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市場調查報告書
印尼客服中心：2011年∼2015年市場預測
Indonesia Contact Center (Call Center) Market Forecast: 2011 to 2015
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印尼客服中心：2011年∼2015年市場預測 是由出版商Asia Pacific Research Group (APRG)在2011年05月所出版的。
這份英文市場調查報告書包含23 Pages 價格從美金1200起跳。
印尼於CRM技術之支出於2010年增加了22％，預計客服中心之最終用戶數於2015年將可增加兩倍，其社群網路應用於2011年將達到3倍之規模。
本報告為，概述印尼外包客服中心及BPO市場，並匯整客服中心市場規模、成長、技術趨勢、使用外包企業之成功案例、收益等表現及預測，以下列摘要形式闡述。
第1章 機會分析
第2章 影響印尼客服中心市場因素(2011年)
- 顧客滿意度仍為最大優先項目
- 自助服務之管理代理開發
- 透過社群網路與顧客增加交流
- 外包聯繫活動之重要性
第3章 印尼CRM及客服中心之服務供應商
- PT. Asia Outsourcing Services (AOS)
- PT Infomedia Nusantara (Infomedia)
- PT. Jaringan Intech
- PT VADS Indonesia
- PT. Jaring Synergi Mandiri
- PT Teleperformance Technosoft
第4章 印尼客服中心市場之評估及預測(∼2015年)
- 服務種類
- 聯絡技術支出
- 客服中心之成長：代理定位
- 本國及對外技術支出
圖表
Abstract
This market research report is a new, independent assessment of the Call
Center industry in Indonesia. The report provides industry professionals and
strategists, corporate analysts, and technology companies with independent
forecasts and market intelligence on Indonesia' s growing Contact Center
industry. Besides enabling decision makers to assess the market size and
growth, it also helps in identifying new market opportunities.
In addition to the significant uptake in new IP based Call Center
technologies, we are seeing a number of Indonesian enterprises implementing
Contact Center best practices that improve performance metrics in customer
satisfaction and service, inbound and outbound sales, and collections.
Other key trends include:
- CRM technology spending increased 22% in 2010
- the number of Contact Center agent positions in Indonesia is set to double
by 2015
- the number Contact Center interactions through social networking
applications will treble in 2011
Key questions answered by this report
This May 2011 report, now in its second edition, is designed to help
buyers:
- Assess the size of the Outsourced Call Center and BPO market in Indonesia
- Develop plans for expanding or establishing Call Center or BPO company in
Indonesia
- Understand the trends and influences in the Indonesia Contact Center market
- Understand the forecast for the number of Call Centers and Call Center
Agent Positions in Indonesia
- Leading Indonesian companies expanding their Contacts Centers in 2011 to
2015
- Understand the weakness in the market
- Forecast of spending increases on Contact Center technology to 2015
- Forecast of the number of Contact Center interactions through Social
Networking applications in Indonesia
Report Statistics
- Date Published: May 1, 2011
- Total Number of Pages: 23
- Total Number of Figures: 11
- Format: PDF by email
Table of Contents
Section 1. Opportunity Analysis.
- Industry Growth
- Contact Center Technology Spending Growth
- Outsourcing Continuing Challenges
Section 2. Trends Impacting the Indonesian Call Center Market in 2011
- Customer Satisfaction Remains the Highest Priority
- Growth in Self Service Managing Agent Development
- Growth in Social Networking Customer Interactions
- We expect a significant increase in outbound customer contact activity
Section 3. Overview of CRM and Contact Center Service Providers in Indonesia
- PT. Asia Outsourcing Services (AOS)
- PT Infomedia Nusantara (Infomedia)
- PT. Jaringan Intech
- PT VADS Indonesia
- PT. Jaring Synergi Mandiri
- PT Teleperformance Technosoft
Section 4. Metrics and Forecasts for Indonesia Call Center Market to 2015
- What Services Do Indonesian Call Centers Provide
- Contact Center Technology Spend
- Growth in Contact Center - Agent Positions
- Spending on Inbound and Outbound Technology
Table of Figures and Exhibits:
- Figure 1. Key Growth Metrics in Indonesia' s Contact Center Market
- Figure 2. Indonesia - Expected Growth in Call Center Technology
Investments, by Industry
- Figure 3. Revenue for Outsourced Call Center Services
- Figure 4. Percentage of Indonesian Companies Sample Considering
Outsourcing BPO Call Center Services
- Figure 5. Indonesian Enterprise Inhibitors to using BPO
- Figure 6. Contact Centers in Indonesia Leveraging Social Networks
- Figure 7. Service Functions of Indonesian Call Centers in 2010
- Figure 8. Call Center Technology Spending in Indonesia, 2008 - 2015
- Figure 9. Growth in Number of Call Center Seats in Indonesia, 2009 - 2015
(,000)
- Figure 10. Size of Call Centers, by Agent Positions, 2010
- Figure 11. Planned Call Center Technology Budget Increases for 2011 in
Indonesia
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