墨西哥、中美洲、加勒比海各國客服中心之外包服務市場（2010年）

本報告為，調查墨西哥、中美洲、加勒比海各國客服中心之外包服務市場，並分析匯整產業趨勢、市場需求預測、國內及國外市場趨勢、境外市場等，以下列摘要形式闡述。

第1章 實施概要

第2章 市場概要

• 市場概要
• 市場工程評估
• 傳輸及僱用模式
• 產業課題
• 市場驅力
• 市場阻力

第3章 市場分析及預測

• 目前市場概況
• 市場預測

第4章 外包服務

• 外包服務趨勢
• 服務種類

第5章 境外之外包

• 墨西哥之境外市場
• 中美洲、加勒比海各國之境外市場

第6章 競合環境

• 競合結構
• 競合結構分析
• 市場佔有率分析

第7章 關於Frost & Sullivan

Abstract

This study examines the trends in the contact center outsourcing services markets in Mexico and Central America and the Caribbean and forecasts the market demand. It provides an extensive coverage of the services delivered both in each of the local markets and those provided from these countries to others overseas. This study shows the data for outsourcing offshore services alone, thereby excluding those offshore operations inhouse. In this study, revenues have been defined as those received by outsourcing companies for the provision of customer-agent interaction services in Mexico and Central America and the Caribbean.

Table of Contents

1. Executive Summary

2. Market Overview

• 2.1. Market Overview
• 2.2. Market Engineering Measurements
• 2.3. Delivery and Staffing Models
• 2.4. Industry Challenges
• 2.5. Market Drivers
• 2.6. Market Restraints

3. Market Analysis and Forecasts

• 3.1. Current Market Scenario
• 3.2. Market Forecasts

4. Outsourcing Services

• 4.1. Trends in Outsourcing Services
• 4.2. Types of Services

5. Offshore Outsourcing

• 5.1. Mexican Offshore Market
• 5.2. Central American and the Caribbean Offshore Market

6. Competitive Environment

• 6.1. Competitive Structure
• 6.2. Competitive Structure Analysis
• 6.3. Market Share Analysis

7. About Frost & Sullivan

List of Figures

• Contact Center Outsourcing Services Market: Impact of Top Industry Challenges (Mexico and Central America and the Caribbean), 2010-2015
• Contact Center Outsourcing Services Market: Market Drivers Ranked in Order of Impact (Mexico and Central America and the Caribbean), 2010-2015
• Contact Center Outsourcing Services Market: Market Restraints Ranked in Order of Impact (Mexico and Central America and the Caribbean), 2010-2015
• Contact Center Outsourcing Services Market: Revenue Forecasts (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Revenue Forecasts (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Outsourced Position Forecasts (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Outsourced Position Forecasts (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Percent of Revenues by Service Type (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Revenues by Service Type (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Percent of Revenues by Service Type (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Revenues by Service Type (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Forecasts for Offshore Revenues (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Offshore Service Revenues (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Competitive Structure (Mexico), 2009
• Contact Center Outsourcing Services Market: Competitive Structure (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Tier of Competition (Mexico), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Tier of Competition (Central America and the Caribbean), 2009

LOC:

• Contact Center Outsourcing Services Market: Market Engineering Measurements (Mexico), 2009
• Contact Center Outsourcing Services Market: Market Engineering Measurements (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Revenue Forecasts (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Percent of Revenues by Origin (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Forecasts for Domestic Revenues (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Percent of Revenues by Provider Type (Mexico), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Major Industry Vertical (Mexico), 2009
• Contact Center Outsourcing Services Market: Revenue Forecasts (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Percent of Revenues by Origin (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Forecasts for Domestic Revenues (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Provider Type (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Major Industry Vertical (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Percent of Activities by Contact Center Medium Type (Mexico), 2009
• Contact Center Outsourcing Services Market: Percent of Activities by Contact Center Medium Type (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Interaction Channel Type (Mexico), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Interaction Channel Type (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Services Provided (Mexico), 2009
• Contact Center Outsourcing Services Market: Percent of Revenues by Services Provided (Central America and the Caribbean), 2009
• Contact Center Outsourcing Services Market: Forecasts for Offshore Revenues (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Percent of Offshore Revenues by Origin (Mexico), 2009-2015
• Contact Center Outsourcing Services Market: Forecasts for Offshore Revenues (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Percent of Offshore Revenues by Origin (Central America and the Caribbean), 2009-2015
• Contact Center Outsourcing Services Market: Company Market Share by Revenues (Mexico), 2009
• Contact Center Outsourcing Services Market: Company Market Share by Revenues (Central America and the Caribbean), 2009