‘Call Center’ sounds loud in Latin-American regions
Call Center’s industry grows in Latin America, why? It’s a skilled workforce at a low cost. In the region, Brazil, Mexico and Argentina lead the ranking. This market had more that USD 4 000 millions revenue by 2008, according Frost and Sullivan. Is estimated to exceed USD 9 700 millions ni the year 2013.
According to this firm, one of the factors driving the market in recent years was the intense competition among companies that became a fundamental task of acquiring and retaining customers.
Colombia is also experiencing growth in this industry. The country plans to generate about 100 000 new jobs in this field until 2010. This is an advertisement the Call Center’s association in Colombia has.
Entrepreneurs and experts gave their views on the future of this industry during the VI Call Center’s Andean Congress, held in Bogotá during May.
During this appointment, it was announced that next year is expected to double current levels resulting by contact centers businesses in Colombia. This is an industry which moves millions: in 2008 Colombia billed 955 000 million pesos (USD 446 million) and 165 million pesos (USD 77 million) in service export of this business.
These Colombian call center association’s projections show their growth in 10 years. These call centers are an attractive job offer for students and for people who, because of age, have restricted access to the labor market.
"There are many people with a university degree who is capable of working in this industry. No experience is required." assures Carlos Aparicio, Executive Director of the Colombian Call Center’s Association.
In Latin America, serving operators in call centers earn USD 260 per month on average. This is eight times less than the average salary of their counterparts in the US, where average monthly salary ascends to USD 1 600. The profile required for an operator is a young university student, aged 23 to 26 and must speak fluent English.
Aparicio highlights that one of the key factors in favor of Colombia is the coverage of Optical Fiber. Customers know that there are low probabilities for an internet connection collapse and, therefore, is a remote chance that companies would get cut off from their plants/centrals in Colombia.
In México, neither the AH1N1 transmissions risks were an obstacle for this industry to continue operating. Mexican Edith Sanchez Bermeo, call center technology expert for NORTEL signature, indicates that the technology allows operators to work from home. "It wasn’t even necessary to visit your workplace to offer the service. Thus, we avoid the contagion possibilities".
Sánchez warns that call centers have become one of the most important platforms for companies worldwide, by enabling them to improve customer’s satisfaction levels and to increase sales for the company.
Now a day, Mexico is a country that dominates the market. According to studies by NORTEL, the country has more than 30% share of business in Latin America.
In Ecuador- Man Power. For Ana Luisa Farfán, Marketing Manager of American Call Center (Guayaquil), in Ecuador actually exists qualified personnel.
- Lack of regulation. According to Farfan, the country requires a policy similar to neighboring countries, with tax facilities and labor flexibility.
- 100 enterprices. It is estimated that in Quito, Guayaquil and Cuenca approximately than 100 Contact Center companies with their own operators functions normally.