Contact Center Solutions Featured Article

Analyst Group Names Colombia and Peru Rising Stars in Call Center Outsourcing

February 08, 2013

When contact centers began outsourcing, they found a lot of promises in destinations like India. The labor costs were cheaper, the workforce was educated and spoke English, and voice over IP technology eliminated technology barriers. Since that time, the Philippines has become another popular destination for outsourcing customer care. As the outsourcing industry in those two nations has escalated, so have costs, and many North American companies have found management barriers to having their calls diverted to the other side of the world. And while the Philippines offers Spanish language support, India does not.

In recent years, South and Central America and the Caribbean have become popular destinations. They offer the same low costs and educated workforces as India and the Philippines, but they are closer (“near shore”) and offer better options for Spanish-speaking customers. While every nation has a different business climate, some are more favorable to North American businesses than others.

According to new research from analyst group Frost & Sullivan (News - Alert), Colombia and Peru are two of the biggest rising star locations. Both nations are becoming key regional business hubs fueled by their economic stability, and both nations are seeing increased investments from global companies thanks to favorable government policies and young, educated workforces. This is helping to enhance the scope of the contact center outsourcing services market.

The new report, “Analysis of the Colombian and Peruvian Contact Center Outsourcing Services Markets,” found that the market in Colombia earned revenues of more than $844.9 million in 2012 and estimates this to reach $2,323.5 million in 2019 at a compound annual growth rate (CAGR) of 15.5 percent. The market in Peru earned revenues of more than $364.5 million in 2012, and is this expected to reach $924.9 million in 2019 at a CAGR of 14.2.

"The expansion of existing companies, along with the entry of global businesses, has offered growth opportunities for call center service providers who are looking to provide specialized BPO services such as financial consulting, software development and payroll administration to boost revenues," said Frost & Sullivan ICT Research Analyst Martin Ramirez in a statement announcing the report.

Frost & Sullivan notes that the escalating popularity of social media will create demand for new solutions that enable companies to interact with customers through those mediums, generating further opportunities in both countries.




Edited by Ashley Caputo

Article comments powered by Disqus

Related Contact Center Solutions Articles

Lowe's Opens New Customer Support Center

Lowe's, a home improvement company serving approximately 15 million customers in the United States, in collaboration with the State of Indiana and the City of Indianapolis is ready to open a Customer Support Center in Indianapolis. This new Customer Support Center will create up to 1,000 new jobs by 2016. [ Read More ]
07/24/2014

Contact Centers in Africa-Engaging Citizens and Engine for Economic Development

The recognition of the value of modern contact centers is a global phenomenon in terms of enabling governments to better engage and serve their citizens and as a driver of economic growth. This has been exemplified over the years by the enormous impact of the contact center business in places like the Philippines and India, and is of growing importance in Eastern Europe and the Middle East. And, now it can and should be Africa's turn according to Christopher Bell, Interactive Intelligence's Chan… [ Read More ]
07/24/2014

Interactive Intelligence INTERACTIONS 2014 Draws 2,200-Plus Attendees from 42 Countries

It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence's recently concluded INTERACTIONS 2014. [ Read More ]
07/24/2014

Aviva Augments Operations with New Vodafone Contract

When a vendor has been supplying a company for 17 years, that's no small feat, particularly in these days of rapid change and economic turmoil. But the association between Vodafone and Aviva has been going on that long itself, and is set to continue as Aviva, the global insurance firm, brings back Vodafone to set up a new array of communications services to keep the company on the leading edge of contact capability. [ Read More ]
07/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!