The Future of CRM Outsourcing in El Salvador

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