Analysis of the Contact Center Outsourcing
Services Market in Peru
Nearshoring to South America Will Drive Growth
NDB7-76
...
NDB7-76 2
Study Description & Research Methodology
NDB7-76 3
Study Description
• This study examines trends in the Peruvian Contact Center Outsourcing
Services industry and ...
NDB7-76 4
Research Methodology
• Over 20 interviews carried out utilizing extensive questionnaire.
• In all cases, decisio...
NDB7-76 5
Report Structure - Table of Contents
Section
Executive Summary
Total Market
• External Challenges: Drivers and R...
NDB7-76 6
Executive Summary
NDB7-76 7
Executive Summary
• Revenue in the Peruvian contact center outsourcing services market reached $385.4
million in...
NDB7-76 8
Drivers and Restraints (Peru)
Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Per...
NDB7-76 9
Peruvian Contact Center Outsourcing Services Market—
Revenue Forecast
Note: All figures are rounded. The base ye...
NDB7-76 10
Market Overview—Segmentation (Peru)
Note: All figures are rounded. The base year is 2013. Source: Frost & Sulli...
NDB7-76 11
Peru Contact Center Outsourcing Services Market—Percent
Revenue Forecast by Origin
Note: All figures are rounde...
NDB7-76 12
Voice
89.0%
In-person
4.6%
Email
2.5%
Social Media
1.8%
Web Collaboration & Chat
0.9%SMS
1.0%
Others
0.3%
Conta...
NDB7-76 13
Competitive Analysis
• Group 1: Large multinational companies or United States or European-based companies.
• G...
NDB7-76 14
Legal Disclaimer
Frost & Sullivan takes no responsibility for any incorrect information supplied to us by
manuf...
NDB7-76 15
Appendix
NDB7-76 16
For Additional Information
Sebastian Menutti
Industry Analyst
ICT Latin America
(5411) 4772 1152
Sebastian.menu...
NDB7-76 17
The Frost & Sullivan Story
NDB7-76 18
Who is Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth ...
NDB7-76 19
What Makes Us Unique
All services aligned on growth to help clients develop and implement
innovative growth str...
NDB7-76 20
TEAM Methodology
Frost & Sullivan’s proprietary TEAM Methodology ensures that clients have a complete 360 Degre...
NDB7-76 21
Our Global Footprint 40+ Offices
Scanning the Globe for Opportunities and Innovation
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Analysis of the Contact Center Outsourcing Services Market in Peru

  1. 1. Analysis of the Contact Center Outsourcing Services Market in Peru Nearshoring to South America Will Drive Growth NDB7-76 July 2014
  2. 2. NDB7-76 2 Study Description & Research Methodology
  3. 3. NDB7-76 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.
  4. 4. NDB7-76 4 Research Methodology • Over 20 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.
  5. 5. NDB7-76 5 Report Structure - Table of Contents Section Executive Summary Total Market • External Challenges: Drivers and Restraints • Forecasts and Trends The Last Word Appendix
  6. 6. NDB7-76 6 Executive Summary
  7. 7. NDB7-76 7 Executive Summary • Revenue in the Peruvian contact center outsourcing services market reached $385.4 million in 2013, a 7.8% growth from 2012. The market is expected to grow at a compound annual growth rate (CAGR) of 7.7% during 2013–2020. • Despite initial expectations about explosive growth rates in the offshoring business in Peru, domestic business still accounted for 56.0% of the revenue in 2013. 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 2020. • Spain remained the main destination for offshoring services, accounting for 50.7% of the offshoring revenue in 2013. 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 2012. Workstations are projected to reach 41.500 in 2020.
  8. 8. NDB7-76 8 Drivers and Restraints (Peru) Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Peru, 2013–2020 Impact: H High M Medium L Low Note: Drivers & restraints are ranked in order of impact. Source: Frost & Sullivan analysis. MarketDriversMarketRestraints 1–2 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
  9. 9. NDB7-76 9 Peruvian Contact Center Outsourcing Services Market— Revenue Forecast Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis. 340 345 350 355 360 365 370 375 380 385 390 2012 2013 Revenue ($ Million) 357.7 385.4 Revenue($Million) Year Contact Center Outsourcing Services Market: Revenue Forecast Peru, 2012–2013
  10. 10. NDB7-76 10 Market Overview—Segmentation (Peru) Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis. Domestic Revenues 56.0% Offshore Revenues 44.0% Percent Sales Breakdown Total Contact Center Outsourcing Services Market: Peru, 2013
  11. 11. NDB7-76 11 Peru 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 (%) 44.0 47.3 Domestic Revenue (%) 56.0 52.7 Revenue(%) Year Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin, Peru, 2013–2020
  12. 12. NDB7-76 12 Voice 89.0% In-person 4.6% Email 2.5% Social Media 1.8% Web Collaboration & Chat 0.9%SMS 1.0% Others 0.3% Contact Center Outsourcing Services: Percent of Activities by Contact Center Medium Type, Peru, 2013 Peruvian Contact Center Outsourcing Services Market Activities by Medium Type Analysis . *Others include social media, SMS, fax, and others. Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis.
  13. 13. NDB7-76 13 Competitive 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. Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan 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 (%) 70.9 20.2 0.0 20.2 8.9
  14. 14. NDB7-76 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.
  15. 15. NDB7-76 15 Appendix
  16. 16. NDB7-76 16 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 Jose Roberto Mavignier Director ICT Latin America (5511) 30658463 joseroberto.mavignier@frost.com
  17. 17. NDB7-76 17 The Frost & Sullivan Story
  18. 18. NDB7-76 18 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.
  19. 19. NDB7-76 19 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
  20. 20. NDB7-76 20 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.
  21. 21. NDB7-76 21 Our Global Footprint 40+ Offices Scanning the Globe for Opportunities and Innovation
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