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市場調査レポート
アルゼンチンにおけるコンタクトセンターのアウトソーシング市場
Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
| 発行 |
Datamonitor |
| 出版日 |
2009年06月 |
商品コード |
94107 |
| ページ情報 |
英文 19 pages |
| 価格 |
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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
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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