Product Type: Market Research Report
Published by: Zagada Markets, Inc.
Published: August 2009
Product Code: R714-10Description 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.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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