Belize: Your Outsourcing Haven

Belize is an emerging outsourcing destination with many advantages for businesses. As a former member of the British Commonwealth, Belize is one of the few countries where English is the mother tongue, making it an ideal location for English and bilingual call centre outsourcing services. With a high literacy rate and an educated workforce, Belize offers a talented and dedicated pool of call centre agents. Belize also boasts regional stability, safety, and a supportive government, providing tax incentives and investing in infrastructure. Its proximity to the US and alignment with US culture further add to its appeal as an outsourcing destination.

English-speaking country

Belize is an excellent choice for English and bilingual call center outsourcing services. As a former member of the British Commonwealth, Belize is one of a handful of countries where English is the mother tongue. Belizeans are native English speakers who have learned the language from birth, with many possessing neutral dialects that make them ideal candidates for contact center jobs.

English-language instruction is a main focus in Belizean primary and secondary schooling, so the country offers some of the most fluent and skilled nearshore agents in the world. Belize is the only Central American nation where English is the official language, and the country's time zone is the Central Standard Time, so Belizean call center agents are a natural fit for US companies.

The call center industry in Belize is valued at $400 million and employs more than 3,000 call center workers. Belize is effectively tapping into this market and bringing in more US companies to outsource their customer service needs for an excellent customer experience at a much lower cost. US companies can save up to 50% on call centers compared to the cost of managing in-house. The average monthly salary of a call center agent in Belize is $2,690 BZD, or about $1,337 USD, compared to nearly $50,000 for a US call center agent.

Belize also offers a talented and dedicated pool of call center agents. As contact center employment grows in prestige and job security in Belize, more workers are being trained to fill these roles. Currently, Belize has 4,000 call center employees, but with a labor force with a median age of 21, and the scaling demand for qualified workers, even greater numbers of qualified candidates are expected to emerge.

Belize also offers very low attrition rates, allowing call centers to safeguard their profit margins while fielding a stable workforce that offers continuity of service. The country has a low employee turnover rate (5-10%) in the call center industry compared to other countries. This is because, while contact center staff may be well-qualified in their field, they cannot get a better job in the local area.

Belize is also an attractive outsourcing destination because of its proximity to the US. It is easily accessible from several US cities, with flight times of less than three hours from cities like Miami, Atlanta, or Houston. Belize also mirrors US time zones, which aids in doing day-to-day business. This proximity should appeal to companies wanting a more hands-on outsourcing partnership, as it allows them to keep a close watch on the performance of their outsourced operations, which helps to close the cultural gap, reduce training time, and foster a greater understanding of customer expectations.

US cultural affinity

Belize has a strong US cultural affinity due to its history of British colonialism and its proximity to the US. As a former member of the British Commonwealth, Belize is one of the few countries where English is the mother tongue, with many Belizeans having neutral accents. This makes Belizeans ideal candidates for contact centre jobs.

Belize's tourism industry also benefits from over a million American visitors every year. Belize is easily accessible from the US, with several airlines offering daily non-stop flights from several US cities. Belize also shares time zones with the US, which aids in doing business.

US channels dominate Belizean television, giving the Belizean people a deep understanding of and alignment with US culture. Belize's culture is a unique blend of influences from its history, with a mix of laid-back Caribbean vibes and British formality. Belize's long history of British imperialism has left a lasting imprint on its culture, with English and Western culture highly regarded in Belizean society.

Belize's food culture is also heavily influenced by the US. While traditional Belizean cuisine is a mix of Mayan, African, and British influences, American fast food and hip-hop, rap, and rock music are also very popular. Belize is the only Central American country without US fast-food chains like McDonald's or KFC, but local restaurants and barbecue stands sell pizza and burgers.

Belize's sports culture is also influenced by the US, with soccer, basketball, and baseball gaining popularity among the younger generations, replacing traditional sports like cricket.

Proximity to the US

Belize is a short flight from the United States, with several major airlines offering daily non-stop flights from various US cities. This proximity is beneficial for companies that want a more hands-on outsourcing partnership, as it allows them to keep a close eye on the performance of their outsourced operations. It also helps to bridge the cultural gap, reduce training time, and foster a better understanding of customer expectations.

Belize also shares time zones with the United States, which aids in day-to-day business operations. This time zone compatibility is especially advantageous for call center services, catering to clients in North America. The alignment of time zones means that companies can easily collaborate with their domestic teams and take advantage of daytime working hours.

The close proximity and shared time zones between Belize and the US provide a convenient and accessible nearshore outsourcing destination for US companies. It offers a balance between the benefits of a local call center and the cost savings of a remote location. With flight times of less than three hours from cities like Miami, Atlanta, or Houston, it is easy for US vendor managers and trainers to connect face-to-face with their on-site teams in Belize.

In addition to physical proximity, Belize also has a strong cultural affinity with the United States. The country receives over a million American visitors each year, and American channels dominate Belizean television. This combination of face-to-face interaction and media influence gives Belizeans a deep understanding of and alignment with US culture, which is valuable for companies looking to outsource customer service and business process operations.

Low attrition and turnover

Belize has a low attrition and turnover rate for contact centre workers compared to other countries. In some parts of the world, the industry average for turnover is between 30 to 45%, but in Belize, it is estimated to be between 5 to 10% for outsourced contact centres and about 5% for captive and shared service centres.

There are several reasons for this. Firstly, while contact centre staff in Belize may be highly qualified, they often cannot get a better job in the local area, so they tend to stay in their current positions. Secondly, the uniqueness of some of these new jobs and the prospect of daytime working hours, due to the time zone proximity to the United States, also attract workers.

Belize's government has also played a role in keeping attrition and turnover rates low. They have designated the Business Process Outsourcing (BPO) industry as a "priority sector", which has helped to create more jobs in this field. The government also provides tax incentives and subsidised training for those interested in a contact centre career, making it more appealing for workers to enter and remain in the industry.

The combination of these factors has contributed to Belize's low attrition and turnover rates, making it an attractive option for companies looking to outsource their contact centre operations.

Regional stability and safety

Belize is a politically and culturally stable country, which is not something that can be said for its Central American neighbours. Honduras, for example, has experienced contested election results that led to months of protests and politically motivated violence.

The UK's Foreign Travel Advice service notes that there is no recent history of terrorism in Belize, but that attacks cannot be ruled out. Political demonstrations take place in Belize City and Belmopan, but most are peaceful.

Belize has a high literacy rate and an educated workforce. The government provides industry support through tax incentives, classification of the BPO industry as a "priority sector", and the promotion of the industry as an investment opportunity.

Belize has a high murder rate, but tourists are rarely the targets of gang violence. Tourists are, however, vulnerable to theft of cash, credit cards, phones, and other personal belongings.

The country has a reliable infrastructure, with two main fibre optic hubs—ARCOS and TELMAX—and a third on the way. The US and UN support the country's infrastructure, which is also boosted by the BPO industry's classification as a "niche" area and priority industry for Belize's socio-economic growth.

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