Analysis of the Latin American Contact Center Outsourcing Services Market, Forecast to 2022

New Technologies and Increasing Customers´ Expectations Provide a New Window for Differentiation

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The Contact Center Outsourcing (CCO) Services Market in Latin America experienced high growth in the offshore segment, while the domestic business was negatively affected by the regional economic crisis. The United States consolidated as the main market for offshoring, while Latam-shore activities grew driven by Latin America companies looking to reduce costs while improving their customer experience.

The arisen of new technologies for customer care – such as cloud computing, analytics, speech recognition, omnichannel capabilities, digital services, intelligent IVRs, virtual agents and, more recently, artificial intelligence – is requiring stronger investments to offer full-fledge services, as well as new skills and larger expertise in managing them. And at the same time, consumers are increasingly demanding high quality and seamless experiences from their providers.

This scenario represents a unique opportunity for contact center service providers (CCSPs), since they specialize in customer experience management, are experts in the matter and can usually provide better quality of services than internal contact centers. Moreover, as the CCSPs often manage larger volumes than internal contact centers, they are able to more effectively amortize the investments in new technologies. Consequently, the most relevant competitive advantage of the CCSPs against the internal contact centers is evolving from a cost-saving standpoint, to being able to deliver a more robust customer experience services and attained higher customer satisfaction marks through best of breed technologies and enhanced processes.

Growth is expected in this market for the forthcoming years, based on a now consolidated offshore segment, as well as the recovery of the local markets. However, the rise and fall of major CCSPs will be largely determined by their ability to play a bigger role in their client´s path through the digital transformation.

Table of Contents

1. Market Definitions
2. Executive Summary
3. Drivers and Restraints
4. Market Data
5. Revenue Forecast
6. Agents Forecast
7. Workstations Forecast
8. Revenue Forecast by Domestic vs Offshore
9. Revenue Forecast by Offshore Markets
10. Revenue Forecast by Aggregated Domestic Demand
11. Revenue Forecast by Industry Vertical
12. Revenue Forecast by Service Function
13. Revenue Forecast by Channel of Contact
14. Revenue by Tier of Competition
15. Market Share by Company
16. Market Share by Country
17. Price Comparison
18. Geographical Break
19. Argentina
20. Brazil
21. Chile
22. Colombia
23. Mexico
24. Peru
25. CaCar
26. Growth Opportunities
27. Legal Disclaimer


