Call Center Asia

  • August 23, 2011
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Asia has spent the last year bothered with a currency crisis, bank problems and the end of assured, yearly, continued economic expansion. Yet, we have seen the region grow in size. It then demonstrates a shift by management to the more cost-effective call center channel.

Technology investment. Despite the growth, about 60% of the call centers surveyed, depending on the country addresses experiencing the economic decline’s impact. The main concern was not having the ability to employ new people and invest more modernized technology due to the lower value of their currency and that most technology needs to be purchased in US dollars. This crisis is said to be not universal, however research shows that only some 4% of call centers in Australia and about 15% of call centers in New Zealand reported feeling the effects of the currency crisis.

However, that technological gap looks like it is to be closed, eventhough the difficulties in making purchases from US suppliers with devalued currencies. The study reports that “…the vast majority of Asia-Pacific call centers indicated that they would be spending on technology, not only to leap up the technology generation path, but also because of Y2K issues….” The taunting of voice activated technology and Internet connectivity from the Web page to the call center now starting to be heard.

An good example to cite would be the Keppel Bank, one of the top Singaporean banks. Recently, the bank has completed an imposition of integrated Internet banking and a call center solution that eventually permits their customers to talk downright to agents utilizing Internet telephony technology.

Meaning?: About two or three years ago, business outlooks located in the Asia-Pacific region were certainly acceptable. Today, the prospects differ from country to country and from industry to industry. The region, concluded as a whole, is carefully hopeful for the imposition and growth of call centers.

It is said to be about two thirds of all customer contact is now through a call center, in other words, increasing their value as a cost effective customer care channel and also a cheaper cost of contact. Undoubtedly the customer care archetype has changed. The Internet is now becoming more important as technologies focalize and new and exciting technologies are actualized.

Nevertheless, this positive view is balanced by hesitant economic truths that copes with much of the region. Again, prudence must be implicated when investing in call centers in these developing nations. Serious consideration should be demonstrated in location selection in light of the effects of the currency crisis and telecommunications infrastructure, skill and language availability, access to people that want to be employed in the call center scenario and, lastly, the business and regulatory environment.

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