Business Process Outsourcing & Off shoring (BPO&O) Vice-presidency of Foreign Investment August 2011

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1 Business Process Outsourcing & Off shoring (BPO&O) Vice-presidency of Foreign Investment August 2011

2 In 2009, eight sectors formulated and started implementing their Industry business plans leading to become world class performers. In 2010, four more. Promote the development of world class performers of NEW AND EMERGING sectors Stimulate the development of ESTABLISHED SECTORS into world class performers 2010 Promote added value, innovation and development in AGRICULTURAL SECTORS Health Services Graphic Communications Chocolate, confectionery and their inputs Cosmetics and personal care BPO&O Software & IT Electric Energy, products and services Textiles, Apparel, Design and Fashion Auto parts and vehicles Shrimp farming Bovine Beef Palm, vegetable oils and fats

3 BPO&O Initiatives focused on our Action Program Human Capital Development Launch of pilot scheme to strengthen English language skills in SW & IT and BPO&O sectors. Working agreement with the private sector to identify training needs of work force Legal Affairs and Regulation Roadmap for the development of the law on "Data Protection" on Colombia. Industry Development and Promotion IAOP Chapter Creation of Colombia (International Association of Outsourcing Professionals) and Membership of the South America Regional Advisory Board. Infraestructure Implementation of 20 projects for business innovation and technology services through Sinertic.

4 So Colombia represents a wonderful place to do business especially as we consider serving the Latin American market Latin America is a huge continent that represents an amazing opportunity for us. The business people are keen to expand, work with us and welcome us. The governments are even more welcoming and really work its not just lip service, particularly in Colombia, don t get me wrong they have huge issues to tackle, themselves corruption, bureaucracy, crime but their average middle class citizens can lead a decent life without constant stress on some form or another Pramod Bhasin Former CEO Genpact P.Bhasin Blog May 14 th, 2010

5 BPO&O Market in Colombia

6 The IT Sector in Latina America has experienced a sustained growth Source: IDC Evolution of the IT Market in Latin America US$ Million ( ) ,089 64,063 41,063 40,464 15,526 16,126 18,524 7,500 7,473 9, Software Services Hardware Total 44,768 72,832 IT Market L.A.: US$73 billion IT Market in Colombia: US$4.3 billion, expected growth ( ) 11% Emerging countries considered as key players in the industry according to IDC

7 Source: IDC Colombia, third in IT in Latin America IT Industry Share Latin America % IT Share in GDP (2010) Brazil Chile Colombia Argentina Venezuela IT investment in the region is focused on the hardware industry. In Colombia, the investment is focused on Hardware and IT Services. Peru 1.04 Sales US$ Million (2010) 2010 LA Argentina Brazil Colombia Chile Peru Venezuela Hardware 44,768 3,871 19,804 2,131 2,088 1,103 2,240 Services 18, ,544 1, Software 9, , Total IT 72,832 5,332 34,897 4,258 3,383 1,605 3,217

8 Colombia is a wide market that still has opportunities for new IT companies Source: IDC Per capital investment in IT, US$ ( ) Chile Brazil Venezuela Mexico Argentina Colombia

9 According to IDC, Colombia s IT services revenues have almost doubled since 2005 Revenues (sales), US$ Million ( ) ,131 1,894 1,914 1,638 1,224 1,216 1,318 1, Software Services Hardware Source: IDC 2010

10 Outsourcing, Integration and Development, fastest growing segments IT Services Market ( ) Segment US$ Million Growth YoY Outsourcing % Segment Share(%) 2010 Education & Training 2% Consulting 11% Deploy and Support % Integration and Development % Consulting % Education and Training % Total 838 1,218 1,318 1,638 25% Integration & Develop. 20% Deploy & Support 26% Outsourcing 41% Total IT Services Market 2010: US$ 1.64 billion Source: IDC 2010

11 Geographic positions of IT Services in Colombia Atlántico Bolívar Norte de Santander Companies: 27% of total companies are call centers 73% of total companies are providers of Professional Services * Bogotá ** Quindío *** Risaralda **** Caldas Cauca Valle del Cauca *** Antioquia **** ** Tolima Huila Cundinamarca * Santander Boyacá Meta Jobs: The industry employs over 84,000 peole: 16,000 are software employees, 10,000 IT Services employees and 58,000 Call Centers employees. Nariño Number of companies Revenues: 2009 industry sales: US$ 2.5 millones 57% of the total sales are generated by Professional Services companies 43% of the total sales are generated by Call Centers Figures from a survey of 164 leading IT services companies Source: The 5000 companies Dinero Magazine, Ministry of Information Technologies and Communications, BPR Associates - ISI Emerging Markets. Proexport Calculations

