Nearshore La Ubicación Correcta en la Estrategia del Outsourcing Global Mauricio A. Velásquez, Consultor Empresarial, COP ( Cer<fied Outsourcing Professional IAOP ) Lima, Octubre 13 de 2011 www.iaop.org
La#n America, Un Vistazo cuando hablamos de Outsourcing
Grandes Oportunidades por Descubrir
ü En 2010 la región creció 6.1% Fuente: CEPAL Comisión Económica para América La<na Muchos Lenguajes, muchas culturas
ü Tasa de Desemplo se redujo de 8.2% en 2009 a 7.6% en 2010 Fuente: CEPAL Comisión Económica para América La<na Muchos Lenguajes, muchas culturas
ü Indice de Alfabe#smo 2010 Hombres: 96.8% Mujeres: 97.4% Fuente: CEPAL Comisión Económica para América La<na Muchos Lenguajes, muchas culturas
ü La#n America y El Caribe, Inversión Extranjera Directa creció 40% en el 2010 comparado con el 2009 Fuente: CEPAL Comisión Económica para América La<na Muchos Lenguajes, muchas culturas
ü La Par#cipación en la Economía Global creció del 5 al 10% Fuente: CEPAL Comisión Económica para América La<na Muchos Lenguajes, muchas culturas
Las Condiciones en las ciudades mas importantes de la región han mejorado Más Centros Educa9vos + poli9cas concretas de educación = mas jovenes bien educados Mejores condiciones sociales Mejor Educación
La#n America con altas expecta#vas y un crecimiento esperado en el negocio de outsourcing
Fuerza de Trabajo Calificada, costos adecuados y afinidad cultural con los paises obje9vo Gracias a
Que procesos o funciones deberian ser tercerizadas?
Informa#on Technology Outsourcing Business Process Outsourcing ITO BPO Que procesos o funciones deberian ser tercerizadas? Knowledge Process Outsourcing KPO
Informa#on Technology Outsourcing I T O SoHware R&D IT Consul9ng Infrastructure Management Applica9on Management. Mul9nacionales y Mul9la9nas con experiencia probada Atendiendo Mercados Domes9cos & Nearshore
Informa#on Technology Outsourcing Business Process Outsourcing ITO BPO Que procesos o funciones deberian ser Tercerizadas? Knowledge Process Outsourcing KPO
B P O Business Process Outsourcing Customer Rela9onship Management (Sales, Marke9ng, Call Centers/Contact Centers) Human Resource Management (Training, Talent Mgmt, Payroll, Recrui9ng) Enterprise Resource Management (F&A, Procurement, Logis9cs, Supply Chain, Document/Content Mgmt) Industry Specific Services (BFSI, Manufacturing, Telco, Energy, etc.) Atendiendo Mercado Domes9co, Offshore & Nearshore
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Market Engineering Measurements (Latin America) Measurement Name Market age Base year revenues Potential revenues (maximum future market size) Off shore revenues Potential off shore revenues (maximum future market size) Compound annual growth rate (revenues) Compound annual growth rate (positions) Total outsourced positions in base year Percent of revenues by type of service in 2009 Potential percent of revenues by type of service in 2015 Market concentration (% of base year market controlled by top 3 companies) Measurement Growth stage $7,539.0 million $13,120.0 million $1,628.0 million $3,163.0 million 9.7% 9.6% 372,873 Inbound: 64.9% Outbound: 26.1% Back Office/Others: 9.0% Inbound: 63.5% Outbound: 23.2% Back Office/Others: 13.3% 41.4% Trend Increasing Increasing Increasing Increasing Increasing Increasing Increasing Increasing Increasing Back Office/Others Share Stable Decreasing Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Impact of Top Industry Challenges (Latin America), 2010-2015 Challenge 1-2 Years 3-4 Years 5-6 Years Providers look for ways to expand and deepen existing client relationships High High High Providers must continually improve efficiencies in order to compete on acost basis, while clients demand consistently high quality interactions High High Medium Continued uncertain economic conditions in the developed world pose some threats to the growth of offshoring services from Latin America High Medium Medium Transforming the contact center environment from a cost-focus to a profit-focus Medium Medium Medium Outsourcers' ability to clearly articulate newest technologies and social networking tools to improve client satisfaction Medium Medium Medium Meeting security compliance programs, network upgrades, and industry Certifications (ISO, COPC, and PCI) Medium Medium Low Source: Frost & Sullivan
