Guyana is one of the most attractive destinations when it comes to Business Process Outsourcing (BPO). Guyana offers competitive cost levels, a well-educated workforce with extensive language capabilities, flexible labor regimes, as well as time-zone advantages and geographical proximity to its key source market, North America.
The global trend of BPO clients shifting their focus from cost savings to more high-quality services is also likely to boost the investment opportunities in Guyana further.
As Guyanese, we embrace our ties with countries like the United States and Canada and other nearby countries. We are the only country in South America where English is the official language. We have one of the flattest natives in the entire American nearshore.
Given our shared culture, this helps to provide strong interaction quality. This is essential in servicing the US and Canadian markets. It helps build immediate rapport between the agent and consumer, which gets a voice interaction off to a great start. It also means lower overhead costs.
Unlike English-speaking Philippines or India, which have a roughly 12-hour time zone difference, Guyana’s clocks align with the US and Canada. Guyana’s clocks align with the United States and Canada. Being on Eastern Standard Time means that agents are not obligated to work in the middle of the night, which drives higher attrition costs. Instead, our team works roughly the same hours as North Americans, meaning a more engaged, happier team of agents ready to serve consumers. Similar time zones mean shorter lead times and better response times, which improve overall productivity.
One of the constant complaints you will hear about from contact center executives is their frustration when it comes to having to travel long hours across multiple connections when accessing offshore contact center locations. Imagine traveling directly from Miami, New York or Toronto, in less than half the time it takes to get to Mumbai or Manila.
Low Labour Costs
Investment decisions by offshore services companies are often highly influenced by the cost-saving impact, as BPO is a cost-sensitive business with increasing pressure on margins. Being a labor-intensive industry, the cost of labor is, therefore, crucial to any company in the assessment of new, potential investment opportunities.
Flexible Regulatory Framework
Flexible labor regulations are essential to BPO service providers, especially regarding shift work, 24/7 operations, part-time and temporary work, etc. Regulations in Guyana are very flexible with respect to hiring, redundancy, and working hours, compared to other emerging markets.
Low Operational Costs
The low costs for NIS contributions and low office space costs, coupled with low telecoms costs, further strengthens the business case and compensates for the fact that the cost of electricity, at this point in time, it is at minimum. However, this is about to change, due to the ongoing transition from fossil fuels to renewable energy in Guyana, thus lowering the energy costs significantly over time.
Modern, Cost-efficient Infrastructure
The Government of Guyana has heavily invested in modern telecoms infrastructure with high redundancy, supporting all the requirements for global connectivity.
First-class Education System
Guyana is known for its young, well-education, trainable and multilingual population who are positioned to step up to the highly set requirements of BPO operators when in search of proficiency and talent. With 67% of the population employed in the services sector, the region can offer an impressive talent pool, ready, willing, and able to take on assignments on all levels in the BPO industry.