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Mexico Executive Call Center Report 2007
II. EXECUTIVE SUMMARY At first glance Mexico’s current internal political quagmire and its external immigration challenges with the U.S. convey a perception of a state in chaos. However, a deeper look at the country reflects an economy that is engaged in a progressive and fundamental structural shift geared at becoming a critical player in Business Process Outsourcing (BPO) and IT service globalization provisioning. Over 1 million direct and indirect workers are employed in the sector. Contact center or voice based BPO has experienced sustained growth over the past decade. Increase in the total number of call centers reflect an almost 300% growth - increasing from 3,500 in 1996 to a projected 9,400 by 1Q2007. Three types of service providers define the market and include In-house, outsourcers and SME service providers. Increasing from its base of over 150,000 in 2006, agent density is projected to exceed 200,000 by the end of 2007. Bilingual agents serving international customers will exceed 50,000 by 2010 from its current 33,000-agent count. Annual growth averaged 17% between 2004 – 2006. Its International outsourced business, however, is growing at 27% annually. Revenues in 2007 are estimated at US$6.7 billion – a US$700 million increase from YE2006. Its current numbers now challenge Argentina as the market with the largest bi-lingual agent density. With a 60% market share in Spanish agents, Mexico provides the largest nuber of customer care agents serving the Spanish-speaking world.
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