Analysis of the Latin American Contact Center Outsourcing Services Market

Latin America Becomes More Competitive for Nearshoring

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The contact center outsourcing services Market in Latin America exhibited mild growth, mostly driven by good performances in Central America and the Caribbean, Peru, and Colombia. Both domestic and the offshoring businesses have driven this performance, although this segment experienced the highest growth rates. The United States consolidated as the main market for offshoring, whereas the demand from Spain was negatively impacted by the national economic crisis in this country. This report will provide segmentations and forecasts regarding market size, offshoring markets, vertical industries, service function, market share, and several revenue breakdowns as well as drivers and restrains and main trends.

Table of Contents

1. Research Scope
Research Objectives
Industry Verticals
Delivery and Staffing Models
Partial List of Companies Interviewed
Americas BPS
Atento
Capgemini
Genpact
Xerox
Others
2. Executive Summary
3. Market Drivers and Restraints
Key Market Drivers
BPO services with high value-addition
Devaluation of Latin American currencies
Support of governments and private associations
Other Drivers
Key Market Restraints
shortage of bilingual workers
The challenging scenario in Brazil
Infrastructure issues in Tier II locations
Other Restraints
4. Forecast and Trends - Latin America, 2013–2020
Revenue Forecast by Country
Agents Forecast by Country
Workstations Forecast by Country
Revenue Forecast by Domestic vs Offshore Market
Offshore Revenue Forecast by Market
Revenue Forecast by Industry Vertical
Revenue Forecast by Service Function
Revenue by Channel of Contact
Market Share by Company
Atento
Grupo Contax
Teleperformance
AeC Contact Center
Almaviva
Sitel
Others
Revenue by Tier of Competition
5. Key Takeaways
6. Geographical Break
Argentina
Revenue Forecast
Agents Forecast
Workstations Forecast
Revenue Forecast by Domestic vs Offshore Market
Offshore Revenue Forecast by Market
Revenue Forecast by Industry Vertical
Revenue Forecast by Services
Revenue by Channel of Contact
Market Share by Company
Revenue by Tier of Competition
Brazil
Chile
Colombia
Mexico
Peru
CaCar
7. Legal Disclaimer


