Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Latin American Contact Centers Need to Embrace Automation and Service Innovation to Avoid Extinction

#contactcenterworld, @Frost_Sullivan

The Latin American contact center outsourcing services market is experiencing a slight increase despite a sluggish economy. While US demand is expected to provide sustained growth for contact center service providers (CCSPs) with Latin American facilities, new technologies and increasing client expectations provide a new avenue for CCSP differentiation. However, a lack of service diversification and English-speaking talent, increased adoption of automated solutions, and major clients improving operational efficiency and reducing call volumes to call centers are factors restraining market evolution.

Frost & Sullivan's research, Analysis of the Latin American Contact Center Outsourcing Services Market, Forecast to 2022, finds that the market earned $9.52 billion in revenues in 2016 and is expected to reach $13.48 billion in 2022, witnessing continuous development in the forthcoming years. The study examines drivers and restraints, revenues, agents, workstations, domestic versus offshore, aggregated domestic demand, industry verticals, price comparisons, service function, channel of contact, and market share by countries including Argentina, Brazil, Chile, Colombia, Mexico, Peru, and CaCar.

Key highlights of the study include:

- In terms of vertical markets, telecommunications, business and financial services generated almost 79 percent of the market revenue in past years. The travel, hospitality, insurance, healthcare, and high tech verticals are forecast to experience strong growth rates in the forthcoming years.

- Central America and the Caribbean achieved the highest rise in the region based on the strong momentum of nearshoring;

- Peru attained growth rates based on its domestic business and several offshore markets;
Colombia enjoyed good performances in the local, nearshoring, Spain and LATAM Shore segments;

- The Mexican market is expected to keep expanding in spite of the increasing uncertainty related to 2018 Presidential Elections and the NAFTA Negotiations.

"Latin American organizations are increasingly aware that they must digitally transform to remain relevant to their customers," said Customer Contact Senior Industry Analyst Sebastian Menutti. "The most relevant competitive advantage of the CCSPs against the internal contact centers is evolving from a cost-saving standpoint to being able to deliver a more robust customer experience and attain higher customer satisfaction marks through best-of-breed technologies and enhanced processes."

CCSPs should look to reposition themselves as digital transformation igniters and subject-matter experts in implementing technology to improve processes. Enterprises that lack the digital expertise should build a partner ecosystem with technology experts and system integrators that could help them in complex projects. Further strategic imperatives for CCSPs' success in LATAM include:

- Work with clients to improve automation via artificial intelligence (AI);

- Encourage clients to calculate the full value of any CRM-related investment, e.g., customer lifetime value;

- Consider leveraging virtual assistants that employ machine learning to improve over time; and

- Delivering a richer, more personalized and comprehensive customer experience, e.g., training retail staff to interact with customers using digital devices and tablets.

Analysis of the Latin American Contact Center Outsourcing Services Market, Forecast to 2022, forms part of Frost & Sullivan's Customer Contact Growth Partnership Service program subscription. 

#contactcenterworld, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent

About Frost & Sullivan:
Company LogoFrost & 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?
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Anticipate Volatility

Read today's tip or listen to it on podcast.

Published: Wednesday, December 13, 2017

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)


We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =