With the global financial crisis conclude and countries their recovery, outsourcing destinations including Philippines, Australia and Chile are expecting a better outlook for the offshore contact center services this year and the next. The contact center outsourcing is expected to make a comeback. The contact center association of the Philippines or CCAP on the 28th of September, they are expecting the contact center industry to generate revenues of up to $6.15 billion with the growth rates within the 20 percent range in the next 10 years. The CCAP president estimated that the growth this year should be around 23 percent due to increasing demand. The voice is still growing and it will continue to grow over the next 10 years.
The contact center seats numbered at 280,000 with country. The Philippines comes second only to India in providing call center outsourcing services, generating almost $5 billion in revenues for 2009. The companies such as call center outsourcing company Aegis PeopleSupport, inContact and Accenture have already announced plans to expands in the country. By callcenters.net and right now the results of an annual survey conducted which were released last September stated that the Australian contact center industry has increased by 13 percent as compared to 2009 with the total revenues amounting to $55 billion. By 3 percent, the number of contact center seats also increased. The industry has well and truly shaken off the effects of the GFC and it is back in growth-mode. The revenues, seats and employment are all up and they anticipate that it will continue through to 2011 when the total size of the industry as measured by seats is expected to grow by another 5 percent. The demand is not going to go aways, it is particularly given the move towards multi-channel integration.
In the contact center industry, Chile on the other hand is also expected to see a growth of 5-6 percent. The revenues are expected to come in at $17 million up from $16 million in 2009. The numbers exhibited and projected by the countries are substantial and positive indicating that call center outsourcing will only grow even more. While growth in offshore contact center outsourcing services is increasing, the trend towards hiring home-based contact center agents is also gaining popularity. In the state, the provider of the contact center services, Alpine Access announced that they are currently undergoing expansions in North Dakota in the US and hiring home based customer care professionals in the state. Until early next year, the company stated that they are seeking to fill more than 3,000 at home agents positions.
In the state of Utah, the fellow call center outsourcing company, Convergys also announced that they are looking to fill home based call center positions most recently in the state of Utah, where they are looking for 60 agents. Due to the approaching holiday season, the trend is only expected to continue. The large companies today are putting in the customer service agents in their home, to help customers with their orders, returns this a new type of job a new way to work.
REFERENCE:
http://www.blog.infinit-o.com/contact-center-outsourcing-stages-comeback/
