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HP looks to expand call centers in Asia Pacific region

HP looks to expand call centers in Asia Pacific region

Hewlett Packard (HP) is looking at expanding its network of call centers in Asia Pacific to support its strategy of going after the small and medium business market in the region.

HP currently operates call center support centers in three countries -- China, India and Malaysia (Kuala Lumpur). The one in Malaysia caters to mainly to Southeast Asian countries.

Adrian Koch, Asia Pacific senior vice president for HP's Personal Systems Group, said HP is looking at adding more locations in its call center network.

"Definitely, the Philippines is starting to pop up as a potential call center location because of the growth of the outsourcing industry," Koch said in a briefing with journalists.

HP launched new products geared towards the SMB market, which now accounts for almost half of the company's total commercial business in terms of volume and growing faster than the enterprise market.

HP also revamped its SMB portal and introduced HP Total Care customer care service for this segment.

"The SMB landscape is changing," Koch said, noting that SMBs now make up majority of IT users in almost all Asia Pacific countries.

HP's SMB strategy is anchored on what Koch refers to as "micro vertical" industries that includes user segments such as health care and services companies. By his definition, SMBs those with 100 to 500 employees and have put up their own IT departments.

"Ideally, these are the type of companies that need to integrate with suppliers," he said. He added vendor revenues from services are even outstripping that from hardware, especially for emerging countries like India and China that have a high concentration of SMBs.

HP also runs design centers in China, India and Taiwan that designs products developed for Asian countries.

"These centers have the design capability that can fill in gaps in our product roadmaps," Koch said. "What's happening is that products designed for Asia Pacific countries are being adopted in the U.S. and Europe."


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