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As the global economy continues to evolve, many businesses are recognizing the value of leveraging the economic potential of Latin America. Chile, Colombia, Mexico, and Peru, powerhouses of the region, contribute nearly 40% to the overall Latin American GDP. This robust economy drives a favorable environment for establishing offshore call centers, setting a strong foundation for fruitful business ventures in the area.
Outsourcing a call center Latam vendor isn't merely cost-efficient. With its dynamic sectors like telecommunications, finance, and manufacturing, Latam offers a pool of skilled workforce and diverse business opportunities. Foreign investments are soaring, indicating a dynamic local industry that, in turn, is beneficial for outsourced operations. This strategic move will increase efficiency and make your business rival.
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Brazil leads the way, holding over 30% of the Latin American BPO market, valued at USD 4 billion and projected to hit more than $5 billion by 2023. Apart from Brazil, countries such as Mexico, Colombia, Costa Rica, Puerto Rico, and Nicaragua also have a notable presence in call centers. As businesses continue to recognize the benefits of outsourcing, the growthof of call centers in Latam is expected to accelerate. The region's advantageous time zones and multilingual talent pool further contribute to its appeal as a prime location for call centers.
The partnership with a call center in Latam is highly beneficial for businesses, especially those based in North America, as it enables near real-time communication due to its convenient time zone. A significant overlap in working hours allows for prompt responses and 24/7 customer service. Furthermore, this time zone advantage can lead to improved customer delight and quick resolution of client issues at any hour. This is one of the many reasons why businesses are increasingly turning to Latam for their answering service needs
Colombia offers several key advantages as a location for CS operations. Firstly, the country has a large pool of skilled, bilingual workforce that can cater to both English and Spanish-speaking clients. Its time zone alignment with North America also enables real-time, 24/7 customer support, enhancing customer satisfaction. Moreover, Colombia's improving technology infrastructure and government incentives for foreign businesses make it an increasingly attractive destination for outsourcing. Currently, Helpware does not have offices in Colombia, but being an expert in the field, our BPO company can assist businesses in leveraging these benefits with our established offices in Mexico and Puerto Rico.
Generally, outsourcing costs for call centers involve paying the agent's salary. The rates in Latin America, providing services like live customer support and technical help, are significantly lower than hiring US-based staff. Even though the costs can vary depending on the country and the type of service, an outsourced call center's wage in Latin America usually ranges from $5 to $12 per hour, USD. For example, if you have your business in New York and you are interested in outsourcing a call center to Latam, your outsourcing strategy will help you reap substantial cost savings while maintaining high service quality due to the nearshore advantage and multilingual workforce.
The salary of call center agents in Latin America can significantly differ based on the country. Taking into account various factors impacting BPO agent salaries, the yearly earnings can range from $8k to USD 40k. However, on average, US companies typically find they spend about 40% less on salaries for LATAM call center agents compared to what they would pay US-based agents.
What our clients are saying
Get inspired by feedback from our partners who have reaped the benefits of our top-notch call center services.
“Helpware's consistent performance has been a significant help to the client, delivering 500 agents offering excellent call center services per day. The team has met the vast requirements despite the project's size and scope. Overall, the partnership has been a fruitful one.“
Chris Newton
Project Manager, NIC Virginia
“Helpware has been a great partner for anyone looking for a small to mid-side BPO with multiple locations around the globe. I have really appreciated their transparency and adaptability in working with us as we scale our operations. They have a strong leadership team that proactively ask for feedback in order to improve week over week.“
Cameron Ryther
Vendor Manager, Samsara
“Helpware continues to be amazing! Our Onboarding agents have proven to be capable of anything and embrace change and new initiatives with a smile. In the last 2 years, I have gotten a chance to get to know each one of them and learn their specialties as they interact with our SquadLocker customers.”
Maria Maidana
Senior Customer Success Representative, SquadLocker, INC
"The Helpware team is enthusiastic, contentious and action-oriented. They are highly motivated to assist us in whatever form necessary, and they always help us on time and with immense enthusiasm. The agents are bright, curious and driven, and it’s been my experience that everyone on the Helpware team cares deeply about the customer’s experience. I am consistently impressed by their resilience, kindness and caring in addition to their bias to action, which is a DoorDash core value as well! I’m thrilled to be partnering with them and I highly recommend Helpware as a customer support solution provider."
Lauren Bundy
Customer Experience Manager, Chowbotics by DoorDash
"Helpware has consistently exceeded expectations, maintaining net retention of about 70%, which is 20% more than originally planned. The team manages the project excellently, clearly outlining their progress regularly. They’re a proactive partner who takes a thorough approach to their work."
Maya Latimore
Former Senior Manager of Partner Success, Headspace Inc.