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March 18, 2009
New Utopia Group website
The new website for the Utopia Group is up. After a couple of years of inactivity on our other site, I decided to create a simple and informative site developed by me on my Mac. It is a simple, text based site that seeks to inform those interested in our services, rather than wow them with Flash presentations or graphics. Please feel free to provide feedback. Crossposted to my business blog March 03, 2008
Linkedin Power User Guide
December 29, 2007
Plans for 2008
 2008 is shaping up to be a promising year. August 27, 2007
Connect International
While visiting Nicaragua, I had a chance to spend some time with Connect International, a new call center founded in Managua in February of this year. The call center is primarily focused on outgoing collections activities at the moment, but let me tell you, these guys are comers. They will be one of the dominant call centers in region within the next couple of years, of that I am sure. What I see is a dynamite team of young people, led by a young, intelligent, super motivated CEO, Juan Carlos Montealegre. Juan is one of the latest generation of Nicaraguans whose families left the country during the war and who migrated to the U.S., now the children of these families, including JC and many of the people who work for him, are returning to Nicaragua and creating a whole new class of professionals. Nicaragua is going to compete with Honduras as the next "Green Field," opportunity for Contact Center development. August 14, 2007
Back in Managua
I am back in Nicaragua this week working with a client who wants to partner with a local call center here. I am impressed with the young Contact Center industry. For the second week in a row, I visited Connect,
The Connect Call Center And Press2, two of the new, young Call Centers here in Nicaragua.
I have been very impressed with the quality of what I have seen so far, and look forward to doing some business here, and maybe reccomending the country to some of my clients. Gotta run I have a business dinner to attend to tonight here in Managua. August 02, 2007
Headed off to Nicaragua next week...
I will be visiting a couple of call centers in Nicaragua next week in an effort to get a handle on the industry there.  I have not done any business in Nicaragua and it presents some very interesting opportunities and possibilities for my clients. More on my Business Blog July 22, 2007
The Ever Growing Utopia
Looks like I will be off on another whirlwind trip in a couple of weeks. I have also been working with one of Costa Rica's biggest Real Estate ventures on evaluating and developing a VOIP strategy for their telesales organization and for the companies internal use. Looks like I will be back on the road the second week in August, and more than likely visiting some of my favorite Central American Cities again. With any luck, I may even have time to have coffee with some of my contacts and friends there. I am hoping that we will stay at the Raddisson in Guatemala again, what a spectacular hotel, and what fantastic staff. This coming week will be pretty hectic as I plan for this trip and evaluate some proposals for my North American Client. Things are looking pretty interesting in this project, and I am looking forward to being a part of it right up until it is operational. In the interim, I also have a client coming in from Russia in the next couple of weeks, I need to set some meetings for him to establish a company here in Costa Rica. I dont expect it to take much time, but it must be done right, he is depending on my recommendations to ensure that he has the right contacts in country to kick his business off right. Crossposted to Business Blog July 04, 2007
Yep, it was a tough week!
Just in case you doubt how tough last week was...
