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The Global Offshore Cost Assessment - Beyond Wages

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2005
Product Code: R313-11188
Description
Introduction
Offshore investors focus on the savings made by moving operations abroad but hidden costs and other risks can complicate this decision. This report compares and contrasts traditional and emerging offshore and nearshore locations.

Scope
Contact center costs in Argentina,Brazil,Canada,Chile,Hong Kong,Hungary, India,Malaysia,Mexico,Philippines,Poland,Singapore and South Africa
Average cost allocation for taxes, foreign exchange, benefits and telecommunications & technology
Market overview of key regional and national trends
Strategic recommendations on how best to manage offshore contact center costs over the long term
Highlights
Chile is the lowest priced offshore contact center market, followed by Argentina and Brazil

Canada and South Africa are among the most expensive offshore contact center destinations, due to commercial affinity with the US and UK, as well as excellent English language skills

Key costs for contact center investors to consider include exchange rates and property, both of which can be volatile in many growing offshore economies

Reasons to Purchase
Understand the current state of costs in major offshore markets
Learn about cost trends within key emerging and mature economies
Identify developing offshore destinations to broaden the scope of offerings
Table of Contents
TABLE OF CONTENTS

CHAPTER 1 INTRODUCTION 10

What is this report about? 10

Who is the target reader? 10

CHAPTER 2 MARKET CONTEXT 11

Introduction 11

Offshore contact centers - prices and costs 11

CHAPTER 3 ARGENTINA 13

Introduction 13

Telephony and technology 13

Salaries and benefits 13

Property Costs 14

Exchange rate and taxation costs 14

CHAPTER 4 BRAZIL 16

Introduction 16

Telephony and technology costs 16

Salaries and benefits 16

Property costs 17

Exchange rate and taxation costs 17

CHAPTER 5 CANADA 19

Introduction 19

Telephony and technology 19

Salaries and benefits 19

Property costs 20

Exchange rate costs 20

CHAPTER 6 CHILE 22

Introduction 22

Telephony an technology 22

Salaries 22

Property costs 23

Exchange rate and taxation costs 23

CHAPTER 7 EGYPT 25

Introduction 25

Telephony and technology 25

Salaries and benefits 25

Property costs 26

Exchange rate and taxation costs 26

CHAPTER 8 HONG KONG 28

Introduction 28

Technology and telephony costs 28

Salaries and benefits 28

Property cost 29

Exchange rate and taxation costs 29

CHAPTER 9 HUNGARY 31

Introduction 31

Telephony and technology costs 31

Salaries and benefits 31

Property cost 32

Exchange rate and taxation costs 32

CHAPTER 10 INDIA 34

Introduction 34

Technology and telephony 34

Salaries and benefits 34

Property costs 35

Exchange rate and taxation costs 35

CHAPTER 11 MALAYSIA 37

Introduction 37

Telephony and technology costs 37

Salaries and benefits 37

Property 38

Exchange rate and taxation costs 38

CHAPTER 12 MEXICO 40

Introduction 40

Telphony and technology costs 40

Salaries and benefits 40

Property costs 41

Exchange rate and taxation costs 41

CHAPTER 13 PHILIPPINES 43

Introduction 43

Telephony and technology 43

Salaries and benefits 43

Property cost 44

Exchange rate and taxation costs 44

CHAPTER 14 POLAND 46

Introduction 46

Telephony and technology 46

Salaries and benefits 46

Property costs 47

Exchange rate and taxation costs 47

CHAPTER 15 SINGAPORE 48

Introduction 48

Telephony and technology costs 48

Salaries and benefits 48

Property costs 49

Exchange rate and taxation cost 49

CHAPTER 16 SOUTH AFRICA 51

Introduction 51

Telephony and technology 51

Salaries and benefits 51

Property costs 52

Exchange rate and taxation costs 52

CHAPTER 17 STRATEGIC RECOMMENDATIONS 54

Introduction 54

1. Analyze cost elements most critical to offshore 54

2. Take appropriate action to lower costs 54

3. Seek diversification opportunities 55

CHAPTER 18 APPENDIX 56

Future readings 56

SPP writing team 56

How to contact experts in your industry 57





LIST OF TABLES

Table 1: Offshore contact center costs, 2005 11

Table 2: Offshore contact center costs, 2005 (Cont’d) 12

Table 3: Offshore contact center fully-loaded price for inbound voice-based agent, 2005 ($US) 12

Table 3: Argentinean contact center wages, 2005 14

Table 4: Brazilian contact center wages, 2005 17

Table 5: Canadian contact center salaries, 2005 20

Table 6: Chilean contact center wages, 2005 23

Table 7: Egyptian contact center wages, 2005 26

Table 8: Hong Kong contact center wages, 2005 29

Table 9: Hungarian contact center wages, 2005 32

Table 10: Indian contact center wages, 2005 35

Table 11: Malaysian contact center wages, 2005 38

Table 12: Mexican contact center wages, 2005 41

Table 13: Philippine contact center wages, 2005 44

Table 14: Polish contact center wages, 2005 47

Table 15: Singapore contact center wages, 2005 49

Table 16: South African Contact center wages, 2005 52





LIST OF FIGURES

Figure 1: Argentinean / US exchange rates, 2001 - 2005 15

Figure 2: Brazilian / US exchange rates, 2001 - 2005 18

Figure 3: Canadian / US exchange rates, 2001 - 2005 21

Figure 4: Chilean / US exchange rates, 2001 - 2005 24

Figure 5: Egyptian / US exchange rates, 2001 - 2005 27

Figure 6: Hong Kong / US exchange rates, 2001 - 2005 30

Figure 7: Euro / US exchange rates, 2001 - 2005 33

Figure 8: Indian / US exchange rates, 2001 - 2005 36

Figure 9: Malaysian / US exchange rates, 2001 - 2005 39

Figure 10: Mexican / US exchange rates, 2001 - 2005 42

Figure 11: Philippine / US exchange rates, 2001 - 2005 45

Figure 12: Singapore / US exchange rates, 2001 - 2005 50

Figure 13: South African / US exchange rates, 2001 - 2005 53
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