IT Employment

Latin America Contact Center Landscape

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Executive Summary

Changing demographics in the United States along with cost considerations and overheating of traditional offshore destinations have forced U.S. corporations to explore Latin America as an outsourcing destination for their back-office and contact center operations. While certain countries such as Mexico, Brazil and Costa Rica feature more prominently amongst corporations while evaluating their location strategy, there are a host of other countries in this region whose potential is either often overlooked or not clearly understood. This paper assesses 18 countries in Latin America on their maturity and attractiveness as destinations for contact center outsourcing. These countries have been evaluated on key parameters such as financial attractiveness, human capital, language capability (English, Spanish, bilingual), business & living environment, and risks.

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