That was me on the way to one of my meetings. Real slave driver this client. Hehehehe... Or real lazy guy... this consultant guy. Hehe
Of course it was not all power naps... It was an interesting experience, visiting three countries in four days. It would have also been interesting to include El Salvador in the mix, as they have been coming on strong in call centers in the last couple of years. Unfortunately on this trip, time did not permit much variance from the agenda. Nevertheless, it was awesome getting to see how the industry has grown in a short time. When I founded a call center in Guatemala last year, there were a few already in place, but it was not the thriving call center Mecca it is today. Nicaragua has done some extraordinary things to build its small but growing industry. I was reminiscing last night with some industry associates about all the call centers I have had the opportunity to visit recently... One thing stands out... Most of them have exactly the same structure I first put into place at Packard Bell Electronics almost 20 years ago, and then at the Acer Call Center (First in Central America), back in 1994. Agent to Lead to Supervisor ratios, Duty Monitors, QA, the works. This makes me very proud, as it makes me feel like a proud poppa in many ways. Its also satisfying to see how many of my people have went on to major management roles at other companies. Recently I have had the opportunity to get back in touch with a bunch of them, and many memories come flooding back. Its nice, "if somewhat tiring," to get out there and see first hand how the industry is growing. I am grateful for the opportunities I have had to promote that growth... Cross Posted to my Business Blog July 03, 2007
Why I hate flying Taca
Last week, at the end of my three country tour, I went through a nightmare with Taca Airlines, that no one should have to endure. Granted, it was not 10 hours stuck on a tarmac, but it was almost as bad, especially considering the fact that San Pedro Sula's international airport has almost no airconditioning, and that it is one of the hottest cities in the region... Below is a letter I sent to a couple of people whom I know, one who is an executive at Taca. (Keep in mind that this email was sent on Friday Morning, AFTER the disaster. Here are the details of what happened last night here in San Pedro Sula. I was scheduled to fly out last night on the regular flight (Flight 221 to El Salvador with a connection to Flight 7623, due to leave at 4:50. By 5pm the plane had not even arrived. No proactive status was provided for passengers, and those of us who asked, were given several stories. · The plane is late, it will arrive in 15 minutes · It will arrive in 30 minutes · It will not arrive, but another plane is being sent from El Salvador After the plane had not arrived in two hours, many people went to the desk to ask what was going on. At no time while I was at the gate, was a proactive approach taken. By 7pm, the word had spread and most of the passengers were aware that the flight had been canceled. Those of us who asked, were sent downstairs to the main checkin counter to see what arrangements could be made. NOTHING was proactive. Old people (Several Grandmothers), and young children some as young as 6 or 7 years old, were forced to stand in line for HOURS, while only TWO agents worked the check-in counter. Since there is a festival here in San Pedro Sula, no hotel rooms were available. Thanks to the help of Grupo Karims and Alexis Ramirez, I was able to locate one room for myself. But was then told that the cancelation was due to weather, despite the arrival of other Taca and other carrier flights, and that Taca would not pay for my Hotel. I demanded to see a supervisor and informed her (Helga), that the situation was unacceptable and that she needed to take ownership of mine and other passenger issues. Since I was the squeaky wheel, I got help, (A voucher), an rescheduled flight for today. Many people, including a major executive for Pepsi Latin America, were left standing in line for many hours, with no reasonable possibility of an alternate flight last night, OR a Hotel. MANY of the passengers were exhausted, hungry and without water or any drink for hours, including myself. God only knows how many customers Taca lost last night. I cut up my Distancia card and will make every attempt to fly Copa from now on my many business trips in the region. I have already visited Managua and Guatemala City earlier this week via Taca, and experienced other delays with the ON TIME GAURANTEE airline.
On Wednesday, my flight from Managua to El Salvador was over 40 minutes late, and I had to LITERALLY RUN when I got to El Salvador to make my connection to the SPS Flight, despite my bad knees, because they were announcing final boarding…. My gate was 8 gates away. I am tired, angry and not looking forward to my flight tonight. My knees hurt and I am not looking forward to being treated like a vaca and cramped up for another two flights. But I am one of the lucky ones. At least my contacts and ability to plead my case resulted in me having a bed last night. Over 50 Taca passengers were probably not so lucky. It would seem that a company the size of Taca would at least have the decency and human compassion to see that grandmothers and small children, for that matter ALL of their passengers, would have something to drink and a sandwich! I intend to write a full accounting of this experience on my website, which is visited by over 2000 people a day, and is one of the most popular websites in the world, and the number two rated Blog in Latin America! I will also be talking to the editor of La Republica in Costa Rica. I am often interviewed for the paper and have a relationship with its owners. I do not intend to rest until this issue is addressed fully by Taca, and an accounting is made of how they handled this case. It was PURE CHAOS!
UPDATE: Taca sent me an email offering me 500 miles for them failing to meet their "on time guarantee. " I guess they missed the rest of the email huh? Crossposted to my Business Blog Contact Center Industry in Central America
I am just getting back from a whirlwind tour of Guatemala City, Managua Nicaragua and San Pedro Sula, Honduras. Three cities in 4 hectic days. WHile I have founded call centers in Costa Rica and Guatemala.... and am in the process of developing one in Honduras, I had never traveled to Nicaragua. I was pleasantly surprised at the growth of the industry in Nicaragua. The week started on Monday, the 25th, when I left Costa Rica at 6:30 am for a flight to Guatemala City. The flights were uneventful, and I landed in Guatemala about 9:40, after a short layover in El Salvador. Actual flying time was about an hour and a half, not even enough time to get uncomfortable. I started my day in Guatemala with breakfast with an old friend (My taxi driver from the period I spent there last year). On arriving at the beautiful Radisson Hotel, I found out I had recieved a room upgrade. The view from my Ninth Floor suite was spectacular.
