Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)

Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief) published by Datamonitor in June, 2009. This report consists of 19 pages and the price starts from US $ 1895.

Introduction

Abstract

A Datamonitor analyst brief, providing insight into the Argentine contact center outsourcing sector, with an emphasis on offshore delivery potential.

Scope of this research

• An overview of Argentina' s outsourced contact center market
• Competitive factors and issues associated with outsourced contact center delivery in Argentina
• Offshore opportunities for contact center outsourcers based in Argentina.
• Strategic recommendations for Argentinean contact center outsourcers to win business and enhance margins

Research and analysis highlights

Argentina has a dynamic contact center outsourcing sector, which will grow through 2013

Competitive issues facing Argentina-based outsourcers include inflation, real estate costs and business environment

Offshore opportunities exist for outsourcers in Argentina, but winning contracts will be difficult in face of alternative delivery markets in the region

Key reasons to purchase this research

• Learn about the evolution of Argentina' s outsourced contact center sector
• Understand what the competitive issues are in Argentina' s contact center outsourcing sector
• Develop an understanding of what steps vendors need to take in Argentina, so as to enhance margins and increase offshore volumes

Table of Contents

DATAMONITOR VIEW

• CATALYST
• SUMMARY

ANALYSIS

• Market overview
  • Overall market snapshot
  • Onshore / offshore splitDatamonitor estimates that in 2009, approximately 59% of outsourced agent positions in Argentina were serving local end-users, while 41% were servicing customers abroad. These proportions are not expected to shift heavily in the coming four years, effectively remaining flat, with a slight increase in favor of offshore delivery. This has much to do with the fact that Argentina is a relatively mature contact center market, with a growing number of domestic clients that require third-party services, coupled with the fact that its promotion of offshore services has been limited, relative to other more aggressive Latin American locations.
  • Vertical trends in Argentinean contact center outsourcingArgentina' s outsourced contact center industry split is relatively diverse for a Latin American location. Among mature verticals in 2009, Datamonitor notes that the bulk of APs are found in the telco (34%) and financial services (32%) sectors, with manufacturing and retail significantly further back, at less than 10% each. By 2013, each of these sectors is projected to decline marginally on a proportionate basis, with the exception of manufacturing, which will increase slightly through the period.

• Competitive issues in Argentina' s contact center outsourcing market
  • Existing outsourced contact center industry
  • Labor availability
  • Pricing issues
  • Secondary cities

• Overall stability
• Business environment
• Offshore market opportunity
  • US Hispanic market
  • European Spanish Market
  • Other offshore markets

ACTIONS

• Profit from existing investment incentive programs
• Develop an industry-wide global marketing strategy
• Aggressively court offshore contracts
• Gradually aim for US bilingual services
• Seek regional partners for domestic offshore work

APPENDIX

• Methodology
• Further reading
• Ask the analyst
• Datamonitor consulting
• Disclaimer

TABLES

• Table: Argentinean Outsourced Contact Center Market, 2007 - 2013
• Table: Real Estate Pricing and Vacancy Rates - Selected Latin American Cities, 2008
• Table: Secondary Cities in Argentina
• Table: Transparency Rankings - Selected Latin American Countries, 2008
• Table: Business Environment Rankings - Selected Latin American Countries, 2009

FIGURES

• Figure: Argentinean Outsourced Contact Center Market, 2007 - 2013
• Figure: Argentinean Outsourced AP Domestic / Offshore Split, 2007 - 2013
• Figure: Argentinean Outsourced Contact Center Vertical Market Evolution, 2008 & 2013
• Figure: Selected Latin American Unemployment Rates and Labor Market Magnitudes, 2008
• Figure: Selected Latin American Inflation Projections, 2007 - 2012
• Figure: Location of Birth of Foreign Born US Hispanic Population, 2000

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