Caribbean Contact Center & BPO Report 2008 2010

A Concise Care Process Analysis

Publication Date	July 2008
Publisher	Zagada Markets
Product Type	Report
Pages	42
ISBN Number	not applicable
Product Code	ZGD00019

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Summary

Caribbean Contact Center & BPO Report 2008 - 2010: a newly updated report published on the Caribbean region by the Zagada Institute, the regions leading Independent research analyst, shows that the Caribbean agent positions now approximates 66,000 and will exceed 101,000 by 2010. The report indicates that over 90 percent of this growth comes from service suppliers fulfilling projects for Fortune 1000 and large U.S. corporations. The report also goes into detail to show the factors driving the high level of satisfaction that U.S corporate customers and their clients are reportedly receiving from leading Caribbean vendors across regional markets.

Methodology

A team from the Zagada Institute assembled the data and developed the analysis presented in this report. Data was obtained from Regional Economic Development Agencies (EDAs), contact centers, regional development banks and trade associations using a mixture of email, phone and personal interviews.

The collection of data from multiple sources allowed for data cross-referencing and verification. Qualitative data on market assessment, promotional strategies, social and political conditions, projected growth rates and market competitiveness were also collected and examined. The approach included an exhaustive examination and review of reports, studies, articles and papers produced by Universities, Research and Consulting Firms and Think Tanks.

Overall Growth

Our validated analysis of the Caribbean Nearshore market shows that the market has grown from 23,000 agents in March 2005, to a little under 65,000 agents and BPO talent (64,600) projected for December 2008. This reflects a 281% growth in three years. The Dominican Republic segment of the market registers 30,000 agents and 57 contact centers and BPO operations.

Content

I. EXECUTIVE SUMMARY
II. MAIN FINDINGS
- Methodology
- Overall Growth
- Vendor Analysis
- Performance Analysis
- a) Internal Drivers
  - i. A Deepening Management Capability
  - ii. Stronger Talent Performance
  - iii. Flexible Structure and Ownership Models
- b) External Drivers
  - i. Nearshore Criticality
  - ii. Global Footprinting
  - iii. Geopolitical Mathematics
- Summary Conclusion
III. MARKET ASSESSMENT
- Introduction
- Segment Analysis
- Nearshore Versus Offshore
- Strategic Challenges
  - a) Further Connectivity Reduction Cost
  - b) Management Scaling and Performance
  - c) Deepen Real Estate Capacity
- Summary Conclusion
IV. CASE STUDIES
- 1)- e-Services Group International - A Model in Leadership & Execution
- 2)- KM2 Solutions LLC - Small Market Location Bliss
- 3)- Contact Center International - A Model in Bi-lingual Talent Intensification
V. ZAGADA CARE INNOVATION MODEL
- Introduction
  - i. Nearshore Metacare
  - ii. Cultural Domain Acuity
  - iii. Zagada Seven SHELL
  - iv. Sphaero Alliance as Sourcing Concierge
- Sphaero Alliance Service Supplier Selection Process
- Caribbean Fiber Network
- The ARCOS SYSTEM
SUBMARINE CONNECTIVITY
- Definitions
List of Figures
- Figure 1 : Agent & BPO Talent Density 2005 -2010
- Figure 1a: Projected Agent and BPO Talent Density Growth (2010)
- Figure 2: Agent & BPO Talent Share 2008
- Figure 2a: Projected Share of Agent & BPO Talent Growth
- Figure 3: Number of Centers & BPOs 2008
- Figure 3a: Comparative Number of Centers & BPOs 2005 -2010
- Figure 4: Service Technology Vendor Market Share (%) 2008
- Figure 5: Nearshore T1 Rates (US$) 2008
- Figure 6: Average Daily Wage Rates (US$) 2008
- Figure 7: International Visitor to Population Ratio per 1,000 Inhabitants
- Figure 8: Students to Population Ratio
- Figure 9: Piracy Rates
- Figure 10: Regional Economic Impact
- Figure 11: Zagada Cultural Domain Acuity Model (CDAMTM)
- Table 1: Caribbean Agent & BPO Talent Growth 2005-2010
- Table 2: Caribbean Country Assessment Index 2008
- Table 3: Caribbean Performance Indicator 2008
- Table 4: Caribbean Country Costs Comparison
- Table 5: Nearshore & Offshore Comparison Evaluation Index
- Table 6: Caribbean Cost & Well Being Matrix
- Table 7: Caribbean Leading Service Providers 2008
- Table 8: Zagada Seven SHELL Rating