Rapid Growth Forecast for CRM Outsourcing Market

The number of outsourced call centre agents in Colombia will almost double during the next five years as the market in the country begins to realise its enormous potential, according to Ovum.

In a new report the independent technology analyst unveils findings from its latest CRM outsourcing forecast, which predicts that outsourced call centre agent numbers will hit more than 50,000 in 2016, up from 27,000 in 2010.

Annual growth in the number of outsourced agents will also be strong.

The predicted 14 per cent growth will be mainly driven by the domestic market and burgeoning numbers of consumers, but outsourcers from overseas countries such as Spain will also play a part.

However, although the outlook for the Colombian market is positive, the report warns that it runs the risk of growing too quickly, causing the labour pool to come under strain and leading to attrition and inflation for CRM outsourcers.

Peter Ryan, Ovum lead analyst and the author of the report, commented:

"Colombia has emerged as a solid market for CRM outsourcers over the past two years, fuelled by a need for an alternative Latin American delivery site. It has developed a reasonable level of sophistication in a relatively short time, it has substantial magnitude for a country of its size, and its global players service numerous vertical industries.

"Our research has shown that the market has significant potential and will grow rapidly over the next few years. However, there is a possibility that this sector is growing too quickly, so CRM outsourcers looking to invest in the country will need to be wary of the problems this could bring."

Ovum’s report advises CRM outsourcers keen to take advantage of the Colombian market to initially target the domestic market due to the
country’s growing economy, which is creating more and more consumers. It states that links should be made with the enterprises that serve those consumers, either by establishing a greenfield operation in the country, or by acquiring a local player.

The report also recommends that CRM outsourcers setting up bases in Colombia attack the surrounding Latin American markets to compete with
more costly Spanish-speaking countries such as Chile, Argentina and Mexico.

About Ovum

Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organisations must support. Ovum is part of the Informa Group. Info: http://www.ovumkc.com.
 

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