Product Type: Market Research Report
Published by: Datamonitor
Published: August 2006
Product Code: R313-16897Description Introduction
This brief analyzes CALA in the context of domestic and offshore outsourcing investment.
Scope- The overall state of CALAs outsourcing market with regard to demand, supply and growth;
- An analysis of Brazil's capacity for domestic and offshore contact center outsourcing;
- An overview of offshoring capabilities in Chile and Argentina;
Highlights
Market size statistics from the three major contact center outsourcing markets in CALA;
Growth rates associated with contact center outsourcing and offshoring in CALA;
Demand statistics indicating from where outsourcing demand will originate from offshore.
Reasons to Purchase- Learn how the CALA contact center industry will grow though 2010;
- Understand the evolution of contact center outsourcing in CALA from the perspective of offshore and domestic demand;
- Learn about language and commercial trends in each of these market, and how they can affect demand over the coming years.
Table of Contents - DATAMONITOR VIEW
- CATALYST
- This market outlook series provides the in-depth analysis of the various sectors 'on the ground' that investors need to be aware of, as well as trends affecting onshore demand.
- SUMMARY
- METHODOLOGY
- ANALYSIS
- Contact center outsourcing investors can derive revenues from CALA
- Domestic outsourcing growth will taper through 2010
- Offshore contact center outsourcing will drive revenue growth in CALA
- Brazil's domestic market offers outsourcers opportunities to profit
- Outsourcers should look to Argentina and Chile for bilingual customer service
- Outsourcers need to stay abreast of emerging locations in CALA and how to evaluate them
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: CALA domestic outsourced agent positions, 2005 - 2010
- Table 2: CALA offshore outsourced agent positions, 2005 - 2010
- Table 3: Selected contact center outsourcers operating in Brazil
- Table 4: Selected contact center outsourcers operating in Argentina and Chile
- Table 5: Key themes for evaluating emerging CALA offshore locations
- List of Figures
- Figure 1: CALA outsourced agent positions, 2005 - 2010
- Figure 2: CALA domestic outsourced agent positions, 2005 - 2010
- Figure 3: CALA offshore outsourced agent positions, 2005 - 2010
- Figure 4: CALA offshore AP demand, 2005 - 2010
- Figure 5: US Hispanic population growth, 2000 & 2004
- Figure 6: US Hispanic household income, 1992 - 2004
- Figure 7: Price per agent per hour, selected offshore contact center outsourcing locations
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