Can India's Dramatic Contact Center Growth Be Sustained (Market Focus)

India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite. Although traditionally seen as an attractive destination for foreign companies to set up contact center operations in recent years the domestic need to improve customer service has led to an increased adoption of contact center activities.



Report Highlights
Capacity issues in urban centers have led to several Indian companies opening up smaller contact centers in a distributed manner. India's established domestic companies have many advantages: existing relationships with customers, an understanding of their needs, and recognized brands. While there is a strong demand for the traditional contact center 'box', the shift seen in contact center vendors becoming applications and solutions providers in the western world must also be duplicated in the Indian market.


[Fade out the market survey infos]

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
India's growing middle class and increasing consumer purchasing power 2
Growing IT budgets among Indian firms 3
Increasing penetration of IP vs. that of TDM 5
An overview of distributed and hosted contact center models in India 6
Distributed contact centers will flourish in India attracting more regional clients and a new workforce 6
The simplicity of the Software as a Service model is attracting more then just hype in India 7
ACTIONS 8
Key challenges in the Indian market 8
Outsourcing has created a tight labor market leading to a skills shortage 8
Telecommunications infrastructure is unreliable, despite having high mobile phone penetration 8
Vendors need to communicate the value of applications 9
APPENDIX 10
Definitions 10
Agent position (AP) 10
Contact center 10
Methodology 10
Further reading 10
Ask the analyst 10
Datamonitor consulting 11
Disclaimer 11

[Fade out table of contents]

Table 1: Agent positions in India 2006 - 2012 3
Table 2: Contact center spending in India, 2006-2012 4


Figure 1: Average income of Indian households - 2006 ($) 2
Figure 2: Agent positions in India 2006 - 2012 3
Figure 3: How has your IT budget grown or shrunk from 2006-7? 4
Figure 4: TDM vs IP agent positions in India, 2006 and 2012 (願s) 5
Figure 5: Indian contact centers technologies currently in use and upgrade possibilities 7


[Fade out list of tables / figures]