This analysis presents a broad overview of the business process outsourcing (BPO) industry demand for English proficiency for call volumes originating from the United States. It highlights the key industry megatrends. This industry analysis will provide an understanding of the background, megatrends and context for creating successful next-generation contact centers in the nearshore region.

Frost & Sullivan defines “Nearshore” in the following way: Nearshore means routing voice calls, automated responses, chat, text, email or other communications – from the United States and Canada – to delivery sites in Mexico, the Caribbean, Central America and South America.

• How are the nearshore contact centers leveraging bilingual (English and Spanish) capabilities to accelerate sales in the U.S. Hispanic industry?
• What growth opportunities arise for nearshore service providers as they offer time zone alignment, travel proximity, bilingual talent, and technical expertise?
• How are blended delivery models and English proficiency creating new growth avenues for customer experience (CX) outsourcing in the nearshore BPO landscape?