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Introduction

Brazil's growing contact center outsourcing market is put under the microscope in this Ovum Analyst Insight brief.

Highlights

  • Brazil's contact center outsourcing market is growing steadily, being driven on the back of forecast economic growth and new technologies driving customer interactions.
  • While Brazil's economy is slated to resume steady growth from 2016, over the short term, outsourcers may find winning new business tough due to a slowdown in call volumes.
  • Brazil is a relatively closed market for contact center outsourcing, and new entrants will need to have innovative penetration strategies in order to recoup contracts.

Features and Benefits

  • Learn about the size and vertical make-up of Brazil's contact center outsourcing market.
  • Understand the key challenges and benefits associated with contact center outsourcing in Brazil.
  • Determine the right strategy for winning at contact center outsourcing in Brazil during the country's economic slowdown.

Key questions answered

  • How big is the contact center outsourcing sector in Brazil?
  • What are the main vertical markets that are outsourcing contact center work in Brazil today and in the future?
  • What challenges can new entrants expect upon entering the Brazilian contact center outsourcing sector?
  • Which outsourcers are currently competing in Brazil's contact center market?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Brazil's CRM outsourcing sector is large and growing

  • Overall market size
  • Vertical splits
  • Limited offshore delivery footprint

Over the long term Brazil's CRM outsourcing opportunity is significant

  • Size of Brazilian consumer base
  • Recovering economy
  • Value-added services attractive in Brazil

Brazil's CRM outsourcing market is tough to penetrate

  • Short-term economic problems
  • Significant local and global competitors on the ground
  • Concerns around the Brazilian commercial environment
  • Higher operating costs running Brazilian contact centers

Appendix

  • Methodology
  • Further reading
  • Author

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