中米におけるコンタクトセンターおよびBPO市場：2009-2010年

Central America Contact Center & BPO Report 2010

発行	Zagada Markets, Inc.
出版日	2009年08月	商品コード	86732
ページ情報	英文 52 Pages
価格	こちらの商品の販売は終了いたしました。

概要
原文目次
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当商品の販売は、2011年11月11日を持ちまして終了しました。

原文目次

Abstract

Overview

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.

The Authors

This report was researched and written by a Zagada team lead by Philip Dickenson Peters. Estuardo Robles played a lead role in the research and review process. Suvradeep Bhattacharjee contributed with editorial input.

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™)