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Analysis of the Contact Center Outsourcing
Services Market in Colombia
The United States will drive growth in the offshoring segment
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July 2014
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Study Description & Research Methodology
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Study Description
• This study examines trends in the Colombian Contact Center Outsourcing
Services industry and forecasts market demand.
• We provide an extensive coverage of services delivered both in each, the local
market and those provided from this country to others overseas. In this sense,
offshore services are defined as those services provided to serve foreign
customers outside the country where each contact center is located.
• The study only shows data for outsourcing offshore services, therefore
excluding those insourced operations. In this study, revenues have been defined
as the revenues received by outsourcing companies for the provision of
customer-agent interaction and BPO CRM services in Colombia.
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Research Methodology
• Over 20 interviews carried out utilizing extensive questionnaire.
• In all cases, decision makers (executives, managers, etc.) targeted.
Study based principally on primary research
Other Steps in Research Process:
• Regional and local secondary sources (company reports, industry associations,
statistical agencies, etc.) used for key economic & market measurements used
for analysis.
• Extensive forecast and market share models created through research sources,
expected current and future trends.
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Report Structure - Table of Contents
Section
Executive Summary
Total Market
• External Challenges: Drivers and Restraints
• Forecasts and Trends
The Last Word
Appendix
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Executive Summary
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Executive Summary
• The contact center outsourcing services market in Colombia earned a revenue of $1.05
billion in 2013, achieving the highest annual growth rate in Latin America: 16.5%. The
market is expected to exhibit a double-digit compound annual growth rate (CAGR)
2013–2020.
• In 2013, the offshoring segment exhibited a higher annual growth rate than domestic
business continuing the trend from 2012. Domestic business represented 72.1% of the
total revenue in 2013, but offshoring services are forecast to increase to constitute
35.1% of the total revenue in 2020.
• Spain was still the main offshoring destination in the market, despite its low growth in
2013 (3.8%, year-on-year). Offshoring from Spain is expected to continue losing share
in the overall offshoring revenue during the forecast period, while destinations such as
the United States and South America are likely to exhibit higher growth rates.
• The number of workstations reached 59,703 in 2013, representing an annual growth
rate of 11.1%. In 2020, this number is expected to reach close to 100,000, as existing
participants are expected to keep enlarging their operations, while new competitors,
such as Sykes (2013), Transcom Worldwide (2013), and Almaviva (2014), establish
facilities in the country.
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Drivers and Restraints (Colombia)
Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Colombia, 2013–2020
Impact: H High M Medium L Low Note: Drivers & restraints are ranked in order of impact. Source: Frost & Sullivan analysis.
Mark
et
Dri
vers
M
ark
et
Restr
ain
ts
1–2 years 3–4 years 5–7 years
Strong government support, as CCO and BPO are considered strategic economic activities for the country H H H
Competitive mix of service quality and costs is the key advantage of the market H H M
Political stability and projected economic growth incentive further investments M M M
New tax incentives reduce operative costs for the industry
L L L
Shortage of bilingual workforce limits growth opportunities H H M
Decline in growth generated by offshoring from Spain M M L
Increased competition within the domestic business M M L
Double taxation in some Latin American countries inhibits
nearshoring activities L L L
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Colombian Contact Center Outsourcing Services
Market—Revenue Forecast
Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis.
800
850
900
950
1,000
1,050
1,100
2012 2013
Revenue ($ Million) 897.7 1,045.6
Rev
en
ue
($
Mill
ion
)
Year
Contact Center Outsourcing Services Market: Revenue Forecast Colombia, 2012–2013
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Market Overview—Segmentation (Colombia)
Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis.
Domestic Revenues
72.1%
Offshore Revenues
27.9%
Percent Sales Breakdown Total Contact Center Outsourcing Services Market:
Colombia, 2013
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Colombia Contact Center Outsourcing Services Market—
Percent Revenue Forecast by Origin
Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis.
0%
20%
40%
60%
80%
100%
2013 2020
Offshore Revenue 27.9 35.1
Domestic Revenue 72.1 64.9
Re
ven
ue
(%
)
Year
Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin,
Colombia, 2013–2020
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Voice 91.0%
E-mail 2.2%
Web Collaboration & Chat 3.2%
SMS 1.6%
Social Media 0.9%
Others* 1.0%
Contact Center Outsourcing Services: Percent of Activities by Contact Center Medium Type,
Colombia, 2013
Colombian Contact Center Outsourcing Services Market
Activities by Medium Type Analysis
.*Others include fax and in-person services.
Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis.
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Competitive Analysis
• Group 1: Large multinational companies or United States or European-based companies.
• Group 2: Regional Latin America-based companies, with presence in two or more countries in the region.
• Group 3: Large locally-focus Latin American-based companies, with presence in only one country in the region, with revenues
greater than $50 million per year.
• Group 4: All other small and medium Latin American-based companies with revenue streams below the target indicated above.
Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan analysis.
Tier I
Global
Participants
Group 1 (%)
Tier II
Regional
Participants
Group 2 (%)
Tier II
Local
Participants
Group 3 (%)
Total for Tier II
(%)
Tier III
Group 4 (%)
43.8 12.1 22.9 35.0 21.2
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Legal Disclaimer
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manufacturers or users. Quantitative market information is based primarily on interviews
and therefore is subject to fluctuation. Frost & Sullivan research services are limited
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Our customers acknowledge, when ordering or downloading, that Frost & Sullivan research
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© 2014 Frost & Sullivan. All rights reserved. This document contains highly confidential information and is the sole property of Frost & Sullivan.
No part of it may be circulated, quoted, copied or otherwise reproduced without the written approval of Frost & Sullivan.
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Appendix
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For Additional Information
Sebastian Menutti Industry Analyst ICT Latin America
(5411) 4772 1152
Juan Manuel Gonzalez Industry Manager ICT Latin America
(5411) 4777 1555
Jose Roberto Mavignier Director ICT Latin America
(5511) 30658463
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The Frost & Sullivan Story
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