Page 105 - STRATEGY Magazine (G)

SECTOR BPO
SECTOR KPO
SECTOR ITO
SERVICES
• Customer Service
• Telemarketing / Sales
• Support
• Back Office
• Data Processing
• Payment Processing
• Debt Recovery
• Reconciliation of accounts payable
Employment
Estimates in the BPO sector
% of employees by voice / non-voice 100% - 34,000
10%
90%
Source: Tholons Insights Survey
• Mobile Application Development • Software Development
• E-Commerce
• Support
• Web Design
• Application Development
• Digital Marketing Campaigns • Hosting
Employment
Estimates in the BPO sector
% of employees by language capacity
(Voice) 100% - 34,000
• Graphic design
• Accounting, Financial Management • Payroll Administration
• Logistics Operations
• Shared Service Centers
Voice BPO Non-Voice BPO
(Contract Centers) 30%
3%
67%
Bilingual (English + Spanish) Spanish Only
Others (Spanish + language other than English)
• Non-voice BPM capabilities are still being explored by the industry, huge potential for scale up.
• While bilingual talent is premium, Spanish talent capabilities of the country are still untapped.
SPECIAL REPORT
strategybg.com 103 Source: Tholons Insights Survey, FDI Markets, Superintendence of Telecommunications, Invest in Guatemala
99.99% redundancy levels
3 submarine cables & 2 ground cables
STM-6 installed capacity
4G wireless capabilities, speed on fixed lines of <10 Mbps
30-50 Mbps Internet Speeds
16 internet service providers 3 phone service providers
> 20 million cell phone lines, penetration index of 119.5%