Guatemala City is one of the most beautiful cities in Latin America, and much has happened in the year since I last visited.
The Call Center industry has littery exploded and it is easy to see why. Invest in Guatemala, the organization responsible for bringing investment to Guatemala, has done a spectacular job recruiting outsourcing orgazinations to Guatemala. Having founded a call center in Guatemala last year, I was not surprised at the progress that has been made there . What I found most surprising was Nicaragua. While in Nicaragaua we visited a couple of BPO and Contact Center Operations, these two young ladies worked for one of them, a company providing support to an Investment Bank in California.
The level of talent was amazing. Both of these two ladies spoke English as well as I, and the one on the left is an MBA. The operations ranged from sophisticated operations in ultra modern facilities, to simple voice over ip based cubicle farms in small houses. It was not the sophistication or lack thereof that made the impact, it was the variety and intensity in which the Nicaraguans are attacking the opportunity. With the project I am managing (currently on hiatus) in Honduras, I am certain that the industry will take off there as well. I received another email today from someone interested in building a call center somewhere in Central America. It will be an interesting summer. And likely a lot of flying... Speaking of which... If I had an option, I would never fly Taca again...
One of four LATE Taca Flights, last week. This one from Managua to San Salvador... More on that later. Crossposted to my Business Blog June 24, 2007
The Return of In Search of Utopia
I am off tomorrow on a business trip to Guatemala, Nicaragua and Honduras. I expect to be back next Friday. When I return, I am planning on a relaunch o9f ISOU. Also looking for guest bloggers. Anyone interested, drop me a line at: davidscottanderson -at- gmail.com DA May 22, 2007
Introducing Contact Centers Central America
Contact Centers Central America
CCCA will be a hub of communications and news about the call center industry, and will offer potential clients more information about The Utopia Group, and Solutions Costa Rica, consulting services. Our goal is to continue to expand our reach and vision for the Contact Center Industry, outside of Costa Rica, and to be partners in the growth of the contact center and call center industry, throughout the region. The reputation of the Utopia Group has led to opportunities in many countries in the Central American region, and a growing respect for the quality of our work and extensiveness of our network of contacts. From founding one of the first Multinational Call Centers in Central America, to developing a reputation as "the call center gurus," in the the region, we take pride in being, "out front," in the Contact Center Market. CCCA is just another example of us taking a proactive approach to developing and growing our market. In 2007, we will plan and open the first "major," contact center in Honduras, and will help to establish the Honduran Contact Center market. We take pride in our previous trailblazing roles in Costa Rica and Guatemala, and in the many strong business relationships we have forged in those countries. It will be a few days before the site is up and running, in the meantime, join me in welcoming CCCA to the Utopia family of websites. August 16, 2006
A couple of recent articles...
Featuring quotes by yours truly....
Click on images for larger image!
