Outsourcing of Services BPO - ITO - KPO


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Outsourcing of Services BPO - ITO - KPO

  1. 1. INVESTMENT IN BPO SECTOR L iber O rd e n
  2. 2. OPPORTUNITIES IN THE LOCAL INDUSTRY The financial sector has been one of the most dynamic sectors in mobile internet demand, based on a mass bancarization dynamic sought by the government to offer everyone the possibility to manage their finances using mobile devices. This trend has created many opportunities for the provision of back office and call center services in the country. Colombian energy generation, transport and distribution companies, significant growth, and current regional expansion processes, increasingly demand more BPO and IT services Due to the sustained expansion of the health sector and the growing demand of the population (47 million inhabitants), this sector requires increasing support in mobile telecommunication services for remote monitoring of patients (Telemedicine) and information consolidation (Data Entry). The Oil & Gas sectors demand more services related to mobile telecommunications as well as control and drilling, extraction, and oil transport processes for their daily activities increase. Qualified human capital availability, its strategic and competitive geographical location with easy access to world markets, and location in the center of 5 time zones, sharing time zone with important business centers, have allowed Colombia to become a distribution regional hub for outsourcing, software, and IT services. The National Government is currently carrying out an ambitious plan, more than COP $90 trillion over the next years, for the development of road, port, railway, and airport infrastructure in the country, that will require accounting, finance, and logistics support services to control projects operation.
  3. 3. COLOMBIA, A MARKET THAT DOUBLES THE GROWTH OF LATIN AMERICAN MARKET Source: ACDCC. Contact Center and BPO Colombian Association, 2012. BPO Industry in Colombia –Mayor Segments Served 2011 The BPO industry in Colombia has created more than 130,000 jobs. Diario Económico Portafolio, 2012 Companies such as Sutherland, Teleperformance, and Convergys are recognized for its bilingual operations ACDCC1, 2012. The industry continues to grow at sustained levels: 13.58% between 2010 and 2011. ACDCC, 2012. Exports value increased 125% over the past five years, reaching US$141 Million during 2011. ACDCC, 2012. Transport and Tourism 1% Mass Consumption 2% State 5% Insurance 6% Banking and Financial services 13% Others 32% Media 1% Automotive Sector 1% Telecomunications 39% 2014 IT Services and BPO companies target markets in Colombia will focus on Engineering Services, Research and Development, IT Services and Value Added BPO Services. Tholons, 2010. For third consecutive year Colombia was included in the “Top 30 destination countries for Offshore Services” Report. The report emphasizes the strengths of the country as a location for call center operations and transactional BPO jobs, the proactive government support to the IT sector and the competitive costs. Gartner, 2013.
  4. 4. A GROWING MARKET WITH HIGH CAPACITY OF SKILLED LABOR 44.352 Number of graduates in Engineering and Business Administration 2011 Number of graduates in business & engineering fields (2011) 11.919 4.601 5.101 7.065 8.751 1.167 TOTAL GRADUATES 2001 - 2011 Source: Ministry of Education 2011. Electrical Engineering Electronics Engineering Economics Industrial Engineering Computer Engineering Accounting 11.029 49.442 48.130 69.825 118.069 112.297 Business 399.225 Source: Observatorio Laboral (Employment Beacon)– Ministry of Education. 2012 • After Mexico, Colombia with 47.1 million inhabitants is the second largest Spanish-speaking country in the world. It has multiple areas of development: nine metropolitan areas with population over 500,000 inhabitants. DANE, 2012 • Colombia is the twenty-eighth largest economy in the world and one of the largest Non-OECD economies. • The country has the second fastest growing labor force in the region. IMD, 2012. • Colombia is the third Latin American country with the highest number of graduates in the areas of Business and Engineering. Euromonitor, 2012. • Each year more than 200 thousand people graduate from higher education in Colombia: 55% undergraduate and 30% in Masters and Specialization degrees. Observatorio Laboral Ministry of National Education, 2012.
