According to data from the Frost and Sullivan report, the local market for contact center services will grow at high rates over the next three years. Paraguay is the destination that emerges among other markets in Latin America. The geographical and legislative benefits and the great capacity of human resources are the characteristics that are most appreciated in the sector.
Economic, monetary, legal and political stability is one of the most valued requirements by companies when choosing a country to establish operations. Paraguay stands out in this aspect in Latin America, says part of the study prepared by the consulting firm Frost and Sullivan for the Paraguayan Chamber of Contact Center and BPO (CAPACC).
The highest growth in revenue volume in the sector in Paraguay is expected to occur at the end of 2022 with 27.4%, compared to 2021, where the contact center and BPO business had a growth percentage of 17.9% .
The growth of the sector in 2021 was leveraged by the domestic market, at the end of this year 2022 and subsequent years it is expected that the positive results will be due more to the demand for services abroad. So far, Paraguay exports services to Argentina, Chile, Brazil, Uruguay, Colombia and Spain.
“The external market for contact center services is expected to grow significantly from 2022 to 2024, leveraged by markets other than Argentina and Chile. Paraguay emerges as one of the countries that will have the most significant growth in the area and in the region”, says part of the report carried out within the framework of the campaign to promote Paraguay as an exporter of contact center and BPO services, financed by the Red of Imports and Exports (Rediex).
The context of the pandemic changed the behavior of consumers and companies that are now more digital. 69% of consumers are willing to interact with a bot to solve simple problems. Today, the context and urgency dictate the channel of choice. Inquiries via messaging apps increased by 46% in 2021.
In this sense, Oscar Piris, president of the CAPACC, pointed out that the results of this 2022 will be even more auspicious, with the expectation of increasing the service export quota “Made in Paraguay” in the region.
“We are working with companies in the sector on a promotion program to increase visibility in the region and other potential destinations,” said Piris.
Regarding the number of jobs, Paraguay will go from 3,553 jobs in the sector in 2020 to 7,815 jobs by 2024, according to estimates by Frost Sullivan, which will mean a growth of 26.8% in the employment rate.
