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.
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