August 14, 2006
Another Busy week... (Some Random Notes)
I am going to be slammed with work all this week. Today I spent the day training my client in Santa Ana. Tomorrow I have my monthly investor training in Esterillo, Wednesday, more training for Santa Ana, Thursday, planning sessions for the Limon Call Center, and Friday more training for Santa Ana. And tomorrow is Costa Rica's Mothers day, so to all the lovely mothers of the world, especially las Ticas, Happy Mothers day... March 18, 2006
The Start of a New Adventure
The truth is that after five years, I have grown tired of the original charter of Grupo Utopia. To be sure we have acomplished some incredible things on the small investment we started the company with. GU has become synonymous with high technology leadership. We have forged relationships with some of the biggest technology companies in the world, including Intel, Oracle, IBM, Motorola, Palm and HP, and we have created a buzz about wireless technology and high technology in general. We have also created a strong brand... So why start a new company? There are many reasons, but the primary one is to seek a level of investment that will allow me to develop some exciting new concepts. With the ownership structure of GU, it would be hard to raise sufficient funds to do so, without long and drawn out negotiations with existing investors. I plan to refocus GU on Call Center Consulting, while structuring the new company to be 100% focussed on wireless and associated technologies. One of the great things that has come out of my adventures has been developing a relationship with the Press. GU is one of the most written about companies in Costa Rica. This week, I have two interviews appearing in the local business press. This picture is from one of the Interviews.I am frequently consulted about trends in Outsourcing or wireless technology. Both subjects are hot right now, as Costa Rica struggles with more competition from other countries in the region, as an outsourcing destination, and as ICE (The National Phone Company), is finaly working to make their three year old GPRS wirless network a "real service." RACSA, ICE's official Internet subsidiary has also put together plans for the launch of a Metropolitan Area network of wirless hotspots, more than likely 802.11B or G. So wireless is about to take off in a big way in Costa Rica, and we want to be there to take advantage of the trend. Five years ago, Grupo Utopia installed the first, "Public," wireless network in Costa Rica, at the Palma Real Hotel, and then we stood by and watched the market explode with public access points at almost every major hotel here. We made ZIP off of our Pioneering efforts. We will NOT miss this opportunity! I have never been a believer in LUCK. I believe in Destiny. The two interviews appearing this week were not planned, they just happened, as I got a call from a reporter friend who was in the process of writing them. The timing is perfect... December 10, 2005
The iPod has landed....
I got quite a shock the last night before leaving Guatemala.
My client was kind enough to give me a brand new Black iPod (30GB).
Anyway, just in case some of you were considering giving me one for Christmas... That base is covered. Now I would like to have a new Powerbook. Hehe... December 01, 2005
The Giant of Costa Ricas MSM
Picture with Fred Blaser, Publisher of La Republica Newspaper, and fellow Blogger. I met with Fred today to discuss some consulting work for La Republica and to get his help on promoting the Guatemala Project. November 30, 2005
Damn My luck!
Every time something good like this, comes along, I am in Guatemala! Dammit! November 07, 2005
I am off!
Good morning world. I am in final preparations for my trip to Guatemala. I will try to check in periodically while there, but may not have much time. Hey, don't forget to put a pin on my Frappr map! One Love, DA November 06, 2005
Money Making Opportunity
As most of you know, I am opening a new contact center in Guatemala City. We are currently looking for clients. Plans including providing the following services: * Inbound Customer Service and Technical Support Calls The Center is being designed with the latest in technology, including solutions from: * Cisco If any of you have any leads for potential clients, or are looking for an outsourcing partner in Spanish or English, drop me a line. We are paying large finders fees on signed contracts. Contact me for details. Also available: * Custom programming and back office services. Looks like I just got another gig...
As my faithful readers know, we recently set up the CA Plus blog, the first MSM publication blog in Costa Rica. You will see their badge over on the right sidebar. And if you haven't done so already, click it. It is a damned interesting blog, if you have any interest in good writing and commentary on what is becoming a VERY important region for the U.S. The blog does not yet have a blogroll, and traffic is minimal for the moment, but it will grow. CA Plus is owned by The La Republica Media Group, the owners of La Republica, the best business newspaper in Central America. I just heard from La Republica's managing director, and they want us to set up online classifieds for them. So if anyone knows of a good industrial strength web application (with a Spanish version), to set up online classifieds, let me know. October 28, 2005
Going back to Guatemala!
I will be headed back to Guatemala in about a week. No Boyd, that is not my office up top. Hehe... But I am considering this young lady as my new administrative assistant.
Naw, my wife would never permit it, and besides I could not possibly pay her what she makes as a lingerie model for Besame! This next trip to Guatemala should be interesting. We are working on finalizing our technology plans, and there is heated competition going on between Cisco, IBM, Avaya, Dell and HP for the infrastructure contracts. The first week I am back I have meetings with all of them. I am also hoping to finaly have some free time to visit Tikal, and some of the other Mayan ruins in Guatemala. My last trip was so busy and with the rain and mudslides, it made it impossible to visit any of the ruins or enjoy any of the other touristy stuff. I also hope to decide on a building while we are there. We are considering a building from these folks. They have an awesome new building in Guatemala, that we have been looking at, and hope to acquire. October 25, 2005
Full Tilt Mode on Work!
