![]() These developments are fuelling tremendous growth and with it, competition for scarce resources – trained and experienced call centre staff.īoth the US and European call centre industries saw similar spiralling growth and there are lessons to learn from their mistakes. At the same time locally based companies are responding to increasing customer demands for service by setting up call centres for both new and existing customers. US and European organisations who have learnt the benefits of call centre economics in their home markets are locating regional and global call centres in Asia. The way an organization handles this contact can make the difference between keeping and losing a customer, business success and failure. This means that the operation of a call centre can be fundamental to a businesses success. It has been estimated that in service industries up to 70% of customer interactions now take place within a call centre. Growth in Asia Pacific is faster than anywhere else in the world with countries like China reporting upwards of 80% growth. The call centre industry is growing rapidly. For businesses it offers cheap and effective ways to serve their customers. This is very obvious in places like Australia, the Philippines and Singapore, however more time effort and money is required to turn this industry into a professional career.ĭespite the rapid growth in email and web communication, the telephone remains the most ubiquitous form of communication. Some governments in Asia Pacific do see the call centre industry as an area of future employment and therefore do actively invest and promote within country as well as overseas. To support this growth governments and mutli-national companies alike need to promote the call centre activity to attract more good calibre staff. The call centre industry is still seen as a 'stop gap' job (between jobs or while studying) rather than having future career progression opportunities. ![]() ![]() The industry has grown so fast without any controlling parameters that companies have forgotten the human factor – you can put timescales to IT development but not to people development, when an entire workforce of new skills is required. The rapid and continuing growth of the call centre industry in Asia Pacific means equipping the staff with the right professional qualifications and training is one of the biggest challenges facing the industry. ![]()
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