加勒比及中美(CCA)各國的BPO及客服中心市場:2012年 是由出版商Zagada Markets, Inc.在2011年11月所出版的。
這份英文市場調查報告書價格從美金3895起跳。
加勒比海及中美(CCA)各國BPO人力資源及代理工作在2011年末達到12萬5000人，一般預計到2012年將超過15萬人。再者，今後透過服務的收入將超過20億美金，預計將達到超過30億美金的經濟效果。
本報告提供加勒比及中美(CCA)各國的BPO及客服中心市場整體概要，該地區服務全球化（海外）收入、人材的增加、經濟效、企業的M&A（收購合併）活動、該領域政府的活動等相關資料，進行整體概括性分析的同時，亦評估對印度及菲律賓等競爭中的其他海外BPO市場，CCA沿岸地區的優勢，為您概述為以下內容。
第1章 摘要整理及概要
第2章 服務出口收入
第3章 僱用及經濟效果
第4章 企業及投資
第5章 課題及威脅
第6章 摘要及結論
第7章 ZAGADA服務創新模式
第8章 定義
第9章 圖表
Abstract
Overview
This report by the Zagada Institute - the only of its kind - on the Caribbean
and Central America (CCA) Nearshore BPO & Contact Center market - combines for
the first time - a comprehensive and integrated analysis on the region's
service globalization (outsourcing) revenues, talent growth, economic impact,
companies engaged in Mergers and Acquisitions (M&A), governments' activities
in the sector, and scores each of the key markets for its investment
deployment costs and well-being favorability. The report also evaluates the
advantages of the CCA Nearshore region in relationship to key competitive
offshore BPO markets such as India and the Philippines.
Site location costs and service provider capabilities are evaluated from the
backdrop of labor and operations costs, telecommunication, political and
bilingual agent education availability and preparedness. For private equity
and larger provider firms scoping out targets, analysis is presented on the
performance of indigenous emerging and mid-size growth firms with tables
outlining the 15 key M&A transactions totaling US$700 million. The central
risks and challenges facing the CCA Nearshore market are outlined, and give
U.S. and international companies a must - have sourcing and executive briefing
document for making expansion, acquisition or strategic evaluation of the
region.
Scope
Provides a categorization of the CCA Nearshore region into three growth
segments - Maturing (Costa Rica, Panama, Dominican Republic, Jamaica, Puerto
Rico, Barbados), Contending - (Guatemala, El Salvador, Guyana, OECS) and
Emerging (Nicaragua, Honduras, Belize, Trinidad) from a quality provisioning
perspective. Sizes the BPO and contact center market by agent and talent
growth positions and operators from 2009 to 2012. Offers strategic
recommendations to firms, investors and outsourcers on how to capitalize on
the Central America and Caribbean marketplace as a key strategic location.
Highlights
- The CCA BPO work force and agent positions will reach 125,000 by the end
of 2011 and exceed 150,000 by 2012.
- Revenues exceeded US$2 billion creating over US$3 billion in economic
impact.
- Over US$700 billion in M&A transactions over the last 36 months.
- Key challenges facing the CCA Nearshore market include competition from
offshore competitors such as India and the Philippines, the need to increase
and deepen its bilingual - and English ready talent capability, and strengthen
mid-level management operations, and the need to increase government attention
and spending on the sector.
Key reasons to Purchase report
- Gain a detail understanding of the key drivers and challenges defining the
CCA Nearshore market and companies.
- Identify the strengths and long-term prospects of the emerging companies,
and countries in the CCA Nearshore region.
- Develop a CCA Nearshore market entry and acquisition strategy by
understanding companies engaged in the region and the advantages and
challenges of each country as a Nearshore outsourcing destination suited to
your needs.
About Zagada Markets
Zagada is a business development analytics firm. The company provides research, indexes, proprietary rating and tailor-made sourcing, acquisition, service supplier selection advisory services on countries, cities and service suppliers to corporations.
Table of Contents
I. EXECUTIVE SUMMARY & OVERVIEW
II. SERVICE EXPORT REVENUES
III. EMPLOYMENT & ECONOMIC IMPACT
IV. COMPANIES & INVESTMENTS
V. CHALLENGES & THREATS
VI. SUMMARY & CONCLUSION
VII. ZAGADA CARE INNOVATION MODEL
VIII. DEFINITIONS
IX. FIGURES & TABLES
List of Figures
- Figure 1. Caribbean BPO & Agent Density 2009 - 2012
- Figure 2. BPO Worker & Agent % 2010 - 2012
- Figure 3. Number of Companies by Market (2011)
- Figure 3a. Comparative Company Growth 2009-2012
- Figure 4. Nearshore Telecom (T1) Rates 2011
- Figure 5. Average Daily Wage Rates 2011
- Figure 6. Regional Economic Impact 2011 - 2012 (US$$ million)
- Figure 7. Regional Revenues 2011 - 2012 (US$$ million)
- Figure 8. CA BPO & Agent Density 2009 - 2012
- Figure 9. CA BPO Worker & Agent % 2010 - 2012
- Figure 10. CA Companies by Market (2011)
- Figure 10a. CA Comparative Company Growth 2009-2012
- Figure 11. CA Telecom (T1) Rates 2011
- Figure 12. CA Average Daily Wage Rates 2011
- Figure 13. CA Regional Economic Impact 2011 - 2012 (US$$ million)
- Figure 14. CA Regional Revenues 2011 - 2012 (US$$ million)
- Figure 15. CCA Markets Growth Segmentation
- Figure 16. Zagada MetacareTM Framework
List of Tables
- Table 1. Caribbean BPO Worker & Agent Growth 2009 - 2012
- Table 1a - Key Projected Growth Metrics 2012
- Table 2. Caribbean Country Assessment Index 2011
- Table 3. Caribbean Performance Indicators 2011 - 2012
- Table 4. Caribbean Country Cost Comparison (2011)
- Table 5. Nearshore & Offshore Comparison Evaluation Index
- Table 6. Caribbean Cost & Well Being Matrix 2011 (1=Worse, 5= Best)
- Table 7. Caribbean Leading Service Provider Companies 2011
- Table 8. CCA Service Technology Vendor Market Share 2011 (%)
- Table 9. CA BPO Worker & Agent Growth 2009 - 2012
- Table 10. CA Country Assessment Index 2011
- Table 11. CA Performance Indicator 2011 - 2012
- Table 12. Caribbean Country Cost Comparison (2011)
- Table 13. Key CA Projected Growth Metrics 2011
- Table 14. CA Leading Service Provider Companies 2011
- Table 15. CCA Economic Performance Indicator 2011 - 2012
- Table 16. Leading Indigenous and Captive Service Providers 2011
- Table 17. Leading & Emerging Indigenous Service Providers 2011
- Table 18. M&A Transaction Summary 2009-2011
- Table 19. Service Help Experience Level Listing (SHELLTM)
