Indian call center industry revenue to cross $9 billion

The report indicated a shift from the American market, expected to account for nearly 53% of the $2.2 billion industry this year, towards other English-speaking countries. The Indian call centre industry revenue will cross $9 billion in six years owing to entry of new industries and various countries, according to Frost & Sullivan research report (via Business Standard).

In the report on ‘Asia Pacific Contact Center Outsourcing Market’, the agency estimates the number of call center agents to touch 5.3 lakh by 2012 from 1.6 lakh now.

“In future, the demand from telecom and technology verticals will increase as they will outsource knowledge building and analytical data mining in value terms. The price per agent per hour for these services is comparatively more ... “ it said.

The report also predicts a qualitative shift towards what it calls “knowledge driven” services such as technical support and analytics in future. As a result of the shift, Frost and Sullivan expects revenues from the non-telephone segment to increase to 37 per cent by 2012 from 22 per cent last year.

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