Analysis of the Colombian and Peruvian Contact Center Outsourcing Services Markets 2013

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1 Brochure More information from Analysis of the Colombian and Peruvian Contact Center Outsourcing Services Markets 2013 Description: The CRM development of Colombia and Peru The Colombian and Peruvian contact center markets witnessed strong development in Despite growth slightly decelerating from 2011, positive investment atmosphere surrounding the Colombian and Peruvian market when looking to the future persists. The key driver for this increase is the expected organic growth of major companies within the industry in both countries, plus new global contributors that landed in the Andean region in the pursuit of a regional hub. The market is expected to change its overall dependency on offshore Spanish contract incomes, as the European economic crisis will move the focus to near-shore and United States markets. Executive Summary - Market income for 2012 was xx percent higher than 2011, reaching xx million. This growth was driven by the domestic market, which witnessed a growth rate of xx percent compared to the previous year. - The compound annual growth rate (CAGR) of the contact center outsourcing services market in Colombia is likely to be xx percent from 2012 to In terms of revenue, total industry income is expected to be more than double over the examined period, reaching a total $xx million in As far as number of workstations, growth will be xx percent with the total number of positions evolving toxx in This represents an expected growth of xx percent from the base year figure. - Domestic market is still key revenue source from most of the Colombian providers, representing a xx percent of the Contact Center market. - Nonetheless, external market revenue has developed considerably, where its participation reached a xx percent in Despite a hindrance in 2012, It is expected for this trend to recover in 2013, as offshore revenue will slowly grow to a total market penetration of about xx percent in As far as revenue, the offshore market is expected to grow at a CAGR of xx percent over eight years. Domestic revenue will grow at a lower average rate of xx percent CAGR; however, it will still representxx percent of the overall market. - Regarding offshore activity, as previous years, most services are still provided to Spain. However, participation from the Latin American region will reach a xx percent at the end of the forecasted period displaying a xx percent CAGR. - The telecom vertical was once again the most significant segment for the outsourcing industry in Colombia, generating xx percent of total market revenue in Compared to previous year, this is an increase of xx percent. - As per the contact channel, xx percent of all the transactions in Colombia were conducted through voice in 2012, slightly decreasing from a xx in This shows that the market continues relying on traditional interactions instead of most recent channels as chat or social network. - In 2012, customer care support declined to a xx percent (it was xx percent in 2011), and sales interactions stabilized with xx percent increase compared to previous year. Yet, Tech support amplified its participation considerably xx percent against 2010, likewise for the next six years, debt collections calls are expected to increase, as a consequence of potential payment issues climb of regular customers from Spain or Europe. Executive Summary Peru Market - As for the last three years, the Peruvian outsourcing services market has been a prosperous scenario to invest in, when looking to the future. The market is seeking to diversifying its Spain-oriented strategy into a Latin American one. - Growth rates were of x percent in revenue for 2012, and x percent in positions. Capacity increase is related with the expansion of existing companies, plus the landing of new significant global members such as Aegis. - Presenting a CAGR of x and x percent for revenue and workstations, respectively, Peru continues showing a solid development in the region. - As per the domestic and external incomes relation, Peru still presents a considerable domestic revenue proportion, with x of the market share in However, there are projections to develop the offshore market to reach x percent in The tendency described above will be accomplished with a x percent CAGR of the offshore market within

2 the forecast period. The domestic share will still increase considerable at a x percent CAGR. - United States and Latin American businesses will lead the external growth with respective CAGRs of x percent and x percent. However, the lack of educated trained English to sustain this growth is an ongoing concern. - Telecom companies continues being the primary industry vector that the contact center outsourcing serves, representing x percent of the total market and an increase from the x percent in Revenue stream from Service call types have been stable from the previous year. In 2012, there was a x share in customer care, x percent in technical support,x in debt collections, and x percent in sales. No call type experienced a variation higher than x from year to year. - As per the activity type, back-office interactions are projected to grow higher than inbound and outbound ones. The CAGR breaks down as x percent inbound, x percent outbound, and x percent back office at the end of the forecasted period. The tendency tracks a development in enhanced business processes as financial tracking follow up, or software technical support. Contents: Executive Summary - Market Overview - Contact Center Outsourcing Services Market -- External Challenges: Drivers and Restraints -- Forecasts and Trends -- Market Share and Competitive Analysis Outsourcing Services The Last Word Appendix Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8,

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