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Caribbean Contact Center & BPO Report 2008 2010
TABLE OF CONTENTS 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 List of Figures 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) List of Tables 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
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