I have been on Full Tilt mode on work lately. This project in Guatemala may end up being the signature project of my career and a chance to finaly put the "International," in Grupo Utopia International.  October 13, 2005
I'm Back!
Missed all of you. The project in Guatemala is going well. For those of you who were concerned about me because of the flooding there, be assured I am alive and well. I also appreciate those who helped me by guest blogging while I was away. I will be busy for the next few days working on proposals from Vendors in Guatemala, for now I offer a few pictures from my trip.
I did not have time to do much touristy stuff this trip, but I head back in two weeks. Will try to visit Antigua, and some of the other historical sites and take some pics for you. My overall impressions.... This country is beautiful, with wide, clean streets, super infrastructure, great people and awesome food. I went out only a couple of nights while there, but I went to first class restaurants each time, and great meals without wine were about 25 bucks. I figured some of you might be interested in seeing some pictures of the place, so I ran around a bit this morning and took some pictures before my flight...
The following is the ancient Basilica of Guatemala, which dates back to the colonial days, when Guatemala was capital of Central America.
I will write more when I have more time. I just wanted everyone to know I am safe, and happily at home. October 04, 2005
In Guatemala
Hello everyone. I am in Guatemala and working hard. Spent 12 hours in meetings on Saturday, and all day yesterday. September 06, 2005
Very Busy the Next Few Days
Hello everyone, I am going to be very busy the next few days, and would appreciate any of my Guest Bloggers stepping up for me while I am tied up with work. It is super important that I stay focused. August 29, 2005
Good Day for Grupo Utopia
Saturdays meetings with our new client went well, and we will be working this week to execute a contract for the project and get started on what promises to be a very busy month of planning previous to our first trip to Guatemala. Blogging will be sporadic for the next few days. Powered By Qumana
August 28, 2005
Guatemala
Looks like the Guatemala Project is a go. Thanks to all those who supported me with prayers and best wishes. Will be traveling with my team to Guatemala extensively over the next five months. Will fill you in on the details of the project as they emerge. August 27, 2005
Out all day today
I am going to be attending to a visiting client all day today. If any of my regular crew of Guest Bloggers could step up, I would appreciate it. August 19, 2005
What I have been up to....
Some of my regular readers have no doubt noted that I have not been posting much lately. The primary reason for this is that Business has suddenly become so busy as to not have much time.... Among our current projects: * A Corporate Training for Executives of one of San Jose's Top Business Hotels. * Developing a Blog for the Publishers of La Republica Newspaper. (Rogue Angel did a helluva job as our subcontractor), pays to read ISOU. Hehe... * Preparing for a six month project to developer the first International Call Center in Guatemala. * Providing a slew of new personal and business services, for people immigrating to Costa Rica. Planning a major Event with HP and a couple of other major technology players for October. Planning a new system integration business with HP. Working on an alliance with an American Technology provider to provide enhanced WAP services for Costa Ricas new GPRS network. So my hands have been kind of full these days. It appears my guest bloggers have not stepped up too much, so I am looking for others interested in guest blogging. If you are interested let me know via email, or comments to this post. What I have been up to....
