Call Centers in Guatemala

Why Choose Guatemala Call Centers for Outsourcing?

Exceptional Talent Pool

• Bilingual and Built for CX: Around 80% of Guatemala’s agents speak fluent English and Spanish, with neutral accents and deep cultural alignment with U.S. customers.
• Culturally Connected: Many agents have lived in or been educated in the U.S., making customer conversations feel natural and relatable.
• Young, Skilled Workforce: A strong education system and growing university base keep the talent pipeline full and future-ready.

Serious Cost Savings

• Up to 60% Lower Costs: Outsourcing to Guatemala can cut labor costs nearly in half compared to in-house U.S. teams.
• $10–$20/Hour for Bilingual Agents: Affordable rates without sacrificing quality or experience.
• Fuel for Innovation: Lower costs free up budget to invest in AI, automation, and next-gen CX tools.

Time Zone & Travel-Friendly

• U.S.-Aligned Work Hours: Operates on Central Standard Time — perfect for real-time collaboration and faster decision-making.
• Quick, Direct Flights: Just 2–3 hours from Miami, Dallas, or LA — easy to visit, no red-eye required.
• Stronger Oversight: No lag times or late-night meetings. You stay in sync with your team.

Business-Ready Environment

• Reliable Infrastructure: Modern fiber internet and stable power make 24/7 support easy to deliver.
• BPO-Friendly Policies: Government incentives and tax benefits support long-term outsourcing partnerships.
• Trusted by the Best: Top global BPOs are already thriving here.

Built for Quality & Compliance

• Certified & Secure: Many providers meet PCI, SOC 2, HIPAA, and ISO standards — ready for finance, healthcare, and high-compliance work.
• Tech-Enabled from Day One: Cloud platforms, omnichannel solutions, and AI tools are already in place.
• Enterprise-Grade Service: Proven performance, strong QA, and scalable teams ready to grow with you.

Call Center Guatemala: Frequently Asked Questions

What makes Guatemala a good location for call centers?

Guatemala offers a rare blend of advantages for customer service operations. It has a large bilingual workforce with strong English skills, a high degree of cultural affinity with U.S. consumers, and significantly lower labor costs (often 50%+ savings)​. The country’s proximity and Central Time Zone alignment mean your outsourced team works the same hours as you, enabling real-time collaboration. Additionally, Guatemala’s BPO industry enjoys government support, robust infrastructure, and compliance with international standards​, making it a reliable and high-quality option for outsourcing.

How much can we save by outsourcing to a Guatemala call center?

Most organizations see 40%–60% cost savings, with some achieving up to 70%, depending on the complexity and volume of the program.

To put numbers on it: if your U.S.-based fully loaded agent cost is $30/hour, the Guatemala equivalent could run $12–$19/hour.

As of April 2025, our Outsource Consultants network puts the average hourly customer support cost at $16.77.

Savings scale with team size, and we recommend working with a CX advisor to customize projections to your operation.

Are Guatemala’s call center agents really fluent in English?

Very. Around 80% of agents are bilingual, and many have near-native English proficiency. Accent neutralization is part of the training process, and agents are often college-educated with strong communication skills.

You’ll find the tone and clarity highly suitable for U.S. audiences. And if you need Spanish support, Guatemala offers agents with neutral Latin American Spanish, ideal for serving diverse Hispanic markets.

How does outsourcing to Guatemala compare to other CX options in terms of quality?

Guatemala stacks up exceptionally well. It offers:

• Higher agent tenure and lower attrition than many offshore markets (which drives consistency).
• Cultural alignment and soft skills that resonate with U.S. customers.
• Scalable bilingual support—a key edge over nearshore rivals like Jamaica or Colombia in some verticals.

In side-by-side comparisons, Guatemala often outperforms lower-cost offshore markets (like India or the Philippines) on CSAT, AHT, and FCR, especially when the program requires empathy or cultural nuance.

Need a benchmark report? Learn more.

Is the time zone really that important for outsourcing?

Absolutely. Time zone alignment is a game-changer for managing an outsourced team. With Guatemala, your call center operates on Central Time (or close to it), which means agents are working during your business day. This enables quick turnarounds on any urgent issues, easy scheduling of meetings/training sessions, and seamless integration with your in-house supervisors.

