Guatemala City Executive Video Forum
March 26th, 2010Guatemala-based BPO industry experts – from Transactel, 24/7 Customer and Invest in Guatemala - talk about the driving force behind the country’s emergence as an outsourcing destination.
Site Study: Capgemini in Guatemala City
March 19th, 2010Capgemini’s Guatemala City facility has become a great example of the ability of a Nearshore provider to tap an increasingly sophisticated talent pool and apply those resources to – in this case – KPO, BPO and finance and accounting functions.
Call Center Competition “Fierce” in Guatemala and Peru a New Report Finds
February 25th, 2010SOURCE: CAllCenterInternational
The varying levels of competition and market maturity among countries have livened up the diverse Latin American market for contact center outsourcing. According to a Frost & Sullivan study, while major markets such as Brazil, Mexico, Colombia, and Argentina are reaching maturity in terms of quality of service and infrastructure, the competition is fierce in developing markets such as Peru and Guatemala.
Market revenues to grow
This intense competition is keeping market participants on their toes, causing them to reposition themselves from being mere providers of contact center customer care services to offering more complex business process outsourcing (BPO) services such as logistics and channels. The analysis finds that the market earned revenues of 6.8 billion dollars in 2008 and estimates this to reach 13.7 billion dollars in 2014.
“Outsourcers’ improving ability to provide a fully integrated suite of end-to-end services covering the main business processes are standing …
Guatemala and Cost Competitiveness
September 15th, 2009By Jeff Pappas, Executive VP, Arledge Partners Real Estate Group
Central America has become a hotbed for call center investment as US based
contact centers continue their aggressive search to find the most cost competitive Spanish/English bilingual support for their clients. In English speaking countries, Central America is considered a region of the North American continent. Politically, it usually comprises seven countries – Belize, Guatemala, El Salvador, Honduras, Nicaragua, Costa Rica, and Panama.
Though Guatemala is a developing country with the largest population in Central America of around 14 million inhabitants, the country still faces many social problems and is among the 10 poorest countries in Latin America. The distribution of income is unequally high with approximately 29% of the population living below the poverty line.
Still Guatemala has its advantages. Here are some facts:
The professional workforce speaks English relatively fluently. Interestingly, per year, …
Mario Espana is the managing director of CADIS, a Guatemala City-based services firm.
Nearshore services involving product development, R and D and project support are definitely on the rise. While there remain concerns that the Nearshore region – especially Central America – risks being limited to call center and customer support services, we continue to see important signs of growth in value-added business support operations which – in our view – must define the next phase of expansion for the Nearshore community.
Mario Espana is the managing director of CADIS, a Guatemala City-based operation providing graphic design for sales materials, CAD design for architectural projects, web design and other services. Espana views human capital as one of the primary attractions of the Guatemala services sector. In an …
The Guatemala Story: Will Big Tech and ITO Define the Next Wave?
April 29th, 2009During last week’s IAOP Central America conference, I had the unique pleasure to spend some time with Ingrid Jacobs, a high energy and enthusiastic champion of near shore outsourcing in Guatemala. She is a senior advisor in the government-supported Invest in Guatemala agency.
Ingrid Jacobs is a senior advisor at Invest in Guatemala
Ingrid played a major role in driving the success of the conference – pulling together logistics, orchestrating sponsors and driving registration – all in a span of about six weeks.
Ingrid reports that:
The number of BPO employee in Guatemala has roughly doubled in the last 6 months, rising to 12,000 FTEs.
The government is increasingly focused on bi-lingual education, both in near term and long term.
Attracting firms seeking support for ITO functions is becoming a major initiative for …
Blogging Live from the Central America IAOP Meeting – Next Week!
April 13th, 2009Caribbean CRM Central will travel west next week – stopping in to shake hands and blog live from the Central America chapter meeting of the International Association of Outsourcing Professionals, in Guatemala City.
Guatamala City will host the IAOP's chapter meeting on April 23-24
Central America near shore BPO is thriving and we’ll show you why. Speaking at the event will be the vice president of Guatemala, Rafael Espada, IAOP chairman Michael Corbett, as well as Chris Disher, president Chris Disher & Associates, Don Althoff, former CIO of British Petroleum, Estuardo Robles, principal advisor of Roaring Jaguar, Roger Conrado, president and CEO of GVC Partners, Lori Blackman, president of DNL Global, Steve Rudderham, president of Genpact Latin America, Mario …
