Contact Center Solutions Featured Article

Mexican Contact Center Industry Shows Strong Growth

July 02, 2007

While the contact center industry has earned much attention with the trend to move operations overseas and establish outsourcing contracts with foreign providers, these moves have often been the result of the organization’s drive to reduce costs while improving customer service deliverables.
 
Although such moves have created controversy among the customer base, many of these organizations have found success in their effort to divert some of the operational cost of supporting customers. With the increase in Spanish-speaking customers in the U.S., as well as the increase in the purchasing power of this demographic, the demand has grown for contact centers that can provide Spanish-speaking agents.
 
The contact center market in Mexico has seen significant growth as a result of this increasing demand in the U.S. In fact, according to statistics from the Mexican Telemarketing Institute (IMT), this market ended 2006 with 214,000 workstations installed. This number represents an increase of 14.3 percent from 2005 and 29.5 percent of contact center workstation equipment sales in Latin America.
 
This increase in contact centers also translates into growth in the job market for Mexican residents. The nation saw n increase in the contact center industry by 21 percent in 2006 in terms of the number of employees. Some 21,000 companies employed a total of 304,600 staff members.
 
Although Mexico has seen significant growth in the contact center industry as well as the number of jobs offered, the majority of these centers are relatively small. Roughly 78 percent of contact centers in Mexico have less than 20 workstations, while only 2 percent have over 100 stations. This trend seems to mirror that of the industry around the world where a majority of centers are small, with only a small percentage of companies operating the larger centers.
 
One of the main debates for organizations considering contact center operations overseas is whether to establish their own facilities, or outsource with a local provider. According to the IMT study, there are currently 120 companies with operations in Mexico. These companies employ more than 95,000 individuals.
In 2006, the number of companies outsourcing contact center services in Mexico grew 9 percent, representing the country’s strong pull for overseas companies. Marketing Director Israel Perz noted that IMT estimates that in 2005, companies invested some US$4.5 billion in the contact center industry.

Such growth in the contact center market is also felt by those that supply the market with the equipment, software and other resources that these organizations need to conduct everyday business. This growth in demand will also help to generate job opportunities, as well as an increase in the Mexican economy.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Want to learn more about contact centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
 
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!