  5. 5. Infrastructure, attractive costs savings and a privileged location Prime strategic location: Located in the heartland of the main commercial and financial centers of the hemisphere; shares cultural-affinity-patterns suitable to consolidate operations in the region. Infrastructure capable of supporting world-class operations: 5 submarine cables, supplemented by an internal optical fiber ring that will connect 1,078 municipalities in 2014. MinTIC ( Ministry of Information and Communications Technologies) , 2013. New Markets Opening Continuous strengthening of commercial relations between Colombia and the world, opening a window of opportunities for investment in all business outsourcing services. Attractive regulatory framework Available tools to enable operations in areas such as services exports (Plan Vallejo), intellectual property rights, Statutory Law of Habeas Data, value added tax (“VAT”) exemption for services provided from Colombia, possibility of applying to the free trade zones regime, First Job Law and opportunities to benefit from Telework. Telecommunication Infrastructure of Submarine Cables CFX - 1 MAYA - 1 SAM - 1 S ARCOS -AM PAN IN PROCESS Vive Digital Government plan aimed at generate economic growth based on the use and appropriation of ICT in Colombia and the development of a national digital ecosystem. The Presidency of the Republic and the MinTIC (Ministry of Information Technologies and Communications) lead the plan. In terms of connectivity, by 2014 it is expected to have 1,078 municipalities online out of 1,100 in the country. AMX - 1 PCC Government’s commitment with the sector The Government is committed to support and provide aid through the Productive Transformation Program – PTP – a strategy aimed at promote sector growth; in recent years the program has created a favorable environment to consolidate sector worldwide recognition. Program efforts develop throughout four main themes: Human Capital and Regulatory Framework, Consolidation, Promotion and Sector Innovation and Infrastructure and Sustainability. GLOBENET Source: MinTic, 2013.
  6. 6. COLOMBIA, A COUNTRY WITH MULTIPLE AREAS OF DEVELOPMENT Bogota Cali • Voice BPO: Telemarketing – Collections – Sales – Customer Service • Back Office: Outsourcing of Financial and Accounting Services – Human Resources • KPO: Outsourcing Engineering Services – Telemedicine – R+D+I – Graphic Design –Legal Services – Medical Transcriptions • Voice BPO: Services – Collections • Back Office: - Outsourcing of Financial and Accounting Services • KPO: - Healthcare – Pharmaceutical – Aerospace Medellin • Voice BPO: Telemarketing – Collections – Sales – Customer Service • Back Office: Outsourcing of Financial and Accounting Services – Human Resources – Document Management Services– 2nd Tier Help Desk • KPO: Business Intelligence Services Tunja - Santa Marta – Ibague – Neiva Popayan - Cucuta • Voice BPO Barranquilla • Voice BPO: Call Centers Outsourcing of Financial and Accounting Services • KPO: Outsourcing of Engineering Services Bucaramanga • Voice BPO • KPO: Telemedicine - Outsourcing of Engineering Services Eje cafetero • Voice BPO: Basic Voice Services (Manizales) – Telesales (Pereira) • Back Office (Pereira) • KPO: Biodiversity (Center for Bioinformatics and Computational Biology Colombia – Manizales)
  7. 7. MAJOR FOREIGN COMPANIES HAVE CHOSEN COLOMBIA AS AN INVESTMENT DESTINATION • IBM, USA: Opened a new center aimed at systems integration, process outsourcing and support services. • Genpact, India: Value-added operations service center specialized in financial and accounting areas for the region. • HP, USA: Opened a new global service center in the city of Medellin. • Convergys, USA: Customer Center Facility to service the United States “Colombia offers a favorable business climate for Genpact and for our clients – a rich talent pool with a high literacy rate and complementary skill sets, a healthy and growing economy, a number of universities with strong business curricula, a diverse array of industries, and open trade practices. Genpact is honored to establish its roots here in Colombia and become a part of its culture and thriving business community.” Pramod Bhasin, Non-Executive Vice Chairman Genpact