Some of my regular readers have no doubt noted that I have not been posting much lately. The primary reason for this is that Business has suddenly become so busy as to not have much time.... Among our current projects: * A Corporate Training for Executives of one of San Jose's Top Business Hotels. * Developing a Blog for the Publishers of La Republica Newspaper. (Rogue Angel did a helluva job as our subcontractor), pays to read ISOU. Hehe... * Preparing for a six month project to developer the first International Call Center in Guatemala. * Providing a slew of new personal and business services, for people immigrating to Costa Rica. Planning a major Event with HP and a couple of other major technology players for October. Planning a new system integration business with HP. Working on an alliance with an American Technology provider to provide enhanced WAP services for Costa Ricas new GPRS network. So my hands have been kind of full these days. It appears my guest bloggers have not stepped up too much, so I am looking for others interested in guest blogging. If you are interested let me know via email, or comments to this post. August 08, 2005
Special Request - Sticky Post
Grupo Utopia is in a competitive bid situation for a MAJOR project in Guatemala. The project is the kind I am well known for implementing, and will not only be a major client for us, but a major feather in our cap. I believe strongly in the power of prayer, especially when it comes from many people with no direct interest in the results. On Thursday and Friday of last week, the potential client started reference checking on us. I know because several references called to inform me that the call had went well. In other news, I have convinced the owner of the second largest newspaper in Costa Rica to start a blog on Business in Central America, a very appropriate time with the passage of CAFTA. Grupo Utopia and I will be consulting for him to help launch the blog, it will be online in a week or so. I hope you will add the blog to your blog roll and help him get some momentum! August 03, 2005
CAFTA
Bush signed CAFTA into law today, and it will be interesting to see it's effects. There is no doubt that CAFTA will have major benefits to Grupo Utopia, the company I founded here in Costa Rica. Despite HEAVY opposition from trade unions here, who see the opening of the market as a threat to their job security, the agreement will likely eventually pass. What it means is that that ICE, the local telephone monopoly, and other government owned monopolies in Insurance, etc. will be forced to compete, something that will challenge their records of slow and often BAD customer service. It will also mean investment by high technology companies like cellular providers, that will directly challenge ICE. This is good news for Utopia, as the high technology and wireless market is our base. On the flip side, I do believe that CAFTA will continue to erode employment opportunities for people in the States, especially in the low end manufacturing sector, as more investment is made in Near Shore manufacturing in Central America, where cost are considerably lower and productivity often higher. We will no doubt expoit the opportunities offered by CAFTA, and are evaluating how we can best take advantage of the opportunities now. Nevertheless, I can not help but to feel for some Americans who will suffer as a result of its passing. July 29, 2005
Mobility Event in September
The event will focus on mobile solutions based on HP iPaqs, Tablet PC's, Notebooks and other mobile Technology. We are also planning on including vendors with business oriented Wifi and GPRS Cellular connectivity solutions. Event Theme: "Mobility Everywhere!"
It should be another exciting event! If you are a solutions vendor or integrator and are interested in promoting your product in front of decision makers from one of the most technologically savy countries in Latin America, or if you are a business person in Costa Rica and interested in how you can use wireless and mobile technology to advance your business strategy, you can contact us here, for more info. July 19, 2005
Local Interview on Eco Radio
To my local readers. I did an interview for Eco Radio today. It will air tomorrow at noon on Eco 95.9. The interview focuses on wireless technology, and how to implement a wireless strategy for a small to medium business, or home. Another Coup for Grupo Utopia
The following is a JPG of a Recent Article in Financiero, (The Equivalent of The Wall Street Journal, for Costa Rica).
Click for larger image, or Download PDF of the article here. July 03, 2005
Opportunity for People Interested in Costa Rica
We looking for Partners and potential "working," investors for Grupo Utopia. Not interested in silent partners. This is a ground floor opportunity for people who are interested in joining and working with a dynamic "Silicon Valley," style startup with tremendous potential and outstanding Market visibility. (See the Press Page of our Main Site). We are looking for people with consulting experience, wireless networking expertise, general business consulting or technology consulting experience and and/or an entrepreneurial spirit. We are NOT Hiring, we are looking for people who want to join the business as a partner/investor, but again, in a working role. Spanish is prefered, but willingness to work hard, SELL the business and get out there, is more important. July 02, 2005
New Yahoo Group for People Interested in Business in Costa Rica
I have started a new Yahoo Group for those interested in business in Costa Rica. Feel free to join or to register for our newsletter. July 01, 2005
Doing Business In Costa Rica
Grupo Utopia International, the High Technology Consulting firm I founded five years ago, is expanding operations. We will now be working with one of the most dynamic law firms and other professionals in Costa Rica to offer a wide variety of services to those interested in relocating to, or doing business in Costa Rica. Services include: We are leveraging over 40 years of experience in the local market to help you with any and all needs related to traveling to or doing business in Costa Rica. Download Grupo Utopia Brochure For Costs and Additional Information, Click Here! For Additional Information, email us.
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Busy week ahead. I hope to meet with the representative of a group of Angel investors this week. I have been working since the completion of the Guatemalan project on an idea for a new company focused on wireless technology. The response to my initial executive summary has been encouraging, but there is still much work to be done.
What do you think?
Another Grupo Utopia Spectacular!