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Central America Call Center Report 2007
IV. Central America Nearshore Metacare™ The Zagada Institute views the sourcing exercise as a Business Development (businessdevelopment™) function. Business development is defined by the Institute as the “practice of growth” and the sources of growth are identified as revenue and cost. This perspective allows global outsourcing to be viewed as a cost generated phenomenon. It’s the cost minimization objective that has dominated the decision by firms to offshore. Summary Conclusion Central American Nearshore sourcing is premised on the notion that “care” is a core function and that the delivery of care (metacare™) is a function of optimal partner selection. The Zagada Institute has developed a proprietary SHELL rating methodology to rate contact center and site locations’ care delivery based on an assessment of five levels of U.S. cultural domains acuity or understanding of U.S. customers. Contact center partner selection must be base on the understanding that U.S. customers expect and anticipates an incredibly high level of service.
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