English Proficiency 2.0: The Growth Accelerator for Nearshore CX Management

TThis Frost & Sullivan analyst perspective presents a broad overview of Business Process Outsourcing (BPO) market demand for English proficiency for call volumes originating from the United States. It highlights the key industry trends. This market insight will provide insights into the background, trends and context for creating successful next generation contact centers in the Nearshore region.

Frost & Sullivan defines “Nearshore” in the following way: Nearshore means routing voice calls, automated responses, chat, text, email or other communications - from the United States and Canada - to delivery sites in Mexico, the Caribbean, Central America and South America.

Key market participants have long recognized client plans to accelerate sales and marketing activity in the burgeoning U.S. Hispanic market. As a result, they have strategically established a nearshore contact center presence to support both English and Spanish-language calls. Service providers and their clients cite the following high-level benefits:

•     Time zone advantages
•     Short travel distance from most major U.S. airline routes
•     Outstanding English and Spanish communication skills
•     Technical skills and competencies

Readers will gain a full understanding of the BPO Nearshore landscape, blended delivery model and why English testing and proficiency is so vital for the growth of customer experience (CX) outsourcing in the region. The author provides an explanation of the Versant testing methods, types of exams and scoring.
The author has travelled extensively throughout the region and includes his personal observations and perspectives on nearshore contact center trends.

Author: Michael DeSalles