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Businesses are moving their contact center outsourcing (CCO) to a surprising place: Onshore. In 2015, the number of CCO contracts with significant onshore delivery rose to 53%, compared to 49% in 2013 and 35% in 2010, according to a recent report from management consulting and research firm Everest Group. Read more.
Colombia has been trying to make a name for itself as an outsourcing destination. It wants companies, particularly from the United States, that are looking to move their IT and back-office work offshore to start thinking about Colombia.
While the nation has made steady progress, there is a lot more to be done before it can truly compete with the likes of Mexico, Costa Rica, and some other Latin American rivals . The improving security situation has been the best boost so far, with some U.S. decision makers starting to realize there is a large population center — much closer than cities in Brazil, Argentina, or Chile — that is now safe and capable of doing high-level work.
More marketing, education, and training still needs to be done, however, if the country wants to continue its growth in IT outsourcing (ITO), business process outsourcing (BPO), and related areas. To learn more, we recently sat down with Prashray Kala, practice director at Everest Group. Read more.
There has been a notable increase in contact center onshoring activity in recent years, according to new research from outsourcing consultancy and research firm Everest Group. In 2015, the percentage of contact center contracts with significant onshore delivery climbed to 53 percent, up from 49 percent in 2013 and just over a third (35 percent) in 2010. Read more.
Technology is the leading investment theme in the contact center outsourcing (CCO) industry, followed by scale. Enabler technologies accounted for about three-fourths of the reported investments in 2014-2015, with analytics, automation, and multichannel tools being the major areas of investments, according to new research from Everest Group, a consulting and research firm. Read more.