Multinational enterprises to fuel growth in the Thai Contact Center industry

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Multinational enterprises to fuel growth in the Thai Contact Center industry - Frost & Sullivan

The Thailand Call Center market is forecasted to hit a year-on-year(YoY) growth of 18.4% in 2016, according to Frost & Sullivan analysts.

In the same time period the Thai sector is projected to reach close to 63,000 Call Center seats - an increase of 17% YoY growth. More such insights were highlighted at the 2010 Customer Contact Thailand Summit.

Into its third location, the Frost & Sullivan's 2010 Customer Contact Summit Series opened this morning at the Sofitel Centara Grand Bangkok, to a crowd of 100 mid-level to C-level delegates, largely from the local Contact Center market.

Presenting on - 'Social Customer Engagement Strategy: Leveraging on Social Networks to drive Customer Experience', Shivanu Shukla, Associate Director at Frost & Sullivan opened the day's sessions. He highlighted the emerging trends in social media and how social networks such as Facebook, Twitter and other forms of social networking sites can be effectively used to engage customers and elevate customer experience. The presentation also discussed the process and people changes that would be required for a social customer engagement strategy and the potential challenges that could be faced in the implementation and management stages.

Aside from his address on the crucial role of social networks on enterprise success, Shivanu, who tracks the Contact Center market in Asia Pacific, commented that unlike the Philippines, growth in the Thai Contact Center market is closely linked to its domestic economy, especially since the market is largely untapped. "In the short term, much of the growth is expected to come from multinational enterprises with a domestic presence in Thailand. Local businesses will begin to account for significant revenue only in the mid to long term period. "

He added, "Though presenting an exuberated outlook the kingdom has to get through the effects of the global economic crisis which was prolonged by the political instability in the country faced. The combined effect has led to a relatively steep decline in revenue and it is expected to lead to a slower recovery in the short to mid-term time frame. "

Along with market intelligence and insights from Frost & Sullivan, leading practitioners from the region's Contact Center industry too shared their observations and learnings of the local market direction as the day progressed.

Of the numerous highlights through the day, the keynote titled 'Do you "know" who is working for you, or do you "think" you know? ', following Shivanu's opening keynote was an information boost to the attendees. Presented by Kevin Panozza, CEO of Engagement Matters, the presentation showcased the importance of intelligent staff management and positive staff engagement which were crucial in staff retention. As an industry highly dependant on its human factor, the Call Center industry is constantly on the need of highly skilled talent pool and extensive training is often involved in polishing its workforce up to the required standards. Hence, high turn-over will not only create gab in delivery quality but also increase spending in staff training. This presentation offered a great insight in managing the most crucial resource for any Call Center - its human resource.

The day long summit engaged its attendees with a packed agenda that included topics on People Management, Customer-centricity, Business Strategies and Innovation & Technology.

ที่มา: nationmultimedia.com