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Brazil Executive Call Center Report 2007
IV. MARKET DYNAMICS
Over one million Brazilians are involved
in the contact center BPO sector, including
customer care agents, hardware and software
support, integrators, consultants, and
training professionals. Brazilian call
centers are almost evenly divided into two
distinct Internal and External categories.
Approximately 53% of contact center activity
are internal and focus on serving companys’
customer, supplier, and HR bases. External
activity represents 47% and entails managing
outsourced contracts by third parties for local
and international firms established in Brazil.
An estimated 10% of the markets US$2.2 billion
revenues are generated from international firms
in the U.S. Europe and Asia outsourcing projects to Brazil.
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