Asia Pacific Customer Care BPO Market Forecast to 2028 -Regional Analysis - by Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing) and End User (BFSI, IT and Telecommunication, Retail and E-Commerce, Manufacturing, Healthcare and Pharmaceutical, Transport and Logistics, Media and Communication, Automotive, and Others)

June 2023 | 119 pages | ID: A63A1B6D079DEN
The Insight Partners

Abstracts

The Asia Pacific customer care BPO market is expected to grow from US$ 6,044.52 million in 2023 to US$ 9,260.66 million by 2028. It is estimated to grow at a CAGR of 8.9% from 2023 to 2028.

Emergence of Technologies such as Artificial Intelligence and Cloud Computing in Asia Pacific Customer Care BPO Market

Cloud computing today is a major force driving digital transformation across industries. It reduces management and operational costs. Cloud computing holds tremendous potential, and the notion of the cloud being limited to only IT functions has completely changed. It assimilates with other technologies such as artificial intelligence (AI), edge computing, and the Internet of Things (IoT). Artificial Intelligence (AI) as created a paradigm shift in almost all verticals, including the BPO sector. Consolidating operations in the BPO sector with AI has made processes more efficient and cost-effective. For example, AI can be used for BPO processes involving financial and account management, vocal recognition in customer service, analyzing big data for decision-making, and so on. Thus, the emergence of technologies such as AI and cloud computing is bringing new trends in the customer care BPO market. Technological evolution, digital transformation, and the COVID-19 pandemic have led to increased integration of AI into customer care BPO services. The integration allows service providers to improve real-time communications with customers. AI has changed the way brands connect with customers, making it easier to create personalized experiences and nurture long-term relationships. Moreover, AI and cloud computing also bridge the gap between the high-volume, high-velocity data being generated and the ability to use these data to engage customers in real time. The integration of customer care services with AI helps BPO firms provide 24/7 support, along with resolving simple issues and personalizing their services. In sales businesses, it helps personalize and scale the sales process. AI-based speech recognition, virtual assistants, and interactive voice responses have substantially decreased the customer waiting time before reaching a customer care executive. In addition, furthering the role of AI-powered omnichannel routing allows for seamless switching between multiple channels, such as chats and voice calls, with executives always being ready to address customer queries or complaints. Smart BPOs integrated with AI help businesses in optimizing and automating their services, thereby making business processes less expensive, environmentally friendly, and more efficient.

Asia Pacific Customer Care BPO Market Overview

The Asia Pacific region encompasses South Korea, India, China, Japan, Australia, and the Rest of Asia Pacific. Asia Pacific has long been the center of outsourced business process operations and has gained significant media traction over the years as a key location for BPO organizations. The region gained prominence because of earlier success experienced by the providers there. Asia has been outperforming in terms of offering exceptional BPO services for many organizations every year. The region's success in the BPO industry can be attributed to the availability of a skilled workforce at much lower costs. Employing contractual labor from sources outside an organization allows the firm to concentrate internal efforts on the company's core skills. Such a strategy balances the expense of in-house functions while improving the firm's bottom line. With rising cloud adoption and the growth of various industry verticals, the region is experiencing a tremendous rise in opportunities for outsourcing businesses, despite facing agile competition from other developing customer care BPO markets.

Asia Pacific Customer Care BPO market Revenue and Forecast to 2028 (US$ Million)

Asia Pacific Customer Care BPO market Segmentation

The Asia Pacific customer care BPO market is segmented on the basis of solution, end user, and country. On the basis of solution, the Asia Pacific customer care BPO market is segmented into nearshore outsourcing, onshore outsourcing, and offshore outsourcing. The nearshore outsourcing segment registered the largest market share in 2023.

Based on end user, the Asia Pacific customer care BPO market is further segmented into oil & gas, IT & telecom, power & utility, and others. The IT & telecom segment registered the largest market share in 2023.

Based on country, the Asia Pacific customer care BPO market is segmented into China, Japan, India, South Korea, Australia, and the Rest of Asia Pacific. China dominated the market share in 2023.

Alorica Inc, Comdata SpA, Concentrix Corp, Foundever Operating Corp, Teleperformance SE, Telus International Cda Inc, TTEC Holdings Inc, and Webhelp Inc are the leading companies operating in the Asia Pacific customer care BPO market.

