Zagada Announces its ZaCCURS Rating on Transactel Setting a New Standard for Measuring...

Zagada Announces its ZaCCURS Rating on Transactel Setting a New Standard for Measuring Call Centers and BPO Service Suppliers Performance

CORAL GABLES, Fla.--(Business Wire)--
Zagada announces the completion of its Zagada Call Center Uniform
Rating System (ZaCCURS) analysis on Transactel - Central America's
leading contact center & BPO operator. Transactel achieved a score of
180.6 with an uncertainty level of plus or minus 2.5. This places
Transactel at the 76 percentile ranking worldwide among all major call
centers. This result is also higher than the result obtained by
Transatel's competition in Latin America, which returned a median
score of 133.1 as compared to global data. This represents an
impressive performance for a relatively young company.

Transactel scores quite highly in English proficiency, U.S.
cultural alignment, service redundancy, infrastructural quality and
operational scalability. Areas of improvement include the
standardization and systematization of processes inherent in
certifications such as ISO 9001:2000 and CMMi/ISO 15054. ISO 27001 and
PCI DSS security certification, as well as strong Six Sigma personnel
and methodology, largely compensate this. EBIT and comparative cost
are quite higher than average, highlighting a successful multinational
expansion strategy. The successful Implementation of this strategy
significantly hedges Transactel from currency and market fluctuations
while maximizing fungible resource scalability.

ZaCCURS is the market's first quantitative model-driven ratings
solution for call center and BPO firms. ZaCCURS is organized into four
main quadrants inclusive of personnel, structural, financial and
strategic. The model's algorithm tests for two key measurements: level
of financial or investment value and level of operational excellence,
resulting in an aggregate numeric score. ZaCCURS reflects a shift from
subjective- human-driven analyst rating assessments practiced by
traditional analyst rating firms and institutions and integrates,
measures and quantify existing industry assessments together with its
own parameters to arrive at an accurate rating score.

The four quadrants contain twenty-four data dimensions that cover
all key aspects of the company's operation. Standard fundamental
measurements and scoring include financial balance sheet ratios, IT/IS
technical reliability, service spectrum, CMMI level certification, and
ISO9001. Important soft and intangible parameters scored include union
activity level, management performance; U.S. culture alignment,
foreign language capability, high English speaking proficiency and
customer care delivery assessment.

This new service innovation rating eliminates guesswork and
subjectivity with which privately held call centers and BPOs evaluate
their capability. Suppliers can also effectively use the rating as an
internal management evaluation solution, competitive intelligence, and
an external business development tool. Corporate buyers and financial
intermediaries engaged in global service supplier sourcing and deal
development will benefit by subscribing to Zagada's rating services.

About Zagada Markets

Zagada is a business development analytics firm. The company
provides research, indexes, rating and tailor-made advisory services
on countries, cities and service suppliers to corporations. The
company principally serves the corporate buy-side and is totally
focused on delivering sourcing analytics on the global outsourcing
sector. The company is the co-developer, with Waagstein Research of
the ZagadaWaagstein Global Outsourcing 100 Index (ZAWA100) which is
the first global investable benchmark on the sector. Visit Zagada at
www.zagada.com. Visit ZAWA100 Index site at www.zagada.com/index.
Visit Zagada Store at www.zagadastore.com.

Zagada Markets
Pamela Sharpe, 786-348-7531
press@zagada.com

Copyright Business Wire 2008