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The Future of CRM Outsourcing in El Salvador

  • Publication Date:December 2010
  • Publisher:Ovum
  • Product Type: Brief
  • Pages:16

The Future of CRM Outsourcing in El Salvador

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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