India and the Philippines: Global Delivery Overview for Contact Centers

Publication Date	April 2009
Publisher	IDC
Product Type	Report
Pages	14
ISBN Number	not applicable
Product Code	IDC06916

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Summary

This IDC study shows Asia/Pacific as one of the fastest growing regions that offers contact center services and boasts a capacity of over 1.2 million seats. India accounts for 40% of the total seats in the region and is estimated to have 500,000 seats, while the Philippines accounts for almost 10% of Asia/Pacific's call center seats and is estimated to have a capacity of nearly 130,000 seats.

"Both countries pose significant opportunities and challenges for contact center delivery and are well suited in terms of costs, infrastructures, and language skills to provide excellent quality of service (QoS). However, the People's Republic of China (PRC) is hot on their tails; hence, India and the Philippines need to quickly strategize on customer retention and new customer generation by offering value-added services and redefining QoS delivered," says Suchitra Narayan, research manager, peripherals and services, IDC Asia/Pacific.

Content

IDC Opinion
In This Study
- Definitions
  - Business Process Outsourcing Services
  - Seat
- Methodology
Situation Overview
- Manila as a Delivery Hub for Business Process Outsourcing Services
- India as a Delivery Hub for Business Process Outsourcing Services
- Trends in Contact Center Outsourcing in Asia/Pacific (Excluding Japan)
- Figure: Asia/Pacific Global Delivery Index: Top 10 Ranking Cities
  - Challenges for the Philippines
  - Challenges for India
Future Outlook
- The Cost of Human Resources
- Table: Philippine Salary Benchmarking for Contact Centers (US$)
- Table: India Salary Benchmarking for Contact Centers (US$)
- Figure: India and the Philippine Salary Benchmarking for Contact Centers
- Real Estate
- Table: Philippine Real Estate Benchmarking for Contact Centers (US$)
- Table: India Real Estate Benchmarking for Contact Centers (US$)
- Systems and Processes in Place
  - IT Infrastructure
  - Table: India and the Philippine IT Infrastructure Benchmarking for Contact Centers (US$)
  - Annual Cost Per Seat
  - Table: Annual Cost Per Seat for Contact Centers (US$)
Essential Guidance
- Advice
Learn More
- Related Research
- Synopsis