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Brazilian BPO Market slips

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The Brazilian business process outsourcing (BPO) market witnessed a decline in revenue by 5.1 percent from 2012 to 2013. The situation was caused mainly by the departure of Tellus and Vidax from the market combined with reduced performance by some important players.

The market is set to recover, however, where providers are shifting their focus from cost reduction to the provision of high-value and specialised service offerings.

Over the next five years, the revenue share of inbound services is expected to decline, making room for BPO and back-office services

New analysis from Frost & Sullivan,Brazilian BPO and Contact Center Outsourcing Services Market 2014, finds that the market earned revenues of $5.19 billion in 2013 and estimates this to reach $7.34 billion in 2018.

Over the next five years, the revenue share of inbound services is expected to decline, making room for BPO and back-office services, areas which companies are increasingly looking to outsource so as to improve customer service and experience.

“Outsourcing companies have marginally widened their portfolio to meet the unique needs of verticals such as utilities and energy, retail and consumer goods, and insurance, which have witnessed an increase in revenue share,” said Frost & Sullivan Information & Communication Technologies Industry Analyst Maiara Paula Munhoz.

This trend, along with the commencement of operations by new companies such as Konecta and Acticall, demonstrates that the Brazilian BPO and contact center outsourcing services market has space for more competition.”
June 3, 2014
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