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Central America Contact Center & BPO Report 2010
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 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) 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
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