Contents

1. INTRODUCTION

1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
1.3.1 Asia Pacific Customer Care BPO Market - By Solution
1.3.2 Asia Pacific Customer Care BPO Market - By End User
1.3.3 Asia Pacific Customer Care BPO Market- By Country

2. KEY TAKEAWAYS


3. RESEARCH METHODOLOGY

3.1 Coverage
3.2 Secondary Research
3.3 Primary Research

4. ASIA PACIFIC CUSTOMER CARE BPO MARKET LANDSCAPE

4.1 Market Overview
4.2 Asia Pacific PEST Analysis
4.3 Ecosystem Analysis
4.4 Expert Opinion

5. ASIA PACIFIC CUSTOMER CARE BPO MARKET - KEY MARKET DYNAMICS

5.1 Market Drivers
5.1.1 Rising Focus of Organizations on Ensuring Greater Customer Satisfaction
5.1.2 Huge Cost Benefits Conferred by Outsourcing Customer Care Services
5.2 Restraint
5.2.1 Concerns Regarding Data Security and Privacy
5.3 Opportunity
5.3.1 Progressive IT and Telecommunications Sector
5.4 Future Trend
5.4.1 Emergence of Technologies such as Artificial Intelligence and Cloud Computing
5.5 Impact Analysis of Drivers and Restraints

6. CUSTOMER CARE BPO MARKET - ASIA PACIFIC ANALYSIS

6.1 Asia Pacific Customer Care BPO Market Overview
6.2 Asia Pacific Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)

7. ASIA PACIFIC CUSTOMER CARE BPO MARKET ANALYSIS - BY SOLUTION

7.1 Overview
7.2 Asia Pacific Customer Care BPO Market, By Solution (2022 and 2028)
7.3 Nearshore Outsourcing
7.3.1 Overview
7.3.2 Nearshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
7.4 Onshore Outsourcing
7.4.1 Overview
7.4.2 Onshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
7.5 Offshore Outsourcing
7.5.1 Overview
7.5.2 Offshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)

8. ASIA PACIFIC CUSTOMER CARE BPO MARKET ANALYSIS - BY END USER

8.1 Overview
8.2 Asia Pacific Customer Care BPO Market, By End User (2022 and 2028)
8.3 IT and Telecommunication
8.3.1 Overview
8.3.2 IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.4 BFSI
8.4.1 Overview
8.4.2 BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.5 Retail and E-Commerce
8.5.1 Overview
8.5.2 Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.6 Manufacturing
8.6.1 Overview
8.6.2 Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.7 Transport and Logistics
8.7.1 Overview
8.7.2 Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.8 Healthcare and Pharmaceutical
8.8.1 Overview
8.8.2 Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.9 Media and Communication
8.9.1 Overview
8.9.2 Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.10 Automotive
8.10.1 Overview
8.10.2 Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
8.11 Others
8.11.1 Overview
8.11.2 Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)

9. ASIA PACIFIC CUSTOMER CARE BPO MARKET - COUNTRY ANALYSIS

9.1 Overview
9.1.1 Asia Pacific Customer Care BPO Market Breakdown, by Country
9.1.1.1 China Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.1.1 China Customer Care BPO Market Breakdown, By Solution
9.1.1.1.2 China Customer Care BPO Market Breakdown, By End User
9.1.1.2 Japan Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.2.1 Japan Customer Care BPO Market Breakdown, By Solution
9.1.1.2.2 Japan Customer Care BPO Market Breakdown, By End User
9.1.1.3 South Korea Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.3.1 South Korea Customer Care BPO Market Breakdown, By Solution
9.1.1.3.2 South Korea Customer Care BPO Market Breakdown, By End User
9.1.1.4 India Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.4.1 India Customer Care BPO Market Breakdown, By Solution
9.1.1.4.2 India Customer Care BPO Market Breakdown, By End User
9.1.1.5 Australia Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.5.1 Australia Customer Care BPO Market Breakdown, By Solution
9.1.1.5.2 Australia Customer Care BPO Market Breakdown, By End User
9.1.1.6 Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028
9.1.1.6.1 Rest of Asia Pacific Customer Care BPO Market Breakdown, By Solution
9.1.1.6.2 Rest of Asia Pacific Customer Care BPO Market Breakdown, By End User

