Central America Contact Center & BPO Report 2010

An Expanding Bilingual Niche

Publication Date	August 2009
Publisher	Zagada Markets
Product Type	Report
Pages
ISBN Number	not applicable
Product Code	ZGD00022

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Summary

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.

Content

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
Central America Contact Center & BPO Report 2010 • An Expanding Bilingual Niche
Central America Contact Center & BPO Report 2010. An Expanding Bilingual Niche

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