Caribbean Contact Center & BPO Report 2008 - 2010

I. EXECUTIVE SUMMARY

II. MAIN FINDINGS

• Methodology
• Overall Growth
• Vendor Analysis
• Performance Analysis
  • a) Internal Drivers
    • i. A Deepening Management Capability
    • ii. Stronger Talent Performance
    • iii. Flexible Structure and Ownership Models
  • b) External Drivers
    • i. Nearshore Criticality
    • ii. Global Footprinting
    • iii. Geopolitical Mathematics
• Summary Conclusion

III. MARKET ASSESSMENT

• Introduction
• Segment Analysis
• Nearshore Versus Offshore
• Strategic Challenges
  • a) Further Connectivity Reduction Cost
  • b) Management Scaling and Performance
  • c) Deepen Real Estate Capacity
• Summary Conclusion

IV. CASE STUDIES

• 1)e-Services Group International - A Model in
• Leadership & Execution
• 2)KM2 Solutions LLC - Small Market Location Bliss
• 3)Contact Center International - A Model in Bi-lingual
• Talent Intensification

V. ZAGADA CARE INNOVATION MODEL

• Introduction
  • i. Nearshore Metacare™
  • ii. Cultural Domain Acuity
  • iii. Zagada Seven SHELL™
  • iv. Sphaero Alliance as Sourcing Concierge
• Sphaero Alliance Service Supplier Selection Process
• Caribbean Fiber Network
  • The ARCOS SYSTEM
  • SUBMARINE CONNECTIVITY
• Definitions

• Figure 1 : Agent & BPO Talent Density 2005 -2010
• Figure 1a: Projected Agent and BPO Talent Density Growth (2010)
• Figure 2: Agent & BPO Talent Share 2008
• Figure 2a: Projected Share of Agent & BPO Talent Growth
• Figure 3: Number of Centers & BPOs 2008
• Figure 3a: Comparative Number of Centers & BPOs 2005 -2010
• Figure 4: Service Technology Vendor Market Share (%) 2008
• Figure 5: Nearshore T1 Rates (US$) 2008
• Figure 6: Average Daily Wage Rates (US$) 2008
• Figure 7: International Visitor to Population Ratio per 1,000 Inhabitants
• Figure 8: Students to Population Ratio
• Figure 9: Piracy Rates
• Figure 10: Regional Economic Impact
• Figure 11: Zagada Cultural Domain Acuity Model (CDAMTM)

• Table 1: Caribbean Agent & BPO Talent Growth 2005-2010
• Table 2: Caribbean Country Assessment Index 2008
• Table 3: Caribbean Performance Indicator 2008
• Table 4: Caribbean Country Costs Comparison
• Table 5: Nearshore & Offshore Comparison Evaluation Index
• Table 6: Caribbean Cost & Well Being Matrix
• Table 7: Caribbean Leading Service Providers 2008
• Table 8: Zagada Seven SHELL Rating