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市場調查報告書
中美電話客服中心報告：2007 年版
Central America Call Center Report 2007
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中美電話客服中心報告：2007 年版 是由出版商Zagada Markets, Inc.在2006年05月所出版的。
這份英文市場調查報告書包含55+ Pages 價格從美金2895起跳。
重點研究美國、加勒比海地區事業拓展、企業合作、策略與革新、建構企業理念、創造成長與新收益的專業公司 Zagada Markets, Inc.（總公司：美國佛羅里達州），調查分析了中美電話客服中心後，出版了一本綜合報告書"Central America Call Center Report 2007"。
報告書將調查地區與國家分類為成熟、競爭、新興等市場部門，內容包括：市場推進力、課題、各國市場優勢、長期觀察、各地區打入市場的策略等等，內容綱要摘記如下：
第1章 摘要
第2章 主要調查結果
第3章 市場評價
- 前言
- 市場部門分析
- 中美加勒比海沿岸各國與拉丁美洲各國
- 策略性課題
- 政策與經濟分析
- 結論
第4章 中美鄰近各國的 Metacare™
- 前言
- 沿岸各國的 Metacare™
- 文化性嗅覺敏銳
- 7 個 SHELL™
- 資訊管理員：Sphaero Alliance
- 結論
第5章 重要文件
- CAFTA-DR Trade Legislation
- TREATY 設立 Caribbean Community （CARICOM）
- CaribbeanBasinOS™－形成看法
- Digital GNP™
第6章 附錄
- 有關 Sphaero Alliance
- 中美與加勒比海地區主要的光纖網路
- 定義
圖
- 各成長狀況市場部門分類
- 公司、人數、工作站
- 公司市佔率
- 中心數量
- 中美 TI 率（美金）
- 日薪率
- Terciary Institutions
- 各地區經濟成長預測（GDP）
- 文化敏銳度與客戶關心傳達度
表
- 中美企業評價指標（美金）
- 沿岸與內陸各國競爭評估指標
- 7 個 SHELL 的客戶關心傳達度
Abstract
Introduction
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.
Scope
Provides a categorization of the region into three growth segments - Maturing
(Panama, Costa Rica), Contending (El Salvador, Guatemala) and Emerging
(Nicaragua, Honduras, Belize) from a quality provisioning perspective. Sizes
the contact center market by number of domestic and internationally focused
agent positions and operators in Central America from 2006 to 2007. Offers
strategic recommendations to firms and outsourcers on how to capitalize on the
Central America marketplace through the SphaeroAlliance.
Highlights
- Central America domestic and internationally focused agents positions
total in excess of 21,000 and will increase to 40,000 by the end of 2007.
- Overall annual growth in agent positions will increase by an average of
38% over the next 24 - month period.
- Key challenges facing the Central America Nearshore market include
competition from neighboring nearshore markets, increasing bilingual agent
density provision, and the need to increase economic growth rates.
Key reasons to Purchase report
- Gain a full understanding of the key drivers and challenges defining the
Central America call center nearshore market.
- Identify the strengths and long-term prospects of each country in the
Central America nearshore market.
- Develop a Central America entry strategy by understanding the advantages
and challenges of each country as a nearshore outsourcing destination suited
to your needs.
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-TM
- Introduction
- Nearshore Metacare-TM
- Cultural Domain Acuity
- Seven SHELL-TM
- Sphaero Alliance as Sourcing Concierge
- Summary Conclusion
V. List of Key Documents
- CAFTA-DR Trade Legislation
- TREATY establishing the Caribbean Community (CARICOM)
- CaribbeanBasinOS-TM - Shaping Perception
- Digital GNP-TM
VI. Appendices
- The Sphaero Alliance
- Key Central America & Caribbean Fiber Network
- Definitions
List of Figures
- Figure 1 Segment Categorization by Growth
- Figure 2 Agents, Seats and Workstations
- Figure 3 Percentage Share of Agents
- Figure 4 Number of Centers
- Figure 5 Central America TI Rates ($US)
- Figure 6 Daily Wage Rates (%US)
- Figure 7 Terciary Institutions
- Figure 8 Regional Projected Economic Growth (GDP)
- Figure 9 Cultural Acquity and Care Delivery Rating
List of Tables
- Table 1 Central America Comparative Evaluation Index ($US)
- Table 2 Nearshore & Offshore Comparative Evaluation Index
- Table 3 Seven SHELL Customer Care Rating
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