NewswireToday - /newswire/ -
Buenos Aires, Argentina, 2015/08/11 - New opportunities to emerge from the high tech, travel and hospitality, and healthcare segments, finds Frost & Sullivan - Frost.com.
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 (frost.com/nf21), 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,” saidFrost & 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.
“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.
Analysis of the Latin American Contact Center Outsourcing Services Market is part of the Customer Contact Growth Partnership Service program. Frost & Sullivan’s related studies include: North America Contact Center Outsourcing Market, Colombia and Peru Contact Center Outsourcing Services Markets 2014, Latin American Contact Center Systems Market 2014, and North American Hosted Contact Center Market. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.
About Frost & Sullivan
Frost & Sullivan (frost.com), 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.
Our “Growth Partnership” supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.
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?
Contact Us: Start the discussion | Join Us: Join our community | Subscribe: Newsletter on “the next big thing" | Register: Gain access to visionary innovation
Analysis of the Latin American Contact Center Outsourcing Services Market / NF21-76