List of Figures & Charts

1. Total Contact Center Outsourcing Services Market: Exchange Rate per 1 USD by Country, LATAM, 2015–2022
2. Total Contact Center Outsourcing Services Market: Drivers and Restraints, LATAM, 2017–2022
3. Total Contact Center Outsourcing Services Market: Revenue Forecast by Country, LATAM, 2015–2022
4. Contact Center Outsourcing Services Market: Revenue Forecast by Fulfillment Region, Aggregated Domestic Demand, LATAM, 2015–2022
5. Total Contact Center Outsourcing Services Market: Agents Forecast by Country, LATAM, 2015–2022
6. Total Contact Center Outsourcing Services Market: WKs Forecast by Country, LATAM, 2015–2022
7. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic Versus Offshore Market, LATAM, 2015–2022
8. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Offshore Market, LATAM, 2015–2022
9. Total Contact Center Outsourcing Services Market: Nearshore Revenue Forecast by Language Used, LATAM, 2015-2022
10. Total Contact Center Outsourcing Services Market: ADD Revenue Forecasts by Market, LATAM, 2015–2022
11. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, LATAM, 2015–2022
12. Total Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, LATAM, 2015–2022
13. Total Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, LATAM, 2015–2022
14. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition, LATAM, 2015 and 2016
15. Total Contact Center Outsourcing Services Market: Market Share by Company, LATAM, 2015 and 2016
16. Nearshore Segment: Market Share by Company, LATAM, 2015 and 2016
17. Offshore from Spain Segment: Market Share by Company, LATAM, 2015 and 2016
18. LATAM Shore Segment: Market Share by Company, LATAM, 2015 and 2016
19. Contact Center Outsourcing Services Market: Market Share by Company, Aggregated Domestic Demand, LATAM, 2015 and 2016
20. Total Contact Center Outsourcing Services Market: Market Share by Country, LATAM, 2015 and 2016
21. Nearshore Segment: Market Share by Country, LATAM, 2015 and 2016
22. Offshore from Spain Segment: Market Share by Country, LATAM, 2015 and 2016
23. LATAM Shore Segment: Market Share by Country, LATAM, 2015 and 2016
24. Contact Center Outsourcing Services Market: Revenue Percentage by Country, Aggregated Domestic Demand, 2015 and 2016
25. Total Contact Center Outsourcing Services Market: Average Price per Hour Comparison of Customer Care Services in English, Selected Countries, LATAM, 2016
26. Total Contact Center Outsourcing Services Market: Average Price per Hour Comparison of Customer Care Services in Spanish, Selected Countries, LATAM, 2016
27. Contact Center Outsourcing Services Market: Revenue Forecast, Argentina, 2015–2022
28. Contact Center Outsourcing Services Market: Revenue Forecast, Argentina, 2015–2022
29. Contact Center Outsourcing Services Market: Exchange Rate Used—Argentinean Peso per 1 USD, Argentina, 2015–2022
30. Contact Center Outsourcing Services Market: Agents Forecast, Argentina, 2015–2022
31. Contact Center Outsourcing Services Market: WKs Forecast, Argentina, 2015–2022
32. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Argentina, 2015–2022
33. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Argentina, 2015–2022
34. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Argentina, 2015–2022
35. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Argentina, 2015–2022
36. Contact Center Outsourcing Services Market: Market Share by Company, Argentina, 2015 and 2016
37. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Argentina, 2015 and 2016
38. Contact Center Outsourcing Services Market: Site Location of Top 25 Market Participants per Province, Argentina, 2016
39. Contact Center Outsourcing Services Market: Revenue Forecast, Brazil, 2015–2022
40. Contact Center Outsourcing Services Market: Revenue Forecast, Brazil, 2015–2022
41. Contact Center Outsourcing Services Market: Exchange Rate Used—Brazilian Real per 1 USD, Brazil, 2015–2022
42. Contact Center Outsourcing Services Market: Agents Forecast, Brazil, 2015–2022
43. Contact Center Outsourcing Services Market: WKs Forecast, Brazil, 2015–2022
44. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Brazil, 2015–2022
45. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Brazil, 2015–2022
46. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Brazil, 2015–2022
47. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Brazil, 2015–2022
48. Contact Center Outsourcing Services Market: Market Share by Company, Brazil, 2015 and 2016
49. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Brazil, 2015 and 2016
50. Contact Center Outsourcing Services Market: Site Location of Top 25 Market Participants per State, Brazil, 2016
51. Contact Center Outsourcing Services Market: Revenue Forecast, Chile, 2015–2022
52. Contact Center Outsourcing Services Market: Revenue Forecast, Chile, 2015–2022
53. Contact Center Outsourcing Services Market: Exchange Rate Used—Chilean Peso per 1 USD, Chile, 2015–2022
54. Contact Center Outsourcing Services Market: Agents Forecast, Chile, 2015–2022
55. Contact Center Outsourcing Services Market: WKs Forecast, Chile, 2015–2022
56. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Chile, 2015–2022
57. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Chile, 2015–2022
58. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Chile, 2015–2022
59. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Chile, 2015–2022
60. Contact Center Outsourcing Services Market: Market Share by Company, Chile, 2015 and 2016
61. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Chile, 2015 and 2016
62. Contact Center Outsourcing Services Market: Site Location of Top 20 Market Participants
63. per Province, Chile, 2016
64. Contact Center Outsourcing Services Market: Revenue Forecast, Colombia, 2015–2022
65. Contact Center Outsourcing Services Market: Revenue Forecast, Colombia, 2015–2022
66. Contact Center Outsourcing Services Market: Exchange Rate Used—Colombian Peso per 1 USD, Colombia, 2015–2022
67. Contact Center Outsourcing Services Market: Agents Forecast, Colombia, 2015–2022
68. Contact Center Outsourcing Services Market: WKs Forecast, Colombia, 2015–2022
69. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Colombia, 2015–2022
70. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Colombia, 2015–2022
71. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Colombia, 2015–2022
72. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Colombia, 2015–2022
73. Contact Center Outsourcing Services Market: Market Share by Company, Colombia, 2015 and 2016
74. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Colombia, 2015 and 2016
75. Contact Center Outsourcing Services Market: Site Location of Top 40 Market Participants per City, Colombia, 2016
76. Contact Center Outsourcing Services Market: Revenue Forecast, Mexico, 2015–2022
77. Contact Center Outsourcing Services Market: Revenue Forecast, Mexico, 2015–2022
78. Contact Center Outsourcing Services Market: Exchange Rate Used—Mexican Peso per 1 USD, Mexico, 2015–2022
79. Contact Center Outsourcing Services Market: Agents Forecast, Mexico, 2015–2022
80. Contact Center Outsourcing Services Market: WKs Forecast, Mexico, 2015–2022
81. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Mexico, 2015–2022
82. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Mexico, 2015–2022
83. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Mexico, 2015–2022
84. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Mexico, 2015–2022
85. Contact Center Outsourcing Services Market: Market Share by Company, Mexico, 2015 and 2016
86. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Mexico, 2015 and 2016
87. Contact Center Outsourcing Services Market: Site Location of Top 30 Market Participants per State, Mexico, 2016
88. Contact Center Outsourcing Services Market: Revenue Forecast, Peru, 2015–2022
89. Contact Center Outsourcing Services Market: Revenue Forecast, Peru, 2015–2022
90. Contact Center Outsourcing Services Market: Exchange Rate Used—Peruvian Sol per 1 USD, Peru, 2015–2022
91. Contact Center Outsourcing Services Market: Agents Forecast, Peru, 2015–2022
92. Contact Center Outsourcing Services Market: WKs Forecast, Peru, 2015–2022
93. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, Peru, 2015–2022
94. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Peru, 2015–2022
95. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Peru, 2015–2022
96. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, Peru, 2015–2022
97. Contact Center Outsourcing Services Market: Market Share by Company, Peru, 2015 and 2016
98. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Peru, 2015 and 2016
99. Contact Center Outsourcing Services Market: Site Location of Top 20 Market Participants per City, Peru, 2016
100. Contact Center Outsourcing Services Market: Revenue Forecast, CaCar, 2015–2022
101. Contact Center Outsourcing Services Market: Agents Forecast, CaCar, 2015–2022
102. Contact Center Outsourcing Services Market: WKs Forecast, CaCar, 2015–2022
103. Contact Center Outsourcing Services Market: Revenue Forecast by Market Served, CaCar, 2015–2022
104. Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, CaCar, 2015–2022
105. Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, CaCar, 2015–2022
106. Contact Center Outsourcing Services Market: Front Office Revenue Forecast by Channel of Contact, CaCar, 2015–2022
107. Contact Center Outsourcing Services Market: Market Share by Company, CaCar, 2015 and 2016
108. Contact Center Outsourcing Services Market: Revenue by Tier of Competition, CaCar, 2015 and 2016
109. Contact Center Outsourcing Services Market: Site Location of Top 40 Market Participants per Country, CaCar, 2016


