The near-shore outsourcing markets are maturing now and becoming well suited to handle more sophisticated work and more complex consumer transactions.
(PRWEB) July 07, 2014
Qualfon, a people-driven business process outsourcing (BPO) company and global provider of call center services, released a video from the Nearshore Nexus 2014 event, during which Qualfon’s Chief Sales and Marketing Officer, Bob Dechant, explained the next big outsourcing opportunity specifically as it relates to near-shore markets and outsourcing locations across Latin America and the Caribbean.
Watch the video interview on You Tube: http://youtu.be/GNTdBa1vTEM
“The first thing is to understand why there has been explosive growth in outsourced call centers in Mexico and other Latin American countries,” said Dechant. “I believe a lot of that growth is due to portfolio balancing and risk mitigation. Clients are looking for alternatives to their outsourcing operations in India and the Philippines, and the Latin American region is just a great market.”
Dechant describes the next big opportunity as the ability to successfully handle complex transactions. “The near-shore outsourcing markets are maturing now and becoming well suited to handle more sophisticated work and more complex consumer transactions,” said Dechant. “These countries are positioned for complex interactions because of two factors—their physical context and their retention advantage. First, the Latin American agents can understand and relate to the American customer, which enables a better connection and a superior customer experience. Second, in India and the Philippines there is a lot of agent attrition. But, when you get into very good markets in Latin America, the agent tenure is much longer. So the more complex the work is, the better it is for these Latin American and Caribbean outsourcing destinations.”
Dechant goes on to explain how Qualfon achieves industry-leading employee tenure and employee engagement. Qualfon is known for its agent retention rates that are more than two times higher than the industry average. Additionally, a high number of employees are willing to refer their friends and family to work at Qualfon. Qualfon’s net score of employees who are willing to recommend Qualfon is 68%.
Qualfon is a people-driven business process outsourcing (BPO) company and a global provider of call center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1996, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have 12,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., Mexico, and China. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people, and in return, they take better care of you and your customers. Qualfon’s employee retention is twice the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price. http://www.Qualfon.com