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TMCNet: E-Consulting: Call center industry maturing

[October 11, 2007]

E-Consulting: Call center industry maturing

(BNamericas.com Via Thomson Dialog NewsEdge) Brazil's contact center industry is reaching maturity after robust growth over the past few years and is now entering a price war, according to a study published by IT business consultancy E-Consulting and holding firm Grupo Padro.



This year Brazil's call center industry expects to move some 17bn reais (US$9.5bn), of which outsourcing firms are expected to represent 6bn reais, 8.6% higher than last year. In 2006, call center outsourcing firms accounted for 5.52bn reais, growing 11.7% over the 4.84bn billed in 2004, the report said.

Revenues per workstation have also experienced a slowdown with 3% growth expected in 2007 compared to 17% in 2005. Revenues per workstation actually fell 2% in 2006 on the previous year. The index is expected to grow 4% in 2008. The slow growth is mostly an aftereffect of the increased demand prior to 2006, according to Daniel Domeneghetti, associate and founder of E-Consulting.

"In 2009, growth of revenues per workstation will outgrow inflation at 6-7%, which corresponds to stability in consolidated industries," Domeneghetti said in the report.

The executive said lower production is also a result of technological substitution, such as VoIP, predictive dialing software, mobility and workforce management systems. Managers and call center operators are faced with training employees in new solutions, he said.

Copyright 2006 BNamericas.com

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