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南米のカスタマーケアBPO市場の2028年までの予測-地域別分析：ソリューション別、エンドユーザー別

South America Customer Care BPO Market Forecast to 2028 -Regional Analysis - by Solution and End User

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英文 107 Pages
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南米のカスタマーケアBPO市場の2028年までの予測-地域別分析：ソリューション別、エンドユーザー別
出版日: 2023年07月27日
発行: The Insight Partners
ページ情報: 英文 107 Pages
納期: 即納可能 即納可能とは
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  • 概要
  • 図表
  • 目次
概要

南米のカスタマーケアBPO市場は、2023年の12億1,099万米ドルから2028年には15億5,620万米ドルに成長すると予測されています。2023年から2028年までのCAGRは5.1%と推定されます。

南米のカスタマーケアBPO市場で、カスタマーケアサービスのアウトソーシングがもたらす大きなコストメリット

BPO分野は、営利企業、非営利団体、政府機関がサービス・プロバイダーにさまざまな業務をアウトソーシングすることで発展してきました。カスタマーケアBPOソリューションは、いくつかの点で顧客にコストメリットをもたらします。例えば、トレーニングや人材採用のコストでは、すでに熟練した人材を抱える第三者のサービス・プロバイダーにアウトソーシングを依頼するため、スタッフのトレーニングが不要となり、トレーニングや人材採用のコストが削減されます。同様に、インフラストラクチャーの節約においても、アウトソーシングする企業は、インフラに余分な費用をかけたり、施設に新しい設備を追加したりする必要がないです。BPOサービス・プロバイダーや独立請負業者は、業務を遂行するために必要な備品や設備をすべて備えています。したがって、業務コストの削減がアウトソーシングの最大のメリットとなります。アウトソーシング・サービス・プロバイダーは、提供するサービスの専門家であるため、非専門家よりもはるかに低いコストで業務を遂行できることが多いです。このように、アウトソーシングは、特に経営資源が限られている企業にとって、間接費を削減する優れた方法なのです。このように、カスタマーケア業務のアウトソーシングがもたらす大きなコストメリットは、カスタマーケアBPO市場の成長を後押ししています。

南米のカスタマーケアBPO市場概要

南米には、ブラジル、アルゼンチン、その他の南米が含まれます。この地域は、意欲的な労働力が多く、英語の習熟度がますます高まっているのが特徴です。そのため、南米はカナダや米国の企業からコールセンターのアウトソーシング先として選ばれることが多くなっています。インターネットの浸透の増加、技術の開発およびビジネスの高められたデジタル化は肯定的に地域の経済に影響を与えました。国際通信連合によると、ペルーのインターネット普及率は2021年に71％に達し、エクアドルの普及率は2023年初頭に81.3％に達しました。ダイナミックな経済シナリオにより、この地域の政府系企業、企業、消費者は最新技術を採用するようになっています。このような要因により、同地域におけるコールセンター設立の魅力は絶えず高まっています。

南米のカスタマーケアBPO市場の収益と2028年までの予測（金額）

南米のカスタマーケアBPO市場のセグメンテーション

南米のカスタマーケアBPO市場は、ソリューション、エンドユーザー、国別に区分されます。ソリューション別では、南米のカスタマーケアBPO市場はニアショア・アウトソーシング、オンショア・アウトソーシング、オフショア・アウトソーシングに区分されます。2023年には、ニアショアアウトソーシングセグメントが最大の市場シェアを記録しました。

エンドユーザー別に見ると、南米のカスタマーケアBPO市場はさらに石油・ガス、IT・通信、電力・公益、その他に区分されます。2023年には、IT＆テレコム分野が最大の市場シェアを記録しました。

国別に見ると、南米のカスタマーケアBPO市場はブラジル、アルゼンチン、その他の南米に区分されます。2023年の市場シェアはブラジルが圧倒的でした。

Alorica Inc、Comdata SpA、Concentrix Corp、Foundever Operating Corp、Teleperformance SE、Telus International Cda Inc、TTEC Holdings Inc、Webhelp Incが南米のカスタマーケアBPO市場で事業を展開する主要企業です。

目次

第1章 イントロダクション

第2章 キーポイント

第3章 調査手法

  • カバー範囲
  • 2次調査
  • 1次調査

第4章 南米カスタマーケアBPO市場情勢

  • 市場概要
  • 南米のPEST分析
  • エコシステム分析
  • 専門家の見解

第5章 南米のカスタマーケアBPO市場：主要市場力学

  • 市場促進要因
    • 顧客満足度向上に対する企業の注目度の高まり
    • カスタマーケアサービスのアウトソーシングがもたらす大きなコストメリット
  • 抑制要因
    • データセキュリティとプライバシーに関する懸念
  • 機会
    • IT・通信セクターの進歩
  • 今後の動向
    • 人工知能やクラウドコンピューティングなどの技術の出現
  • 促進要因と阻害要因の影響分析

