Latin America continues to be a hot destination for nearshore call center outsourcing. There is a marked increase in the number of businesses looking to outsource their customer service, back office, and technical support functions to nearshore outsource providers than ever before.
“There has been a major push to outsource, and the pandemic is playing a big part in speeding up the demand.” Says Avi Meir, President of GuateCall, a Nearshore BPO provider located in Guatemala City, Central America. “This demand was there even pre Covid-19 but has drastically increased the speed in which businesses are looking to outsource.”
Meir provides his take on the key drivers that will shape the Near shore business services sector in 2022 and beyond:
The pandemic has created a new comfort level in working remotely. The result is a wave of new companies open to outsourcing their customer service as well as other back-office services. These companies have become comfortable with the collaborative process of communication via phone, chat, video, IM as well as email as part of a seamless communication effort with remote leadership.
U.S. Labor Shortage
The U.S. labor shortage has created another push for outsourcing. Employee turnover is at an all-time high and hiring employees in today’s market has become more difficult. Higher salaries, more benefits, flexible schedules, managing remote work are just some of the challenges in today’s labor market. Employee investment is becoming a major burden on businesses. “The availability of near shore employees that are highly trained, connected to the brand, and supported with dedicated management that understands the business is a big motivation for companies when considering the benefits of outsourcing,” says Mr. Meir.
The technology for outsourcing and remote communication has been around for some time and drastically improving all the time. With today’s remote workforce, most companies have learned to use these tools as part of their day-to-day interaction. The familiarity and comfort level this technology has given is another hurdle that has been eliminated in the decision of whether to outsource services.
The future of outsourcing has never looked brighter. Companies needing to satisfy a more demanding customer coupled with maintaining costs are now seeing the benefit of outsourcing as part of their short and long-term business operations.
This article was written by Perry Silber, COO of GuateCall. GuateCall is a Near-shore contact center provider of multi-channel bilingual services located In Guatemala, Central America. If you would like to learn more about GuateCall, please reach out to me at 713-474-2222 Ext 116 or by e-mail Perry@Guatecall.com