List of Figures & Charts

1. Yearly Average Currency Exchange Rates
2. Partial List of Companies Interviewed
3. Total Contact Center Outsourcing Services Market: Drivers and Restraints, Latin America, 2015–2020
4. Total Contact Center Outsourcing Services Market: Revenue Forecast by Country, Latin America, 2013–2020
5. Total Contact Center Outsourcing Services Market: Agents Forecast by Country, Latin America, 2013–2020
6. Total Contact Center Outsourcing Services Market: Workstations Forecast by Country, Latin America, 2013–2020
7. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Latin America, 2013–2020
8. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Latin America, 2013–2020
9. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Latin America, 2013–2020
10. Total Contact Center Outsourcing Services Market: Revenue Forecast by Service Function, Latin America, 2013–2020
11. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, Latin America, 2013–2020
12. Total Contact Center Outsourcing Services Market: Market Share by Company, Latin America, 2013 and 2014
13. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition, Latin America, 2013 and 2014
14. Tier of Competition Segmentation—Categories
15. Total Contact Center Outsourcing Services Market: Revenue Forecast, Argentina, 2013–2020
16. Total Contact Center Outsourcing Services Market: Agents Forecast, Argentina, 2013–2020
17. Total Contact Center Outsourcing Services Market: Workstations Forecast, Argentina, 2013–2020
18. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Argentina, 2013–2020
19. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Argentina, 2013–2020
20. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Argentina, 2013–2020
21. Total Contact Center Outsourcing Services Market: Revenue Forecast by Services, Argentina, 2013–2020
22. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, Argentina, 2013 and 2014
23. Total Contact Center Outsourcing Services Market: Market Share by Company, Argentina, 2013 and 2014
24. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition Argentina, 2013 and 2014
25. Total Contact Center Outsourcing Services Market: Revenue Forecast, Brazil, 2013–2020
26. Total Contact Center Outsourcing Services Market: Agents Forecast, Brazil, 2013–2020
27. Total Contact Center Outsourcing Services Market: Workstations Forecast, Brazil, 2013–2020
28. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Brazil, 2013–2020
29. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Brazil, 2013–2020
30. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Brazil, 2013–2020
31. Total Contact Center Outsourcing Services Market: Revenue Forecast by Services, Brazil, 2013–2020
32. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, Brazil, 2013–2020
33. Total Contact Center Outsourcing Services Market: Market Share by Company, Brazil, 2013–2020
34. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition Brazil, 2013–2020
35. Total Contact Center Outsourcing Services Market: Revenue Forecast, Chile, 2013–2020
36. Total Contact Center Outsourcing Services Market: Agents Forecast, Chile, 2013–2020
37. Total Contact Center Outsourcing Services Market: Workstations Forecast, Chile, 2013–2020
38. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Chile, 2013–2020
39. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Chile, 2013–2020
40. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Chile, 2013–2020
41. Total Contact Center Outsourcing Services Market: Revenue Forecast by Services, Chile, 2013–2020
42. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, Chile, 2013–2020
43. Total Contact Center Outsourcing Services Market: Market Share by Company, Chile, 2013–2020
44. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition Chile, 2013–2020
45. Total Contact Center Outsourcing Services Market: Revenue Forecast, Colombia, 2013–2020
46. Total Contact Center Outsourcing Services Market: Agents Forecast, Colombia, 2013–2020
47. Total Contact Center Outsourcing Services Market: Workstations Forecast, Colombia, 2013–2020
48. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Colombia, 2013–2020
49. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Colombia, 2013–2020
50. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Colombia, 2013–2020
51. Total Contact Center Outsourcing Services Market: Revenue Forecast by Services, Colombia, 2013–2020
52. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, Colombia, 2013–2020
53. Total Contact Center Outsourcing Services Market: Market Share by Company, Colombia, 2013–2020
54. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition Colombia, 2013–2020
55. Total Contact Center Outsourcing Services Market: Revenue Forecast, Mexico, 2013–2020
56. Total Contact Center Outsourcing Services Market: Agents Forecast, Mexico, 2013–2020
57. Total Contact Center Outsourcing Services Market: Workstations Forecast, Mexico, 2013–2020
58. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Mexico, 2013–2020
59. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Mexico, 2013–2020
60. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Mexico, 2013–2020
61. Total Contact Center Outsourcing Services Market: Revenue Forecast by Services, Mexico, 2013–2020
62. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, Mexico, 2013–2020
63. Total Contact Center Outsourcing Services Market: Market Share by Company, Mexico, 2013–2020
64. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition Mexico, 2013–2020
65. Total Contact Center Outsourcing Services Market: Revenue Forecast, Peru, 2013–2020
66. Total Contact Center Outsourcing Services Market: Agents Forecast, Peru, 2013–2020
67. Total Contact Center Outsourcing Services Market: Workstations Forecast, Peru, 2013–2020
68. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Peru, 2013–2020
69. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Peru, 2013–2020
70. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, Peru, 2013–2020
71. Total Contact Center Outsourcing Services Market: Revenue Forecast by Services, Peru, 2013–2020
72. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, Peru, 2013–2020
73. Total Contact Center Outsourcing Services Market: Market Share by Company, Peru, 2013–2020
74. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition Peru, 2013–2020
75. Total Contact Center Outsourcing Services Market: Revenue Forecast, CaCar, 2013–2020
76. Total Contact Center Outsourcing Services Market: Agents Forecast, CaCar, 2013–2020
77. Total Contact Center Outsourcing Services Market: Workstations Forecast, CaCar, 2013–2020
78. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, CaCar, 2013–2020
79. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, CaCar, 2013–2020
80. Total Contact Center Outsourcing Services Market: Revenue Forecast by Industry Vertical, CaCar, 2013–2020
81. Total Contact Center Outsourcing Services Market: Revenue Forecast by Services, CaCar, 2013–2020
82. Total Contact Center Outsourcing Services Market: Revenue by Channel of Contact, CaCar, 2013–2020
83. Total Contact Center Outsourcing Services Market: Market Share by Company, CaCar, 2013–2020
84. Total Contact Center Outsourcing Services Market: Revenue by Tier of Competition CaCar, 2013–2020


1. Total Contact Center Outsourcing Services Market: Revenue Forecast, Latin America, 2013–2020
2. Total Contact Center Outsourcing Services Market: Agents Forecast, Latin America, 2013–2020
3. Total Contact Center Outsourcing Services Market: Workstations Forecast, Latin America, 2013–2020
4. Total Contact Center Outsourcing Services Market: Revenue Forecast by Domestic vs Offshore Market, Latin America, 2013–2020
5. Total Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Market, Latin America, 2013–2020
6. Total Contact Center Outsourcing Services Market: Percent Revenue Forecast by Industry Vertical, Latin America, 2013–2020
7. Total Contact Center Outsourcing Services Market: Revenue by Service Function, Latin America, 2013–2020
8. Total Contact Center Outsourcing Services Market: Percent Revenue by Channel of Contact, Latin America, 2013–2020
9. Total Contact Center Outsourcing Services Market: Market Share by Company, Latin America, 2013 and 2014
10. Total Contact Center Outsourcing Services Market: Percent Revenue by Tier of Competition, Latin America, 2013 and 2014



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