Outbound Call Center Featured Article

US Largest Source of Offshore Work for APAC

By Anuradha Shukla
TMCnet Contributor

The US is the largest source of offshore work for APAC, according to a new report by Global Industry Analysts, Inc.

This report shows that this share accounts for 70 percent of total outsourcing worldwide and global Agent Performance Optimization (APO) Market will reach $1.27 billion by 2017.

This decade has brought several changes in APO including changes in technology, value enhancement and the way it is perceived by organizations.

Global Industry Analysts’ report "Agent Performance Optimization (APO): A Global Strategic Business Report," also notes that workforce management has evolved into a more sophisticated set of applications for quality assurance.  

All these changes are driving the vendors to innovate and simultaneously search for expanding scope of their products beyond traditional applications. This has become increasingly relevant to survive in an aggressively competitive marketplace.

According to the report, outsourcing contact centers operations to cheaper, offshore markets is one of the most visible trends in recent years. Many organizations have outsourced their contact center operations to developing Asian countries of China, India, Philippines, Malaysia and Australia.

Organizations that were successful in the APO market attribute their growth to the high value propositions and attractive return on investments offered by the core applications of quality monitoring and workforce management.

Driven by market fluctuations, a large number of vendors in this lucrative market are looking to extend scope of their offerings to include enhanced applications and deliver optimum solutions.

Vendors are currently aiming to take APO applications to areas outside contact centers, according to the report.

Read a related article at TMCnet “Sitel Launches Call Center Outsourcing Community on TMCnet.”

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