The Brazilian contact centre market is expected to reach nearly US$ 14 billion in 2016 with 820 customer care units. The average revenue per units has continued to increase in Reais since 2011 but will drop to US$ 17,030 in the same year. In Brazil, customer care contact centres are used particularly by higher income customers and predominantly via telephone and in store. In house contact centres are growing faster than outsourced units with CAGR of 13% in revenue and 9% in units between 2010 and 2016.
This report discusses the subject market, its geographic footprint, main products and services, main players’ financial and operational performance and other analyses.