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Central America Contact Center & BPO Report 2010

Published by: Zagada Markets, Inc.

Published: Aug. 1, 2009 - 52 Pages


Table of Contents


I. EXECUTIVE SUMMARY

II. MAIN FINDINGS

Methodology

Overall Growth

Vendor Analysis

Performance Analysis

a. Internal Drivers

b. External Drivers

Summary Conclusion

III. MARKET ASSESSMENT

Introduction

Segment Analysis

Central American Nearshore vs Offshore,

Caribbean & Latin America

Strategic Challenges

Political & Economic Analysis

Summary Conclusion

IV. CENTRAL AMERICA NEARSHORE METACARE ™

Nearshore Metacare™ Variables

Cultural Domain Acuity

Service Help Experience Levels Listing (SHELL™)

Sphaero Alliance Zagada Exchange (ZAX) Evolution

Summary Conclusion

V. CASE STUDY

1)- ACS

2)- Transactel

3)- Genpact

V. APPENDICES

Metro Areas in Central America

Key Central America and Caribbean Fiber Network

The ARCOS SYSTEM

SUBMARINE CONNECTIVITY

Definitions

List of Figures

Figure1. Agent/BPO Worker, Seat and Work Station

Figure 2. Central America Segment Categorization by Growth (%)

Figure 2a. Agents/BPO Worker Growth 2007 -2010

Figure 3. Percentage Shaere of Agents and BPO Workers

Figure 3a. Bilingual Agent Profile

Figure 4. Number of Centers & BPOs

Figure 5. Central America Nearshore T1 Rates ($US)

Figure 6. Daily Wage Rates ($US)

Figure 7.1 Tertiary institutions and Graduation Density (Annual Graduates)

Figure 7.2 Tertiary institutions and Graduation Density (Number of Institutions)

Figure 7.3. Bilingual Graduates (%)

Figure 8. Regional Projected Economic Growth Rate 2010 (GDP)

Figure 9. Zagada Cultural Domain Acuity Model (CDAM™)

List of Tables

Table 1. Central America Comparative Evaluation Index ($US)

Table 2. Nearshore - Offshore Comparative Evaluation Matrix

Table 3. Seven SHELL Customer Care Rating

Abstract

This report on the Central America Contact Center market complements the Zagada Institute’s earlier published Caribbean Call Center Report and evaluates the advantages of Central America in relationship to the Dominican Republic, Mexico and Argentina in the nearshore, and India and the Philippines in the offshore markets. Site location costs and vendor capabilities are evaluated from the backdrop of telecommunication, political and bilingual agent education preparedness. The key challenges facing the Central America call center industry are outlined and gives U.S. and international companies a key sourcing and executive briefing document on the region.

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