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Brazil Executive Call Center Report 2007
II. EXECUTIVE SUMMARY
Brazil is regarded as one of the four key catalysts
among the so-called BRIC (Brazil, Russia, India, China)
nations driving service globalization. Central to both its
service export success and internal economic expansion is its
emphasis on contact center Business Process Outsourcing (BPO)
and IT services. The country is Latin America’s biggest economy
and also boast’s the region’s largest contact center or voice
based BPO agent population of just over 200,000 agents (216,243).
A higher percentage of its centers uses advance email and
collaboration customer interaction technology when compared
with the U.S. and Europe. The industry generates over US$2
billion in revenues, with 90% coming from internal outsourcing
and companies managing their own centers. Approximately 10% of
revenues are generated from international markets lead by the U.S.
and followed by Europe and Asia.
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