There’s no need to wait overnight for an email response or waking up early for a call with the team – the work cycles overlap naturally.

Companies often underestimate this until they experience it. On the flip side, working with a far-off time zone (like in Asia) can introduce delays and challenges, if you need synchronized support.. The bottom line: if you want your outsourced agents to feel like an extension of your team, time zone plays a part, depending on your use case, and Guatemala offers one of the best alignments for North America.

What about security and data privacy with Guatemala call centers?

Very secure—if you choose the right partner. Many Guatemala-based BPOs are:

• PCI DSS certified
• SOC 2 audited
• ISO 27001 certified
• HIPAA compliant (for healthcare and insurance clients)

Top-tier providers have enterprise-grade cybersecurity frameworks, with encryption, access controls, monitoring, and incident response baked in.

This is where working with a CX advisor like Outsource Consultants helps—we vet vendors across 1500+ global BPOs to match your compliance needs upfront.

Which industries are best suited for outsourcing to Guatemala?

A wide range of industries have thrived with operations in Guatemala. Retail and ecommerce companies love the bilingual support for serving both English and Spanish-speaking customers. Healthcare and insurance firms value Guatemala’s educated agents and compliance with privacy laws. Banking and financial services leverage the secure infrastructure and bilingual skills for customer service and back-office processing. Utilities and telecom companies benefit from the technical know-how and real-time coverage for outages or tech support.

Even beyond these, sectors like travel, hospitality, technology, and consumer electronics have found success.

Essentially, any industry that can benefit from cost-effective, high-quality customer engagement (which is most industries!) can be a good fit. The key is tailoring the training to your products and regulations – something a capable Guatemala partner will help you accomplish readily.

How do I get started with outsourcing to Guatemala?

Great outsourcing starts with the right process. Here’s the proven 7-step framework we use at Outsource Consultants to match clients with the best-fit Guatemala call center partners:

1. Evaluation of Needs
   Start with a clear understanding of what you’re trying to solve—whether it’s cost savings, customer experience improvement, or scaling support. We help you assess your current state and CX priorities.
2. Identification of Key Requirements
   Define what success looks like. What languages, hours of operation, SLAs, and channels (voice, chat, email, etc.) do you need? We’ll help you clarify specs and expectations.
3. Extensive Call Center Vendor Search
   Tap into our network of 1,500+ pre-vetted BPOs. We narrow the field to Guatemala-based partners that match your industry, size, and operational goals.
4. In-Depth Comparison of Vendor Finalists
   Get side-by-side comparisons of qualified providers based on pricing, performance metrics, technology stack, security certifications, and more.
5. Call Center Site Visits & Due Diligence
   Whether virtual or in-person, site tours and leadership interviews give you confidence in the team that will represent your brand. We guide the due diligence process.
6. Final Selection
   Once the top contender is chosen, we support negotiations and contract development to ensure favorable terms and service-level alignment.
7. Ongoing Monitoring
   After launch, we stay involved—tracking KPIs, facilitating quarterly reviews, and helping you optimize performance over time.

Next Step: Book a CX Strategy Call with our team to explore best-fit Guatemala partners and get a cost proposal tailored to your goals.

How quickly can we launch a team in Guatemala?

Depending on program size, you can go live in as little as 30–60 days. For mid-size customer support programs (20–100 FTEs), a phased ramp with pilot testing is typical—and providers in our network are equipped to scale quickly.

What channels do Guatemala call centers support?

Most centers provide omnichannel support, including:

• Voice (inbound/outbound)
• Email
• Chat
• SMS
• Social Media
• AI-enhanced self-service & agent assist

Many also offer tech integrations (CRMs, help desks, bots), QA, and workforce management as part of a full-service solution.

What if we already have a provider but want to compare?

That’s smart. Even if you’re happy with your current vendor, benchmarking against Guatemala-based providers can uncover:

• Better pricing
• More flexible contract terms
• Higher quality performance
• Bilingual capabilities

We can run a side-by-side vendor analysis to validate your ROI or explore a second-source partner.