Contact Center Solutions Featured Article

Argentina Contact Center Market Poised for Strong Growth

July 17, 2007

In examining the global contact center industry, attention is often given to India as dominating the outsourcing market. The country offers investors and offshore corporations such benefits as a low cost skilled workforce, low overhead and progressive infrastructure designed to support growth in the market. And, despite the dominance India currently has in the contact center market, other areas around the world are rising to the competitive challenge.

Argentina is an area where focus on growing its IT and BPO activity has resulted in improved economies in the dominant cities of the Pampeana province including Buenos Aires, Cordoba and Santa Fe (Rosario). According to Zagada Institute’s report, “Argentina Executive Call Center Report 2007: Heart of Innovation and Care,” these three cities generate over 90 percent of Argentina’s contact center growth.

Buenos Aires has proven to have the highest agent density at 54 percent, compared to 28 percent and 12 percent in Cordoba and Rosario respectively. Predictions for the area’s industry have highlighted higher per-capita agent growth for Cordoba in 2007. Efforts are also being made in Rosario to better position the city’s five contact centers as an expansion location of choice for companies with existing operations in Buenos Aires and Cordoba.

The province of Tierra del Fuego garners significant interest as this area has attracted IT related factories since the 1970s. The region houses 17 IT related factories, while another 37 local and foreign electronics manufacturers have indicated plans to invest US $150 million in new operations. Although the area has strong IT factory presence, there are currently no contact center BPO companies serving international markets.

Argentina as a whole has seen tremendous growth in the contact center market over the past several years. This market alone has grown five fold since 2001 and agent density was projected to reach 33,000 in 2006 and 41,920 in 2007. Such gains would prove significant expansion in the industry as the country was home to only 6,500 agents in 2001.

The contact center market in Argentina grew at an average rate of 34 percent over a 36 month period and is expected to show a 31 percent growth rate for 2007. The projected decline in growth is based on the anticipated GDP deceleration in 2007, which could be mitigated by growth in U.S. and international contracts. At the time of this report, Argentina was home to 300 contact center operations serving the local market.
 
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.
 
 

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!