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Colombian and Peruvian Contact Center Outsourcing Services Markets 2010
Frost & Sullivan, May 2011
This study examines the trends in the Colombian and Peruvian contact center outsourcing services market and forecasts the market demand. It provides an extensive coverage of the services delivered in each of the local markets and those provided from these countries to others overseas. The study shows the data for outsourcing offshore services alone, thereby excluding those offshore operations performed in house. In this study, revenues have been defined as the revenues received by outsourcing companies for the provision of customer agent interaction services in Colombia and Peru.
Market overview
- Outsourced customer service is a subset within the much broader business process outsourcing (BPO) industry. It is usually defined as a business arrangement wherein a company contracts an outside supplier to perform a service rather than accomplishing it in house. Services can range from simple call handling to handling complex business processes such as technical support and customer self-service via interactive voice response (IVR) applications or the Web. Suppliers specialize in handling high volumes of inbound and outbound calls for customer care, retention, and acquisition, help desk, technical support, collections, and telemarketing/telesales for business clients. These clients hire, in most of the cases, the use of both the required technology and employee services (including managers, agents, and process expert).
- Outsourced services are purchased on an hourly, per-call, per-minute, per-position, or per-result basis. Higher-end customer care services typically involve handling of a wide range of complex queries, and they are capable of managing the entire customer lifecycle. Agents in these centers use advanced customer relationship management (CRM) technologies, and they are trained to become specialists in the products of the client account to which they are assigned. In many cases, such services consist of handling detailed inquiries, including billing, accounting, financial transactions, and technical support, as well as integrated business process.
- This study examines the trends in the Colombian and Peruvian contact center outsourcing services market and forecasts the market demand. It provides an extensive coverage of the services delivered in each of the local markets and those provided from these countries to others overseas. In this sense, offshore services are defined as those services provided to serve the foreign customers outside the country where each contact center is located. This study shows the data for outsourcing offshore services alone, thereby excluding those offshore operations performed in house. In this study, revenues have been defined as those received by outsourcing companies for the provision of customer-agent interaction services in all the countries under operation. Revenue figures also include any payment received from agent activities that lie beyond these pricing structures and are contained within outsourcer contracts. However, they do not include toll-free service revenues.
- Outsourcers from the Latin American region have started to position other BPO services apart from the wide array of inbound and outbound customer-related services already mentioned. They have usually begun by offering backoffice services (commonly providing assistance to clients through administrative and support processes). It is important to mention that the revenues generated by these services are taken into account only when considering the total revenues of each provider.
- This study segments and differentiates the contact center outsourcing services market in a number of ways.
- Among these are the following:
- - By contact center outsourcer categories
- - By industry verticals
- - By inbound and outbound services
- - By domestic and offshore services provision
- The average monthly agent salary is defined as the average net salary perceived by an agent by month in a country. The average hours per day and number of labor days per month may vary according to the country legislation. Usually, shifts are for six or eight hours, and an agent commonly works for five or six days in a week. In Argentina and Brazil, agents work in '6 by 6' shifts (six hours per day and six days per week); however, in Costa Rica, Panama, and Dominican Republic, it is more common to work between 40 and 48 hours in a week. Salaries for the internal market imply native speaking agents, while the bilingual agent salary is calculated for those agents who are able to speak a second language (mostly, English).
- Positions are defined as the number of active seats in a contact center.
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