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Latin American Contact Center Outsourcing Services Market 2009
Frost & Sullivan, Nov 2009, Pages: 97
Contact Center Service Providers Offer More Comprehensive Business Process Outsourcing Services to Capture New Markets in Latin America
The Latin American market for contact center outsourcing is a diverse one, with the level of saturation and degree of competition varying across countries. While major markets such as Brazil, Mexico, Colombia, and Argentina are reaching maturity, in terms of quality of service (QoS) and infrastructure, the competition is fierce in developing markets such as Peru and Guatemala. This intense competition is keeping market participants on their toes, causing them to reposition themselves from being mere providers of contact center customer care services to offering more complex business process outsourcing (BPO) services such as logistics and channels. “Outsourcers' improving ability to provide a fully integrated suite of end-to-end services covering the main business processes are standing them in good stead,” says the analyst of this research. “Such capabilities are crucial, as businesses are increasing the demand for value-added services and higher levels of quality interactions to achieve superior customer satisfaction.”
Providers of sophisticated services need not limit their market-expansion efforts to offering reduced costs, improving quality, and better meeting the supply demand as the potential to create new markets and reinvent their business is enormous. They have to conceive strategies to boost business revenues, enhance efficiency, and compete on the basis of quality. While all clients expect outsourcers to improve their services, some new technologies can bring high client satisfaction and aggregate value on the current offers. For example, outsourcers are considering offering speech analytics to clients to help them know how their customers perceive them. Market participants could also bring in revenue by promoting outsourcing benefits and customer success stories beyond the traditional customer care service while simultaneously transforming the contact center’s focus from cost-containment to a profit generation.
For greater revenue inflow, contact center outsourcers have to develop new ways to offer services. A good example is the virtual contact center, which can be used to popularize the ‘home-agent’ model. The result is better customer service as the agent will feel more comfortable working from home. Besides, home agents can help the company provide many social benefits by lowering polluting emissions and increasing the number of disabled employees. It also helps outsourcers to cut costs on employees' travel and total cost of ownership. This cost benefit is particularly pertinent in the current economic climate. “Economic slowdowns in Europe and North America have considerably increased the demand for local businesses in Latin America,” notes the analyst. “The market will also get a leg up with the greater acceptance of the outsourcing concept as an essential step in the business process.”
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
- Large multinational companies or U.S. or Europe-based companies
- Regional Latin America-based companies (with presence in two or more countries in the region)
- Large, locally focused Latin America-based companies (with presence in only one country in the region)
- Small and medium, Latin America-based companies
This Frost & Sullivan research service titled Latin American Contact Center Outsourcing Services Market 2009 provides market overview, market analysis, and competitive environment analysis. In this research, Frost & Sullivan's expert analysts thoroughly examine the following markets: large multinational companies or the United States or Europe-based companies; regional Latin America-based companies (with presence in two or more countries in the region); large, locally focused Latin America-based companies (with presence in only one country in the region); and small and medium Latin America-based companies.
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