Abstract
Overview
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 2008 to 2010. Offers
strategic recommendations to firms and outsourcers on how to capitalize on the
Central America marketplace through the Sphaero Alliance and the Zagada
Exchange.
Highlights
- Central America domestic and internationally focused agents positions has
doubled from 21,000 in 2006 to to 42,000 in 2008, to exceed 80,000 by 2010.
Centers have grown from 164 to 274 between 2006 to 2008.
- Overall annual growth in agent positions will increase by an average of
41% 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.
The Authors
This report was researched and written by a Zagada team lead by Philip
Dickenson Peters. Estuardo Robles played a lead role in the research and
review process. Suvradeep Bhattacharjee contributed with editorial input.
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
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