Nearshore Americas

Xerox the Big Winner in Royal Caribbean’s Move to Guatemala

Royal Caribbean is moving its British call center to Guatemala as part of a restructuring program. The multi-lingual call center is expected to generate about hundred jobs in the Central American country.

The news follows the British company’s announcement last month its plans to reduce the number of call centers it runs from eleven to three. The other two call centers will be based in Romania and the Netherlands.

Reports say the cruise operator is being split into three units: Royal Caribbean, Celebrity Cruises and Azamara Club Cruises. The call center in Guatemala would handle calls from across the three companies. As part of the restructuring program, Royal Caribbean has wrapped up a partnership deal with Xerox, which will run all three call centers.

“We will be creating three call centers of excellence in partnership with Xerox. We take our customer service incredibly serious, and in choosing Guatemala we are getting exceptionally high language and business skills,” company officials were quoted as saying by TTG Digital.

The marine travel company has stated that it chose Guatemala because of its “high language skills,” with the call center expected to provide both English and Spanish language services.

There are currently 290 people employed by the Royal Caribbean in the UK and Ireland, and the company has not yet disclosed details of the recruitment of new agents in Guatemala.

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Analysts say the relocation of the call center will help the company cut costs and focus on its core business. According to the Guatemalan Exporters Association (AGEXPORT), there are about 75 call centers in the country, employing between 16,000 and 18,000 people.

Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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