Abstract

"Caribbean Call Center Report 2005: A Customer Care Market," a newly updated report published on the Caribbean region by the Zagada Institute, the regions leading Independent research analyst, shows that the Caribbeans agent positions will reach 50,000 by 2006. The report indicates that over 80 percent of this growth comes from contact centers fulfilling projects for Fortune 1000 and large U.S corporations. The report also goes into detail to show the factors driving the high level of satisfaction that U.S corporate customers and their clients are receiving from leading Caribbean vendors across twenty markets. It also highlights the strategic function of the Sphaero Alliance is playing as a pan-Caribbean sourcing platform.

Scope

The report evaluates the entire Caribbean market with complete assessment of the larger locations such as Jamaica, Trinidad, the Dominican Republic, Barbados and Puerto Rico. The report also features a number of Harvard Business Review style case studies on both successful regional call center vendors and economic development agencies that have prioritized their location as attractive call center destinations.

Complete assessment of market size dynamics and growth rate projections up to 2006. Twenty island markets are evaluated with detail recommendations on both the English and Spanish speaking locations. Detail call center vendor selection and market risk tools provide valuable handlers for the decision making process for firms looking to nearshore projects or site locate to the Caribbean. Full demonstration of the productivity gained from assets particularly available in the English speaking Caribbean that are being effectively utilized by corporate clients. Powerful tools, tables, figures and handlers to objectively help compare hidden operational costs between the Caribbean Nearshore and the offshore.