The new customer regulation put into place in 2008 had most of its effects felt in 2009, and the primarily change was the consolidation of the market, with large participants gaining strength and small ones reducing its revenues. Number of positions has also risen during 2009. As companies in all different verticals of the Brazilian market had specific guidelines to follow when providing customer services (as by the new law), some had to increase investments which has benefited outsourcing providers, taking advantage from a higher demand.
Frost & Sullivan evaluated that the Brazilian Contact Center Outsourcing Services Market earned revenues of $3.9 (billion) in 2009 and estimates this to reach $7.1 (billion) in 2015. The demand for efficiency has also raised, and contact centers in the market have reached a breaking point. Revenues per position are reducing every year and at the same time they need to provide higher service levels to their clients. In the given scenario, investing on new technologies seems to be the best way.
Outsourcers have started to see their participation in the outsourcing business far beyond from a cost-advantage perspective, looking to gain participation in more complex enterprise processes such as billing, accounting, financial report, hiring and recruiting, legal services, and so on. In Brazil, the local fierce competition among top two participants in the market is reducing prices and revenue generation. On that environment, one of the main challenges of the outsourcers is to transform the contact center environment from a cost-focus to a profit-focus.
"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", says Juan Gonzalez, Industry Manager for Frost & Sullivan Latin America.
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Brazilian Contact Center Outsourcing Services Market 2010 / N8B4 - 76