Mexico Executive Call Center Report 2007

Mexico Executive Call Center Report 2007

The Mexico Call Center 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 Mexico City, Guadalajara, Monterrey, Puebla, Tijuana, León, Toluca, Ciudad Juaréz, Torreón and San Luis Potosí for site selection and investment. The 10 cities responsible for 70% of contact center BPO activity in Mexico are fully evaluated.

The report highlights that with a 60% market share in Spanish agents, Mexico provides the largest number of customer care agents serving the Spanish world; has Latin America’s second largest agent population of over 150,000, provides over 33,000 bilingual agents serving U.S. customers and creates jobs for close to 1 million workers associated with the industry. Over 200,000 agents are projected by the end of 2007.

Zagada finds, however, that the country faces a number of internal and external challenges. !e key challenges include relatively higher wages and real estate prices, high levels of software and intellectual property costs, and the need to generate more successful locally grown companies. While FDI flows are increasing, existing political tensions and social unrest negatively affective the country’s perception score. Additionally, Argentina, Central America, and the Dominican Republic offer effective competition.  
 

I. Introduction
II. Executive Summary
III. Economic Environment
IV. Market Dynamics
V. Analysis of Cities
VI. Strategic Challenges
VII. Conclusions

List of Figures
• Figure 1. Agent Share 2007
• Figure 2. Agent Share by City 2007
• Figure 3. Outsourcing Service Providers
• Figure 4. Cultural Domain Acuity Model™
• Figure 5. Vendor Market Share ACDs
• Figure 6. Teledensity (% Share of Population)

List of Tables
• Table 1. Agent Seats Agents & Personnel Growth 2004- 2008
• Table 2. Mexico Performance Indicator 2002-2008
• Table 3. Mexico Leading Vendors Performance 2007
• Table 4. Mexico Cities Assessment Index™
• Table 5. Mexico Cities Demographic Analysis
• Table 6. Mexico Cities Cost Comparisons
• Table 7. Mexico Personnel Expense Matrix 2007
• Table 8. Mexico Cities Bilingual Density (% Share of Population)
• Table 9. Mexico Costs & Well Being Matrix 2007
• Table 10.Nearshore & Offshore Comparative Evaluation Index