Building partnerships panel estuardo robles summit circuit 2008 - panama-2
1. United Horizons Panel and
Discussion: Aligning Partnerships
for Regional Growth
Barbados, Bogota, Guatemala
Estuardo José Robles
Summit of the Americas 2008 - Panama
2. Partnerships Panel Agenda
• Panel Introduction (10 minutes)
– Nearshore region in perspective
– Contact Center needs
– How to facilitate regional growth (for all)
• Panelist Presentations (15 minutes each)
– Barbados – John Jordan
– Bogota – Virgilio Barco
– Guatemala – Mario Lopez
• Open Discussion (30 minutes)
3. Nearshore Region
•
•
•
•
•
•
Definition: < 4 hour flight from southern US
Mexico, Central America, Carribean, Colombia
The best location
The best customer service oriented people
The greatest cultural affinity to US
Most stable (at least comparatively)
• The greatest potential to win from Global BPO
6. Nearshore Region Limitations
100
• Scalability
• Scalability
• Scalability
• Scalability
• Scalability
• Scalability
90
Dominican
80
Jamaica
Costa Rica
70
Panama
Barbados
Guatemala
El Salv
Colombia
60
50
40
30
20
10
0
Summit
Countries
Philippines
7. Macro Level
What major forces are further integrating our
region into one?
If we can’t control them, how do we take
advantage of them?
• PPP-Colombia
• CA-4 / CBI-Caricom
• CAFTA-DR / EU-FTA
• Telecom / Air Travel
8. Free Trade and Integration Projects
300
MW
PANALUYA
GUATE NORTE
GUATE ESTE
O
IND
IO L
R
EL CAJON
100.0
HO
HO
300
MW
AHUACHAPAN
NEJAPA
15 SEPTIEMBRE
PL.NI.
PAVANA
Line of 230 KV
between all countries
GU
GU
ES
ES
SUYAPA
MODELO
ENERGÉTICO
NI
NI
300
MW
TICUANTEPE
CR
CR
300
MW
CAÑAS
300
MW
PA
PA
PARRITA
SIEPAC
Fecha
entrada:
Mayo
2007
RIO CLARO
VELADERO
CO
CO
PPP Plan
Puebla
Panama
(Colombia)
• CA-4 / CBICaricom
• CAFTA-DR /
EU-FTA
9. MAYA 1
CARRIBEAN
NAP - DR
ARCOS
GLOBAL
CROSSING
EMERGIA
Fiber Connectivity
Connectivity and
redundancy are no longer
an issue in the region, with
redundant rings between
most cities and regional
carriers with exits through
several of the 5 major
undersea cables.
PANAMERI
CAN
(projected)
11. Micro Level
What individual actions are taking place that are further
integrating our region in BPO terms?
If we can’t control them, how do we take advantage of them?
• Zagada Markets
• Summit Circuit and
other events (Techdo)
• Call Center Institute
• Individual companies
on the move…
12. Micro Level
Individual companies on the move:
• Atento: more than 22 call centers
• Transactel in 4 countries in 2008
• Dell Panama and El Salvador
• ACS Jamaica and Guatemala
• Sykes Costa Rica and El Salvador
• Stream, DR, Costa Rica, Guatemala
• Digitex in 4 countries
• NCO, Sitel, TP, GE, PSPT, to name a few….
13. Meso Level
Certain actions by individual markets can have an
effect on the region’s growth
•
•
•
•
•
Events in conjuction / regional pavillions
Regional Website
Information sharing
Standardization / Sister Cities in Global BPO
Lead Referrals / Positive Recommendations
Premise: how do we think regionally to gain the
most from globalization of BPO…
That is
aligning partnerships!