is anticipated to grow ata compound annual growth rate (CAGR) of 13 percentto 2030. In fact, some of the biggest companies in Major Malaysian cities, such as Kuala Lumpur, Penangand Cyberjaya, have established themselves as thrivingBPO hubs, offering a range of services spanning IT, Beyond the BPO industry, the biggest contact centreemployers in the Philippines include Canadian tech Malaysia Malaysia’s contact centre industry is part of its digitaleconomy, which is expected to drive more than 25percent of GDP this year, thanks to stronger leadershipand support from the government. Not only has new Singapore The strength of Singapore’s contact centre market isdriven by both local offices for international brands,such as The Lego Group, as well as local brands such The country is also favoured as an outsourcingdestination. Although outsourcing costs are typically Malaysia Unique market features:$6,286/year average annual India Contact centre market value: $33bnContact centre workforce size: 1.1-1.3 millionUnique market features:98,520 jobs created in 2023 Singapore Contact centre BPO market value: $1.98bn Unique market features:$22,000 /year average annual The Philippines Contact centre market value: $39bn (total InformationTechnology and Business Process Management industry)Contact centre workforce size: 1.3-1.5 million Unique market feat