Call Centers in Peru

Key Factors Driving Call Center Outsourcing to Peru

Exceptional Talent Pool

• Young Workforce: 58% of Peru’s population is under 35 (20 million individuals).
• Educated Population: 52% of the population has completed high school (19 million individuals).
• English Proficiency: 1.5 million Peruvians are fluent in English.

Significant Cost Savings

• Labor Cost Reduction: Up to 60% labor cost savings compared to major U.S. and Canadian cities.
• Favorable Exchange Rate: The Peruvian Sol (PEN) often has a favorable exchange rate against the US Dollar (USD), further amplifying cost benefits for companies paying in USD.
• Lower Cost of Living: The overall lower cost of living in Peru contributes to competitive wage expectations, allowing businesses to offer attractive salaries while still achieving substantial savings.

Time Zone & Travel-Friendly

• Strategic Time Zone: Same time zone as major U.S. cities (EST/CST) for real-time collaboration.
• Convenient Travel: Shorter flight times to North America (6-9 hours) for easy business travel.
• Safe Capital: Lima is one of the safest capitals in Latin America, with a growing international community and access to international schools.

Business-Ready Environment

• Economic Stability: Projected GDP growth rate of 3.9% in 2024 and a stable political climate.
• Favorable Economy: Stable economy and strong exchange rate stability.
• Ease of Doing Business: Ranked #2 in South America for Ease of Doing Business by the World Bank.
• Tax Incentives: Special Economic Zones offer tax benefits for tech and BPO companies.

Built for Quality & Compliance

• Internet Connectivity: 74% internet penetration nationwide, with ongoing investment in broadband expansion.
• Modern Infrastructure: Modern office and coworking spaces in Lima tailored for BPO and IT operations.
• Data Protection Laws: Peru has its own comprehensive Personal Data Protection Law and its regulations , which are in line with international privacy principles. This demonstrates a commitment to safeguarding sensitive information.
• Labor Compliance: Peruvian labor laws are well-defined, and BPO companies are accustomed to adhering to regulations regarding working hours, overtime, employee rights, and occupational health and safety.

Call Center Peru: Frequently Asked Questions

What are the main advantages of choosing Peru for call center services?

Choosing Peru for call center services offers several key advantages. Businesses can realize significant cost savings due to lower labor expenses compared to North America and Europe. Peru also provides a bilingual workforce (Spanish and English speakers), which is ideal for diverse customer bases. Its close proximity and compatible time zones with North America simplify real-time coordination. The country is known for high-quality customer service within its growing BPO sector and offers a stable business environment with steady economic growth.

Where are most call centers in Peru located?

The majority of call centers in Peru are concentrated in the capital city of Lima. Lima’s large population, economic growth, and robust infrastructure make it a prime location for international call center investment. However, smaller centers are also beginning to emerge in other provinces like Trujillo and Chiclayo.

What is the English proficiency level of the Peruvian call center workforce?

While Spanish is the official language, there’s a strong emphasis on English language learning in Peru. The government has policies aimed at increasing English competency for economic progression and internationalization. Many young professionals, especially in tech and customer service, demonstrate good English proficiency, making them suitable for supporting North American and other English-speaking markets.

What types of services do Peruvian call centers offer?

Peruvian call centers offer a wide range of services. These include inbound call center services, which handle customer inquiries, technical support, order processing, and general customer service. They also provide outbound call center services like telemarketing, lead generation, surveys, and collections. Beyond voice calls, many centers offer omnichannel support through email, live chat, and social media. Depending on the provider, services can also extend to specialized BPO services such as back-office functions and data entry.

How is the call center industry growing in Peru?

The call center and broader ICT (Information and Communication Technology) market in Peru has shown consistent growth. The BPO sector, including call centers, is a significant contributor to this growth, attracting increasing investment. Peru is actively positioning itself as a key nearshoring destination in Latin America, benefiting from its skilled workforce and favorable business environment.