Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
The BPO Nearshore Growth Accelerator
* Required Fields
Pay by invoice
This Frost & Sullivan Market Insight 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. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:Alorica, Callzilla, ibex, Sutherland Global Services and TeleperformanceThis study will provide insights into the background, trends and context for creating successful next generation contact centers in the Nearshore region. The author has travelled extensively throughout the region and includes his personal observations and perspectives on nearshore contact center trends. Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews and analysis. They do not necessarily reflect the views of the companies cited above. We sincerely thank these firms for their participation in this study. For the purposes of this Market Insight and future North American outsourcing studies, 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. Frost & Sullivan believes that there is increased acceptance and trust, on the part of North American companies to utilize outsourcing firms for customer care, technical support and sales. Service providers claim that companies can reduce their operating expenses by 30 to 40 percent by considering nearshore outsourcing options.BPO Client Nearshore Expansion PlansFrost & Sullivan believes that there is increased acceptance and trust, on the part of North American companies to utilize outsourcing firms for customer care, technical support and sales. Service providers claim that companies can reduce their operating expenses by 30 to 40 percent by considering nearshore outsourcing options. Clients are getting more sophisticated when it comes to the demand for English-speaking agents. That drives a level of specialization to meet the market need within certain lines of business (LOB). For example, a client might ask for agents with telecomm knowledge that have mastered the industry lingo and lexicon. Mature markets pay a higher hourly wage for this kind of expertise. If service providers are looking for sales talent, they go to markets that are more transactional and goal-oriented like Panama or Costa Rica. What About Nearshore Locations with Native English Speakers? According to online magazine Nearshore Americas, there are 12 English-speaking countries – excluding the USA and Canada – across the Caribbean and Central America, and together they offer over 6.7 million native English speakers that can be recruited for BPO and contact center work.Author: Michael DeSalles
Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day and Symposium, 2019
Infusing AI into the Retail Customer Experience
Global End-user Priorities for Customer Engagement, 2019
Why People Must be a Critical Aspect of Digital Transformation
End User Priorities in Digital Transformation, Latin America, 2019
End User Priorities in Digital Transformation, Asia-Pacific, 2019
Growth Opportunities in the North American Contact Center Market, Forecast to 2023
Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2024
Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024
End User Priorities in Digital Transformation, Europe, 2019
food waste market
wireless charging market
fuel cell market
alternative energy market
biometric authentication market
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.