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Market Research Report

Brazil's Contact Center Outsourcing Services Market 2013: Contact Centers Moving Beyond Traditional Customer Service

Published by Frost & Sullivan Product code 276765
Published Content info 54 Pages
Delivery time: 1-2 business days
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Brazil's Contact Center Outsourcing Services Market 2013: Contact Centers Moving Beyond Traditional Customer Service
Published: July 17, 2013 Content info: 54 Pages
Description

Abstract

The contact center outsourcing services market in 2012 witnessed a transition in which companies, aiming to seek higher rates of profitability, began embracing new business models detached from price-sensitive offers based on voice and workstations. Participants are repositioning their brands to offer broader solutions, integrating contact center and IT solutions in a more consultative, business-processes outsourcing approach. This positioning is granting a solid, organic revenue growth and the securing of significant deals with new and existing clients, and, in turn, increasing market competition. This trend is expected to unfold, opening a promising future for the contact center outsourcing services market.

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 Brazil? 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? Which 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?
Table of Contents
Product Code: NCB3-01-00-00-00

Table of Contents

  • 1. Executive Summary
  • 2. Market Overview
  • 3. Contact Center Outsourcing Services Market
    • External Challenges: Drivers and Restraints
    • Forecasts and Trends
    • Market Share and Competitive Analysis
    • Outsourcing Services
  • 4. The Last Word (Conclusions and Implications)
  • 5. Appendix
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