| The Mexico Call Center Report offers strategic guidance and detailed decision making cost estimates and economic handlers to corporate buyers, vendors, investors and executives about how to compare and evaluate Mexico City, Guadalajara, Monterrey, Puebla, Tijuana, León, Toluca, Ciudad Juaréz, Torreón and San Luis Potosí for site selection and investment. The 10 cities
responsible for 70% of contact center BPO activity in
Mexico are fully evaluated.
The report highlights that with a 60% market share in
Spanish agents, Mexico provides the largest number of
customer care agents serving the Spanish world; has Latin
America’s second largest agent population of over 150,000, provides over 33,000 bilingual agents serving U.S. customers and creates jobs for close to 1 million workers associated with the industry. Over 200,000 agents are projected by the end of 2007.
Zagada finds, however, that the country faces a number
of internal and external challenges. !e key challenges include relatively higher wages and real estate prices, high levels of software and intellectual property costs, and the need to generate more successful locally grown companies. While FDI flows are increasing, existing political tensions and social unrest negatively affective the country’s perception score. Additionally, Argentina, Central America, and the Dominican Republic offer effective competition.
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