Product Type: Market Research Report
Published by: Zagada Markets, Inc.
Published: April 2006
Product Code: R714-3Description Zagada Institute is the leading boutique publisher of Central American and Caribbean Nearshore outsourcing intelligence on contact center and Business Process Outsourcing (BPO). This study is the first and only comprehensive study on the Centeral America Nearshore market. The report is the first complete and independent call center study conducted on Central America. The study indicates that the Central America Nearshore market’s impressive growth in its current 21,012 agent population will approach 40% annually over the next 24 months, resulting in close to 40,000 agents by the end of 2007. An estimated 95% of existing agents are bilingual and are ideally position to continue serving the customer care needs of U.S. companies focused on the expanding Hispanic American market now exceeding 43 million.The report evaluates the six Spanish and the lone English market segments and gives a clear and penetrating look into the factors driving growth. Zagada’s reports are written in an accessible style for executives engaged in site and vendor decision-making. Bonus -- Figures and Tables compare major costs between the Dominican Republic, Mexico, and Argentina in the Nearshore and India and the Philippines in the Asian market. Zagada Institute is the research arm of Zagada Markets, Inc., a business development advisory firm based in Coral Gables-Miami, Florida.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™
- Introduction
- Nearshore Metacare™
- Cultural Domain Acuity
- Seven SHELL™
- Sphaero Alliance as Sourcing Concierge
- Summary Conclusion
- V. List of Key Documents
- CAFTA-DR Trade Legislation
- TREATY establishing the Caribbean Community (CARICOM)
- CaribbeanBasin™ - Shaping Perception
- Digital GNP™
- 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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