Frost & Sullivan: Contact Center Outsourcing Services Market in Mexico 2013

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Frost & Sullivan: Contact Center Outsourcing Services Market in Mexico 2013 Frost & Sullivan: Contact Center Outsourcing Services Market in Mexico 2013 Presentation Transcript

  • Contact Center Outsourcing Services Market in Mexico 2013 Diversifying Strategies through the Economic Slowdown NCD6-76 February 2014
  • NDB4-76 2 For Additional Information Sebastian Menutti Industry Analyst ICT Latin America (5411) 4772 1152 sebastian.menutti@frost.com Juan Manuel Gonzalez Industry Manager ICT Latin America (5411) 4777 1555 juan.gonzalez@frost.com
  • NCD6-76 3 Study Description & Research Methodology
  • NCD6-76 4 Study Description • This study examines trends in the Mexican 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 offshore operations in house. 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 Mexico.
  • NCD6-76 5 Research Methodology • Over 15 interviews carried out utilizing extensive questionnaire. • In all cases, decision makers (executives, managers, etc.) targeted. Study based principally on primary research 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.
  • NCD6-76 6 Report Structure - Table of Contents Section Executive Summary Total Market • External Challenges: Drivers and Restraints • Forecasts and Trends • Market Share and Competitive Analysis Outsourcing Services The Last Word Appendix
  • NCD6-76 7 Executive Summary
  • NCD6-76 8 Executive Summary • Revenue from the Mexican contact center outsourcing services market earned a revenue of $1.61 billion in 2013, a 7.4% year-on-year increase. • The Mexican market revenue is expected to grow at a compound annual growth rate (CAGR) of 6.9% from 2013 to 2020, to reach a revenue of $2.56 billion in 2020. • The Mexican domestic market is projected to remain the main source of revenue for most service providers in the following years, except for some companies that focus exclusively on offshore markets. In 2020, the domestic market is forecasted to account for 59.7% of the total revenue. • The United States (US) remained the main market for offshoring, representing 86.6% of the total offshoring revenue. Latin America is likely to hold second place and account for 10.6% in 2020. • The total number of workstations is expected to reach 110,520 in 2020, growing at a CAGR of 4.9%.
  • NCD6-76 9 Drivers and Restraints Contact Center Outsourcing Services Market: Drivers and Restraints, Mexico, 2014–2020 Traditional call center services are being commoditized M H H Fiscal reform is expected to increase labor costs M M M The government vertical has contracted its demand M L L The local economy experienced lower growth rates in 2013 M L L 1–2 years 3–4 years 5–7 years Regulatory updates elevate market maturity level H H H Sufficient supply of qualified bilingual human resources H H H Improved Mexican public image on security issues H M M The Hispanic market within the US offers a growing opportunity M H H Impact: H High M Medium L Low Note: Drivers & restraints are ranked in order of impact. Source: Frost & Sullivan analysis. MarketDriversMarketRestraints
  • NCD6-76 10 Mexican Contact Center Outsourcing Services Market— Revenue Forecast Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis. 0% 2% 4% 6% 8% 0 500 1,000 1,500 2,000 2,500 3,000 2013 2020 Revenue ($ Million) 1,614.1 2,562.2 Growth Rate (%) 7.4% 5.4% GrowthRate(%) Revenue($Million) Year Contact Center Outsourcing Services Market: Revenue Forecast, Mexico, 2013-2020 Revenue CAGR, 2013–2020 = 6.9%
  • NCD6-76 11 Market Overview—Segmentation (Mexico) Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis. Domestic Revenue 59.7% Offshore Revenue 40.3% Percent Sales Breakdown Total Contact Center Outsourcing Services Market: Mexico, 2013
  • NCD6-76 12 Mexican Contact Center Outsourcing Services Market— Percent Revenue Forecast by Origin Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis. 0% 20% 40% 60% 80% 100% 2013 2020 Offshore Revenue 40.3 45.0 Domestic Revenue 59.7 55.0 Revenue(%) Year Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin, Mexico, 2013-2020
  • NCD6-76 13 Mexican Contact Center Outsourcing Services Market - Services Provided Analysis Customer Care, Retention and Acquisition 41.6% Tech Support & Helpdesk 21.9% Debt Collection 13.1% Sales 12.9% Back Office 6.1% Others* 4.3% Contact Center Outsourcing Services: Percent of Revenue by Services Provided, Mexico, 2013 . * Other Services include service types such as logistics, finance & accounting, renting, human resources, and other specialist services/KPO. Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis.
  • NCD6-76 14 Legal Disclaimer Frost & Sullivan takes no responsibility for any incorrect information supplied to us by manufacturers or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers. Our customers acknowledge, when ordering or downloading, that Frost & Sullivan research services are for customers’ internal use and not for general publication or disclosure to third parties. No part of this research service may be given, lent, resold or disclosed to noncustomers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the permission of the publisher. For information regarding permission, write to: Frost & Sullivan 331 E. Evelyn Ave. Suite 100 Mountain View, CA 94041 © 2014 Frost & Sullivan. All rights reserved. This document contains highly confidential information and is the sole property of Frost & Sullivan. No part of it may be circulated, quoted, copied or otherwise reproduced without the written approval of Frost & Sullivan.
  • NCD6-76 15 Appendix
  • NCD6-76 16 The Frost & Sullivan Story
  • NCD6-76 17 Who is Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.
  • NCD6-76 18 What Makes Us Unique All services aligned on growth to help clients develop and implement innovative growth strategies Continuous monitoring of industries and their convergence, giving clients first mover advantage in emerging opportunities More than 40 global offices ensure that clients gain global perspective to mitigate risk and sustain long term growth Proprietary TEAM Methodology integrates 7 critical research perspectives to optimize growth investments Career research and case studies for the CEOs’ Growth Team to ensure growth strategy implementation at best practice levels Close collaboration with clients in developing their research-based visionary perspective to drive GIL Focused on Growth Industry Coverage Global Footprint Career Best Practices 360 Degree Perspective Visionary Innovation Partner
  • NCD6-76 19 TEAM Methodology Frost & Sullivan’s proprietary TEAM Methodology ensures that clients have a complete 360 Degree PerspectiveTM from which to drive decision making. Technical, Econometric, Application, and Market information ensures that clients have a comprehensive view of industries, markets, and technology. Technical Real-time intelligence on technology, including emerging technologies, new R&D breakthroughs, technology forecasting, impact analysis, groundbreaking research, and licensing opportunities. Econometric In-depth qualitative and quantitative research focused on timely and critical global, regional, and country-specific trends, including the political, demographic, and socioeconomic landscapes. Application Insightful strategies, networking opportunities, and best practices that can be applied for enhanced market growth; interactions between the client, peers, and Frost & Sullivan representatives that result in added value and effectiveness. Market Global and regional market analysis, including drivers and restraints, market trends, regulatory changes, competitive insights, growth forecasts, industry challenges, strategic recommendations, and end-user perspectives.
  • NCD6-76 20 Our Global Footprint 40+ Offices Scanning the Globe for Opportunities and Innovation