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Brazilian Contact Center Outsourcing Services Market 2010
Frost & Sullivan, April 2011, Pages: 60
This Frost & Sullivan research service titled Brazilian Contact Center Outsourcing Services Market 2010 provides an in-depth analysis of the market drivers and restraints, industry trends, and competitive environment in addition to the challenges and issues faced by market participants.
This study covers the state of the Brazilian Contact Center Outsourcing market, analyzing drivers and restraints for growth, market trends, demand, offshore status and local trends. Afterwards, market growth for local market segments are forecasted. In addition, an analysis of the competitive situation including vendors' market shares is performed. The competitive environment was also broken down into 4 Groups of contact center providers. The base year is 2009 with forecasts running through 2015. Further, segmentation over type of contact medium, services and vertical revenues is provided.
Market Overview
The Brazilian Contact Center Outsourcing Services Market Poised for Further Vendor Consolidation as Large Participants Gain Strength
The Brazilian contact center outsourcing services market had experienced quite an interesting year in 2009. The repercussions of the new customer regulations put into place in 2008 were felt in 2009. According to the new law, companies in all different verticals of the Brazilian market had to follow specific guidelines when providing customer services. One of the biggest impacts from the new customer service regulations in Brazil and the recent global economic crisis was the consolidation of the market, with large outsourcers growing their participation in total market revenues. “The proximity of the Government to contact centers has also opened a door for improvements in the business,” notes the analyst of this research service. “In fact, the new regulation that was signed by the President in 2008 has brought many improvements to the end-client, and has made contact centers invest more to better adapt to the new reality of customer service.” Total market revenues had reached $3,912.7 million in 2009, increasing by more than 12 percent from 2008, which is one of the highest in Latin America. Economic growth in Latin America continues to unleash new opportunities for contact center servicing, sales, and debt collection.
Contact centers in the Brazilian market are expanding the available services within their portfolio and adding increasing value to their clients through the outsourcing of various operations. From 2009 until 2015, the total Brazilian market is expected to grow at a compound annual growth rate of more than 10 percent. While most of the clients still consider outsourcing from a cost-advantage perspective, outsourcers have started to see their participation in the outsourcing business far beyond the traditional services that they used to provide, thereby looking to gain participation in more complex enterprise processes such as billing, accounting, financial report, hiring, recruiting, legal services, and so on.
Providers Must Roll Out Low-cost and High-quality Solutions to Obtain an Edge in the Market
Revenues per position are decreasing throughout Latin America, including Brazil. Contact centers have been challenged to provide high-quality services while keeping costs reasonable. The spectrum of outsourcing services is expanding in Brazil as vendors strive to balance the need for commoditization against the inevitable rise of lower-cost competition and price erosion. Investments in technology, verticals approach, and customized offers had been sufficient until now; however, new strategies need to be adopted. In Brazil, fierce competition between the top two participants in the market is reducing prices and revenue generation. Outsourcers must transform the contact center environment from a cost focused to a profit-focused one. Traditional end-user concerns over risk and loss of operational control must be addressed. Lack of organization and control in the contact center industry is another growth bottleneck.
Outsourcing companies should focus on the basics in their messages to customers. “Businesses require and expect to deal with secure and reliable partners,” says the analyst. “Providers should seek to highlight those features and capabilities of their services that address specific customer needs.” Growth strategies for vendors can be broadly categorized into activities focused on differentiating a provider through the development of unique internally driven characteristics and externally focused business development activities.
1. Executive Summary
2. Market Overview
- 2.1 Market Overview
- 2.2 Market Engineering Measurements
- 2.3 Delivery and Staffing Models
- 2.4 Market Trends
- 2.5 Industry Challenges
- 2.6 Market Drivers
- 2.7 Market Restraints
3. Market Analysis
- 3.1 Current Market Scenario
- 3.2 Market Forecasts
4. Outsourcing Services Trends in Services
- 4.1 Types of Services
5. Offshore Outsourcing
- 5.1 Brazil Offshore Market
- 5.2 Offshore Market 2009 -Main Highlights
6. Competitive Environment Competitive Structure
- 6.1 Market Share Analysis
7. About Frost & Sullivan
List of Figures
Contact Center Outsourcing Services Market: Impact of Top Industry Challenges (Brazil), 2010-2015
Contact Center Outsourcing Services Market: Market Drivers Ranked in the Order of Impact (Brazil), 2010-2015
Contact Center Outsourcing Services Market: Market Restraints Ranked in the Order of Impact (Brazil), 2010-2015
Contact Center Outsourcing Services Market: Revenue Forecasts (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Revenue Forecasts for Domestic Services (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Forecasts of Number of Outsourced Positions (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Percent of Revenues by Service Type (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Revenue Forecasts by Service Type (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Revenue Forecasts for Offshore Services (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Competitive Structure (Brazil), 2009
Contact Center Outsourcing Services Market: Percent of Revenues by Tier of Competition (Brazil), 2009
List of Charts
Contact Center Outsourcing Services Market: Market Engineering Measurements (Brazil), 2009
Contact Center Outsourcing Services Market: Revenue Forecasts (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Percent of Revenues by Origin (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Revenue Forecasts for Domestic Services (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Percent of Revenues by Provider Type (Brazil), 2009
Contact Center Outsourcing Services Market: Percent of Revenues by Major Industry Vertical (Brazil), 2009
Contact Center Outsourcing Services Market: Percent of Activities by Contact Center Medium Type (Brazil), 2009
Contact Center Outsourcing Services Market: Revenues by Automated vs. Live Agent (Brazil), 2009
Contact Center Outsourcing Services Market: Percent of Revenues by Services Provided (Brazil), 2009
Contact Center Outsourcing Services Market: Revenue Forecasts for Offshore Services (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Percent of Offshore Service Revenues by Origin (Brazil), 2009-2015
Contact Center Outsourcing Services Market: Company Market Share by Revenues (Brazil), 2009
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