Central America and the Caribbean Answer the Call for English-language Contact Center Services

3 Dec 2014
by Hrishi Agarwalla, Prashray Kala



Central America and the Caribbean are witnessing growing interest as delivery destinations for global contact center services. With low cost of operations, time-zone proximity with the United States, and availability of both English and Spanish language speaking talent, this region offers an attractive value proposition to organizations looking for destinations for nearshore contact center services.

Within the Central American and Caribbean region, Costa Rica and Guatemala account for half of the offshore contact center market, with many other locations such as El Salvador and Dominican Republic also hosting players with scaled operations. The market is currently dominated by service providers (both global and regional), with global in-house centers concentrated only in the more established locations.

This report provides an assessment across key location selection dimensions and provides a risk-reward framework, comparing the value proposition of the various location options in the geography.


Key Locations

Scope and contents

This report provides Everest Group’s perspectives on nearshore delivery from cities in Central America and Caribbean for contact center services. The report discusses:

  • Market overview of the nearshore contact center industry
  • Player landscape
  • Available talent pool and language skills
  • Operating cost and risk assessment
  • Key considerations for the future: opportunities and challenges

Page Count: 49