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Market Drivers Ranked in Order of Impact (Latin America), 2010-2015 Rank Driver 1-2 Years 3-4 Years 5-6 Years 1 Rising demand for value-added services and increasing levels of quality interactions to achieve higher customer satisfaction High High High 2 Increasing pressure on profit margins and global economic climate drives high client demand for customer care cost savings High High Medium 3 Faster recovery and economic growth in Latin America opens markets for contact center servicing, sales and debt collection High Medium Medium 4 Outsourcers' ability to provide a fully integrated suite of end-to-end services Medium Medium High 5 Greater overall market acceptance of contact center/customer interaction. outsourcing Medium Medium Medium 6 Government policies directed toward promoting investments in contact center outsourcing Medium Low Low Source: Frost & Sullivan
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Market Restraints Ranked in Order of Impact (Latin America), 2010-2015 Rank Restraint 1-2 Years 3-4 Years 5-6 Years 1 Fierce competition at the regional and global level reduces prices and revenues. High High High 2 Traditional end-user concerns over risk and loss of operational control High High Medium 3 Slow economic recovery in United States and Europe translates to lower existing client call volumes and poses risk of slower growth for offshore services High Medium Medium 4 Companies with large domestic call center investments adopting a "wait-andsee" approach to outsourcing expansion High Medium Medium 5 Rise in protectionist sentiment about off shoring jobs in North America and Europe Medium Low Low 6 Perceived client concerns over consumer information privacy and data security Low Medium Medium Source: Frost & Sullivan
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Percent of Revenues by Origin (Latin America), 2009-2015 21.6% 21.2% 21.7% 22.2% 22.7% 23.4% 24.1% 78.4% 78.8% 78.3% 77.8% 77.3% 76.6% 75.9% 2009 2010 2011 2012 2013 2014 2015 Domes<c Revenues Off shorerevenues Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Market Status per Sub-region and countries (Latin America) Market Status Market stage Number of competitors Market share of top five competitors Number of positions Central American Argentina Increasing Above 401 Brazil Increasing Above 302 Caribbean Increasing Above 451 Chile Increasing Above 251 Colombia Increasing Above 251 Mexico Increasing Above 403 Peru Increasing Above 151 59% 72% 49% 54% 57% 54% 76% 31,468 162,026 50,614 14,831 37,675 64,035 12,224 Most representative segments Telecom and BSFI Telecom and BSFI Telecom and BSFI Telecom and BSFI Telecom and BSFI BSFI and Telecom Telecom and BSFI Short-term opportunities Domestic market Domestic market Offshore market Offshore market Offshore market Domestic & Offshore market Offshore market Overall assessment of the market status Low-medium opportunities Medium-high opportunities Medium opportunities Low-medium opportunities Medium-high opportunities Low-Medium opportunities High opportunities 1: In Argentina, CaCar, Chile, Colombia, and Peru, only those participants that account for over 100 positions were considered. 2: In Brazil, only those participants that account for over 1,000 positions were considered. 3: In Mexico, only those participants that account for over 500 positions were considered. Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan
Market Engineering Measurements (Contd ) B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Market Engineering Measurements (Peru), 2009 Measurement Name Market age Revenues Potential revenues (maximum future market size) Offshore revenues Potential offshore revenues (maximum future market size) Compound annual growth rate (Revenues) Compound annual growth rate (Positions) Outsourced positions Percent of revenues by service type Potential percent of revenues by service type (2015) Market concentration (percent of base year market controlled by top three competitors) Measurement Growth stage $171.0 million $393.7 million $71.2 million $228.7 million 14.9% 14.1% 12,224 Inbound: 50.2% Outbound: 42.0% Back Office/Others: 7.8% Inbound: 54.0% Outbound: 35.5% Back Office/Others: 10.5% 64.4% Trend Increasing Increasing Increasing Increasing Increasing Increasing Increasing Increasing Increasing Decreasing Increasing Stable Stable Increasing Decreasing Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 17
Trends in Outsourcing Services (Contd ) B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Percent of Activities by Contact Center Medium Type (Peru), 2009 Voice 95.2% Note: Others include SMS, Fax and others. Others 1.4% e-mail 2.1% Web Collaboration and Chat 1.3% Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 45
