take a ride into the latam contact center bpo panorama: present and future
TRANSCRIPT
LATAM Contact Center - BPO Panorama
Present and Future
Sebastian Menutti, Industry Analyst
Contact Center Outsourcing
November 4th, 2014
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Today’s Presenter
• Five Years of Experience base covering the Information and Communications
Technologies (ICT) industry in Latin America.
• Business Process Outsourcing (BPO).
• Customer Relationship Management (CRM)
• Unified Communications & Collaboration (UC&C)..
• Telecommunications.
• Frequent speaker at international industry events.
Sebastian Menutti, Industry Analyst
Frost & Sullivan
Follow me on (connect via social media):
@smenutti
ar.linkedin.com/pub/dir/Sebastian/Menutti
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Agenda
• Status of the Latin American Market
• Drivers, Restrains & Challenges
• Key Trends Towards 2015
• Last Word – Recommendations & Conclusions
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The global demand for BPO-CRM services will surpass $ 65.9 billion in
2014 and a 5% growth is forecasted for 2015.
Latin America accounts for close to 14% of the global market.
Latin America in the Global Market
Source: Frost & Sullivan
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Status of the Latin American Market: Key Indicators
Expected
Growth 2015
7.2%
Workstations
522,000
2014
Revenue
$11.36 B
2014
Market Share
Top 3 Players
43.2%
2013
Offshore
24.0%
2014
Agents
739,000
2014
Source: Frost & Sullivan
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Mercado de BPO-CRM en América Latina - 2013Status of the Latin American Market: Key Indicators
Source: Frost & Sullivan. Base year 2013.
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Status of the Latin American Market: Key Indicators
Source: Frost & Sullivan. Base year 2013.
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Mercado de BPO-CRM en América Latina - 2013Status of the Latin American Market: Key Indicators
Source: Frost & Sullivan. Base year 2013.
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Status of the Latin American Market – Country Analysis
Balanced mix between domestic and
offshoring businesses.
Most dynamic market in the region. Solid momentum with U.S. Nearshoring.
Almost the entire market is focused on U.S. customers.
Several countries with different levels of maturity and different
growth paths.
Source: Frost & Sullivan
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Status of the Latin American Market – Country Analysis
Consolidated hub for nearshore services within Latin America.
Almost entirely focused on domestic
businesses.
Market’s been stable in 2013 and expects moderate
growth for 2014.
Argentina’s increased labor costs have turned the focus to the local
business.
Source: Frost & Sullivan
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Status of the Latin American Market – Country Analysis
Source: Frost & Sullivan. Base year 2013.
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Agenda
• Status of the Latin American Market
• Drivers, Restrains & Challenges
• Key Trends Towards 2015
• Last Word – Recommendations & Conclusions
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Drivers
Strong growth is expected both for domestic and offshoring businesses.
Bo
osti
ng
Facto
rs
Increasing Adoption of BPO
Private and Public Associations Support
U.S. Market: English-Speaking & Hispanic Customers
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Restrains
Latin America needs to overcome these restrain to assure growth.
Restr
icti
ng
Facto
rs
Challenging Regulatory Environment
Key Markets’ Underperformance
Shortage of Bilingual English-Speaking Workers
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Top Three Challenges in All Contact Centers
Quality
Customer Satisfaction
Reduce
Cost
#1 Challenge
#2 Challenge
#3 Challenge
Some of the Cost Related Challenges…
Cost ReductionCost Control
Cost Management
Some of the Customer Satisfaction Related Challenges…
Customer LoyaltyCustomer RetentionCustomer Service
Some of the Quality Related Challenges…
Quality ControlQuality ManagementQuality Monitoring
What are the three (3) biggest challenges in your contact center?
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Agenda
• Status of the Latin American Market
• Drivers, Restrains & Challenges
• Key Trends Towards 2015
• Last Word – Recommendations & Conclusions
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Increasing Outcome-Based Contracts
Risk Managment
Hybrid Models
Differentiated Goals
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Heavy Growth in Social Media Continues
Latin America is one of the regions in
the World that grows faster in terms of
Social Media users.
Five countries in Latin America are within the TOP 20 nations with the
greatest number of Linkedin users.
Five countries in Latin America are part of the TOP 10 nations that spend
more time in social media sites per
month.
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Omni-Canal: Una estrategia posible para mejorar la CSE
� Several Channels
� One Platform
� Same Experience
Omnichannel Approach
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• Personal data
• Preferences
• App history
• Geolocation
• Calendar
• Camera / video
• Social activity
• Alerts
• Notifications
Mobile Devices Change Customer Interactions
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� Smartphones, Laptops, Tablets, Video Rooms, Telepresence,
etc… En Latin America there will be 1.3 billion connected
devices in 2016.
� From Consumer-to-Consumer interactions to Business-to-
Consumer.
� Anyone can Plug & Play, from any device and wherever.
Video for Contact Centers
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Work at Home Agents (WAHA)
Reduce Attrition Rates
Larger Labor Pool
Cut Real State Costs
Increase Productivity
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More Cloud-Based Contact Center Apps Implementations
Hybrid
Disruptive
Strategic
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Virtual Agents
Evolution of IVR
Reduced Capex
Happy Customers
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Voice of the Customer: Learn more about your customers
� Capture and centralize information from multiple points
of contact.
� Analyze unstructured data quickly and effectively.
� Leverage the results to enhance business processes
and customer experience.
� Detect negative feelings of the customers and act on
them.
� Delivering an omni-channel experience.
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Agenda
• Status of the Latin American Market
• Drivers, Restrains & Challenges
• Key Trends Towards 2015
• Last Word – Recommendations & Conclusions
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The Last Word – Recommendations for Contact Centers
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The Last Word - The Gold Opportunity: U.S. Nearshore
2 Key Asset: Cultural Affinity
4 Need to Wipe Safety Concerns & Improve LATAM Brand
3 Work towards Bilingualism
1 Chance to Increase Share Against India & The Philippines
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January 29, 2015 – São Paulo, Brazil
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Growth Forecasts?
Competitive Structure?
Emerging Trends?
Strategic Recommendations?
Other?
Please inform us by “Rating” this presentation.
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Questions & Answers
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For Additional Information
Francesca Valente
Marketing & Corporate Communications Executive, Latin America
(54) 11 4777 5300
Sebastian Menutti
Industry Analyst
Information & Communications Technologies – Latin America
Juan Gonzalez
Industry Manager
Information & Communications Technologies – Latin America
Jose Roberto Mavignier
Director
Information & Communications Technologies – Latin America