Zagada Markets, Inc. Zagada Institute announces the publication of its Argentina Executive Call Center Report 2007: Heart of Innovation and Care. This short executive report format is the first of four concise reports in its South American series to also cover Brazil, Mexico and Chile in short order.
The report offers strategic guidance and detailed decision making cost estimates and economic handlers to corporate buyers, vendors, investors and executives about how to compare and evaluate Buenos Aires, Cordoba and Rosario for site selection and investment. Intense focus is given to comparing these three leading cities for contact center activity. While Argentina offers a full range of IT and back office delivery, the activity in its call center voice based
Business Process Outsourcing (BPO) service is a growth opportunity. The study indicates that the land of Tango is dancing to the tune of impressive agent growth and increased foreign direct investment (FDI) flows in the sector.
The country is on track to have 33,000 agents by the end of 2006, reaching a projected 41,920 by the end of 2007, reflecting a 31% annual growth rate. Eighty five percent (85%) of the market’s 40 contact centers are primarily situated in the cities of Cordoba and Buenos Aires with Rosario carrying a distant third. 60 percent of agents serve international clients with the U.S. generating most of its operators revenues followed by Spain and France. The expanding Hispanic American market now exceeding 43 million underpins sustained demand for Argentina customer care service.
Despite the renationalization of some industries (utility), labour cost increases, upward inflationary trends and a rise in the pesos to a 3 to 1 exchange rate to the U.S. dollar, the report finds that additional factors supporting the growth of the Argentina call center market include, its 130,000 plus annual computer science and engineering graduates, extensive bilingual programmes, competitive telecommunication rates and extensive coverage in key urban centers.
Vigorous competition for market share exists among large vendors such as Avaya, Genesys, Alcatel, Cisco and Siemens with Avaya securing the number one position followed by Genesys.
Corporate buyers seeking high performance
local Third Party contact center vendors are introduced to Zagada’s SphaeroAlliance.com portal for effective Nearshore sourcing. A case study on the Sykes acquisition of Apex America is also presented.
Parties interested in pre purchasing the report can send emails to Tango @ zagada.com, or contact Zagada directly at 786 348 7531 to reach our South
Florida office. Reports can also be purchased through our eStore at Zagada.com. The report will be published on September 30th, 2006. Orders received before publication date receive a 30% discount.
About Zagada Institute
The Zagada Institute is the research arm of Zagada Markets and is committed to research and applied thought focused on growth, business development and innovation related to Caribbean Basin transformation.
Zagada Markets
Zagada ™ is a leading strategy and innovation-consulting firm focused on business development, alliance formation, and innovation in the Caribbean and the U.S marketplace. Formerly founded as The Peters Group in 1989, Zagada is recognized for its strategic innovation practice. The company uses a combination of creative and analytic concepts and approaches to develop and launch its own branded products and services as well as help businesses and regional Economic Development Agencies unlock latent assets in delivering their message. Zagada is recognized for helping organizations conceptualize, nurture and birth new revenue - generating ideas. The company’s latest multi-company business development/alliance branded project is the SphaeroAlliance (www.sphaeroalliance.com), a Caribbean and Latin American Contact Center and Business Process Outsourcing platform. www.zagada.com
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