Contact Center Industry News

TMCNet:  Indian software firm eyes Thai call-centre market

[December 17, 2012]

Indian software firm eyes Thai call-centre market

Dec 17, 2012 (Bangkok Post - McClatchy-Tribune Information Services via COMTEX) -- Servion Global Solutions, the Indian customer interaction management firm, plans to open an office in Thailand next month to capitalise on the country's booming call-centre industry.

"Thailand is the largest market in Asean for contact centres," said Abhijit Banerjee, the vice-president for Asia-Pacific operations.

The move will be aimed at establishing a business presence amid high demand for call-centre technologies in the Thai market on the back of growing popularity of mobile devices and high internet penetration.

Mr Banerjee said changes in consumer behaviours in terms of mobile devices are prompting more and more business operators to upgrade their existing conventional contact centres to new-generation facilities.

Integrating into a multichannel call centre model including internet, mobiles, chat function and interactive voice response are staples of the new-generation call centre, he said.

He said the launch of the Asean Economic Community in 2016 will serve to make Thailand even more attractive to foreign investors due to the country's strategic geographical location and competitive labour costs.

Intense competition in the service industry and manufacturing, particularly in the retail, banking, insurance, telecommunications and automobile sectors, will translate to higher investment in call centres, said Mr Banerjee.

Servion offers software bundling with IP telephony hardware under a single package priced within a range of US$ 75,000 to 300,000.

Mr Banerjee said the company plans an aggressive promotion of Thailand as the best call-centre location over the next two years.

"We plan revenue growth of 25% to US$3 million next year" from less than 10% last year, said Mr Banerjee.

He said 25% of Servion's revenue comes from Asia-Pacific, the company's second-largest market behind only the US.

Mr Banerjee added that Frost & Sullivan, the global research firm, reported the Asia-Pacific call-centre industry has been growing steadily at a compound annual growth rate of 10.5%.

The total number of call centre seats in the region is expected to reach 3 million by 2014 in a market valued at US$1.31 billion, up from 1.7 million seats in a market valued at $665 million in 2008.

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