Offshoring production and services is changing business models in many industries. Many
manufacturing sectors and more recently service sectors are moving their plants or
installations abroad, to affiliates or third-party companies in developing countries. This
movement is also happening in the call center industry since India is the destination for many
call centers, Brazil as well as presents good perspectives based on its multicultural society and
the stage of the Brazilian call center industry. To understand and identify the potential
capabilities and opportunities in this industry, a survey was carried out sampling 114 call
centers located in Brazil. The main data shows the competitiveness of Brazil along with other
emerging countries. Offshoring call centers are on the way up and Brazil has the capability to
be a great player as the presented cases show. Results obtained from the survey demonstrate
that Brazilian call centers are in the initial stage of internationalization, but that can change
very quickly because the main infrastructure and human resources already exist and can be
readied based on the technologies and competencies to serve international markets.
