{"id":1762,"date":"2015-08-03T12:34:00","date_gmt":"2015-08-03T12:34:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-08-03T12:34:00","modified_gmt":"2015-08-03T12:34:00","slug":"report-call-center-outsourcing-growing-in-latin-america","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/report-call-center-outsourcing-growing-in-latin-america\/","title":{"rendered":"Rapport : L'externalisation des centres d'appels en plein essor en Am\u00e9rique latine"},"content":{"rendered":"

Rapport : L'externalisation des centres d'appels en plein essor en Am\u00e9rique latine<\/h2>\n

3 ao\u00fbt 2015<\/p>\n

\n
<\/div>\n<\/div>\n

Un nouveau rapport indique que l'Am\u00e9rique centrale et les Cara\u00efbes connaissent une croissance fulgurante du march\u00e9 de l'externalisation des centres d'appels. Cela est particuli\u00e8rement vrai pour les entreprises qui s'adressent \u00e0 une client\u00e8le \u00e9trang\u00e8re plut\u00f4t qu'aux march\u00e9s nationaux.<\/p>\n

Frost & Sullivan (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>) indique que les march\u00e9s latino-am\u00e9ricains de l'externalisation des centres de contact (CCO) ont atteint un chiffre d'affaires de pr\u00e8s de $11 milliards en 2014, soit une hausse d'environ 1 % par rapport \u00e0 l'ann\u00e9e pr\u00e9c\u00e9dente. \u00c0 premi\u00e8re vue, cette croissance peut ne pas para\u00eetre particuli\u00e8rement impressionnante, mais il convient de noter que la progression du chiffre d\u2019affaires se poursuit, alors m\u00eame que les devises latino-am\u00e9ricaines s\u2019affaiblissent face au dollar am\u00e9ricain.<\/p>\n

L'une des tendances que nous avons observ\u00e9es sur le march\u00e9 des centres d'appels en g\u00e9n\u00e9ral est un regain d'int\u00e9r\u00eat pour le service client. L'\u00e9poque o\u00f9 l'on cherchait \u00e0 traiter le plus grand nombre d'appels possible, sans se soucier de leur aboutissement, est officiellement r\u00e9volue. Partout dans le monde, les centres de contact trouvent de nouveaux moyens de s'assurer qu'ils r\u00e9pondent aux attentes des clients en mati\u00e8re de service client. Nirvana<\/a>. L'un des meilleurs moyens d'atteindre ce \u00ab Nirvana \u00bb consiste \u00e0 faire en sorte que les personnes qui contactent les centres aient l'impression de s'adresser \u00e0 un op\u00e9rateur qui parle litt\u00e9ralement leur langue.<\/p>\n

Cette tendance se refl\u00e8te \u00e9galement dans la croissance du march\u00e9 latino-am\u00e9ricain des CCO, puisque Frost & Sullivan indique qu\u2019on observe une augmentation du nombre de centres d\u2019appels latino-am\u00e9ricains intervenant en tant que prestataires externalis\u00e9s pour les op\u00e9rations de centres de contact d\u2019entreprises situ\u00e9es dans un autre pays d\u2019Am\u00e9rique latine. Plus important encore, le rapport montre que les CCO et l'externalisation en g\u00e9n\u00e9ral sont aujourd'hui per\u00e7us de mani\u00e8re plus positive dans la r\u00e9gion latino-am\u00e9ricaine. Cela signifie que les entreprises de la r\u00e9gion redoublent d'efforts pour faciliter le fonctionnement des CCO dans le secteur, ce qui stimulera davantage une croissance plus rapide \u00e0 long terme.<\/p>","protected":false},"excerpt":{"rendered":"

Report: Call Center Outsourcing Growing in Latin America August 03, 2015 A new report points to Central America and the Caribbean as places that are seeing massive growth in the call center outsourcing market. This is especially true when talking about companies that are servicing foreign clients, rather than domestic markets. Frost & Sullivan (News – […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1762","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1762","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1762"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1762\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1762"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1762"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1762"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}