Update on the CRM BPO and Contact Center Outsourcing Services Market in Brazil Moving from Contact Center to Customer Experience

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1 Update on the CRM BPO and Contact Center Outsourcing Services Market in Brazil Moving from Contact Center to Customer Experience December 2012

2 Contents Section Slide Number Executive Summary 7 Market Overview 12 Total CRM BPO and Contact Center Outsourcing Services Market - External Challenges: Drivers and Restraints 21 Forecasts and Trends 27 Market Share and Competitive Analysis 37 Outsourcing Services 46 The Last Word 53 Appendix 56 3

3 List of Figures Figure Slide Number Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Workstation Forecast, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Revenue Forecast by Origin, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Origin, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Company Market Share Analysis of Top 5 Participants, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: Competitive Structure, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: SWOT Analysis, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Tier of Competition, Brazil,

4 List of Charts Chart Total CRM BPO and Contact Center Outsourcing Services Market: Percent Sales Breakdown, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: Revenue Forecast, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Percent Offshore Revenue Forecast by Origin, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: Percent Market Share Trend, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Provider Type, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Major Industry Vertical, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Activities by Medium Type Analysis, Brazil, 2011 Slide Number

5 List of Charts (continued) Chart Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Activities by Interaction Channel Type, Brazil, 2011 Total CRM BPO and Contact Center Outsourcing Services Market: Percent Revenue Forecast by Service Type, Brazil, Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Services Provided, Brazil, 2011 Slide Number

6 Executive Summary The Brazilian CRM BPO and Contact Center Outsourcing Services Market revenue increased percent in 2011, reaching $ billion. The compound annual growth rate (CAGR) of the CRM BPO and Contact Center Outsourcing Services Market in Brazil is likely to be percent from 2011 to In terms of revenue, the total industry income is expected to reach $ billion in Regarding the number of workstations, the total number of positions will reach the mark by This suggests an overall CAGR of percent for the seven-year range considered in this analysis. The domestic market will remain the key revenue source for most Brazilian providers, except for some companies that focus exclusively on offshore Market. Source: Frost & Sullivan analysis. 8

7 Executive Summary Market Engineering Measurements Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, 2011 Market Overview Market Stage Mature Market Revenue $ B Outsourced Positions $ B Market Size for Last Year of Study Period (2011) (2011) (2018) Base Year Market Growth Rate Compound Annual Growth Rate Market Concentration % % (CAGR, ) % (% of market share held by top 3 companies) Decreasing Stable Increasing For a tabular version, click here. Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 9

8 Executive Summary Market Engineering Measurements (continued) Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, 2011 Competitor Overview Number of Competitors Number of Companies that Exited* Number of Companies that Entered* More than * (active market competitors in base year) Total Addressable Market Offshore Market Revenue (2011) Offshore Market Size for Last Year of Study Period (2011) M $ M (2011) (2018) Decreasing Stable Increasing *Companies with over 500 workstations. Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 10

9 Executive Summary CEO s Perspective 1 The domestic segment continues to drive growth in the Brazilian market. 2 Inshore business still dominates the Brazilian market. 3 Telecommunication, banking, and financials are still the most important verticals. 4 Contax, Atento, and Teleperformance continue leading the market. 5 A diversified portfolio will ensure competitiveness. Source: Frost & Sullivan analysis. 11

10 Delivery and Staffing Models Four distinct types of delivery centers are operated by outsourcing providers in Latin America: Multi-client Centers: The provider leases the space and serves multiple clients in each facility. Managed Centers: These facilities are leased or owned by the clients, and the provider manages the site on behalf of the clients. Dedicated Centers: Providers lease the space for these centers and dedicate the facility to a single client. Remote/Virtual Agents: Providers use a distributed workforce model. Agents work from remote sites, away from traditional call centers, or they work from their homes. The first three types are the most common throughout Latin America. The "remote agents model is emerging in the region; it is not very common among outsourcers yet. Source: Frost & Sullivan analysis. 17

11 Delivery and Staffing Models (continued) There are three alternate staffing models: Dedicated Agents: These agents manage calls for a single client. Semi-dedicated Agents: Manage customer interactions for a small number of non-competing clients. Shared Agents: Manage customer interactions for a large number of non-competing clients. Dedicated agents are by far the most common staffing model in the region, but some growth is expected in other models because the market is constantly growing and maturing. Source: Frost & Sullivan analysis. 18

12 Market Overview Key Questions This Study Will Answer Is the market growing, how long will it continue to grow, and at what rate? What is the status of the industry within these countries? Are they structured correctly to reach further growth? What are the key drivers and restraints for growth within Brazil? How will the structure of the market change over time? What are the key competitors to watch? Are the products/services offered today meeting customer needs, or is additional development needed? Will the current products/services be commoditized? Will new products/services arise? How will offshore services evolve in the short and medium term? Source: Frost & Sullivan analysis. 19

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