12 The segment of Call Centers has shown a sustained growth Revenues in the Contact Center Industry segment have almost doubled in less than three years The number of Jobs in the Contact Center segment has doubled since 2006 US$ Million Thousands f f Exports have grown by more than 150% since 2006 Source: ACDCC. Asociacion Colombiana de Contact Center y BPO US$ Million f F: forecast

13 Fuente: MCIT. Andi Chamber of BPO - Proexport Onshore, Nearshore and Offshore Services Colombia has become an export platform for Latin America, USA, and Europe providing voice and non-voice services in Spanish, English and Portuguese BPO Solutions TI Services Solutions Verticals H.R Management Sales and Costumer Care E commerce Credit, Risk and Collection Management Database Management Helpdesk Backoffice: Document Management, printing, procurement. Software Technology Services Integration and Technical Services Application Development and Modernization Infrastructure Technology Outsourcing Support Services Data Center Management Finance Telecommunications Insurance Industry and Costumer Transportation Media Health Public Administration

14 Competitive figures of the BPO&O Market in Colombia

15 Colombia is a country with multiple development centers Colombia has a population of 46 million inhabitants and has 8 major centers of development with over 500,000 inhabitants Barranquilla 1.1 m de inhabitants Cartagena 0.9 m de inhabitants Medellin 2.3 m de inhabitants Cali 2.2 m de inhabitants Ibague 0.5 m de inhabitants Cucuta 0.6 m de inhabitants Bucaramanga 0.5 m de inhabitants Bogota D.C. 7.2 m de inhabitants Source: Mckinsey

16 Bolivar (Cartagena) has the lowest unemployment rate compared to the other Colombian states Colombia s unemployment rate is 11.7% (January-December, 2010) Unemployment Rate (2010) 15% 8% 9% 10% 11% 12% 12% 13% Bolivar Santander Atlantico Bogota D.C. Norte de Santander Antioquia Valle del Cauca Tolima Fuente: DANE

17 Colombia has an important availability of human resource for BPO Opportunities The 8 main cities in Colombia concentrate 54% of the total universities in 2009 Number of undergraduates (2009) State Economy Business Management Accounting Electrical Engineering Electronic Engineering System Engineering Bogota D.C 1,527 8,310 2, ,809 13,993 Antioquia Medellin 612 5,723 1, Valle del Cauca Cali 311 3,613 1, Santander Bucaramanga 238 1, Bolivar Cartagena Atlantico - Barranquilla 130 1, Others 49% B/manga 6% Bogota DC. 23% Medellin 7% Cali 5% Cartagena 5% B/quilla 5% Total of Universities in Colombia (2009): 126 Fuente: Colombian Ministry of education

18 Human Resources: Highly qualified labor force The second country in Latin America with the highest availability of Human Resources, according to the IMD - (10 = High Availability) Chile 5,66 Colombia Argentina 5,11 5,3 Mexico 4,6 Peru 3,33 Venezuela 2, Number of Universities and Superior Education Centers (2010) Panama Colombia Brazil Argentina Mexico Source: The World Competitiveness Yearbook Euromonitor International

19 Human Resources: Highly qualified labor force Second place in Higher Education in Latin America, according to IMD 2010 (10 = Feels the needs of the economy) Argentina Colombia Venezuela Mexico Brazil Peru Source: The World Competitiveness Yearbook Euromonitor International

20 Source: Euromonitor International Quality and Availability of Human Resources Number of Science, Business and Law Graduates (2010) Brazil 380,651 Mexico 173,751 Colombia 86,188 Chile 19,004 Panama Number of Engineering, Manufacturing and Construcción Graduates (2010) Mexico 58,383 Brazil 50,970 Colombia 36,740 Chile 7,750 Panama 3,439

21 Human talent at competitive costs Colombia Argentina Mexico Peru Brazil Chile Wages of Business and Engineering graduates Financial Analyst (USD) Economist (USD) Colombia Argentina Mexico Peru Brazil Chile Argentina Colombia Mexico Peru Brazil Chile Accountant (USD) Colombia Argentina Mexico Electronic Engineer (USD) Source: Salary Expert ; Human Capital Yearly based Wages: Salary Expert Quartile 16.7; HC Quartile 10. Exchange Rate : Colombia (US dollar = $2,000) Chile (US dollar = $510) Brazil (US dollar = $1.77), Perúu(US dollar = $2.79) Mexico (US dollar = $12.7) Argentina (US dollar = $3.79) Peru Brazil Chile

