Central America Contact Center & BPO Report 2009-2010

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 ™

• Nearshore Metacare™ Variables
• Cultural Domain Acuity
• Service Help Experience Levels Listing (SHELL™)
• Sphaero Alliance Zagada Exchange (ZAX) Evolution
• Summary Conclusion

V. CASE STUDY

• 1)- ACS
• 2)- Transactel
• 3)- Genpact

V. APPENDICES

• Metro Areas in Central America
• Key Central America and Caribbean Fiber Network
  • The ARCOS SYSTEM
  • SUBMARINE CONNECTIVITY
  • Definitions

List of Figures

• Figure1. Agent/BPO Worker, Seat and Work Station
• Figure 2. Central America Segment Categorization by Growth (%)
• Figure 2a. Agents/BPO Worker Growth 2007 -2010
• Figure 3. Percentage Shaere of Agents and BPO Workers
• Figure 3a. Bilingual Agent Profile
• Figure 4. Number of Centers & BPOs
• Figure 5. Central America Nearshore T1 Rates ($US)
• Figure 6. Daily Wage Rates ($US)
• Figure 7.1 Tertiary institutions and Graduation Density (Annual Graduates)
• Figure 7.2 Tertiary institutions and Graduation Density (Number of Institutions)
• Figure 7.3. Bilingual Graduates (%)
• Figure 8. Regional Projected Economic Growth Rate 2010 (GDP)
• Figure 9. Zagada Cultural Domain Acuity Model (CDAM™)

List of Tables

• Table 1. Central America Comparative Evaluation Index ($US)
• Table 2. Nearshore - Offshore Comparative Evaluation Matrix
• Table 3. Seven SHELL Customer Care Rating