News : Colombian and Peruvian Contact Center Outsourcers Focus on the Americas
Buenos Aires, Argentina, Aug. 29, 2014 -- A mix of quality and competitive costs ensured that the contact center outsourcing services markets in Colombia and Peru were among the most dynamic markets in Latin America up until last year.
Since 2013, the market has lost some of its pace as competitive pressures have intensified with the entry of many participants. To navigate the transformed landscape, contact center outsourcing service providers will have to keep up with new entrants’ world-class practices, which have elevated quality standards in both countries.
New analysis from Frost & Sullivan, Colombia and Peru Contact Center Outsourcing Services Markets 2014, finds that the Colombian market earned $1,045.6 million in 2013 and estimates this to reach $2,206.2 million in 2020. Peru’s market revenues stood at $385.4 million in 2013 and this is projected to go up to$647.3 million in 2020.
"In the Colombian contact center outsourcing services market, domestic business still accounts for more than 70 percent of the revenues. However, revenues from the offshoring segment are growing at a faster rate than those from domestic business as a result of multiple deals with the United States," said Frost & Sullivan Information & Communication Technologies Industry Analyst Sebastian Menutti. "Meanwhile, in the Peruvian market, nearshoring from South American countries such as Argentina and Chile is bringing in new business."
In 2013, Spain once again emerged as the main destination that offshored work to contact center outsourcing service providers inColombia and Peru. Nevertheless, offshoring revenues generated from Spain in 2013 decreased in Peru and suffered from a growth slowdown in Colombia, owing to the recent Spanish economic crisis.
"Consequently, several Colombian and Peruvian contact center outsourcers were forced to refocus their business models and direct their commercial efforts either to domestic businesses in the high-performing local economies or businesses in other countries likely to avail offshoring services," noted Menutti. "Prime targets for developing the offshoring segment have been South and North America, which are expected to become the dominant regions driving this segment by 2020."
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, August 29, 2014