22 Human talent at competitive costs Colombia Argentina México Perú Brasil Chile Competitive wages for the most representative jobs of the industry Data Entry Clerk (USD) Personal Assistant (USD) Colombia Argentina México Perú Brasil Chile Colombia Argentina México Perú Brasil Chile Database Administrator (USD) Colombia Argentina México Perú Brasil Chile Computer Operator(USD) Source: Salary Expert ; Human Capital Yearly based Wages: Salary Expert Quartile 16.7; HC Quartile 10. Exchange Rate : Colombia (US dollar = $2,000) Chile (US dollar = $510) Brazil (US dollar = $1.77), Perúu(US dollar = $2.79) Mexico (US dollar = $12.7) Argentina (US dollar = $3.79)

23 Human talent at competitive costs Monthly Wages for the Call Center and Contact Centers Industries USD (2010) Agent (Basic Profile) Help Desk Cali 296,9 Barranquilla 512,8 Medellin 320,5 Cali 620,5 Bogota D.C. 320,5 Medellin 620,5 Barranquilla 333,3 Bogota D.C. 670,0 270,0 280,0 290,0 300,0 310,0 320,0 330,0 340,0 Bilingual Customer Care 0,0 200,0 400,0 600,0 800,0 Coordinator (Spanish) Cali 441,0 Cali 682,1 Medellin 485,0 Medellin 682,1 Barranquilla 492,3 Barranquilla 769,2 Bogota D.C. 589,7 Bogota D.C. 923,1 0,0 200,0 400,0 600,0 800,0 Source: Manpower (2010). MMLW = COP $515,000. Exchange Rate: USD 1 = COP $1,850. High level wages 0,0 200,0 400,0 600,0 800,0 1000,0

24 Colombia has the most flexible labor regimen in Latin America Labor Flexibility Index ( 0 = More Flexible) Colombia Chile Argentina Brazil Mexico Peru Venezuela 79.3 Source: World Bank (Doing Business Report, 2010) País Day Shift Night Shift Argentina 6 a.m. 9 p.m. 9 p.m. 6 a.m. Colombia 6 a.m p.m. 10 p.m. - 6 a.m. Costa Rica 5 a.m. 7 p.m. 7 p.m. 5 a.m. Ecuador 6 a.m. 7 p.m. 7 p.m. 6 a.m. Mexico 6 a.m. - 8 p.m. 8 p.m. 6 a.m. Source: Colombia: Law and Law México: Labor Law Costa Rica: Law Ecuador: Labor Code Argentina: Law 11, and 20,

25 Lowest Lay off Costs in Latin America The severance payment for dismissal without just cause is the lowest in Latin America. The chart is based on the case of an employee working with a company during 2 years with a monthly salary of US$ 1,000 USD ,768 USD USD ,000 USD USD ,333 2,000 2,000 1,667 USD USD USD 500 USD 0 Brazil Peru Costa Rica Argentina Chile Colombia Source: Colombia: Article 64 of the Labor Code. Mexico. Article 50 of the Federal Labor Law; Peru. Article 94 of the Supreme Decree ; Costa Rica. Article 28 and 29 of Labor code. Argentina article 245 of Law of Brazil. Article 478 and 487 of Law 5452 of 1943 (Consolidation of the Labor Laws and FGTS -Unemployment Service Fund in Law 5107 of 1966). Chile article 161 and 167 of Labor Code.

