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Nearshore is All Grown Up

Nearshore is All Grown Up

Enterprises with expansive care, billing and service/sales agents have come to understand just how important an asset the contact center has become. It is a critical conduit by which the company can grow the business, retain customers and protect the brand.

Frost & Sullivan believes that there is increased acceptance and trust, on the part of North American companies, to utilize outsourcing firms for customer care, technical support and sales. Service providers claim that companies can reduce their operating expenses by 30 to 40 percent by considering nearshore outsourcing options. The purpose of this is study is to explore the “how’s’ and ‘why’s” surrounding the investment in popular nearshore destinations for North American call volumes. This would include the Caribbean (Jamaica, the Dominican Republic, Puerto Rico and Trinidad/Barbados), Mexico, Central America and South America. Individual countries will be called out in the report.

In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:

Computer Generated Solutions (CGS)
Expert Global Services (EGS)
Sutherland Global Services

  • Introduction
  • Why Select the Nearshore Region for Customer Care Outsourcing?
  • Service Provider Feedback on Nearshore Trends and Future Strategies: Q&A
  • Nearshore Footprint Enhancement: Where and Why? Q&A
  • Emerging Nearshore Locations: The Jury is Still Out
  • Countries at-a-Glance: Fast Facts
  • Company Profiles
    • Alorica
    • Atento
    • Computer Generated Solutions (CGS)
    • Concentrix
    • Expert Global Services (EGS)
    • Minacs
    • Qualfon
    • SITEL
    • SYKES
    • Sutherland Global Services
    • Teleperformance
    • TeleTech
  • A Final Caution: Nearshore vs. Offshore
  • Concluding Remarks

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