Central America Call Center Report 2007

II. Main Findings

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.

Summary Conclusion

Agent density and contact center growth in the Central American Nearshore market has grown over 35% over the last 12 months and is projected to accelerate its growth to approach 40% over the next 24 months. The region’s seven segments are defined by three categories within the growth continuum as Maturing, Contending and Emerging. Both external and internal drivers continue to have a crucial impact in driving the expansion process.

Attractive labor costs, competitive telecommunication rates, pervasive tertiary education complemented with expanding bilingual density are assets working favorably on the region’s behalf. The need to continue deepening bilingual education and expanding office infrastructure availability predominantly among the Contending and Emerging segments remain critical for Central American Nearshore contact center growth.

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