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Guatemala Call Center Outsourcing

Save over 50% on costs by outsourcing your call center services to Guatemala

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About the Call Center Industry in Guatemala

For US businesses, Guatemala is an ideal location for call center outsourcing for a number of reasons. For starters, it’s conveniently located in the Central Standard Time Zone, facilitating optimal communication between the two countries. 

Call centers are located among central business districts, tech hubs, and universities, offering a highly educated pool of workers from which to draw. The BPO sector is continuing to grow, with Guatemala becoming one of the leading Central American countries for it.


Why do companies outsource call center operations to Guatemala?

Labor Pool

  • Large workforce of well-educated people, trained and eager to work
  • Bilingual English and Spanish-speaking agents
  • Skilled workers with a neutral Spanish accent ideal for serving the US Hispanic market
  • Employees are trained in a variety of roles, including customer service, tech support, and live chat, for a range of industries

Business Climate

  • Guatemala’s BPO market is valued at $700 million
  • Compliant with all PCI, HIPAA, SOC II, and ISO regulations
  • Ranked 53.52 in the WEF’s Global Competitiveness Index 2019
  • Non-discriminatory laws towards foreign investors

Infrastructure

  • Strong telecommunications networks
  • 3rd largest country in Central America and easily accessible to North, South, and the rest of Central America
  • Increased tourism fuels growth in job opportunities and relevant industries
  • Free trade agreement with the US

Country

  • Central Standard Time Zone allows for easy communication with US-based businesses and clientele
  • 70% of the population is under 30 years old
  • Pleasant tropical climate all year round
  • Central Business Districts conveniently located in major cities

US Companies With a Presence in Guatemala

AT&T
Citibank
3M
Alorica
[24]7.ai
Walmart
Dell
Capgemini
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Statistics About Guatemala

Population

16.86 million

Youth Unemployment Rate (ages 15-34)

4.88%

GDP

$77.6 billion USD

Working Age Population (15-64)

3 million

Business Language(s)

English and Spanish

Call Center Industry Growth Rate

Expected CAGR of 15% from 2021-2025

Frequently Asked Questions

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Why do US companies outsource call centers to Guatemala?

The BPO industry is flourishing, and companies are choosing to outsource their call centers to Guatemala because it has some of the lowest wages compared to call centers in other Central American countries. Businesses can save up to 70% in labor costs by outsourcing to Guatemala versus managing in-house.

On top of cost savings, the US is often in need of bilingual representatives, and outsourcing to Guatemala provides a larger pool of bilingual speakers compared to the US workforce. Guatemalan call center agents are also known for their neutral Spanish accents, making them ideal for supporting the diverse Hispanic market in the US. 

Where are most call centers in Guatemala located?

Call centers are primarily located in Guatemala City, as well as strategically around the country’s central business districts, tech hubs, and universities, providing employers a large pool of educated and skilled workers. 

What is a call center agent’s salary in Guatemala?

For bilingual call center workers in Guatemala, the average salary is between $500-$600 USD per month—or a $7,200 annual salary. Non-bilingual agents can still make between $300-$400 USD per month. Compare these costs to those in the United States, where agents can expect to make around half that annual salary every month.

What are the advantages of outsourcing call center services to Guatemala?

One of the biggest advantages of outsourcing in Guatemala is the labor cost savings incurred by US companies. Additionally, the population is 70% people that are under the age of 30, offering a large pool of workers to fill call center positions.

Guatemala’s convenient location in the Central Standard Time Zone allows for easy communication between call center agents, clients, and the outsourcing companiy itself. The country's proximity to the US makes traveling between the two countries easy, efficient, and cost-effective. 

As part of the Central American Free Trade Agreement (CAFTA) and well-connected internationally, Guatemala offers foreign companies access to other countries in the region via strategic trade agreements.

How do I start a call center in Guatemala?

Starting a call center in Guatemala (or another outsource location in our extensive network) starts with a needs analysis to develop a deep understanding of your business and scope your company’s outsourced requirements.

TDS Global Solutions works with you to customize an RFP specific to your business, match you to best-fit contact centers, and facilitate selection, coordination, and contract negotiations.

Finding the right location for your call center and then carrying it all the way to execution causes companies undue strain when forced to do it on their own. TDSGS streamlines this entire process from start to finish and with little to no fees involved for our advisory services.


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