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Nearshore is All Grown Up

  • August 2015
  • -
  • Frost & Sullivan
  • -
  • 28 pages

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Frost & Sullivan believes that there is an increased acceptance and trust in utilizing nearshore outsourcing locations for customer care. Service providers claim that companies can reduce their operating expenses by 30-40% by considering nearshore delivery options. Popular site locations for the North American call volumes include Central America, the Caribbean (Jamaica, the Dominican Republic, and Barbados) and the tip of Latin America.

Introduction
Enterprises with expansive care, billing and service/sales agents have come to understand just how important an asset the contact center has become. It is a critical conduit by which the company can grow the business, retain customers and protect the brand. Frost & Sullivan believes that there is increased acceptance and trust, on the part of North American companies, to utilize outsourcing firms for customer care, technical support and sales. Service providers claim that companies can reduce their operating expenses by 30 to 40 percent by considering nearshore outsourcing options. The purpose of this is study is to explore the “how’s’ and ‘why’s” surrounding the investment in popular nearshore destinations for North American call volumes. This would include the Caribbean (Jamaica, the Dominican Republic, Puerto Rico and
Trinidad/Barbados), Mexico, Central America and South America. Individual countries will be called out in the report.

In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:

- Alorica
- Atento
- Computer Generated Solutions (CGS)
- Concentrix
- Expert Global Services (EGS)
- Minacs
- Qualfon
- Sitel
- Sutherland Global Services
- SYKES
- Teleperformance
- TeleTech



Table Of Contents

Nearshore is All Grown Up
Contents
Introduction .3
Why Select the Nearshore Region for Customer Care Outsourcing? ..4
Service Provider Feedback on Nearshore Trends and Future Strategies: QandA .6
Nearshore Footprint Enhancement: Where and Why? QandA ....11
Emerging Nearshore Locations: The Jury is Still Out 12
Countries at-a-Glance: Fast Facts ..13
Company Profiles19
A Final Caution: Nearshore vs. Offshore ....25
Concluding Remarks26
Legal Disclaimer..27
The Frost and Sullivan Story .28

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