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Update on the Contact Center Outsourcing Markets in Latin America, 2014 : Colombia, Mexico, and Central America & the Caribbean Drive Growth for the Region

  • December 2014
  • -
  • Frost & Sullivan
  • -
  • 48 pages

Summary

Table of Contents

Executive Summary

•The contact center outsourcing services market in Latin America is expected to attain revenue of $ x billion in 2014, driven by a solid performance of key regions such as Colombia, Central America and the Caribbean (CACAR); Mexico; and Peru.
•Frost & Sullivan estimates that this market will exhibit growth during 2015 and reach revenues of x billion.
•By geographic segment, Brazil represents nearly half of the Latin American market, while Mexico and CACAR complete the top x regions. In 2014, domestic business in Latin America is expected to reach $ x billion in revenue, representing a x % year-over-year (YoY) growth rate, yet further growth is not forecast mainly due to poor performances within the Argentinean and Brazilian markets.
•The offshoring business in Latin America is forecast to grow at a x % rate, YoY, and reach $ x billion in revenue for 2014, driven by the US market and nearshoring activities within Latin America.
•Offshoring services to the United States are expected to generate $ x billion in revenue for 2014, which represents an increase of x % compared with 2013. In 2014, this market is predicted to account for x % of the overall offshoring segment.
•Nearshoring services within Latin America are forecast to grow x % YoY and reach $ x million in revenue for 2014, while offshoring from Spain is predicted to decrease x % YoY and attain revenue of $ x million.
•The total number of workstations in 2015 is expected to reach x driven by Brazil, CACAR, Colombia, and Mexico.
•In terms of vertical markets, telecommunications and banking, financial services, and insurance (BFSI) are expected to generate more than three quarters of the market revenue. However, the healthcare, services, and utilities and energy verticals are predicted to experience the highest rate of growth compared to other verticals.
•Among services, customer care, retention, and acquisitions are forecast to account for x % of the total market, while sales, tech support and help desk, debt collections, and back office are other segments. Other business process outsourcing (BPO) services—such as logistics, finance and accounting, and consulting—are expected to grow the fastest.
•In 2014, voice-based interactions are expected to represent close to x % of the total market, as many non-voice operations have yet to be outsourced in Latin America but remain in-house.
•Social media is expected to be the fastest growing channel of contact in 2014, as many enterprises in Latin America are increasingly outsourcing the customer relationship management (CRM) interactions through social media to service providers.

Delivery and Staffing Models

Outsourcing providers in Latin America provide four distinct types of delivery centers:
•Multi-client centers: Providers lease space and serve multiple clients in each facility.
•Managed centers: Clients lease or own facilities, and providers manage sites on behalf of clients.
•Dedicated centers: Providers lease space and dedicate facilities to a single client.
•Remote/virtual agents: Providers use a distributed workforce model—agents work from remote sites, away from a traditional call center, or from their homes. The first three types are the most common throughout Latin America. The remote agents model is emerging in the region, but is not yet common among outsourcers. Staffing models include:
•Dedicated agents managing calls for a single client.
•Semi-dedicated agents managing customer interactions for a small number of noncompeting clients.
•Shared agents managing customer interactions for a large number of noncompeting clients. Dedicated agents are by far the most common staffing model in the region, but increased use is expected of other models as the market grows and matures.

Key Questions This Study Will Answer

Is the market growing and at what rate?
What is the status of contact center outsourcing services in Latin America? Is the region structured correctly to attain further growth?
What are the key growth drivers and restraints?
How will the market structure change over time? Which key competitors must be watched?
Are the services offered today meeting customer needs, or is additional development needed? Will the current services be commoditized? Will new services arise?
Which are the key offshoring markets for Latin America?

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