Research and Markets: Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market

DUBLIN--(BUSINESS WIRE)-- Research and Markets ( has announced the addition of Frost & Sullivan's new report "Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market" to their offering.

How Has The Industry Evolved?

This study examines the trends in the contact center outsourcing services markets in Mexico as well as Central America and the Caribbean. It forecasts market demand and provides an extensive coverage of the services delivered in each of the local markets and services supplied by these countries to overseas consumers. Furthermore, it shows the data for outsourcing offshore services alone, excluding in-house operations. Within this study, revenue is traced as it is received by outsourcing companies for the provision of customer/agent interaction services in Mexico and Central America and the Caribbean.

Executive Summary:

- For the duration of the global crisis period (2008-2009) there was an increased focus on this domestic market, causing the number of offshore business deals to augment, enlarging the region's penetration.

- The domestic market will remain the key revenue source for most of the Mexican providers, except for some companies that focus exclusively on offshore markets.

- It is expected that offshore penetration will keep growing during the 2011-2013 period, reaching its peak by 2013; the local domestic market has proven to be slow to rebound from the economic crisis. In the medium to long term, the domestic market will regain strength in the Mexican Industry.

- In regards to offshore activity, most of the services are yet to be provided to the United States.

- The Banking, Financial Services and Insurance (BFSI) vertical was the most representative segment for the outsourcing industry in Mexico generating, for the second year in a row, more deals than the Telecom vertical.

- In 2010, customer care, retention, and acquisitions made up the top service type outsourced by enterprises in Mexico. Helpdesk services have witnessed an increasing demand during 2010, especially within the offshore market.

- Revenue from services provided to other Latin American destinations are expected to increase, as companies are looking to diversify the markets in which they operate.

- The leading vertical in Central America and Caribbean for 2010 was the telecom industry. BSFI remains in second place, despite suffering a decrease in its percentage share.

- The predominant type of company within the region continues to be global participants, whose market participation and revenue are expected to continue to grow slowly.

Key Topics Covered:

Executive Summary

Market Overview

Total Contact Center Outsourcing Services Market

- External Challenges: Drivers and Restraints

- Forecasts and Trends

- Market Share and Competitive Analysis

Outsourcing Services

The Last Word (Conclusions and Implications)


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Source: Frost & Sullivan

Research and Markets
Laura Wood, Senior Manager
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: CRM, Call Centres

Source: Research and Markets