Customer Relationship Management Outsourcing in Colombia to 2015

Date: February 1, 2011
Pages: 27
Price:
US$ 795.00
Publisher: Datamonitor
Report type: Data Base
Delivery: E-mail Delivery (PDF)
ID: C168717AA8DEN
Leaflet:

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Introduction

Provides data on domestic and offshore agent positions. Analyzes positions by vertical, including energy / utilities, financial services, healthcare, manufacturing, media & entertainment, public sector, retail, wholesale, telecoms, travel, transportation and logistics, and others. Also gives the split by function and by the offshore markets serviced. Concludes with a country comparison section.

Scope
  • Agent positions - Split by vertical, function, and location
  • Offshore delivery - Split by geographic market serviced
  • Country comparison - Comparison of CRM outsourcing agent positions with the leading countries

Highlights
  • The total number of CRM outsourcing agent positions in Colombia is expected to grow at a compound annual growth rate (CAGR) of 12% over the period 2009-15. Domestic location service agent positions are expected to grow at a CAGR of 10.3% from 2009-15 and offshore location with a CAGR of 19.9% over the period 2009-15.
  • Telecommunications constitutes the largest agent position in Colombia across all verticals, with a 41% share in 2009. This is followed by financial services and manufacturing (including technology) with 15% and 12.5% shares, respectively.

Reasons to Purchase
  • Provides a comprehensive and granular view of agent positions in the CRM outsourcing sector
  • Comprehend the quantitative trends in the CRM outsourcing sector in Colombia
  • Analyze agent positions across diverse geographies
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Overview
Catalyst
Summary

TABLE OF CONTENTS

List of Figures
List of Tables
Introduction
Reasons to purchase
CRM Outsourcing in Colombia
Overview
Agent positions by location
Agent positions by vertical
Agent positions by function
Offshore Delivery
Agent positions by geographic market serviced
Country Comparison
Offshore delivery agent position
Domestic delivery agent positions
Appendix
Definitions
Agent position
Contact center
Vertical markets
Functions
Methodology
Primary research
Secondary research
Existing Ovum research
Further reading
Contact details
Disclaimer

LIST OF TABLES

Table 1: CRM outsourcing in Colombia, number of agent positions (000s), 2009-15
Table 2: CRM outsourcing in Colombia, number of agent positions by offshore and domestic location (000s), 2009-15
Table 3: CRM outsourcing in Colombia, number of agent positions by vertical (000s), 2009
Table 4: CRM outsourcing in Colombia, number of agent positions by vertical (000s), 2009-15
Table 5: CRM outsourcing in Colombia, number of agent positions by function (000s), 2009
Table 6: CRM outsourcing in Colombia, number of agent positions by function (000s), 2009-15
Table 7: CRM outsourcing in Colombia, number of offshore delivery agent positions by geographic market serviced (000s), 2009-15
Table 8: CRM outsourcing offshore delivery agent positions, Colombia versus top countries (000s), 2009
Table 9: CRM outsourcing domestic delivery agent positions, Colombia versus top countries (000s), 2009

LIST OF FIGURES

Figure 1: CRM outsourcing in Colombia, number of agent positions (000s), 2009-15
Figure 2: CRM outsourcing in Colombia, number of agent positions by offshore and domestic location (000s), 2009-15
Figure 3: CRM outsourcing in Colombia, agent positions by vertical (%), 2009
Figure 4: CRM outsourcing in Colombia, number of agent positions by vertical (000s), 2009-15
Figure 5: CRM outsourcing in Colombia, agent positions by function (%), 2009
Figure 6: CRM outsourcing in Colombia, number of agent positions by function (000s), 2009-15
Figure 7: CRM outsourcing in Colombia, number of offshore delivery agent positions by geographic market serviced (000s), 2009-15
Figure 8: CRM outsourcing offshore delivery agent positions, Colombia versus top countries (000s), 2009
Figure 9: CRM outsourcing domestic delivery agent positions, Colombia versus top countries (000s), 2009

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