News : Strong Performance in Several Regions Fosters Latin American Contact Center Outsourcing
Buenos Aries, Argentina, Aug. 11, 2015 -- The contact center outsourcing (CCO) services market in Latin America exhibited mild growth in 2014, mostly driven by good performance in Peru, Colombia and the Central America and Caribbean (CaCar) market. With the United States (US) consolidated as the main offshore market and CaCar mostly focused on nearshoring, the latter is proving to be the fastest-growing region within Latin America.
New analysis from Frost & Sullivan, Analysis of the Latin American Contact Center Outsourcing Services Market, finds that the market earned revenues of $10.96 billion in 2014 and estimates this to reach $15.13 billion in 2020.
"While there has been a fall in demand from Spain due to the national economic crisis, the Latam-shoring business from other Latin American countries, especially Argentina and Chile, has continued growing," said Frost & Sullivan Information & Communication Technologies Industry Analyst Sebastian Menutti. "Overall, serving other Latin American locations has become the principal offshore market for many countries in the region."
However, CCO revenues in dollar terms have taken a hit as many Latin American currencies are experiencing a strong devaluation against the US dollars. On the other hand, these Latin American countries have become much more cost-competitive for US customers.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
"CCO service providers in the region are looking forward to new opportunities in the high tech, travel and hospitality, and healthcare industries as these three segments are expected to exhibit high growth rates," noted Menutti. "While the telecom as well as banking and financial service sectors will continue to dominate revenue share, emerging verticals will be important for new business."
CCO companies across Latin America are paying more attention to customer experience, which is increasingly being perceived as a competitive differentiator in every industry. They are expected to embrace omnichannel strategies to improve the customer experience and their key performance indicators.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - First Contact
More Editorial From Frost & Sullivan
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Wednesday, August 12, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
|PT Telekomunikasi Indonesia|
Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indone...
HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and...
Recognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directo...