Analysis of the Contact Center Outsourcing Services Market in Latin America

Challenging Economic Scenario Drives Offshore Services and Restrains Domestic Businesses

RELEASE DATE
26-Aug-2016

REGION
Latin America

Research Code: K0AC-01-00-00-00

SKU: IT03128-LA-MR_18922

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Description
Table of Contents
List of Figures & Charts
Request Sample

Description

The contact center outsourcing services market in Latin America (LATAM) experienced high growth in the offshore segment, whereas the domestic business was negatively affected by the regional economic crisis. While the United States consolidated as the main market for offshoring, the demand from Spain and for LATAM shore activities grew in 2015. Many service providers are diversifying their service portfolios, thus driving growth in alternative industry verticals and non-voice channels of contact. This study period is from 2014 to 2021.

Scope and Definitions

Research Objectives

Market Definitions

Industry Verticals

Telecom and Media
Banking and Financial Services (BFS)
Retail and Commercial Goods
Insurance
Government and Education
High Tech
Utilities and Energy
Healthcare
Travel and Hospitality
Industry
Other Verticals

Research Scope

Business Scope
Geographical Scope

Executive Summary

Drivers and Restraints

Market Drivers

Market Restraints

Growth Opportunities

Innovation and Transformation

Nearshoring

Omni-channel Customer Experience (CX)

