iaop lac summit conference
TRANSCRIPT
Nearshore and its Rightful placein Global Sourcing
Mauricio A. Velásquez, COP, Business Development Manager, Teleperformance Colombia
www.IAOP.org
The 2011 Latin American Outsourcing Summit®
Las Américas Global Resort and Convention Center ● Cartagena, Colombia ● May 26 - 27, 2011
Latin America,
A snapshot when speaking of outsourcing
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Tremendous Opportunities
to discover
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
2010 represented a regiongrowth of 6.1%
Many languages, many cultures
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Fuente: CEPAL – Comisión Económica para América Latina
Unemployment rate reduced from 8.2% in 2009 to 7.6% in 2010
Many languages, many cultures
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Fuente: CEPAL – Comisión Económica para América Latina
Literacy rate 2010• Men: 96.8% • Women: 97.4%
Many languages, many cultures
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Fuente: CEPAL – Comisión Económica para América Latina
Latin America and The Caribbean, Foreign direct investment grow 40% in 2010 compared to 2009
Many languages, many cultures
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Fuente: CEPAL – Comisión Económica para América Latina
Global business participation in the region grew from 5 to 10%
Many languages, many cultures
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Fuente: CEPAL – Comisión Económica para América Latina
Conditions on major cities throughout the region improved
More educational centers+ concrete education policies
= young trained labor force
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Better social conditions
Better Education
Latin America with high expectations and expected growth
on the outsourcing business
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Thanks to
High Skilled workforce, optimum costs and culturalaffinity with target markets
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
What processes or functions should be outsourced?
What processes or functions
should be outsourced?
ITOInformationTechnology
Outsourcing
BPOBusinessProcess
Outsourcing
KPOKnowledge
ProcessOutsourcing
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
I T OInformation Technology Outsourcing
Software R&D
IT Consulting
Infrastructure Management
Application Management.
Multinationals and Multilatinas with solid proven experience
Servicing Domestic & Nearshore Markets
What processes or functions
should be outsourced?
BPOBusinessProcess
Outsourcing
KPOKnowledge
ProcessOutsourcing
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
B P O Business Process Outsourcing
Customer Relationship Management (Sales, Marketing, Call Centers/Contact Centers)
Human Resource Management (Training, Talent Mgmt, Payroll, Recruiting)
Enterprise Resource Management (F&A, Procurement, Logistics, Supply Chain, Document/Content Mgmt)
Industry Specific Services (BFSI, Manufacturing, Telco, Energy, etc.)
Servicing Domestic Markets, Offshore & Nearshore
TELEPERFORMANCE, Worldwide leader on customer experiences
founded in 1978
Worldwide leader120,000+ employees
Revenue of US$ 2.78bi in 2010
268 contact centers
Presence in 50 countries
66 languages and dialects
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
B P O Business Process Outsurcing
What processes or functions
should be outsourced?
KPOKnowledge
ProcessOutsourcing
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
K P OKnowledge Process Outsourcing
Servicing Domestic & Nearshore Markets
Investment / Business research servicesData Analytics & Market researchLegal process outsourcingBusiness operations support, analytics & management
We can say that work for the different Outsourcing disciplines
is being done
But, How competitive is being done?
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Outsourcing in Latin America
Outsourcing Global Market presents a dynamic behavior
over the last years.FUENTE: DUKE CGGC (MARZO 2010) CON DATOS DEL OECD
Average anual growth per segments (%)2005 – 2010.
Revenue per segments (USD billones)2005 – 2010.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
FUENTE: EVEREST RESEARH INSTITUTE, McKINSEY GLOBAL INSTITUTE, NASSCOM STRATEGIC REVIEW 2007
Global Market ITO & BPO (2007)Players
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
6% of the Global marketLatin America participation is only
¿What is a Foreign Company looking for in Latin America?
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
The correct PRICE
Favorable business ENVIRONMENT
QUALITY and Skills • Human Capital• Certifications
INDUSTRY maturity
¿What is a Foreign company looking for in Latin America?
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Future in Latin América
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
• Privileged Location
• Talent availability
• Competitive and innovative spirit
The potential is:
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
A.T. Kearney Global Services Location Index
Country
2007 2009 2011 2007 2009 2011 2007 2009 2011 2007 2009 2011 2007 2009 2011
India 1 1 1 3.22 3.13 3.11 2.34 2.48 2.76 1.44 1.30 1.14 7.00 6.91 7.01
Brazil 5 12 12 2.64 2.18 2.02 1.78 1.83 2.07 1.47 1.37 1.38 5.89 5.39 5.48
Chile 7 8 10 2.65 2.41 2.44 1.18 1.20 1.27 1.93 1.37 1.82 5.76 5.50 5.52
Philippines 8 7 9 3.26 3.19 3.18 1.23 1.17 1.31 1.26 1.24 1.16 5.75 5.60 5.65
Mexico 10 11 6 2.63 2.48 2.68 1.49 1.50 1.60 1.61 1.45 1.44 5.73 5.43 5.72
Uruguay 22 36 41 2.95 2.46 2.42 0.98 1.00 0.91 1.54 1.43 1.42 5.47 4.89 4.75
Argentina 23 27 30 2.91 2.47 2.45 1.30 1.34 1.58 1.26 1.21 1.09 5.47 5.02 5.12
Jamaica 32 24 33 2.83 2.77 2.81 0.96 0.79 0.72 1.49 1.49 1.34 5.29 5.06 5.01
Costa Rica 34 23 19 3.00 2.67 2.84 0.86 0.89 0.94 1.36 1.50 1.56 5.22 5.07 5.34
Panama 41 43 34 2.88 2.48 2.77 0.75 0.70 0.72 1.40 1.40 1.49 5.02 4.58 4.98
Colombia n.s. n.s. 43 n.s. n.s. 2.34 n.s. n.s. 1.20 n.s. n.s. 1.18 n.s. n.s. 4.72
Source: A.T. Kearney Global Services Location Index, 2007, 2009, 2011.
RankFinancial
Attractiveness
People Skills and
availability
Business
environmentTalent Score
TalentIndex 2013
Colors on the map represent Talent Index ranking in 2013 for each one of the 10 Latin
Countries.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Hedrick & Struggles. Mapping talent in Latin
America. The Economist Intelligence Unit.
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Source: IMD World Competitiveness, 2010. Ranking among 57 countries. World Economic Forum, Executive Opinion Survey 2008, 2009
High quality education in Science and Mathematics in Latin America, 2010
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Source: IMD World Competitiveness, 2010. Ranking among 57 countries.
Avaliability of Qualified Labor, 2010
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Source: IMD World Competitiveness, 2010. Ranking among 57 countries.
Comparison in Latin America
¿What shouldwe do from Latin
America?
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Build REAL processesGovernment - Companies - Community
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Social opportunities promotion
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Market conditions improvement • Better Doing Business• Economic advantages
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
PERCEPTION strategy
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Latin America, land of business opportunities
The 2011 Latin American Outsourcing Summit® ● Cartagena, Colombia ● May 26-27, 2011
Copyright © 2011 IAOP. All Rights Reserved.
Copyright © 2011 IAOP. All Rights Reserved.
The 2011 Latin American Outsourcing Summit®
Las Américas Global Resort and Convention Center ● Cartagena, Colombia ● May 26-27, 2011