Introduction

India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite. Although traditionally seen as an attractive destination for foreign companies to set up contact center operations in recent years the domestic need to improve customer service has led to an increased adoption of contact center activities.

Scope

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
India's growing middle class and increasing consumer purchasing power 2
Growing IT budgets among Indian firms 3
Increasing penetration of IP vs. that of TDM 5
An overview of distributed and hosted contact center models in India 6
Distributed contact centers will flourish in India attracting more regional clients and a new workforce 6
The simplicity of the Software as a Service model is attracting more then just hype in India 7
ACTIONS 8
Key challenges in the Indian market 8
Outsourcing has created a tight labor market leading to a skills shortage 8
Telecommunications infrastructure is unreliable, despite having high mobile phone penetration 8
Vendors need to communicate the value of applications 9
APPENDIX 10
Definitions 10
Agent position (AP) 10
Contact center 10
Methodology 10
Further reading 10
Ask the analyst 10
Datamonitor consulting 11
Disclaimer 11
List of Tables
Table 1: Agent positions in India 2006 - 2012 3
Table 2: Contact center spending in India, 2006-2012 4
List of Figures
Figure 1: Average income of Indian households - 2006 ($) 2
Figure 2: Agent positions in India 2006 - 2012 3
Figure 3: How has your IT budget grown or shrunk from 2006-7? 4
Figure 4: TDM vs IP agent positions in India, 2006 and 2012 ('000s) 5
Figure 5: Indian contact centers technologies currently in use and upgrade possibilities 7