Chapter 4: Caribbean Nearshore Metacare

Caribbean nearshore sourcing is premised on the notion that "care" is a core function and that the delivery of care (metacare) is a function of optimal partner selection. The Zagada Institute has developed a proprietary SHELL rating methodology to rate contact centers and site locations' care delivery, based on an assessment of five levels of U.S cultural domain acuity or understanding of U.S. customs. Contact center partner selection must be based on the understanding that U.S. customers expect and anticipate an incredibly high level of service.

While there are several well run independently managed contact center operations in the Caribbean, that are not members of the Sphaero Alliance, it is the only regional industry organization offering a range of outsourcing services for Front, Center and Back Office. The organization's mandate is to act as a single source platform for U.S. corporate buyers, the report indicates, is being realized.