Narayan AmmachchiU.S. call center firm Expert Global Solutions (EGS) has expanded in Guatemala with the launch of a new call center in the capital of Guatemala City. This is the third call center for the EGS, headquartered in Plano, Texas.
EGS began operation in Guatemala in 2009 with the launch of a 500-seat facility. Soon it doubled its headcount to in excess of 1,000 employees. In September 2013, it unveiled another call center. “As the team in Guatemala continued to perform and deliver outstanding customer service, the need for a third site emerged,” stated the BPO provider in a press release.
From Guatemala, EGS provides customer care service in English and Spanish languages to about eight global clients.
Built at a cost of $10 million, the call center has more than 1,000 seats. The facility is also equipped with modern technological tools, training rooms, and flat-screen TV sets. However, the company has not disclosed how many people it would hire initially for this new call center.
Guatemalan Economy Minister Rubén Morales, present at the inauguration ceremony, said call centers in his country offer 65% more salary than the minimum wage and have created 35,000 jobs over the past few years.
Guatemalan exporters’ association, AGEXPORT, says it is aiming to triple the number of call center and BPO workers in the nation over the next six years. If it did manage to realize its goal, the industry will have employed 100,000 people by 2022.
The minister said many foreign firms were showing interest in launching call centers in the country after the government reformed labor laws. Some Guatemala papers quoted Jose Julian Urizar, EGS country manager, as saying that every direct job in the call industry will generate three indirect jobs.
BPO industry in Guatemala is said to be growing at 300 percent annually. In 2013, it reportedly earned of $ 650 million in annual export revenue.
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