On May 10th during the Avaya Evolutions at Bogotá (#AvayaEvolutions), Miguel José Lopez president of the Colombian Association of Contact Center gave a conference about the perspectives of the Contact Center Industry (#CC) and the Business Process Outsourcing (#BPO) in Colombia.
1 It is expected that the ITO/BPO/KPO market reaches almost to the USD600.000 MM in 2013.
2 In the BPO sub-sector are expected that growth rates double in short and medium term.
4 The Asian supplier market is the most advanced, while the Latin American market is the less developed. Latin America and Asia/Pacific will be the engines of growth in the BPO market.
5 The 4 trends in the BPO industry:
- A transformation efficiency of effectiveness, with the expertise across different vertical markets.
- A 15% growth in emerging sectors, with services of value analysis and data management, and legal services.
- Development of platforms and cloud-based solutions to improve service quality.
- Data analysis to support the baks, financial services firms and insurance companies, complementing services in risk management and financial analysis.
6 Specializing in voice BPO services might be the key for providing value chain services. Some changes in the type of service that add value are explained in the following graph:
On the next post, Latin America statistics and market perspectives in Colombia, presented by José Miguel Lopez (PhD) at #AvayaEvolutions.