Central America Call Center Report 2007

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-TM

• Introduction
• Nearshore Metacare-TM
• Cultural Domain Acuity
• Seven SHELL-TM
• Sphaero Alliance as Sourcing Concierge
• Summary Conclusion

V. List of Key Documents

• CAFTA-DR Trade Legislation
• TREATY establishing the Caribbean Community (CARICOM)
• CaribbeanBasinOS-TM - Shaping Perception
• Digital GNP-TM

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