第6章 カスタマーケアBPO市場：南米分析

  • 南米のカスタマーケアBPO市場概要

第7章 南米のカスタマーケアBPO市場分析-ソリューション別

  • 概要
  • 南米のカスタマーケアBPO市場：ソリューション別（2022年、2028年）
  • ニアショアアウトソーシング
  • オンショア・アウトソーシング
  • オフショアアウトソーシング

第8章 南米のカスタマーケアBPO市場分析：エンドユーザー別

  • 南米のカスタマーケアBPO市場：エンドユーザー別（2022年、2028年）
  • IT・通信
  • BFSI
  • 小売・eコマース
  • 製造業
  • 運輸・物流
  • ヘルスケア・製薬
  • メディア・通信
  • 自動車
  • その他

第9章 南米カスタマーケアBPO市場：国別分析

第10章 業界情勢

  • 市場イニシアティブ
  • 合併と買収

第11章 企業プロファイル

  • Comdata SpA
  • Concentrix Corp
  • Telus International Cda Inc
  • Foundever Operating Corp
  • TTEC Holdings Inc
  • Teleperformance SE
  • Webhelp Inc
  • Alorica Inc

第12章 付録

図表

List Of Tables

  • Table 1. South America Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
  • Table 2. South America Customer Care BPO Market, Revenue and Forecast To 2028 - By Country (US$ Million)
  • Table 3. Brazil Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
  • Table 4. Brazil Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
  • Table 5. Argentina Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
  • Table 6. Argentina Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
  • Table 7. Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
  • Table 8. Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028 - By End User (US$ Million)
  • Table 9. List of Abbreviation

List Of Figures

  • Figure 1. South America Customer Care BPO Market Segmentation
  • Figure 2. South America Customer Care BPO Market Segmentation - By Country
  • Figure 3. South America Customer Care BPO Market Overview
  • Figure 4. South America Customer Care BPO Market, by Solution
  • Figure 5. South America Customer Care BPO Market, by Country
  • Figure 6. SAM: PEST Analysis
  • Figure 7. Expert Opinion
  • Figure 8. South America Customer Care BPO Market Impact Analysis of Drivers and Restraints
  • Figure 9. South America Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)
  • Figure 10. South America Customer Care BPO Market Revenue Share, By Solution (2022 and 2028)
  • Figure 11. South America Nearshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
  • Figure 12. South America Onshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
  • Figure 13. South America Offshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
  • Figure 14. South America Customer Care BPO Market Revenue Share, By End User (2022 and 2028)
  • Figure 15. South America IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 16. South America BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 17. South America Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 18. South America Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 19. South America Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 20. South America Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 21. South America Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 22. South America Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 23. South America Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • Figure 24. South America: Customer Care BPO Market, by Key Country - Revenue (2022) (US$ Million)
  • Figure 25. South America Customer Care BPO Market Breakdown, by Country, 2022 & 2028 (%)
  • Figure 26. Brazil Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
  • Figure 27. Argentina Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
  • Figure 28. Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028 (US$ Million)
目次
Product Code: BMIRE00028659

The South America customer care BPO market is expected to grow from US$ 1,210.99 million in 2023 to US$ 1,556.20 million by 2028. It is estimated to grow at a CAGR of 5.1% from 2023 to 2028.

Huge Cost Benefits Conferred by Outsourcing Customer Care Services in South America Customer Care BPO Market

The BPO sector has flourished with profit businesses, nonprofit organizations, and government bodies outsourcing a range of tasks to service providers. Customer care BPO solutions confer cost benefits to customers in several ways. For instance, in training or recruiting cos, the outsourcing does not require staff training as it involves hiring third-party service providers who already have skilled workforces; this reduces training or recruiting costs. Similarly, in Infrastructure savings, companies outsourcing their processes do not need to spend extra money on infrastructure or on adding new equipment to their facilities. A BPO service provider or independent contractor has all the supplies and equipment needed to get the job done. Thus, lower cost of operations is the biggest advantage associated with outsourcing. As outsourcing service providers are specialized in the services they offer, they can often accomplish the tasks at much lower costs than non-specialists. Thus, outsourcing is an excellent way, particularly, for businesses with limited resources to reduce their overhead costs. Thus, huge cost benefits conferred by outsourcing customer care jobs bolster the customer care BPOs market growth.

