This report presents an overview of Chile in the global offshore services industry value chain. The chain incorporates all services that are currently being provided in the industry and value is correlated to employee education level. This includes the three key segments: Information Technology Outsourcing (ITO), Business Process Outsourcing (BPO) and Knowledge Process Outsourcing (KPO). These services are referred to as horizontal services since they can be provided across all industries. Industry-specific services that cannot be easily applied in other industries are referred to as verticals. This report provides in-depth analysis of the ITO, BPO and KPO segments, including both the current level of development and challenges for future growth, followed by an analysis of upgrading opportunities for vertical offshore industries in the country. The information for the analysis in this paper is drawn from research of the offshore services industry at a global level, including in-depth analysis of lead firms and of three leading countries or regions: India, Eastern Europe and Ireland. This broader research is detailed in the accompanying report, The Offshore Service Industry: A Global Value Chain Approach (Gereffi & Fernandez-Stark, 2010). Information specific to the Chilean value chain for offshore services was gathered from secondary sources as well as 39 interviews with companies in different market segments and relevant higher education institutions as well as industry associations and government agencies.
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