Customer Experience Analytics

Industry Vertical Marketing

Revenue Forecast

Revenue Forecast by Country

Agents Forecast

Agents Forecast by Country,

Workstations Forecast

Workstations Forecast by Country

Revenue Forecast by Domestic vs Offshore

Revenue Forecast by Domestic vs Offshore Market

Revenue Forecast by Offshore Market

Offshore Revenue Forecast by Market

Nearshore Revenue by Language Used

Front Office Revenue Forecast by Channel of Contact

Tier of Competition

Revenue by Tier of Competition

Percent Revenue by Tier of Competition

Tier of Competition Segmentation

Market Share by Company

Total Contact Center Outsourcing Services Market

Nearshore Segment

Offshore from Spain Segment

LATAM Shore Segment

Market Share by Country

Total Contact Center Outsourcing Services Market

Nearshore Segment

Offshore from Spain Segment

LATAM Shore Segment

Argentina

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Brazil

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Chile

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Colombia

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Mexico

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Peru

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

CaCar

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Legal Disclaimer

List of Figures

1. Total Contact Center Outsourcing Services Market: Drivers and Restraints, LATAM, 2016–2021
2. Total Contact Center Outsourcing Services Market: Revenue Forecast by Country, LATAM, 2014–2021
3. Total Contact Center Outsourcing Services Market: Agents Forecast by Country, LATAM, 2014–2021
4. Total Contact Center Outsourcing Services Market: WKs Forecast by Country, LATAM, 2014–2021
5. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, LATAM, 2014–2021
6. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, LATAM, 2014–2021
7. Total Contact Center Outsourcing Services Market: Nearshore Revenue by Language Used, LATAM, 2014 and 2015
8. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, LATAM, 2014–2021
9. Total Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, LATAM, 2014–2021
10. Total Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, LATAM, 2014–2021
11. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition, LATAM, 2014 and 2015
12. Total Contact Center Outsourcing Services Market: Market Share by Company, LATAM, 2014 and 2015
13. Nearshore Segment: Market Share by Company, LATAM, 2014 and 2015
14. Offshore from Spain Segment: Market Share by Company, LATAM, 2014 and 2015
15. LATAM Shore Segment: Market Share by Company, LATAM, 2014 and 2015
16. Total Contact Center Outsourcing Services Market: Market Share by Country, LATAM, 2014 and 2015
17. Nearshore Segment: Market Share by Country, LATAM, 2014 and 2015
18. Offshore from Spain Segment: Market Share by Country, LATAM, 2014 and 2015
19. LATAM Shore Segment: Market Share by Country, LATAM, 2014 and 2015
20. Contact Center Outsourcing Services Market: Revenue Forecast, Argentina, 2014–2021
21. Contact Center Outsourcing Services Market: Revenue Forecast, Argentina, 2014–2021
22. Contact Center Outsourcing Services Market: Exchange Rate Used—Argentinean Peso per 1 US $, Argentina, 2014–2021
23. Contact Center Outsourcing Services Market: Agents Forecast, Argentina, 2014–2021
24. Contact Center Outsourcing Services Market: WKs Forecast, Argentina, 2014–2021
25. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Argentina, 2014–2021
26. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Argentina, 2014–2021
27. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Argentina, 2014–2021
28. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Argentina, 2014–2021
29. Contact Center Outsourcing Services Market: Market Share by Company, Argentina, 2014 and 2015
30. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Argentina, 2014 and 2015
31. Contact Center Outsourcing Services Market: Site Location of Top 25 Market Participants per Province, Argentina, 2015
32. Contact Center Outsourcing Services Market: Revenue Forecast, Brazil, 2014–2021
33. Contact Center Outsourcing Services Market: Revenue Forecast, Brazil, 2014–2021
34. Contact Center Outsourcing Services Market: Exchange Rate Used—Brazilian Real per 1 US $, Brazil, 2014–2021
35. Contact Center Outsourcing Services Market: Agents Forecast, Brazil, 2014–2021
36. Contact Center Outsourcing Services Market: WKs Forecast, Brazil, 2014–2021
37. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Brazil, 2014–2021
38. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Brazil, 2014–2021
39. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Brazil, 2014–2021
40. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Brazil, 2014–2021
41. Contact Center Outsourcing Services Market: Market Share by Company, Brazil, 2014 and 2015
42. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Brazil, 2014 and 2015
43. Contact Center Outsourcing Services Market: Site Location of Top 25 Market Participants per Province, Brazil, 2015
44. Contact Center Outsourcing Services Market: Revenue Forecast, Chile, 2014–2021
45. Contact Center Outsourcing Services Market: Revenue Forecast, Chile, 2014–2021
46. Contact Center Outsourcing Services Market: Exchange Rate Used—Chilean Peso per 1 US $, Chile, 2014–2021
47. Contact Center Outsourcing Services Market: Agents Forecast, Chile, 2014–2021
48. Contact Center Outsourcing Services Market: WKs Forecast, Chile, 2014–2021
49. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Chile, 2014–2021
50. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Chile, 2014–2021
51. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Chile, 2014–2021
52. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Chile, 2014–2021
53. Contact Center Outsourcing Services Market: Market Share by Company, Chile, 2014 and 2015
54. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Chile, 2014 and 2015
55. Contact Center Outsourcing Services Market: Site Location of Top 20 Market Participants per Province, Chile, 2015
56. Contact Center Outsourcing Services Market: Revenue Forecast, Colombia, 2014–2021
57. Contact Center Outsourcing Services Market: Revenue Forecast, Colombia, 2014–2021
58. Contact Center Outsourcing Services Market: Exchange Rate Used—Colombian Peso per 1 US $, Colombia, 2014–2021
59. Contact Center Outsourcing Services Market: Agents Forecast, Colombia, 2014–2021
60. Contact Center Outsourcing Services Market: WKs Forecast, Colombia, 2014–2021
61. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Colombia, 2014–2021
62. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Colombia, 2014–2021
63. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Colombia, 2014–2021
64. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Colombia, 2014–2021
65. Contact Center Outsourcing Services Market: Market Share by Company, Colombia, 2014 and 2015
66. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Colombia, 2014 and 2015
67. Contact Center Outsourcing Services Market: Site Location of Top 40 Market Participants per Province, Colombia, 2015
68. Contact Center Outsourcing Services Market: Revenue Forecast, Mexico, 2014–2021
69. Contact Center Outsourcing Services Market: Revenue Forecast, Mexico, 2014–2021
70. Contact Center Outsourcing Services Market: Exchange Rate Used—Mexican Peso per 1 US $, Mexico, 2014–2021
71. Contact Center Outsourcing Services Market: Agents Forecast, Mexico, 2014–2021
72. Contact Center Outsourcing Services Market: WKs Forecast, Mexico, 2014–2021
73. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Mexico, 2014–2021
74. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Mexico, 2014–2021
75. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Mexico, 2014–2021
76. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Mexico, 2014–2021
77. Contact Center Outsourcing Services Market: Market Share by Company, Mexico, 2014 and 2015
78. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Mexico, 2014 and 2015
79. Contact Center Outsourcing Services Market: Site Location of Top 30 Market Participants per Province, Mexico, 2015
80. Contact Center Outsourcing Services Market: Revenue Forecast, Peru, 2014–2021
81. Contact Center Outsourcing Services Market: Revenue Forecast, Peru, 2014–2021
82. Contact Center Outsourcing Services Market: Exchange Rate Used—Peruvian Sol per 1 US $, Peru, 2014–2021
83. Contact Center Outsourcing Services Market: Agents Forecast, Peru, 2014–2021
84. Contact Center Outsourcing Services Market: WKs Forecast, Peru, 2014–2021
85. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Peru, 2014–2021
86. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Peru, 2014–2021
87. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Peru, 2014–2021
88. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Peru, 2014–2021
89. Contact Center Outsourcing Services Market: Market Share by Company, Peru, 2014 and 2015
90. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Peru, 2014 and 2015
91. Contact Center Outsourcing Services Market: Site Location of Top 20 Market Participants per Province, Peru, 2015
92. Contact Center Outsourcing Services Market: Revenue Forecast, CaCar, 2014–2021
93. Contact Center Outsourcing Services Market: Agents Forecast, CaCar, 2014–2021
94. Contact Center Outsourcing Services Market: WKs Forecast, CaCar, 2014–2021
95. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, CaCar, 2014–2021
96. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, CaCar, 2014–2021
97. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, CaCar, 2014–2021
98. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, CaCar, 2014–2021
99. Contact Center Outsourcing Services Market: Market Share by Company, CaCar, 2014 and 2015
100. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, CaCar, 2014 and 2015
101. Contact Center Outsourcing Services Market: Site Location of Top 20 Market Participants per Province, CaCar, 2015

