Central America Call Center Report 2007

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 2006 to 2007. Offers strategic recommendations to firms and outsourcers on how to capitalize on the Central America marketplace through the SphaeroAlliance.

Highlights

• Central America domestic and internationally focused agents positions total in excess of 21,000 and will increase to 40,000 by the end of 2007.
• Overall annual growth in agent positions will increase by an average of 38% 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.

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)
• CaribbeanBasinOS"! - 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