Introduction
East and Southeast Asia is witnessing growing interest for regional contact center services in Asian languages. The primary clients are Japan, South Korea, and Hong Kong. With lower cost of operations as compared to source locations and availability of a variety of language talent, this region offers an attractive value proposition to organizations looking for destinations for nearshore contact center services.
Within this region, different locations have different language capabilities with some locations boasting of multi-lingual talent. Kuala Lumpur is one of the key locations for multi-lingual talent, followed by Manila, Bangkok, Ho Chi Minh City, and Jakarta. Chinese cities, such as Dalian, Guangzhou, and Shanghai, while leveraged mainly for domestic delivery, offer some Japanese and Korean talent as well.
Although the varied talent availability allows providers and GICs to source languages according to their scale requirements, the choice of a location also depends on the demand for offshore delivery, operating model decisions, and cost & risk considerations.
This report covers the landscape for Asian language contact center delivery after taking into account the various demand and supply factors that shape this market along with operating cost and risk elements.
Scope and contents
This report provides Everest Group’s perspective on nearshore delivery from locations in East and Southeast Asia for contact center services. The report covers various aspects of this market:
- Classification of languages on the basis of demand for offshore delivery
- Supply characteristics such as location-wise assessment of available languages, maturity of the market, talent pool availability for languages across locations, and key delivery models
- Assessment of cost and language premiums
- Assessment of risk