10. INDUSTRY LANDSCAPE

10.1 Overview
10.2 Market Initiative
10.3 Merger and Acquisition

11. COMPANY PROFILES

11.1 Comdata SpA
11.1.1 Key Facts
11.1.2 Business Description
11.1.3 Products and Services
11.1.4 Financial Overview
11.1.5 SWOT Analysis
11.1.6 Key Developments
11.2 Concentrix Corp
11.2.1 Key Facts
11.2.2 Business Description
11.2.3 Products and Services
11.2.4 Financial Overview
11.2.5 SWOT Analysis
11.2.6 Key Developments
11.3 Telus International Cda Inc
11.3.1 Key Facts
11.3.2 Business Description
11.3.3 Products and Services
11.3.4 Financial Overview
11.3.5 SWOT Analysis
11.3.6 Key Developments
11.4 Foundever Operating Corp
11.4.1 Key Facts
11.4.2 Business Description
11.4.3 Products and Services
11.4.4 Financial Overview
11.4.5 SWOT Analysis
11.4.6 Key Developments
11.5 TTEC Holdings Inc
11.5.1 Key Facts
11.5.2 Business Description
11.5.3 Products and Services
11.5.4 Financial Overview
11.5.5 SWOT Analysis
11.5.6 Key Developments
11.6 Teleperformance SE
11.6.1 Key Facts
11.6.2 Business Description
11.6.3 Products and Services
11.6.4 Financial Overview
11.6.5 SWOT Analysis
11.6.6 Key Developments
11.7 Webhelp Inc
11.7.1 Key Facts
11.7.2 Business Description
11.7.3 Products and Services
11.7.4 Financial Overview
11.7.5 SWOT Analysis
11.7.6 Key Developments
11.8 Alorica Inc
11.8.1 Key Facts
11.8.2 Business Description
11.8.3 Products and Services
11.8.4 Financial Overview
11.8.5 SWOT Analysis
11.8.6 Key Developments

12. APPENDIX

12.1 About The Insight Partners
12.2 Word Index

List Of Tables

LIST OF TABLES


Table 1. Asia Pacific Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
Table 2. Asia Pacific Customer Care BPO Market, Revenue and Forecast To 2028 - By Country (US$ Million)
Table 3. China Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 4. China Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 5. Japan Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 6. Japan Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 7. South Korea Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 8. South Korea Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 9. India Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 10. India Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 11. Australia Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 12. Australia Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 13. Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 14. Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
Table 15. List of Abbreviation

List Of Figures

LIST OF FIGURES


Figure 1. Asia Pacific Customer Care BPO Market Segmentation
Figure 2. Asia Pacific Customer Care BPO Market Segmentation - By Country
Figure 3. Asia Pacific Customer Care BPO Market Overview
Figure 4. Asia Pacific Customer Care BPO Market, by Solution
Figure 5. Asia Pacific Customer Care BPO Market, by Country
Figure 6. APAC: PEST Analysis
Figure 7. Expert Opinion
Figure 8. Asia Pacific Customer Care BPO Market Impact Analysis of Drivers and Restraints
Figure 9. Asia Pacific Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
Figure 10. Asia Pacific Customer Care BPO Market Revenue Share, By Solution (2022 and 2028)
Figure 11. Asia Pacific Nearshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
Figure 12. Asia Pacific Onshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
Figure 13. Asia Pacific Offshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
Figure 14. Asia Pacific Customer Care BPO Market Revenue Share, By End User (2022 and 2028)
Figure 15. Asia Pacific IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 16. Asia Pacific BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 17. Asia Pacific Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 18. Asia Pacific Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 19. Asia Pacific Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 20. Asia Pacific Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 21. Asia Pacific Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 22. Asia Pacific Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 23. Asia Pacific Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
Figure 24. Asia Pacific: Customer Care BPO Market, by Key Country - Revenue (2022) (US$ Million)
Figure 25. Asia Pacific Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
Figure 26. China Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 27. Japan Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 28. South Korea Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 29. India Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 30. Australia Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
Figure 31. Rest of Asia Pacific Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)