India scores 64% contact centers

New Delhi, July 14 (UNI) India has registered 64 per cent of contact centers, the highest one, according to Aspect Contact Center Index Asia (ACCIA) report.

Jointly conducted by Aspect Software, the report says that India's primary area of opportunity is in customer service and its challenges are currently with HR performance, particularly agent turnover, while most Asian contact centers focus on customer service and HR.

''We created the ACCIA to provide the insight, backed by hard data, for understanding the Asian contact center industry and addressing the challenges that come along with its growth,'' company's Asia pacific and West Asia VP Pramid Ratwani said.

The survey covered six Asian countries--India, Korea, Malaysia, Singapore, The Philippines and Thailand--with Korea and Singapore topping the charts ranking in the 'achievers' category.

According to the findings, the key differentiators between mature and emerging markets are: customer service, sales, HR, revenue and operations.

Aspect Contact Center Index Asia, a market research consultancy assesses the performance and business confidence of 200 Asian contact centers across a set of customer services including HR, revenue and others.

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