analysis of the contact center outsourcing services market in peru
TRANSCRIPT
Analysis of the Contact Center Outsourcing
Services Market in Peru
Nearshoring to South America Will Drive Growth
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July 2014
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Study Description & Research Methodology
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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.
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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.
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Report Structure - Table of Contents
Section
Executive Summary
Total Market
• External Challenges: Drivers and Restraints
• Forecasts and Trends
The Last Word
Appendix
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Executive Summary
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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.
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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.
Mark
et
Dri
vers
M
ark
et
Restr
ain
ts
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
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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
Rev
en
ue
($
Mill
ion
)
Year
Contact Center Outsourcing Services Market: Revenue Forecast Peru, 2012–2013
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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
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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
Re
ven
ue
(%
)
Year
Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin,
Peru, 2013–2020
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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.
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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
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© 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.
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Appendix
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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
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