Caribbean Contact Center & BPO Report 2008 - 2010

The Caribbean Nearshore market continues to expand its distinct niche within the service globalizationoutsourcing trend. Its competitive metacare ™ ratings - or customer care delivery quality to end consumers - suggests that U.S. corporations who contract third party service providers, joint venture or manage their respective captive operations are evidencing relatively strong satisfaction levels.

Both English and Spanish Caribbean island market segments are registering comparable levels of growth and expansion.

Building on its cautious foundation to attract outsourcing projects initiated in 2002, the region appears to have secured a confident stride in becoming a critical component in U.S. corporation Nearshore global sourcing mix.

Despite relatively small government expenditure focused on branding their markets as customer care and BPO delivery centers, regional agent growth has still almost tripled (284%).

High reported levels of customer care delivered by regional agents result in continued contact center operators reporting productivity improvements, generates direct operating cost savings of approximately 35%. With rising operating and currency related costs in key global markets, this number rivals costs in India, the Philippines and Eastern European markets.

Furthermore, the more than doubling levels in oil prices and resultant increases in travel-associated cost, plus the angst associated with global business deployment and management in the Far East increases the Caribbean Nearshore appeal.

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.