Guatemala: Negative Year for the BPO Sector

During the last year, Contact Center and BPO service sector exports were estimated at $600 million, 12% less than the $720 million reported the previous year.

Wednesday, January 30, 2019

Some of the factors influencing the failure to reach the job creation projection include the fact that no English language skills have been generated in young people, and at the time of the forecasts the exchange rate in the country was Q8.2 to one dollar, and now the rate has dropped to Q7.7.

Contact Center and BPO industry manager of the Guatemalan Exporters Association (Agexport), Ninoshka Linde, said to Elperiodico.com.gt that "... according to data from the Bank of Guatemala reflect a 12 percent decrease in the sector in 2018. Therefore, by 2019 it is expected to remain solid, without growth. In 2013, a study was carried out in which it was estimated that in 2020 it would reach 100,000 jobs, but with the condition that to achieve this it was necessary to maintain competitiveness. Currently, only 45,000 direct jobs have been created."

The Allied Global CEO, Manuel Gordo, confirmed that "... there was a decrease in the sector in 2018 and there were even companies that were going to settle in the country, which eventually did in others in the region, since the lack of certainty affects them, as when these companies came to settle, there were a number of benefits that were offered, including the refund of Value Added Tax, but that has not happened, contrary to countries such as Honduras, Colombia and Dominican Republic that promotes this sector."

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More on this topic

Low Competitiveness and Capital flight

December 2020

Due to the precariousness of the English language, in recent years’ companies in the Contact Center & BPO sector have decided to close thousands of jobs in the region and relocate their investments to other markets where they have no difficulty in recruiting qualified personnel.

Reports at a global level show that the command of English is one of the weaknesses at a Central American level.

Guatemala: 15% Growth in BPO Sector

January 2015

During 2014 the industry for business process outsourcing generated sales of $397 million, an increase of 15% compared to 2013.

From a statement issued by the Guatemalan Exporters Association (-AGEXPORT-):

Entrepreneurs in the IT & BPO sector at AGEXPORT, made up of enterprises working in Software Development, Development and Digital Content, Contact Centers and BPO's, announced that at the close of 2014 there was growth of 15%, positioning Guatemala as emerging market in the industry of outsourcing services.

Forum on Outsourcing in Guatemala

August 2014

The event to be held on November 12th and 13th in Guatemala City will bring together companies in the outsourcing services sector and will feature conferences and business meetings.

From a statement issued by the Guatemalan Exporters Association (Agexport):

The fourth edition of the most popular and influential forum on Outsourcing and Offshoring of Latin America and the Outsource2Lac 2014 will be held on 12 and 13 November 2014 in Guatemala. The objective of this forum is to promote the participation of prominent businessmen in the global services sector worldwide.

Guatemala: Call Centers will Generate 5.000 Jobs in 2011

December 2010

There is an estimated 30% increase in the sector´s outlook for next year.

The Commission on Contact Center & BPO, of the Guatemalan Association of Exporters (Agexport) noted that recruitment targets are subject to better English language training.

Ninoshka Linde, marketing director for 24 / 7 Customer, stated to Elperiodico.com.gt: "Next [year] we expect to continue growing, but that depends heavily on the bilingual talent available. We plan to reach 3 thousand people, or an increase of 1,200 new jobs."

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