Product Type: Market Research Report
Published by: Datamonitor
Published: April 2006
Product Code: R313-15664Description Introduction
The implications of using Mexico as a contact center location of choice for Spanish-speaking Americans.
Scope
- Provides a clear indication of the threats US in Mexico face;
- Sizes the outsourced contact center market by number of outsourced agent positions in Mexico from 2005 to 2010;
- Provides strategic recommendations to outsourcers on how to capitalize on the Mexican marketplace.
Highlights
Mexico's domestic and offshore outsourced total agent positions will increase through 2010;
Overall growth in agent positions will slow through the end of the period analyzed;
The main challenges facing Mexican outsourcing include competition from lower-cost Latin American countries, rising overheads and regional saturation.
Reasons to Purchase
- Learn about how Mexico's contact center outsourcing market will grow over the next five years;
- Understand the challenges facing Mexico's contact center outsourcing market;
- See what outsourcers using the Mexican marketplace can do to profit from this market over the long term.
Table of Contents - DATAMONITOR VIEW
- CATALYST
- SUMMARY
- How Mexico's long-term growth is limited due to emerging competition
- METHODOLOGY
- ANALYSIS
- Contact center outsourcing in Mexico is projected to grow through 2010
- Why Mexico is a logical destination of choice for US customer service
- Growth of the US Hispanic market
- US Hispanic economic advancement
- US Hispanic country of origin is predominantly Mexico
- Lower business costs than in the US
- Labor arbitrage favors Mexican agents
- Property costs in Mexico fall below those of the US
- Minimal exchange rate risk strengthens Mexico's competitive positioning
- Mexico's proximity is an advantage relative to other Latin American countries
- Mexico's long-term growth is limited due to emerging competition
- Growth in regional competition
- Mexico's comparatively higher costs
- Labor
- Real Estate
- Mexico is becoming a saturated market for contact center outsourcing
- ACTIONS
- Step one: migrate to high-end US Hispanic customer care over the long term
- Step two: examine the possibility of providing domestic outsourcing services in Mexico
- Step three: work to keep costs down in Mexican operations
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Mexican outsourced APs, 2005 -2010
- Table 2: Travel time from New York City to various Latin American cities
- List of Figures
- Figure 1: Mexican outsourced APs, 2005 - 2010
- Figure 2: US Hispanic population relative to total population, 2000 & 2004
- Figure 3: US Hispanic household income, 1992 - 2004
- Figure 4: US Hispanic ancestry
- Figure 5: Outsourced agent pricing, 2005
- Figure 6: Commercial real estate rents - Selected North American cities, 2005
- Figure 7: Mexican peso versus USD, 2004 - 2006
- Figure 8: Latin American comparative urban commercial real estate
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