© 2012 Ephor Group | 1 (800) 379-9330 | www.ephorgroup.com | 5353 W Alabama Suite 300 |

2014 Market Landscape

BPO Front Office CRM Contact Center Market Landscape

Near shore LATAM BPO findings

BPO Front Office CRM Contact Center 2013 Recap and 2014 Forecast

240 BPO scaled providers (eleven public companies)

13 M&A Acquisitions

350,500 Jobs Created

Scale and technology application significantly improve valuation multiples

“Value creation stems from the application of technology at the point of contact to achieve better operational efficiencies and customer satisfaction.”

Nearshore LATAM BPO Findings

Ephor Group has determined the total capacity utilization of the BPOs in LATAM is in the lower 25% quartile, while the English speaking capacity utilization is even less.

~20 million workers in LATAM speak English

Significant language training capacity

ESL is rapidly becoming an education standard

Nearshore LATAM BPO Findings

Significant investment in infrastructure & communications over the past 5 years

99.999% Reliability

Underutilized capacity

Significant lower cost compared to other BPO markets

Infrastructure Advantage