Analysis of the Contact Center Outsourcing Services Market in Latin America

Challenging Economic Scenario Drives Offshore Services and Restrains Domestic Businesses

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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

1. 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
Brazil
Mexico
Rest of LATAM
Geographical Scope
Argentina
Brazil
Chile
Colombia
Mexico
Peru
CaCar
2. Executive Summary
3. Drivers and Restraints
Market Drivers
Nearshoring will maintain its rapid growth trajectory because of LATAM's competitive strengths
LATAM CCSPs are delivering higher value services and building long-term and strategic relationships
BPO activities are supported more frequently by governments and private associations in LATAM
Market consolidation will bring greater efficiencies and best practices to LATAM
Market Restraints
A shortage of bilingual workers inhibits further nearshoring services in key countries
Self-service and automation solutions will reduce the number of human-based interactions between companies and customers
A shorter capacity than India and the Philippines constrains big deals in LATAM
Brazil has a challenging political and economic scenario
4. Growth Opportunities
Innovation and Transformation
Nearshoring
Omni-channel Customer Experience (CX)
Customer Experience Analytics
Industry Vertical Marketing
5. Revenue Forecast
Revenue Forecast by Country
6. Agents Forecast
Agents Forecast by Country,
7. Workstations Forecast
Workstations Forecast by Country
8. Revenue Forecast by Domestic vs Offshore
Revenue Forecast by Domestic vs Offshore Market
9. Revenue Forecast by Offshore Market
Offshore Revenue Forecast by Market
Nearshore Revenue by Language Used
Percent Nearshore Revenue by Language Used
10. Revenue Forecast by Industry Vertical
Revenue Forecast by Industry Vertical
11. Revenue Forecast by Service Function
Revenue Forecast by Service Function
12. Revenue by Channel of Contact
Front Office Revenue Forecast by Channel of Contact
13. Tier of Competition
Revenue by Tier of Competition
Percent Revenue by Tier of Competition
Tier of Competition Segmentation
14. Market Share by Company
Total Contact Center Outsourcing Services Market
Nearshore Segment
Offshore from Spain Segment
LATAM Shore Segment
15. Market Share by Country
Total Contact Center Outsourcing Services Market
Nearshore Segment
Offshore from Spain Segment
LATAM Shore Segment
16. 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
17. 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
18. 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
19. 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
20. 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
21. 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
22. 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
23. Legal Disclaimer


List of Figures & Charts

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


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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