Report: Call Center Outsourcing Is Growing in Latin America
August 3, 2015
A new report identifies Central America and the Caribbean as regions experiencing massive growth in the call center outsourcing market. This is especially true for companies that serve foreign clients rather than domestic markets.
Frost & Sullivan (News – Alert) reports that the Latin American contact center outsourcing (CCO) markets reached revenues of nearly $11 billion in 2014, an increase of about one percent over the previous year. At first glance, that growth might not seem particularly impressive, but it should be noted that revenue growth is continuing, even as Latin American currencies are depreciating against the U.S. dollar.
One trend we have seen in the call center market as a whole is a renewed interest in customer service. The days of handling as many calls as possible, without regard for the success of those calls, are officially over. Contact centers around the world are finding new ways to ensure they are delivering customer service Nirvana. One of the best ways to achieve this Nirvana is to make sure that people who contact the centers feel as though they are talking to an operator who literally speaks their language.
This trend is also evident in the growth of the Latin American CCO market, as Frost & Sullivan reports an increase in the number of Latin American call centers serving as outsourced providers of contact center operations for companies in other Latin American countries. Most importantly, the report shows that CCOs and outsourcing in general are viewed more positively in the Latin American region these days. This means that companies in the region are working harder to make it easier for CCOs to operate in the industry, which will further spur faster growth in the long run.