Changing needs shaping Latin America's contact center industry

Thursday, October 20, 2011

Changes in IT users' habits, security concerns and the need to provide more and better services to clients are among the main issues that will shape the contact center industry in Latin America, executives told BNamericas.

According to Patricio Cáceres, commercial manager with e-Contact, a Chilean IT solutions provider for the contact and call center industry, increased use of social networks, chat services and SMS has obliged contact centers to react.

Multichannel contact centers, though considered an opportunity, require a well-thought-out strategy to fully harness their potential, and business intelligence might be the answer, Cáceres said.

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IT consultancy firm Frost & Sullivan's research manager Juan Manuel González agrees with the multichannel trend, seen equally in all countries in Latin America. However, he also highlighted some security and cost concerns in markets that have traditionally been attractive for contact center outsourcing.

González expressed concern over instability in countries like Mexico and Guatemala, as well as cost issues in Argentina, deeply affected by sustained inflation - hardly favorable for the industry.

Though social media has opened opportunities for contact centers, implementing a strategic plan is key so that this new channel does not become another reason for clients to complain about poor service, US call center technologies provider Interactive Intelligence's senior director of solutions marketing, Tim Passios, said.

In that sense, real-time speech analytics provides a powerful tool to support contact center's efforts to provide a high quality service and retain customers.

The full interview with Cáceres, González and Passios will be published in this week's IT Perspectives, for subscribers only.