26 Hotel Dann, Santillana, Asomadera ER EL ROBLE ER EL TAMBOR Calle 100, Paseo El Lago, Pedro Domeq y Colpatria Cabeceras, José Acevedo y Gómez Infraestructure to support world-class operations North-South Ring Año 2008 OCEANO ATLANTICO CABLE EMERGIA CABLE MAYA PDP RIOHACHA PDP SANTA MARTA EDIFICIO EL EJECUTIVO SE PARAGUAIPOA EDIFICIO BCH CABLE PANAMERICANO PDP BARRANQUILLA SE TERMOGUAJIRA SE CUESTECITAS NOGALES CABLE CFX MARACAIBO MARACAIBO SE SABANALARGA SE FUNDACIÓN PDP VALLEDUPAR CABLE ARCOS-1 PDP CARTAGENA EDIFICIO CAJA AGRARIA EDIFICIO CHAMBACÚ SE EL COPEY PDP TOLU PDP SINCELEJO EDIFICIO BANCO DE BOGOTÁ USTUPO PDP MONTERIA EDIFICIO MALENA SE EL BANCO PANAMA SALITRAL OCAÑA SE OCAÑA CUCUTA SE SAN MATEO SE CAUCASIA RED METRO MEDELLÍN PDP MEDELLIN SEDE ISA SE YARUMAL BARRANCABERMEJA SE COMUNEROS BUCARAMANGA SE LOS PALOS SE PRIMAVERA SE MIRAFLORES RED METRO BUCARAMANGA SE ANCÓN SUR SE SAN CARLOS PDP MANIZALES AVANTEL CHIPRE SE PURNIO PDP TUNJA EDIFICIO SOCIEDAD DE INGENIEROS OCEANO PACIFICO CABLE GLOBAL CROSSING PDP BUENAVENTURA EDIFICIO PTC SE LA VIRGINIA PDP PEREIRA EDIFICO ANTONIO CORREA SE TORCA RED METRO BOGOTA SE GUAVIO PDP ARMENIA AYA PDP BOGOTÁ EDIFICIO WBP IBAGUE SE MIROLINDO PDP VILLAVICENCIO EDIFICIO ONDAS DEL META PDP CALI CHIPICHAPE SE YUMBO META 5 submarine cables that generate over 500 Gbps of bandwidth POPAYAN SE SAN BERNARDINO PDP PASTO PLAZUELAS SE JAMONDINO NEIVA SE EL BOTE SE BETANIA Fuente: ICT Colombian Ministry Hacia Quito ECUADOR

27 Highly Competitive Operating Costs Competitive Internet Cost Monthly US$ for 1Mbps (Megabytes per second) Brazil 42 Colombia Argentina Venezuela Chile 60 Peru Average Rent Costs in Buildings at Competitive Prices US $/m² Lima 9.5 Ciudad de México Bogota Caracas 13.9 Source: Colliers International Category A+ y A Buildings Buenos Aires Santiago

28 Colombia is in the middle of 5 time zones Colombia is in the middle of 5 time zones, and share time zone with important business centers like New York, Toronto and Miami Time Zone New York Washington Ciudad de México Buenos Aires Santiago Sao Paulo Los Angeles Montreal Bogota - - (-1) (+2) (-1) (+2) (-3) 0 Buenos Aires (+2) (+2) (+3) - (+1) - (+5) (+2) Sao Paulo (+2) (+2) (+3) - (+1) - (+5) (+2) Ciudad de México (-1) (-1) - (-3) (-2) (-3) (+2) (-1) Source:

29 A sample of the BPO companies in Colombia: Success Stories

30 German Enterprise of Sales and Customer Service for Latin America in Mexico, Puerto Rico, Dominican Republic, Venezuela, Ecuador, Peru, Chile, Argentina and Colombia American Enterprise of Software solutions help desk for Latin America. Sales of call centers and network support for Latin America nor Brazil neither Mexico- Andean Region Headquarters for Colombia, Venezuela, Peru and Ecuador American Enterprise of Financial Services, Communications and Infraestructure for Latin America in: Colombia, Venezuela, Peru, Ecuador and Pananma Andean Region Headquarters for Colombia, Venezuela, Peru, Ecuador and Panama

31 American Enterprise of Customer Service for Personal and Corporate Banking in twelve countries in Latin America, except for Brazil and Mexico American Enterprise of IT Services in Colombia American Enterprise of Sales and customer service for Latin America except Brazil Free Trade Zone Operation for a Managed Service Center. Andean Region F&A shared services for the Americas American Enterprise of IT Services operating in North America and Latin America

32 American Data Center based in Bogota for the Andean Region. Backup center of the NAP Americas in Miami Headquarters and Logistics Operations F&A shared services for the Andean Region American Bilingual contact center operation for United States and Colombia French Bilingual contact center for The Americas and Western Europe

33 Source: Asociación Colombiana de Contact Center y BPO - ACCC Colombia s Main Call Centers Companies Workstations 160 Jobs 180Colombia Workstations 960 Jobs 550 Workstations 4,600 Jobs 6,900 Workstations 400 Jobs 600 Workstations 2,700 Jobs 4,200 Workstations 3,800 Jobs 5,400 Workstations 1,290 Jobs 1,000 Workstations 1,100 Jobs 1,200 Workstations 220 Jobs 215 Workstations 1,900 Jobs 2,600 Workstations 500 Jobs 500 Workstations 70 Jobs 35

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