Brazil's Contact Center Industry Generates Over US$2 Billion In Revenues, With 90% Coming From Internal Outsourcing And Companies Managing Their Own Centers.

DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c51407) has announced the addition of Brazil Executive Call Center Report 2007 to their offering.

The Brazil Executive Call Center Report 2007 offers strategic guidance and detailed decision making cost estimates and economic handlers to corporate buyers, vendors, investors and executives about how to compare and evaluate Sao Paulo, Rio de Janeiro, Belo Horizonte, Curitaba and Florianopolis, for site selection service - supplier analysis and investment. Intense focus is given to comparing these five cities within the Sao Paolo Rio de Janeiro axis which is responsible for over 90 % of contact center BPO activity in the country.

The report highlights that Brazil has Latin America's largest contact center BPO agent population of over 200,000 and creates jobs for close to 1 million workers associated with the industry. These numbers represent a significant increase from the market's 55,000-agent base in 2001. Data on Brazil's overall contact center BPO and IT outsourcing revenue is estimated to be US$2.4 billion with about 10% generated from international contracts.

We project that the country is on track to have 350,000 agents by the end of 2007, despite a slow down in its average annual growth rate in the sector. The report indicates that while Brazil has over 1,000 call center operators, the market is highly segmented with 10 larger centers generating under 20% of the market's revenues. These centers are evaluated as well as the vendor and equipment service providers. Avaya again has a commanding lead in the market with Plantronics as the leading headset provider.

Close to 300 of the country's almost 2,000 universities and institutions of higher learning serve the Sao Paulo-Rio axis and graduate 1.2 million students each year. This offers a ready talent source for contact center BPO companies seeking to expand or locate in Brazil.

While Brazil has a large internal market and an expanding contact center BPO and IT sector, we find that the country faces a number of internal and external challenges. Internally, rising inflation rates, increasing wages as well as high levels of software piracy rates define the challenge. While government data projects a 5% GDP 2007 growth rate, most analysts agree on a range under 4%, which represents half of India and China its leading outsourcing competitors. Additional contact center BPO competing locations include Argentina, Mexico, Central America, the Dominican Republic and the Philippines. Brazil's cost estimates are compared with these markets for easy and accurate evaluation.

Content Outline:

I. Introduction

II. Executive Summary

III. Economic Environment

IV. Market Dynamics

V. Analysis of Cities

VI. Strategic Challenges

VII. Conclusions

List of Figures

- Figure 1. Projected 2007 Agent Growth By City

- Figure 2. Percentage Share of Agents 2007

- Figure 2A-2B. Brazil Vendor Market Share

- Figure 3. Cultural Domain Acquity Model[TM]

- Figure 4. Teledensity (% Share of Population)

List of Tables

- Table 1. Brazil Performance Indicator

- Table 2. Table 2. Brazil Leading Service Provider Vendors 2006

- Table 3. Brazil City Assessment Index

- Table 4. Brazil City Costs Comparison

- Table 5. Nearshore & Offshore Comparative Evaluation Index

- Table 6. Seats Agents & Personnel Growth

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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