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  • Analysis of the Contact Center Outsourcing Services Market in Latin America
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Analysis of the Contact Center Outsourcing Services Market in Latin America

Challenging Economic Scenario Drives Offshore Services and Restrains Domestic Businesses

Frost & Sullivan
6000.0000 USD https://store.frost.com/analysis-of-the-contact-center-outsourcing-services-market-in-latin-america.html
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.

Table of Contents

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

Percent Nearshore Revenue by Language Used

Revenue Forecast by Industry Vertical

Revenue Forecast by Industry Vertical

Revenue Forecast by Service Function

Revenue Forecast by Service Function

Revenue by Channel of Contact

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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