South America Customer Care BPO Market Overview

SAM includes Brazil, Argentina, and the Rest of South America. This region features a highly motivated workforce and ever-increasing English language proficiency levels. Hence SAM has been increasingly chosen as an attractive destination for outsourced call centers from Canadian and US companies. Increasing internet penetration, technological developments, and heightened digitalization of businesses positively impacted the region's economies. As per International Telecommunication Union, the internet penetration rate in Peru reached 71% in 2021, while the penetration rate in Ecuador reached 81.3% in early 2023. The dynamic economic scenario has led the region's government enterprises, businesses, and consumers to adopt upcoming technologies. Such factors constantly increase the attractiveness of setting up call centers in the region.

South America Customer Care BPO market Revenue and Forecast to 2028 (US$ Million)

South America Customer Care BPO market Segmentation

The South America customer care BPO market is segmented on the basis of solution, end user, and country. On the basis of solution, the South America customer care BPO market is segmented into nearshore outsourcing, onshore outsourcing, and offshore outsourcing. The nearshore outsourcing segment registered the largest market share in 2023.

Based on end user, the South America customer care BPO market is further segmented into oil & gas, IT & telecom, power & utility, and others. The IT & telecom segment registered the largest market share in 2023.

Based on country, the South America customer care BPO market is segmented into Brazil, Argentina, and the Rest of South America. Brazil dominated the market share in 2023.

Alorica Inc, Comdata SpA, Concentrix Corp, Foundever Operating Corp, Teleperformance SE, Telus International Cda Inc, TTEC Holdings Inc, and Webhelp Inc are the leading companies operating in the South America customer care BPO market.

Reasons to Buy:

  • Save and reduce time carrying out entry-level research by identifying the growth, size, leading players, and segments in the South America customer care BPO market.
  • Highlights key business priorities in order to assist companies to realign their business strategies
  • The key findings and recommendations highlight crucial progressive industry trends in the South America customer care BPO market, thereby allowing players across the value chain to develop effective long-term strategies
  • develop/modify business expansion plans by using substantial growth offering developed and emerging markets
  • Scrutinize in-depth South America market trends and outlook coupled with the factors driving the customer care BPO market, as well as those hindering it
  • Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing, and distribution

Table Of Contents

1. Introduction

  • 1.1 Study Scope
  • 1.2 The Insight Partners Research Report Guidance
  • 1.3 Market Segmentation
    • 1.3.1 South America Customer Care BPO Market - By Solution
    • 1.3.2 South America Customer Care BPO Market - By End User
    • 1.3.3 South America Customer Care BPO Market- By Country

2. Key Takeaways

3. Research Methodology

  • 3.1 Coverage
  • 3.2 Secondary Research
  • 3.3 Primary Research

4. South America Customer Care BPO Market Landscape

  • 4.1 Market Overview
  • 4.2 South America PEST Analysis
  • 4.3 Ecosystem Analysis
  • 4.4 Expert Opinion

5. South America Customer Care BPO Market - Key Market Dynamics

  • 5.1 Market Drivers
    • 5.1.1 Rising Focus of Organizations on Ensuring Greater Customer Satisfaction
    • 5.1.2 Huge Cost Benefits Conferred by Outsourcing Customer Care Services
  • 5.2 Restraint
    • 5.2.1 Concerns Regarding Data Security and Privacy
  • 5.3 Opportunity
    • 5.3.1 Progressive IT and Telecommunications Sector
  • 5.4 Future Trend
    • 5.4.1 Emergence of Technologies such as Artificial Intelligence and Cloud Computing
  • 5.5 Impact Analysis of Drivers and Restraints

6. Customer Care BPO Market - South America Analysis

  • 6.1 South America Customer Care BPO Market Overview
  • 6.2 South America Customer Care BPO Market - Revenue and Forecast to 2028 (US$ Million)

7. South America Customer Care BPO Market Analysis - By Solution

  • 7.1 Overview
  • 7.2 South America Customer Care BPO Market, By Solution (2022 and 2028)
  • 7.3 Nearshore Outsourcing
    • 7.3.1 Overview
    • 7.3.2 Nearshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
  • 7.4 Onshore Outsourcing
    • 7.4.1 Overview
    • 7.4.2 Onshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)
  • 7.5 Offshore Outsourcing
    • 7.5.1 Overview
    • 7.5.2 Offshore Outsourcing: Customer Care BPO Market - Revenue, and Forecast to 2028 (US$ Million)