List of Charts

1. Total Contact Center Outsourcing Services Market: Revenue Forecast, LATAM, 2014–2021
2. Total Contact Center Outsourcing Services Market: Agents Forecast, LATAM, 2014–2021
3. Total Contact Center Outsourcing Services Market: WKs Forecast, LATAM, 2014–2021
4. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, LATAM, 2014–2021
5. Total Contact Center Outsourcing Services Market: Offshore Revenue by Market, LATAM, 2014–2021
6. Total Contact Center Outsourcing Services Market: Percent Nearshore Revenue by Language Used, LATAM, 2015
7. Total Contact Center Outsourcing Services Market: Percent Revenue Forecast by Industry Vertical, LATAM, 2014–2021
8. Total Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, LATAM, 2014–2021
9. Total Contact Center Outsourcing Services Market: Revenue by Service Function, LATAM, 2014–2021
10. Total Contact Center Outsourcing Services Market: Percent Revenue by Tier of Competition, LATAM, 2015
11. Total Contact Center Outsourcing Services Market: Market Share by Company, LATAM, 2015
12. Nearshore Segment: Market Share by Company, LATAM, 2014 and 2015
13. Nearshore Segment: Market Share by Company, LATAM, 2014 and 2015
14. Offshore from Spain* Segment: Market Share by Company, LATAM, 2014 and 2015
15. LATAM Shore* Segment: Market Share by Company, LATAM, 2014 and 2015
16. Total Contact Center Outsourcing Services Market: Market Share by Country, LATAM, 2015
17. Nearshore* Segment: Market Share by Country, LATAM, 2014 and 2015
18. Offshore from Spain* Segment: Market Share by Country, LATAM, 2014 and 2015
19. LATAM Shore* Segment: Market Share by Country, LATAM, 2014 and 2015

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Analysis of the Contact Center Outsourcing Services Market in Latin America

Description

Table of Contents

Research Objectives

Market Definitions

Industry Verticals

Research Scope

Market Drivers

Market Restraints

Innovation and Transformation

Nearshoring

Omni-channel Customer Experience (CX)

Customer Experience Analytics

Industry Vertical Marketing

Revenue Forecast by Country

Agents Forecast by Country,

Workstations Forecast by Country

Revenue Forecast by Domestic vs Offshore Market

Offshore Revenue Forecast by Market

Nearshore Revenue by Language Used

Percent Nearshore Revenue by Language Used

Revenue Forecast by Industry Vertical

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Revenue by Tier of Competition

Percent Revenue by Tier of Competition

Tier of Competition Segmentation

Total Contact Center Outsourcing Services Market

Nearshore Segment

Offshore from Spain Segment

LATAM Shore Segment

Total Contact Center Outsourcing Services Market

Nearshore Segment

Offshore from Spain Segment

LATAM Shore Segment

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition

Revenue Forecast

Agents Forecast

Workstation Forecast

Revenue Forecast by Market Served

Revenue Forecast by Industry Vertical,

Revenue Forecast by Service Function

Front Office Revenue Forecast by Channel of Contact

Market Share by Company

Revenue by Tier of Competition