Studie - Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)

Introduction

A Datamonitor analyst brief, providing insight into the Argentine contact center outsourcing sector, with an emphasis on offshore delivery potential.

Scope

*An overview of Argentina's outsourced contact center market

*Competitive factors and issues associated with outsourced contact center delivery in Argentina

*Offshore opportunities for contact center outsourcers based in Argentina.

*Strategic recommendations for Argentinean contact center outsourcers to win business and enhance margins

Highlights

Argentina has a dynamic contact center outsourcing sector, which will grow through 2013

Competitive issues facing Argentina-based outsourcers include inflation, real estate costs and business environment

Offshore opportunities exist for outsourcers in Argentina, but winning contracts will be difficult in face of alternative delivery markets in the region

Reasons to Purchase

*Learn about the evolution of Argentina's outsourced contact center sector

*Understand what the competitive issues are in Argentina's contact center outsourcing sector

*Develop an understanding of what steps vendors need to take in Argentina, so as to enhance margins and increase offshore volumes

DATAMONITOR VIEW 1

CATALYST 1

SUMMARY 1

ANALYSIS 2

Market overview 2

Overall market snapshot 2

Onshore / offshore split 3

Vertical trends in Argentinean contact center outsourcing 4

Competitive issues in Argentina's contact center outsourcing market 6

Existing outsourced contact center industry 6

Labor availability 6

Pricing issues 7

Secondary cities 11

Overall stability 12

Business environment 12

Offshore market opportunity 14

US Hispanic market 14

European Spanish Market 16

Other offshore markets 17

ACTIONS 17

Profit from existing investment incentive programs 17

Develop an industry-wide global marketing strategy 17

Aggressively court offshore contracts 17

Gradually aim for US bilingual services 19

Seek regional partners for domestic offshore work 19

APPENDIX 20

Methodology 20

Further reading 21

Ask the analyst 21

Datamonitor consulting 21

Disclaimer 21

List of Tables

Table 1: Argentinean Outsourced Contact Center Market, 2007 - 2013 3

Table 2: Real Estate Pricing and Vacancy Rates - Selected Latin American Cities, 2008 10

Table 3: Secondary Cities in Argentina 11

Table 4: Transparency Rankings - Selected Latin American Countries, 2008 13

Table 5: Business Environment Rankings - Selected Latin American Countries, 2009 14

List of Figures

Figure 1: Argentinean Outsourced Contact Center Market, 2007 - 2013 2

Figure 2: Argentinean Outsourced AP Domestic / Offshore Split, 2007 - 2013 3

Figure 3: Argentinean Outsourced Contact Center Vertical Market Evolution, 2008 & 2013 5

Figure 4: Selected Latin American Unemployment Rates and Labor Market Magnitudes, 2008 7

Figure 5: Selected Latin American Inflation Projections, 2007 - 2012 9

Figure 6: Location of Birth of Foreign Born US Hispanic Population, 2000 15

• IT Services Contracts Monthly Roundup, January 2010
• The Orbys Guide to Sourcing Strategy
• Orbys Outsourcing Trends 2010: A new decade of intelligent spending
• 2009 Top Entertainment ITO Vendors, Black Book Survey 2009 Results
• 2009 Top BI Data Warehousing ITO Vendors, Black Book Survey 2009 Results
• IT Services Contracts Monthly Datasheet, January 2010
• IT Services Contracts Quarterly Analysis, Q4 2009
• 2009 Top US Federal Government Information Technology Outsourcing Vendors, Black Book Survey 2009 Results
• 2010 Trends to Watch: Knowledge Process Outsourcing
• 2010 Trends To Watch: UK IT Services
• IT Services Company Profile: Intelenet Global Services (Vendor Focus)
• IT Services Company Profile: Patni Computer Systems Ltd (Vendor Focus)
• IT Services: Global Market Forecast Model to 2014 (Interactive Model)
• 2009 Top Managed Security Services Information Technology Outsourcing Vendors, Black Book 2009 Surveys
• 2010 Trends to Watch: Knowledge Process Outsourcing
• 2010 Trends To Watch: UK IT Services
• IT Services Company Profile: Intelenet Global Services (Vendor Focus)
• IT Services Company Profile: Patni Computer Systems Ltd (Vendor Focus)
• IT Services: Global Market Forecast Model to 2014 (Interactive Model)
• China’s key position in global service delivery