Analysis of the Contact Center Outsourcing Services Market in Peru

Transcription

1 Analysis of the Contact Center Outsourcing Services Market in Peru Nearshoring to South America Will Drive Growth NDB7-76 July 2014

2 Study Description & Research Methodology NDB7-76 2

3 Study Description This study examines trends in the Peruvian Contact Center Outsourcing Services industry and forecasts market demand. We provide an extensive coverage of services delivered both in each, the local market and those provided from this country to others overseas. In this sense, offshore services are defined as those services provided to serve foreign customers outside the country where each contact center is located. The study only shows data for outsourcing offshore services, therefore excluding those insourced operations. In this study, revenues have been defined as the revenues received by outsourcing companies for the provision of customer-agent interaction and BPO CRM services in Peru. NDB7-76 3

4 Research Methodology Study based principally on primary research Over 20 interviews carried out utilizing extensive questionnaire. In all cases, decision makers (executives, managers, etc.) targeted. Other Steps in Research Process: Regional and local secondary sources (company reports, industry associations, statistical agencies, etc.) used for key economic & market measurements used for analysis. Extensive forecast and market share models created through research sources, expected current and future trends. NDB7-76 4

5 Report Structure - Table of Contents Section Executive Summary Total Market External Challenges: Drivers and Restraints Forecasts and Trends The Last Word Appendix NDB7-76 5

6 Executive Summary NDB7-76 6

7 Executive Summary Revenue in the Peruvian contact center outsourcing services market reached $385.4 million in 2013, a 7.8% growth from The market is expected to grow at a compound annual growth rate (CAGR) of 7.7% during Despite initial expectations about explosive growth rates in the offshoring business in Peru, domestic business still accounted for 56.0% of the revenue in Although offshore revenues are expected to grow at a faster pace, local businesses are still likely to constitute the larger portion (52.7%) of the overall revenue in Spain remained the main destination for offshoring services, accounting for 50.7% of the offshoring revenue in However, South America is expected to become the main offshore destination in 2014, as several companies from Argentina and Chile are outsourcing contact center contracts to Peru, due to the latter's more competitive offering. The total number of workstations in 2013 was 24,122, a 2.1% growth from Workstations are projected to reach in NDB7-76 7

8 Market Restraints Market Drivers Drivers and Restraints (Peru) Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Peru, years 3 4 years 5 7 years Cost-benefit equation drives Peru s competitiveness H M M Nearshoring from Latin America expected to drive growth M H H Growth of Peruvian economy expected to generate further opportunities L M M Labor pool availability in midsize cities holds room for industry growth L L M Increased competition within domestic business threatens industry s profitability margins H H H Regulatory updates may increase costs and limit sales campaigns M M M Scarce pool of highly qualified workers difficults providing servies with higher value added M M M Highly concentrated industry vertical segmentation equals more vulnerability to fluctuations L L L Impact: H High M Medium L Low Note: Drivers & restraints are ranked in order of impact. Source: Frost & Sullivan analysis. NDB7-76 8

9 Revenue ($ Million) Peruvian Contact Center Outsourcing Services Market Revenue Forecast Contact Center Outsourcing Services Market: Revenue Forecast Peru, Revenue ($ Million) Year Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. NDB7-76 9

10 Market Overview Segmentation (Peru) Percent Sales Breakdown Total Contact Center Outsourcing Services Market: Peru, 2013 Offshore Revenues 44.0% Domestic Revenues 56.0% Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. NDB

11 Revenue (%) Peru Contact Center Outsourcing Services Market Percent Revenue Forecast by Origin Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin, Peru, % 80% 60% 40% 20% 0% Offshore Revenue (%) Domestic Revenue (%) Year Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. NDB

12 Peruvian Contact Center Outsourcing Services Market Activities by Medium Type Analysis Contact Center Outsourcing Services: Percent of Activities by Contact Center Medium Type, Peru, 2013 In-person 4.6% 2.5% Voice 89.0% Social Media 1.8% Web Collaboration & Chat 0.9% SMS 1.0% Others 0.3%. *Others include social media, SMS, fax, and others. Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. NDB

13 Competitive Analysis Tier I Global Participants Group 1 (%) Tier II Regional Participants Group 2 (%) Tier II Local Participants Group 3 (%) Total for Tier II (%) Tier III Group 4 (%) Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. Group 1: Large multinational companies or United States or European-based companies. Group 2: Regional Latin America-based companies, with presence in two or more countries in the region. Group 3: Large locally-focus Latin American-based companies, with presence in only one country in the region, with revenues greater than $50 million per year. Group 4: All other small and medium Latin American-based companies with revenue streams below the target indicated above. NDB

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15 Appendix NDB

16 For Additional Information Sebastian Menutti Industry Analyst ICT Latin America (5411) Jose Roberto Mavignier Director ICT Latin America (5511) Juan Manuel Gonzalez Industry Manager ICT Latin America (5411) NDB

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