Market Forecasts - Peru B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Revenue Forecasts (Peru), 2009-2015 Revenues ($ Million) 450.0 400.0 350.0 300.0 250.0 200.0 150.0 100.0 50.0 18.0% 15.0% 12.0% 9.0% 6.0% 3.0% Revenue Growth Rate Revenues ($ Million) 0.0 Revenue Growth Rate 2009 171.0 2010 194.1 13.5% 2011 223.2 15.0% 2012 258.9 16.0% 2013 299.0 15.5% 2014 343.9 15.0% 2015 393.7 14.5% 0.0% Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 36
B P O Market Forecasts - Peru (Contd ) Business Process Outsourcing Contact Center Outsourcing Services Market: Percent of Revenues by Origin (Peru), 2009-2015 41.7% 43.7% 46.6% 49.9% 52.7% 55.6% 58.1% 58.3% 56.3% 53.4% 50.1% 47.3% 44.4% 41.9% 2009 2010 2011 2012 2013 2014 2015 Year DomesticRevenues OffshoreRevenues Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 37
B P O Market Forecasts - Peru (Contd ) Business Process Outsourcing Contact Center Outsourcing Services Market: Forecasts for Domestic Revenues (Peru), 2009-2015 Revenues ($ Million) 180.0 160.0 140.0 120.0 100.0 80.0 60.0 40.0 20.0 14.0% 12.0% 10.0% 8.0% 6.0% 4.0% 2.0% Revenue Growth Rate 0.0 Revenues ($ Million) Revenue Growth Rate 2009 99.8 2010 109.3 9.5% 2011 119.1 9.0% 2012 129.8 9.0% 2013 141.5 9.0% 2014 152.8 8.0% 2015 165.0 8.0% 0.0% Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 38
B P O Trends in Outsourcing Services (Contd ) Business Process Outsourcing Contact Center Outsourcing Services Market: Outsourced Position Forecasts (Peru), 2009-2015 Year 2009 2010 2011 2012 2013 2014 2015 CompoundAnnual Growth Rate (2009-2015) Outsourced Positions 12,224 14,457 17,020 19,573 22,117 24,550 27,005 Outsourced Position Growth Rate (%) -- 19.0 17.0 15.0 13.0 11.0 10.0 14.1% Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 43
ypes of Services (Contd ) B P O Year 2009 Business Process Outsourcing Contact Center Outsourcing Services Market: Revenue Forecasts by Service Type (Peru), 2009-2015 Back Inbound Outbound Office/Others ($ Million) ($ Million) ($ Million) 85.8 71.8 13.4 2010 100.0 78.6 15.5 2011 116.1 88.2 18.9 2012 135.9 99.7 23.3 2013 158.5 112.1 28.4 2014 184.0 125.5 34.4 2015 212.6 139.8 41.3 CompoundAnnual Growth Rate (2009-2015) 16.3% 11.7% 20.7% Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 51
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Percent of Revenues by Service Type (Peru), 2009-2015 Year Inbound (%) Outbound (%) Back Back Office/ Others (%) 2009 50.2 42.0 7.8 2010 51.5 40.5 8.0 2011 52.0 39.5 8.5 2012 52.5 38.5 9.0 2013 53.0 37.5 9.5 2014 53.5 36.5 10.0 2015 54.0 35.5 10.5 Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 52
Types of Services (Contd ) B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Percent of Revenues by Services Provided (Peru), 2009 Sales 39.9% Customer Care, Retention, and Acquisition 40.2% Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 55
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Forecasts for Offshore Revenues (Peru), 2009-2015 Year Revenues ($ Million) Revenue Growth Rate (%) Revenue Share in the Market (%) 2009 71.2 -- 41.7 2010 84.8 19.1 43.7 2011 104.1 22.7 46.6 2012 129.1 24.0 49.9 2013 157.5 22.0 52.7 2014 191.1 21.3 55.6 2015 228.7 19.7 58.1 CompoundAnnual Growth Rate (2009-2015) 21.5% Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 60
B P O Business Process Outsourcing Contact Center Outsourcing Services Market: Percent of Offshore Revenues by Origin (Peru), 2009-2015 29.0% 28.0% 27.0% 26.5% 26.0% 25.5% 25.0% 68.8% 70.0% 71.0% 71.5% 72.0% 72.5% 73.0% 2.2% 2009 2.0% 2010 2.0% 2011 2.0% 2012 2.0% 2013 2.0% 2014 2.0% 2015 Year The United States Spain Latin America Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan N90C-76 62
Informa#on Technology Outsourcing Business Process Outsourcing ITO BPO Que funciones o procesos deberian ser tercerizados? Knowledge Process Outsourcing KPO
Knowledge Process Outsourcing K P O Investment / Business research services Data Analy<cs & Market research Legal process outsourcing Business opera<ons support, analy<cs & management Atendiendo Mercados Domes9cos & Nearshore
Outsourcing en La#n America Podemos afirmar que trabajamos en las diferentes disciplinas existentes Pero, Que tan compe##vos somos?
El Mercado Global de Outsourcing presenta un comportamiento dinámico en los úl#mos años. FUENTE: DUKE CGGC (MARZO 2010) CON DATOS DEL OECD Average anual growth per segments (%) 2005 2010. Revenue per segments (USD billones) 2005 2010. 60 58% 200 31,0 50 40 150 58,8 30 26% 25% 100 20 50 93,1 10 0 ITO BPO KPO 0 2005 2010P
Global Market ITO & BPO Players 100 80 35% 100 80 4% 5% 6% 15% 60 60 27% 40 65% 40 20 20 65% 0 ITO 0 BPO La par#cipación de La#n America es solamente 6% del Mercado Global FUENTE: EVEREST RESEARH INSTITUTE, McKINSEY GLOBAL INSTITUTE, NASSCOM STRATEGIC REVIEW 2007
Que es lo que una Empresa Extranjera busca en La#n America?
