Despite the strong upcoming competition from Eastern Europe, Africa, and South American regions, the Asia-Pacific (APAC) region continues to rule the helpdesk support market in recent times. The APAC region contributes to approximately 52% of the global helpdesk support services market followed by the Americas and EMEA.
The ever increasing customer demands and the need for low-cost services have boosted the APAC market globally. The APAC outsourcing service providers look to transform and sustain as companies globally strive to accelerate the business capabilities and enhance their customer engagement models.
6 Major Reasons for APAC Dominance in the Helpdesk Support Market
As businesses across the globe strive to get ahead in their domain, they are constantly on the lookout for an experienced and skilled call center outsourcing service providers. Helpdesk support service providing companies in the APAC region has always been at the forefront to deliver the best quality services at an affordable price. Some of the major reasons the APAC region dominates in this domain are listed here -
Abundance of Talent
The major countries in the Asia-Pacific region are known for having the best talent globally. By outsourcing to service providers in the APAC region, you can get access to the best and the most experienced workforce for your call center requirements. The lack of talent at an affordable price in the west makes the APAC region a key player in the helpdesk support market.
Competitive Business Models
The APAC region is home to some of the best outsourcing service providers on the globe and most of them are constantly working towards changing their business models and compete differently. By building local teams at major centers, these companies are cutting back the local APAC talent to provide clients with more executive-level customer engagement.
Centers for Training
Most of the outsourcing firms in the APAC region are turning to be the best places to hone new skills and expertise. Training departments are becoming the new normal in most of the outsourcing companies. The digital skills required to support the new and trending technologies are readily available and the local talent is eager to upskill and keep pace with the latest technological advancements.
Customer Service to Customer Experience
'Improving customer experience' is the second most cited reason for outsourcing by major companies in the west. Most of the outsourcing firms in the APAC region are moving towards building sophisticated digital solutions which will help in improving the customer experience. The shift from 'customer service' to 'customer experience' is real and evident in this part of the world.
In-house Project Leaders
More and more outsourcing firms are moving towards providing an in-house project manager to each of their clients who will work closely with their internal teams. This is a win-win situation for both parties as the client will have more control and visibility over the processes while the outsourcing service provider will have the opportunity to elevate the role of the outsourcing team in the client's organization.
In the last few decades, India and China have been the topmost providers of helpdesk support services to major firms across the globe. But the recent changes in government policies and education, countries like Malaysia, Singapore, Philippines, etc. have been some of the major upcoming centers in the outsourcing domain.
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