26 September, 2015
By Upendra Yadav and Raunak Narain, Senior Research Analysts
The Caribbean and Central America region (CCA) are being viewed as attractive delivery destinations for global contact center services. Low cost of operations, time-zone proximity with the United States, availability of both English and Spanish language speaking talent, strong infrastructure capability and educated labor force in this region offers an attractive value proposition to organizations looking for a nearshore destination for contact center services.
Within the Central America region, Costa Rica and Guatemala account for approximately 50% of the offshore contact center market. These countries were preferred destination but increasing maturity and limited capacity to serve the offshore demand is a major challenge for these top two locations.
Amidst of this, Dominican Republic has come up as a rising outsourcing star among entire CCA region. It has surpassed other nearshore destinations in CCA region in all aspects, be it cost arbitrage, supply of labor or availability of service providers to engage with, and has become the most preferred destination for contact center services by North American companies.