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Introduction

Honduras has emerged as one of the most popular destinations for CRM operations in Central America over the past five years, and more scrutiny than ever is being placed on this emerging market.

Highlights

  • Honduras is a growing contact center outsourcing market and is forecast to continue expanding at consistently high rates over the next five years.
  • There is significant enterprise buy-in for Honduras as an offshore location, a factor that vendors should consider when conducting site selection activities.

Features and Benefits

  • Outlines Honduras's contact center outsourcing market and the extent to which it will grow in the next five years.
  • Identifies the key perception and operational challenges to be expected from a Honduran deployment.

Key questions answered

  • How will Honduras evolve as a contact center outsourcing market in terms of size and functional scope?
  • Who is currently operating in Honduras and how much room is left for new entrants?
  • What challenges that should be anticipated with a Honduran contact center deployment?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Honduras is a proven location for nearshore contact center services

  • Honduras is a growing market with leading CRM vendors
  • Price points favor Honduras nearshore contact center delivery
  • Contact center capabilities are clearly present among Hondurans
  • Favorable business conditions have benefited outsourcers
  • Presence of plug-and-play facilities for contact centers
  • Enterprises are clearly open to Honduras as a nearshore option

There remain obstacles that could hinder ongoing contact center expansion

  • Lack of contact center culture
  • Inter-vertical competition for educated labor
  • Instability perceptions relating to crime
  • Lack of contact center middle management
  • Limited English skills among technical support candidates

There is still room to grow Honduras’s nearshore contact center outsourcing industry

  • Multiple urban centers in which to house contact centers
  • Government support to expand services labor pool
  • Significant potential for Honduran non-voice delivery
  • The young population favors expansion plans

Appendix

  • Methodology
  • Further reading
  • Author

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