Que es lo que una Empresa Extranjera busca en La#n America? ü El precio ADECUADO ü AMBIENTE adecuado de negocios ü CALIDAD y Habilidades Capital Humano Cer9fica9ones ü MADUREZ en la Industria
EL Futuro de La#n América
El potencial esta en: Localización Privilegiada Disponibilidad de Talento Espiritu Innovador y Compe99vo
A.T. Kearney Global Services Location Index Country Rank Financial Attractiveness People Skills and availability Business environment Talent Score 2007 2009 2011 2007 2009 2011 2007 2009 2011 2007 2009 2011 2007 India 1 1 1 3.22 3.13 3.11 2.34 2.48 2.76 1.44 1.30 1.14 7.00 Brazil 5 12 12 2.64 2.18 2.02 1.78 1.83 2.07 1.47 1.37 1.38 5.89 Chile 7 8 10 2.65 2.41 2.44 1.18 1.20 1.27 1.93 1.37 1.82 5.76 Philippines 8 7 9 3.26 3.19 3.18 1.23 1.17 1.31 1.26 1.24 1.16 5.75 Mexico 10 11 6 2.63 2.48 2.68 1.49 1.50 1.60 1.61 1.45 1.44 5.73 Uruguay 22 36 41 2.95 2.46 2.42 0.98 1.00 0.91 1.54 1.43 1.42 5.47 Argentina 23 27 30 2.91 2.47 2.45 1.30 1.34 1.58 1.26 1.21 1.09 5.47 Jamaica 32 24 33 2.83 2.77 2.81 0.96 0.79 0.72 1.49 1.49 1.34 5.29 Costa Rica 34 23 19 3.00 2.67 2.84 0.86 0.89 0.94 1.36 1.50 1.56 5.22 Panama 41 43 34 2.88 2.48 2.77 0.75 0.70 0.72 1.40 1.40 1.49 5.02 Colombia n.s. n.s. 43 n.s. n.s. 2.34 n.s. n.s. 1.20 n.s. n.s. 1.18 n.s. Source: A.T. Kearney Global Services Location Index, 2007, 2009, 2011. 2009 6.91 5.39 5.50 5.60 5.43 4.89 5.02 5.06 5.07 4.58 n.s. 2011 7.01 5.48 5.52 5.65 5.72 4.75 5.12 5.01 5.34 4.98 4.72
Hedrick & Struggles. Mapping talent in La<n America. The Economist Intelligence Unit. Talent Index 2013 Colors on the map represent Talent Index ranking in 2013 for each one of the 10 La9n Countries.
High quality educazon in Science and MathemaZcs in LaZn America, 2010 Source: IMD World Compe<<veness, 2010. Ranking among 57 countries. World Economic Forum, Execu<ve Opinion Survey 2008, 2009
Disponibilidad de Mano de Obra Competente, 2010 Source: IMD World Compe<<veness, 2010. Ranking among 57 countries.
LaZn America Comparada Source: IMD World Compe<<veness, 2010. Ranking among 57 countries.
LaZn America Comparada Source: World Economic Forum Compe<<veness Index, 2011-2012.
Que deberiamos hacer desde America La#na?
ü Construir procesos REALES Gobierno - Compañías - Comunidad
ü Promover Oportunidades Sociales
Copyright 2011 IAOP. All Rights Reserved. ü Mejoramiento de las condiciones del Mercado Be`er Doing Business Ventajas Economicas
ü Estrategia de PERCEPCION
La#n America, #erra de oportunidades GRACIAS
Taller Outsourcing en Perú
Taller Outsourcing en Perú Fuerzas de la Industria Suplidores, Accionistas, Compe<dores, Nuevos actores, Productos y Servicios Sus<tutos Tendencias Claves Regulatorias, Tecnológicas, Societarias y Culturales, Socioeconómicas Fuerzas Macroeconómicas Condiciones Globales, Mercado de Capitales, Infraestructura Económica Fuerzas del Mercado Segmentos, Necesidades y Demandas, Eventos, Switching Costs, Ingresos
Nearshore La Ubicación Correcta en la Estrategia del Outsourcing Global Mauricio A. Velásquez, Consultor Empresarial COP ( Cer<fied Outsourcing Professional IAOP ) m.velasquez@etb.net.co Lima, Octubre 13 de 2011 www.iaop.org