Customer Experience Outsourcing Services in Latin America, 2022

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

The customer experience (CX) outsourcing services landscape is expected to sustain a strong growth trajectory during the next 5 years. Two drivers will fuel this momentum: increasing acceptance of CX as a formidable competitive differentiation strategy and compelling incentives for companies to outsource their CX operations.

Improving CX ranked as the number one business goal for the third year in a row among IT decision-makers (N = 1,120) who participated in a survey. Organizations across the board now realize that providing a superior CX is imperative for staying relevant in their market. This shift brings greater attention and investment opportunities to the CX outsourcing services market.

Companies expect continuous process enhancement and rapid innovation. As organizations adapt to changing market conditions, they are looking to partner with nimble CX service providers (CXSPs) to accelerate time to market. The right mix of people, processes, and technologies is the key to success and will help providers deliver reliable and agile transformation capabilities to their clients.

In a highly fragmented market with over 200 organizations, the analyst independently plotted the top 19 companies in terms of market reach, user adoption, growth rates, product innovation, and CX in this Frost Radar™ analysis: AeC, AlmavivA, Alorica, Atento, Comdata, Concentrix, Emtelco, Flex, ibex, KM2 Solutions, Konecta, NEO, Sitel Group®, Sutherland Global Services, Teleperformance, TELUS International, Telvista, TTEC, and Webhelp.

The analyst benchmarks the companies across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned:

Growth index (GI) measures a company’s growth performance and track record, along with its ability to develop and execute a fully-aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies.

•  GI1: Market Share (previous 3 years)
•  GI2: Revenue Growth (previous 3 years)
•  GI3: Growth Pipeline
•  GI4: Vision and Strategy
•  GI5: Sales and Marketing

Innovation index (II) measures a company’s ability to develop products/services/solutions with a clear understanding of disruptive Mega Trends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs. Key elements of this index include:

•  II1: Innovation Scalability
•  II2: Research and Development
•  II3: Product Portfolio
•  II4: Megatrends Leverage
•  II5: Customer Alignment

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in its methodology. The document presents competitive profiles of each company based on their strengths, opportunities, and a small discussion on their positioning.