Update on the CRM BPO and Contact Center Outsourcing Services Market in Brazil Moving from Contact Center to Customer Experience

Update on the CRM BPO and Contact Center Outsourcing

Services Market in Brazil

Moving from Contact Center to Customer Experience

Contents

Section Slide Number

Executive Summary 7

Market Overview 12

Total CRM BPO and Contact Center Outsourcing Services Market -

• External Challenges: Drivers and Restraints 21

• Forecasts and Trends 27

• Market Share and Competitive Analysis 37

Outsourcing Services 46

The Last Word 53

List of Figures

Figure Slide Number

Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, 2011 9-10

Total CRM BPO and Contact Center Outsourcing Services Market: Key Market Drivers

and Restraints, Brazil, 2012-2018 22 Total CRM BPO and Contact Center Outsourcing Services Market: Workstation

Forecast, Brazil, 2011-2018 30

Total CRM BPO and Contact Center Outsourcing Services Market: Revenue Forecast

by Origin, Brazil, 2011-2018 33

Total CRM BPO and Contact Center Outsourcing Services Market: Offshore Revenue

Forecast by Origin, Brazil, 2011-2018 35 Total CRM BPO and Contact Center Outsourcing Services Market: Company Market

Share Analysis of Top 5 Participants, Brazil, 2011 40 Total CRM BPO and Contact Center Outsourcing Services Market: Competitive

Structure, Brazil, 2011 41

Total CRM BPO and Contact Center Outsourcing Services Market: SWOT Analysis,

Brazil, 2011 43

Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue

List of Charts

Chart Slide Number

Total CRM BPO and Contact Center Outsourcing Services Market: Percent Sales

Breakdown, Brazil, 2011 20

Total CRM BPO and Contact Center Outsourcing Services Market: Revenue Forecast,

Brazil, 2011-2018 29

Total CRM BPO and Contact Center Outsourcing Services Market: Percent Revenue

Forecast by Origin, Brazil, 2011-2018 32 Total CRM BPO and Contact Center Outsourcing Services Market: Percent Offshore

Revenue Forecast by Origin, Brazil, 2011-2018 34 Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue,

Brazil, 2011 38

Total CRM BPO and Contact Center Outsourcing Services Market: Percent Market

Share Trend, Brazil, 2011-2012 39 Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue

by Provider Type, Brazil, 2011 42 Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue

by Major Industry Vertical, Brazil, 2011 47 Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Activities

List of

Charts (continued)

Chart Slide Number

Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Activities

by Interaction Channel Type, Brazil, 2011 49 Total CRM BPO and Contact Center Outsourcing Services Market: Percent Revenue

Forecast by Service Type, Brazil, 2011-2018 50

Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue

Executive Summary

Source: Frost & Sullivan analysis.

• The Brazilian CRM BPO and Contact Center Outsourcing Services Market revenue

increased

percent in 2011, reaching $

billion.

• The compound annual growth rate (CAGR) of the CRM BPO and Contact Center

Outsourcing Services Market in Brazil is likely to be

percent from 2011 to 2018. In

terms of revenue, the total industry income is expected to reach $

billion in 2018.

• Regarding the number of workstations, the total number of positions will reach

the

mark by 2018. This suggests an overall CAGR of

percent for the

seven-year range considered in this analysis.

Compound Annual Growth Rate

%

%

(% of market share held by top 3 companies)

Executive Summary—Market Engineering Measurements

Market Stage

Mature

$

B

Market Size for Last Year of Study Period

$

B

%

Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, 2011

Stable Increasing Decreasing

For a tabular version, click here.

(2011)

Market Overview

Offshore Market Revenue

M

More than

*

(active market competitors in base year)

Executive Summary—Market Engineering Measurements

(continued)

Total Addressable Market

Offshore Market Size for Last Year of Study Period

$

M

*Companies with over 500 workstations.

Stable Increasing Decreasing

(2011) (2018)

Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, 2011

Competitor Overview

Executive Summary—CEO’s Perspective

2

Inshore business still dominates the

_{Brazilian market.}

3

Telecommunication,

banking,

and

financials are still the most important

verticals.

4

Contax, Atento, and Teleperformance

_{continue leading the market.}

5

A diversified portfolio will ensure

_{competitiveness.}

1

The domestic segment continues to

_{drive growth in the Brazilian market.}

Delivery and Staffing Models

Source: Frost & Sullivan analysis.

Four distinct types of delivery centers are operated by outsourcing providers in Latin

America:

Multi-client Centers:

The provider leases the space and serves multiple clients in each facility.

Managed Centers:

These facilities are leased or owned by the clients, and the provider manages the site on

behalf of the clients.

Dedicated Centers:

Providers lease the space for these centers and dedicate the facility to a single client.

Remote/Virtual Agents:

Providers use a distributed workforce model. Agents work from remote sites, away from

traditional call centers, or they work from their homes.

Delivery and Staffing Models (continued)

Source: Frost & Sullivan analysis.

There are three alternate staffing models:

Dedicated Agents:

These agents manage calls for a single client.

Semi-dedicated Agents:

Manage customer interactions for a small number of non-competing clients.

Shared Agents:

Manage customer interactions for a large number of non-competing clients.

Market Overview—Key Questions This Study Will Answer

Is the market growing, how long will it continue to grow, and at what rate?

What is the status of the industry within these countries? Are they structured correctly to reach further growth?

What are the key drivers and restraints for growth within Brazil?

How will the structure of the market change over time? What are the key competitors to watch?

Are the products/services offered today meeting customer needs, or is additional development needed? Will the current products/services be commoditized? Will new products/services arise?

How will offshore services evolve in the short and medium term?