Argentina Executive Call Center Report 2007

Argentina Executive Call Center Report 2007

The 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 Buenos Aires, Cordoba and Rosario for site selection and investment. Intense focus is given to comparing these three leading cities for contact center activity. While Argentina offers a full range of IT and back office delivery, the activity in its call center voice based Business Process Outsourcing (BPO) service is a growth opportunity. The study indicates that the land of Tango is dancing to the tune of impressive agent growth and increased foreign direct investment (FDI) flows in the sector.

The country is on track to have 33,000 agents by the end of 2006, reaching a projected 41,920 by the end of 2007, reflecting a 31% annual growth rate. Eighty five percent (85%) of the market’s 40 contact centers are primarily situated in the cities of Cordoba and Buenos Aires with Rosario carrying a distant third. 60 percent of agents serve international clients with the U.S. generating most of its operators revenues followed by Spain and France. The expanding Hispanic American market now exceeding 43 million underpins sustained demand for Argentina customer care service.

Despite the renationalization of some industries (utility), labour cost increases, upward inflationary trends and a rise in the pesos to a 3 to 1 exchange rate to the U.S. dollar, the report finds that additional factors supporting the growth of the Argentina call center market include, its 130,000 plus annual computer science and engineering graduates, extensive bilingual programmes, competitive telecommunication rates and extensive coverage in key urban centers.

Vigorous competition for market share exists among large vendors such as Avaya, Genesys, Alcatel, Cisco and Siemens with Avaya securing the number one position followed by Genesys.

Corporate buyers seeking high performance local Third Party contact center vendors are introduced to Zagada’s SphaeroAlliance.com portal for effective Nearshore sourcing. A case study on the Sykes acquisition of Apex America is also presented.

 
 

I. Introduction

II. Executive Summary

III. Economic Environment

IV. Market Dynamics

V. Analysis of Cities

VI. Strategic Challenges

VII. Conclusions

VIII. Sykes Tango - BPO Acquisition Case Study

IX. Methodology

List of Figures

Figure 1. Projected 2007 Agent Growth By City

Figure 2. Percentage Share of Agents 2007

Figure 3. Cultural Domain Acquity Model™

Figure 4. Teledensity (% Share of Population)

List of Tables

Table 1. Argentina Performance Indicator

Table 2. Argentina Leading Vendors Performance

Table 3. Argentina City Assessment Index™

Table 4. Argentina City Costs Comparison

Table 5. Nearshore & Offshore Comparative

Evaluation Index