Avon Expands Call Center in Guatemala

©image: Wikimedia Commons

The new center will serve the markets of Guatemala, El Salvador, Honduras, Nicaragua, Panama and now Mexico.

"We found that Guatemala is highly respected in the field of customer service. Another point is the advanced telecommunications infrastructure available in the country," said Rodrigo Wer, Supply Chain Senior Manager, to Prensalibre.com.

Source: prensalibre.com

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40% Growth of Call Centers in Guatemala

October 2008

Renée F. Kuwahara, global operations director of the 24/7 Costumer call center, expressed that this industry is showing an annual growth of 40% in Guatemala.

In how many countries around the world do you have call centers?
Our head office is in California. We have centers of operation in the Philippines, India, China, and Guatemala. In addition, our clients and contacts are also in the rest of the U.S.A.

Avon Centralizes Customer Service in Guatemala

November 2009

Avon hired call center provider Digitex, to handle its customer service operations in Central America.

Rodrigo Wer, planning manager at Avon, explained that the company used to have one representative in each country to handle customer calls.

"He assured this center is special: when any Avon counselor in Central America calls, the customer service representatives will automatically have their account information, in order to update any required information", reported La Prensa Libre.

Call Center Industry in Panama

June 2010

While at least seven call centers have ceased operations in the country, others are being opened as multinational companies move in to install regional headquarters.

The balance, however, is negative. By the end of 2009, there were 1,000 less jobs in the call center industry than in its golden age, 2006.

Good Prospects for Call Center Industry in Guatemala

August 2011

Companies in the sector are predicting the creation of about 42,000 jobs for bilingual staff over the next 3 years in order to meet the needs of the industry.

The projections by executives from the companies 24 / 7 Customer, the Commission for Contact Centers and BPO’s from the Guatemalan Association of Exporters (Agexport), also include the creation of some 15,000 positions for workers who provide services in Spanish.