This study examines the trends in the contact center outsourcing services markets in Mexico as well as Central America and the Caribbean. It forecasts market demand and provides an extensive coverage of the services delivered in each of the local markets and services supplied by these countries to overseas consumers. Furthermore, it shows the data for outsourcing offshore services alone, excluding in-house operations. Within this study, revenue is traced as it is received by outsourcing companies for the provision of customer/agent interaction services in Mexico and Central America and the Caribbean.
•The Mexican contact center outsourcing market revenue increased x.x percent in 2010, reaching $x,xxx million. •For the duration of the global crisis period (2008-2009) there was an increased focus on this domestic market, causing the number of offshore business deals to augment, enlarging the region’s penetration. •The compound annual growth rate (CAGR) of the contact center outsourcing services market in Mexico is likely to be x.x percent from 2010 to 2017. In terms of revenue, total industry income is expected to reach $x,xxx million in 2017. •As far as number of workstations, the total number of positions will evolve to the xxx,xxx mark by 2017, which suggests an overall growth of xx.x percent for the 7-year range considered in this analysis. •The domestic market will remain the key revenue source for most of the Mexican providers, except for some companies that focus exclusively on offshore markets. •In 2010, xx.x percent of the total market income came from local services, while only xx.x percent came from services to offshore markets. •It is expected that offshore penetration will keep growing during the 2011-2013 period, reaching its peak by 2013; the local domestic market has proven to be slow to rebound from the economic crisis. •In the medium to long term, the domestic market will regain strength in the Mexican Industry. This resilience is proven by its CAGR of x.x percent (compared to the x.x percent from the offshore segment during the examined period). •In regards to offshore activity, most of the services are yet to be provided to the United States. •The market shows an overall average penetration of xx percent during the forecasted time. With a CAGR of x.x percent, United States revenue will reach $xxx.x million by 2017. •The Banking, Financial Services and Insurance (BFSI) vertical was the most representative segment for the outsourcing industry in Mexico generating, for the second year in a row, more deals than the Telecom vertical. •xx.x percent of all the transactions in Mexico were conducted through voice in 2010, while it was xx.x percent in 2009. This indicates a sharp increase in the number of activities held through Web-based channels such as e-mail, chat, and social media tools. •Similar to the performance in 2009, xx.x percent of the total contacts received by Mexican outsourcers in 2010 came through live agents. •In 2010, customer care, retention, and acquisitions made up the top service type outsourced by enterprises in Mexico. Helpdesk services have witnessed an increasing demand during 2010, especially within the offshore market.
Executive Summary—Central America and the Caribbean
•There is an overall positive investment atmosphere surrounding the Central America and Caribbean outsourcing services market, which grew x.x percent from 2009. Both revenue and workstations are expected to grow at a fairly steady rate through 2017. •In terms of revenue, total industry income is expected to reach $x,xxx million in 2017, representing a xx percent increase in industry income from the base year. •As far as workstations, the total number of positions will reach xx,xxx in the final year of the forecast period, which shows an expected overall growth of xx.x percent. •Offshore revenue continues to dominate the market by a wide margin. In 2010, about xx percent of the total market income came from services provided to foreign markets. •It is expected for this trend to continue, with offshore growing significantly enough to make up for the sluggish domestic performance. The estimated offshore CAGR is x.x percent. •Within offshore activity, the United States is the region most services are provided, and this is expected to continue in the near future with a CAGR of x.x percent forecasted through 2017. •Revenue from services provided to other Latin American destinations are expected to increase, as companies are looking to diversify the markets in which they operate. This positive outlook is reflected in the largest offshore destination CAGR of xx.x percent. •The leading vertical in Central America and Caribbean for 2010 was the telecom industry. BSFI remains in second place, despite suffering a decrease in its percentage share. •Voice interaction continues to be the most important method of contact in the outsourcing services market, capturing xx.x percent of the total activity. •The most demanded outsourced service in the region during 2010 included customer care, retention and acquisitions, which maintained its share of total revenue at xx percent. •The predominant type of company within the region continues to be global participants, whose market participation and revenue are expected to continue to grow slowly.
Table Of Contents
Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market
Market Overview Total Contact Center Outsourcing Services Market â¢External Challenges: Drivers and Restraints â¢Forecasts and Trends â¢Market Share and Competitive Analysis Outsourcing Services The Last Word (Conclusions and Implications) Appendix