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Introduction

Colombia’s domestic and offshore contact center outsourcing sectors continue to grow at among the highest rates in Latin America. As the industry’s leadership comes together at the annual flagship conference (Congreso Andino de Contact Centers y CRM) in Bogota during the second half of April, stakeholders will be reflecting on what has brought Colombia to this point.

Highlights

  • Colombia's contact center outsourcing space continues to grow above the regional Latin American pace, and is being driven by offshore delivery.

Features and Benefits

  • Learn about Colombia's contact center outsourcing market growth over the next five years.
  • Understand the principal drivers for enterprises and outsourcers to look at Colombia as a location of choice for nearshore contact center delivery
  • Gain insight into Colombia's development of secondary cities for contact center nearshore delivery

Key questions answered

  • What are the main advantages of Colombia for contact center outsourcing?
  • How will Colombia grow as an outsourced contact center market in the next five years?

Table of contents

Ovum view

  • Summary
  • Colombia is a more popular nearshore option for US executives
  • Price and agent quality are the drivers for Colombian nearshoring
  • Secondary contact center delivery strategy has worked
  • Efforts to combat negative perceptions remain important

Appendix

  • Further reading
  • Author

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