Narayan AmmachchiParaguay’s contact center industry is expected to grow 32% this year with major BPO firms expanding operations in response to increased demand for customer service in the region, according to the country’s Ministry of Industry and Commerce (MIC).
There are barely a dozen foreign BPO companies in Paraguay, most of which serve clients in Brazil or the United States. However, the government is trying to persuade call centers to look for customers in neighboring countries.
One of the main reasons for the growth of the contact center industry in Paraguay is its strategic location. The country is located in the middle of South America, making it a potential hub for 24/7 customer service. Paraguay is also a member of the Southern Common Market (MERCOSUR), which gives it access to a market of over 260 million people.
Another factor contributing to the growth is the availability of a skilled workforce. Many Paraguayans are bilingual, speaking both Spanish and Portuguese. In addition, the average salary of a contact center agent in Paraguay is about US$500 per month, significantly lower than other countries in the region.
Atento, Teleperformance, Alorica, and Majoreal are among the main foreign BPOs operating in the country, most of them based in the capital, Asunción. The Association of Contact Centers & BPO (APCC) has partnered with the Department of Labor to establish a school dedicated solely to training young graduates in customer services.
Raquel Dentice, president of the APCC, told local media that the school is focused on keeping the growing momentum going.
“The idea is to make the country a major exporter of contact center services. It’s a great opportunity to continue developing skills,” she stated.
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