Brazil Executive Call Center Report 2007

Brazil Executive Call Center Report 2007

The Brazil Call Center Report offers strategic guidance and detailed decision making cost estimates and economic handlers to corporate buyers, vendors, investors and executives about how to compare and evaluate São Paulo, Rio de Janeiro, Belo Horizonte, Florianópolis and Curitiba for site selection and investment. Intense focus is given to comparing these five cities within the Sao Paolo Rio de Janeiro axis which is responsible for over 90% of contact center BPO activity in the country.

Zagada projects that the country is on track to have 350,000 agents by the end of 2007, despite a slow down in its average annual growth rate in the sector. The report indicates that while Brazil has over 1,000 call center operators, the market is highly segmented with 10 larger centers. The centers are evaluated as well as the vendor and equipment service providers. Avaya again has a commanding lead in the market with Plantronics as the leading headset provider.

Zagada finds that close to 300 of the country’s almost 2,000 universities and institutions of higher learning serve the Sao Paulo-Rio axis and graduate 1.2 million students each year. This offers a ready talent source for contact center BPO companies seeking to expand or locate in Brazil.  
 

I. Introduction
II. Executive Summary
III. Economic Environment
IV. Market Dynamics
V. Analysis of Cities
VI. Strategic Challenges
VII. Conclusions

List of Figures
• Figure 1. Projected 2007 Agent Growth By City
• Figure 2. Percentage Share of Agents 2007
• Figure 2A-2B. Brazil Vendor Market Share
• Figure 3. Cultural Domain Acquity Model™
• Figure 4. Teledensity (% Share of Population)

List of Tables
• Table 1. Brazil Performance Indicator
• Table 2. Table 2. Brazil Leading Service Provider Vendors 2006
• Table 3. Brazil City Assessment Index
• Table 4. Brazil City Costs Comparison
• Table 5. Nearshore & Offshore Comparative Evaluation Index
• Table 6. Seats Agents & Personnel Growth