In this exclusive report, Nearshore Americas examined wages across key call center roles in ten different markets: Colombia, Costa Rica, Dominican Republic, El Salvador, Guatemala, Guyana, Honduras, Jamaica, Mexico, and Nicaragua.
The report places wage data within the context of the overall industry, as well as considering economic influences such as inflation and overall expenses for hiring and retaining IT talent, before also providing forecasts for future wage growth.
2. Summary & Introduction
3. Overview: How We Gathered the Data and Where We Focused our Attention
4. Call Center Roles Examined
5. Wage Overview
7. Agent Wages
10. The Sweet spots of $2.40 and $3.40/hour
12. Higher Agent Wage Markets
13. Agent Bonus Structure
14. Outbound Sales
15. Supervisor Wages
16. Coordinator Wages
17. Manager Salary
18. Director Salary
19. Wage Increases
20. Conclusion: Sweet Spots and Stability
About Nearshore Americas
Over the past several years, nearshore call center operations have undergone dramatic changes, from the
onset of digital transformation to rising inflation, which has effectively restricted the number of geographies capable of call center delivery. And, since 2014, exchange rate volatility has impacted call center operations in many markets, especially those in Colombia and Mexico.
Yet, despite challenges facing the global services industry, as well as shifting financial and economic conditions, call centers across the nearshore have shown surprisingly positive results.
This Nearshore Americas wage study provides detailed information on call center wages across ten of those Latin American delivery markets: Colombia, Costa Rica, Dominican Republic, El Salvador, Guatemala, Guyana, Honduras, Jamaica, Mexico, and Nicaragua.
The report examines wages for key call center/customer relationship management roles, including agents, supervisors, coordinators, managers and directors. It places wage data within the context of the nearshore call center/CRM market by analyzing, among other factors, bonus structures, total costs of employment, and wage growth over the past year.
THE REAL WAGES OF NEARSHORE CONTACT CENTERS: 2017
Nearshore Americas is a registered trademark with the US Patent and Trademark Office, 2009-2017