The Future of CRM Outsourcing in El Salvador

Date: November 22, 2010
Pages: 16
Price:
US$ 1,895.00
Publisher: Ovum
Report type: Brief Review
Delivery: E-mail Delivery (PDF)
ID: FCB06331DA5EN
Leaflet:

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The Future of CRM Outsourcing in El Salvador
License Price: US$ 4,740.00

Introduction

An overview of the opportunities for CRM outsourcers and their clients for contact center delivery in El Salvador.

Features and benefits
  • An understanding of the opportunities and threats for outsourced contact center delivery in El Salvador.
  • An overview of the contact center market in El Salvador.
Highlights

El Salvador boasts a burgeoning outsourced CRM sector, which has been helped by the country's economic and political stability.Stumbling blocks associated with limited English-speaking capacity and difficulties in business transparency are omnipresent threats.

Your key questions answered
  • What is the opportunity for outsourced CRM/contact center delivery in El Salvador?
  • Which CRM outsourcing players are already on the ground in El Salvador?

SUMMARY

Catalyst
Ovum view
Key messages

EL SALVADOR CRM OUTSOURCING MARKET SNAPSHOT

Overall market size
Leading CRM outsourcing players in El Salvador
Wages

CRM OUTSOURCING IN EL SALVADOR: SWOT ANALYSIS

Strengths
Proximity to the US
Stability
US familiarity
Infrastructure
Government support
Weaknesses
Small population
Transparency
Heavy competition in CRM outsourcing sector
Industry concentrated in San Salvador
Perception of regional instability
Opportunities
Secondary cities
Alternative to unstable delivery markets
New client markets
Threats
Shrinking pool of English-language agents
Exchange rate inflexibility
Worry of unionization in the contact center sector
Possibly limited availability of a skilled bilingual workforce beyond San Salvador

RECOMMENDATIONS

Look to El Salvador for targeted US bilingual work
Adopt El Salvador for Spanish-speaking work
Take advantage of opportunities in secondary cities

APPENDIX

Further reading
Methodology
Author
Ovum Consulting
Disclaimer
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