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© 2012 Ephor Group | 1 (800) 379-9330 | www.ephorgroup.com | 5353 W Alabama Suite 300 |
2014 Market Landscape
BPO Front Office CRM Contact Center Market Landscape
Near shore LATAM BPO findings
BPO Front Office CRM Contact Center 2013 Recap and 2014 Forecast
240 BPO scaled providers (eleven public companies)
13 M&A Acquisitions
350,500 Jobs Created
Scale and technology application significantly improve valuation multiples
“Value creation stems from the application of technology at the point of contact to achieve better operational efficiencies and customer satisfaction.”
Nearshore LATAM BPO Findings
Ephor Group has determined the total capacity utilization of the BPOs in LATAM is in the lower 25% quartile, while the English speaking capacity utilization is even less.
~20 million workers in LATAM speak English
Significant language training capacity
ESL is rapidly becoming an education standard
Nearshore LATAM BPO Findings
Significant investment in infrastructure & communications over the past 5 years
99.999% Reliability
Underutilized capacity
Significant lower cost compared to other BPO markets
Infrastructure Advantage