OPPORTUNITIES IN THE LOCAL INDUSTRY

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1 Libertad Orden y GROWTH, CONFIDENCE AND OPPORTUNITIES TO INVEST BUSINESS PROCESS OUTSOURCING 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. Colombia has become a distribution hub for outsourcing services and IT and Software Services regionalwide, due to the availability of qualified human capital, the strategic and competitive geographic location with easy access to global markets. Its location in the middle of five time zones has a comparative advantage, sharing a time zone with important business centers in the Americas such as Miami, LAX, NY, Toronto, Mexico City, Buenos Aires, Sao Paulo and Santiago, among others. The National Government is currently carrying out an ambitious plan, more than US$ 35,7 billion 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. 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. The Colombian companies of energy generation, transport and distribution are growing. This expansion process will increase the demand of BPO and IT services.

2 COLOMBIA, A COUNTRY WITH MULTIPLE AREAS OF DEVELOPMENT BOGOTA Create Voice BPO centers in Spanish and English to provide services for collection, telemarketing, sales and customer service, and gain access the city s 9.4% bilingual population. Build Non-Voice BPO and KPO centers, leveraging the 50,000 people graduated in Management and Engineering areas between 2010 and 2012,, which represent a highly skilled workforce. MEDELLIN Develop KPO centers focused on financial services, market research, legal, engineering and design services, taking advantage of the more than 37,000 professionals in Management and Engineering programs which represent a workforce capable of providing added value. Develop scalable basic Voice BPO operations and gain access to more than 34,000 people in technical and technological programs in Business and Engineering programs in Antioquia. CALI Build Voice BPO centers in activities such as telemarketing, collections and customer service, tapping into more than 21,000 graduates of technical and technological careers, in programs related to Management and Engineering. Outsource professional services, especially Telemedicine as there are more than 500 companies in the health sector in the region with AN anually growth of 13% per year. Develop Market Research and R&D + Innovation companies particularly for the cosmetics and food industry, with a business network of more than 240 and 380 companies respectively. BARRANQUILLA Build Voice BPO centers in Spanish to provide call center, financial and accounting services and gain access to more than 8,000 graduates in technical and technological programs related to Management and Engineering. Develop KPO projects specialized in outsourcing Engineering services with more than 5,000 engineers in different areas. COFFEE CULTURAL LANDSCAPE Build basic Voice BPO centers such as telemarketing, collections and customer service, taking advantage of more 15,000 technicians and technologists in Engineering and Management programs. Develop KPO projects, especially in Engineering and R&D + Innovation services thanks to the network of more than 16,000 professionals in Engineering and Management areas. BUCARAMANGA Build Offshoring & Outsourcing centers, as a result of the region s strong vocation in these sectors. Because of this, the Tholons Top 100 rankings for 2014 listed Bucaramanga as one of the 100 most attractive cities to invest in outsourcing. Outsource customized services and gain access to the more than 2,000 Medicine graduates and 9,000 Law graduates.

3 COLOMBIA, A MARKET THAT DOUBLES THE GROWTH OF THE LATIN AMERICAN MARKET The BPO industry in Colombia has created more than 246,000 jobs. (IDC, 2014.) In terms of operating revenues in 2013, the industry grew by 16% compared to the previous year. (ACDECC [Colombian Association of Contact Centers and BPO], 2014.) On average, exporting companies are exporting about 40% of their operations. (IDC, 2014.) For three years in a row, Colombia was included in the Top 30 Destination Countries for Offshore Services report. The report highlighted the country s strengths for call center operations and transactional BPO efforts, the Government s proactive support for the IT sector and the competitive costs. (Gartner, 2013.) The bilingual operations of companies such as Sutherland, Teleperfomance and Convergys are noteworthy. (ACDECC, 2014.) BPO INDUSTRY IN COLOMBIA MAJOR SEGMENTS SERVED, 2013 Source: ACDECC. Contact center and BPO Colombian Association, TELECOMMUNICATIONS BANKING AND FINANCIAL SERVICES MASSIVE CONSUMPTION GOVERNMENT INSURANCE OTHERS

4 A GROWING MARKET WITH HIGH CAPACITY OF SKILLED LABOR 67,578 NUMBER OF GRADUATES IN AND BUSINESS ADMINISTRATION, 2012* Source: Employment Observatory, Ministry of Education, * Taking into account technological, undergraduate and postgraduate programs. 8,182 5,851 11,076 14,423 23,108 2,011 TOTAL GRADUATES ELECTRIC ELECTRONIC ECONOMY INDUSTRIAL SYSTEMS ACCOUNTING MANAGEMENT 13,672 57,283 58,884 85, , , ,787 Colombia, with 47.1 million inhabitants, is the world s second largest Spanish-speaking country behind Mexico. It has multiple centers of development: Nine metropolitan areas with a population higher than 500,000 inhabitants. (Source: DANE [National Administrative Department of Statistics].) In Colombia more than 200,000 people graduate every year from higher education. Of those, 56% do so at the undergraduate level and 22% from masters and specializations. (Employment Observatory, Ministry of National Education, 2013.) Colombia is within the 30th largest economies and one of the largest within the non-oecd economies. The country has the second fastest growing labor force in the region. (IMD, 2014.)

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, Colombia shares cultural-affinitypatterns suitable to consolidate operations in the region. Infrastructure capable of support world-class operations: 9 submarine cables, supplemented by an internal optical fiber ring that ensures the national connectivity, increasing Colombia s competitiveness. (MinTIC- Ministry of Information and Communications Technologies, 2014.) 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. GOVERNMENT S COMMITMENT WITH THE SECTOR The Government is committed to support and provide aid through the Productive Transformation Program PTP, a strategy that promotes the sector growth. During the last years, the program has created a favorable environment to consolidate a worldwide recognition for the sector. Program efforts develop throughout four main themes: Human Capital and Regulatory Framework, Consolidation, Promotion and Sector Innovation, and Infrastructure and Sustainability. PAN-AM SAC MAYA - 1 TELECOMMUNICATION INFRASTRUCTURE OF SUBMARINE CABLES CFX - 1 SAM - 1 BARRANQUILLA CARTAGENA TOLU CALI MEDELLIN BOGOTA GLOBENET BUCARAMANGA AMX - 1 PCCS ARCOS SOURCE: MINTIC, Government plan that aims to generate economic growth based on the use and appropriation of ICTs in the Colombian population and the development of a national digital ecosystem. This project is led by the Presidency of the Republic and the Ministry of Information Technologies and Communications, which, at the end of 2013, managed to connect 1,078 municipalities increasing Internet connections from 2.2 to 8.8 million nationwide. 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.

6 MAJOR FOREIGN COMPANIES HAVE CHOSEN COLOMBIA AS AN INVESTMENT DESTINATION 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 Sykes, United States: opened a new call center creating 160 jobs in the city of Barranquilla. HP, United States: opened a new global service center in Medellin. Genpact, India: added value operations service center, especially in financial and accounting areas for the region. United States: contact center to serve the US market.

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