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Analysis of the Contact Center Outsourcing Services Market in Peru


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  • 1. Analysis of the Contact Center Outsourcing Services Market in Peru Nearshoring to South America Will Drive Growth NDB7-76 July 2014
  • 2. NDB7-76 2 Study Description & Research Methodology
  • 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. 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. 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. NDB7-76 6 Executive Summary
  • 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. 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. 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. 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. 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. 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. 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. 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. NDB7-76 15 Appendix
  • 16. NDB7-76 16 For Additional Information Sebastian Menutti Industry Analyst ICT Latin America (5411) 4772 1152 Juan Manuel Gonzalez Industry Manager ICT Latin America (5411) 4777 1555 Jose Roberto Mavignier Director ICT Latin America (5511) 30658463
  • 17. NDB7-76 17 The Frost & Sullivan Story
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