Deriving Long-Term Value From Mexican Contact Center Outsourcing (Analyst Insight)

Introduction

• An overview of the Mexican contact center outsourcing sector, and the value that can be derived by using that country as a delivery location

Scope

• An overview of Mexico's domestic outsourced contact center market, in terms of long term revenue potential

• A discussion of the benefits that can be derived from Mexico as a contact center outsourcing delivery location for US end-users

• Challenges facing Mexico as a contact center delivery location from the perspective of domestic and offshore work

• Strategic recommendations for vendors interested in pursuing offshore and domestic delivery from Mexico

Highlights

• Mexico's domestic contact center outsourcing sector holds considerable potential for vendors looking to develop a footprint in a growing market

• Mexico remains the ideal choice for delivery of US Hispanic contact center services

• Mexico will face considerable challenges in the coming months, in regard to its economy and public security perceptions

Reasons to Purchase

• Learn about the potential of the Mexican domestic contact center outsourcing market

• Understand the steps needed to be taken to deliver high volume services from Mexico to US end-users

• Develop a clear understanding of what challenges faces Mexico in coming months, and how vendors can overcome these roadblocks to ensure profitability

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2

Mexico's domestic contact center outsourcing market offers revenue opportunities 2
Domestic market size 2
Mexican economic progression 3
Personal income increases 3
Increased telephony access 4
Mexico remains a logical choice for US nearshore work 5
US Hispanic market opportunity 6
US Hispanic population growth 6
US Hispanic income growth 7
US Hispanic and Mexican common ancestry 8
Shared cross-border commercial / popular culture 8
Location 9
Competitive price points 10
Exchange rate favorability with the USD 11
Potential challenges exist for contact center outsourcers in Mexico 12
Economic turmoil 12
Public security perceptions 12
English availability 12
Regional competition 13

ACTIONS 13

Attack the post-recession Mexican domestic market 13
Continue to aggressively position US nearshore delivery 15
Examine Mexican secondary cities for delivery 15

APPENDIX 16

Methodology 16
Further reading 17
Ask the analyst 17
Datamonitor consulting 17
Disclaimer 17

List of Tables 

Table 1: Flight times from major US destination to selected offshore delivery sites 9
Table 2: Comparative agent pricing - Argentina, Chile and Mexico: 2007 & 2008 (USD) 11
List of Figures 
Figure 1: Mexican domestic outsourced contact center sector, 2008 - 2013 2
Figure 2: Mexican per-capita GDP, 2000 - 2006 4
Figure 3: Telephone access paths per 100 inhabitants - Mexico 5
Figure 4: US population trends - Hispanic versus non-Hispanic 6
Figure 5: US Hispanic household income levels, 1994 - 2007 7
Figure 6: Ancestral backgrounds of US Hispanics 8
Figure 7: Fully-loaded inbound agent price per hour, Mexico versus US - 2008 10
Figure 8: USD versus Mexican Peso, 2007 - 2009 11
Figure 9: Mexican GDP growth, 2008 - 2013 14