8. South America Customer Care BPO Market Analysis - By End User

  • 8.1 Overview
  • 8.2 South America Customer Care BPO Market, By End User (2022 and 2028)
  • 8.3 IT and Telecommunication
    • 8.3.1 Overview
    • 8.3.2 IT and Telecommunication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.4 BFSI
    • 8.4.1 Overview
    • 8.4.2 BFSI: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.5 Retail and E-Commerce
    • 8.5.1 Overview
    • 8.5.2 Retail and E-Commerce: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.6 Manufacturing
    • 8.6.1 Overview
    • 8.6.2 Manufacturing: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.7 Transport and Logistics
    • 8.7.1 Overview
    • 8.7.2 Transport and Logistics: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.8 Healthcare and Pharmaceutical
    • 8.8.1 Overview
    • 8.8.2 Healthcare and Pharmaceutical: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.9 Media and Communication
    • 8.9.1 Overview
    • 8.9.2 Media and Communication: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.10 Automotive
    • 8.10.1 Overview
    • 8.10.2 Automotive: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)
  • 8.11 Others
    • 8.11.1 Overview
    • 8.11.2 Others: Customer Care BPO Market- Revenue and Forecast to 2028 (US$ Million)

9. South America Customer Care BPO Market - Country Analysis

  • 9.1 Overview
    • 9.1.1 South America Customer Care BPO Market Breakdown, by Country
      • 9.1.1.1 Brazil Customer Care BPO Market, Revenue and Forecast to 2028
        • 9.1.1.1.1 Brazil Customer Care BPO Market Breakdown, By Solution
        • 9.1.1.1.2 Brazil Customer Care BPO Market Breakdown, By End User
      • 9.1.1.2 Argentina Customer Care BPO Market, Revenue and Forecast to 2028
        • 9.1.1.2.1 Argentina Customer Care BPO Market Breakdown, By Solution
        • 9.1.1.2.2 Argentina Customer Care BPO Market Breakdown, By End User
      • 9.1.1.3 Rest of SAM Customer Care BPO Market, Revenue and Forecast to 2028
        • 9.1.1.3.1 Rest of SAM Customer Care BPO Market Breakdown, By Solution
        • 9.1.1.3.2 Rest of SAM Customer Care BPO Market Breakdown, By End User

10. Industry Landscape

  • 10.1 Overview
  • 10.2 Market Initiative
  • 10.3 Merger and Acquisition

11. Company Profiles

  • 11.1 Comdata SpA
    • 11.1.1 Key Facts
    • 11.1.2 Business Description
    • 11.1.3 Products and Services
    • 11.1.4 Financial Overview
    • 11.1.5 SWOT Analysis
    • 11.1.6 Key Developments
  • 11.2 Concentrix Corp
    • 11.2.1 Key Facts
    • 11.2.2 Business Description
    • 11.2.3 Products and Services
    • 11.2.4 Financial Overview
    • 11.2.5 SWOT Analysis
    • 11.2.6 Key Developments
  • 11.3 Telus International Cda Inc
    • 11.3.1 Key Facts
    • 11.3.2 Business Description
    • 11.3.3 Products and Services
    • 11.3.4 Financial Overview
    • 11.3.5 SWOT Analysis
    • 11.3.6 Key Developments
  • 11.4 Foundever Operating Corp
    • 11.4.1 Key Facts
    • 11.4.2 Business Description
    • 11.4.3 Products and Services
    • 11.4.4 Financial Overview
    • 11.4.5 SWOT Analysis
    • 11.4.6 Key Developments
  • 11.5 TTEC Holdings Inc
    • 11.5.1 Key Facts
    • 11.5.2 Business Description
    • 11.5.3 Products and Services
    • 11.5.4 Financial Overview
    • 11.5.5 SWOT Analysis
    • 11.5.6 Key Developments
  • 11.6 Teleperformance SE
    • 11.6.1 Key Facts
    • 11.6.2 Business Description
    • 11.6.3 Products and Services
    • 11.6.4 Financial Overview
    • 11.6.5 SWOT Analysis
    • 11.6.6 Key Developments
  • 11.7 Webhelp Inc
    • 11.7.1 Key Facts
    • 11.7.2 Business Description
    • 11.7.3 Products and Services
    • 11.7.4 Financial Overview
    • 11.7.5 SWOT Analysis
    • 11.7.6 Key Developments
  • 11.8 Alorica Inc
    • 11.8.1 Key Facts
    • 11.8.2 Business Description
    • 11.8.3 Products and Services
    • 11.8.4 Financial Overview
    • 11.8.5 SWOT Analysis
    • 11.8.6 Key Developments

12. Appendix

  • 12.1 About The Insight Partners
  • 12.2 Word Index