1. Total Contact Center Outsourcing Services Market: Revenue Forecast, LATAM, 2015–2022
2. Contact Center Outsourcing Services Market: Revenue Forecast,s Aggregated Domestic Demand, LATAM, 2015–2022
3. Total Contact Center Outsourcing Services Market: Agents Forecast, LATAM, 2015–2022
4. Total Contact Center Outsourcing Services Market: WKs Forecast, LATAM, 2015–2022
5. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic Versus Offshore Market, LATAM, 2015–2022
6. Total Contact Center Outsourcing Services Market: Nearshore Revenue Forecast by Language Used, LATAM, 2015-2022
7. Total Contact Center Outsourcing Services Market: Aggregated Domestic Demand Revenue Forecast by Market, LATAM, 2015–2022
8. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, LATAM, 2015–2022
9. Total Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, LATAM, 2015–2022
10. Total Contact Center Outsourcing Services Market: Front Office* Revenue Forecast by Channel of Contact, LATAM, 2015–2022
11. Total Contact Center Outsourcing Services Market: Percent Revenue by Tier of Competition, LATAM, 2016
12. Total Contact Center Outsourcing Services Market: Market Share by Company, LATAM, 2016
13. Nearshore Segment: Market Share by Company, LATAM, 2016
14. Offshore from Spain Segment: Market Share by Company, LATAM, 2016
15. LATAM Shore Segment: Market Share by Company, LATAM, 2016
16. Contact Center Outsourcing Services Market: Market Share by Company, Aggregated Domestic Demand, LATAM, 2016
17. Total Contact Center Outsourcing Services Market:Market Share by Country, LATAM, 2016
18. Nearshore Segment: Market Share by Country, LATAM, 2016
19. Offshore from Spain Segment: Market Share by Country, LATAM, 2016
20. LATAM Shore Segment: Market Share by Country, LATAM, 2016
21. Contact Center Outsourcing Services Market: Revenue Percentage by Country, LATAM Domestic, 2016
22. Total Contact Center Outsourcing Services Market:Average Price per Hour Comparison of, Customer Care Services in English, Selected Countries, LATAM, 2016
23. Total Contact Center Outsourcing Services Market:Average Price per Hour Comparison of Customer Care Services in Spanish, Selected Countries, LATAM 2016



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