Lack of bilingual personnel affects Panamanian call centers

Call center activity continues to grow in the Panama market, despite the lack of qualified personnel.

Friday, December 5, 2008

There are currently 79 call centers operating in the country, of which 78 are for commercial use and 1 is for self service, according to reports from the Public Services Authority.

Claudia De Fabrega, Special Projects Manager at Star Contact call center, said that at the moment there are less qualified personnel to work in this sector than 10 years ago.

More on this topic

Lack of Qualified Personnel for Call Centers

March 2012

The battle rages between companies to procure staff with the necessary skills, especially proficiency in a second language, for their call centers.

The call center industry in Panama, which employs 12,000 people in total, has three major competitors: Dell, Sitel and Star Contact, companies with several thousand employees in a market where the supply of bilingual human resources is reaching its maximum.

Bilingual Training Program Launched in El Salvador

December 2011

With the growing demand for bilingual staff, private organizations and government agencies have created a program entitled "English Training for Call Centers".

The project, by nature public / private, aims to bring some 400 new employees who are bilingual in English / Spanish into the job market .

Salvadoran Call Centers are Short on Qualified Staff

June 2010

The call center industry is finding it hard to grow, due to lack of qualified bilingual personnel.

From every 7 individuals who apply for a Call Center job, just one has an English Language level of 85% or above. The remaining 6 display a skill level of 70%.

Beatriz Peralta, Sykes general manager, told that “these deficiencies limit the growth of the industry.

Guatemala: Call centers need more bilingual employees

September 2008

The expansion of Digitex, 24/7 Customer, Transactel, Staffers, Red Ventures, and Genpact is triggering an increase in the demand for bilingual workers and at the same time is causing salaries in the sector to rise.

More personnel with a good level of English are needed.
Mario Marroquin, Director of Invest (an agency in Guatemala), points out that it is necessary to transform the national education curriculum to include English courses. A meeting is to be held with the Minister of Education to discuss including English in the primary education.

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