Frost & Sullivan Analyst Calls Guyana the “Best-Kept Secret” for Native-English Outsourced Services

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Qualfon executives believe these comments mark a tipping point that will make this little-known country a hot bed of outsourcing activity.

Nearshore Americas Interview with Frost & Sullivan's Michael DeSalles

Nearshore Americas Interview with Frost & Sullivan's Michael DeSalles

The fact that Frost & Sullivan and the news media are now starting to chatter about it means that Guyana’s ‘best-kept secret’ is out, and it will soon be a hotspot in outsourcing.

Qualfon, a leading global business process outsourcing (BPO) and call center services provider, reported today that the country of Guyana is now getting attention from some of the outsourcing industry’s biggest analysts, marking what Qualfon executives believe to be a tipping point that will soon make this little-known country a hot bed of outsourcing activity.

Frost & Sullivan ( Principal Analyst, Michael DeSalles, referred to Guyana as “the best-kept secret for native-English [outsourced services] in Latin America,” during a recent interview with Nearshore Americas (, a news organization that covers outsourcing across the Latin American region. He mentioned Guyana when Nearshore Americas asked him why Panama lags behind its neighboring countries in the business process outsourcing (BPO) industry. Specifically, DeSalles compared Panama, Costa Rica, Mexico, and Guyana as outsourcing destinations and explained the strengths and weaknesses of each location. “Finally, we believe that the best-kept secret for native English in Latin America is Guyana. Look at what Qualfon is doing there,” said DeSalles, who has spent decades in the outsourcing and customer contact center industry and focuses on emerging trends across the industry.

Read the Nearshore Americas interview with Frost & Sullivan Principal Analyst, Michael DeSalles:

Qualfon executives claim there is more significance to this statement than meets the eye. “Qualfon has been operating in Guyana since 2005, and we are now seeing an interest from potential clients and analysts like never before,” said Brian Kearney, VP of Marketing at Qualfon. “The fact that Frost & Sullivan and the news media are now starting to chatter about it means that Guyana’s ‘best-kept secret’ is out, and it will soon be a hotspot in outsourcing. That is why we are investing so heavily in Guyana with a second contact center and a new multi-building contact center campus, which will be one of the largest in the world operated by a single BPO company. We see this news and industry analyst attention as an early indicator of a true tipping point for Guyana and its outsourcing market.”

So why is Guyana the best-kept secret for outsourcing? Guyana is a country that lies on the Northern border of South America, and Qualfon (as well as others) consider this native-English-speaking country a goldmine of untapped resources for outsourcing. “Companies want to outsource their call centers in countries that offer excellent English language skills and a low-cost labor market. Guyana is the only native-English country in South America and has a high cultural affinity to the U.S, which means it has a large labor pool that can provide high-quality customer experiences to American consumers,” said Kearney. “Plus, the country offers outsourced services at rates that are comparable to India and the Philippines, so it’s highly competitive with other major outsourcing destinations across the globe. Guyana’s unique outsourcing advantages are very clear, but no one really knows about this country or its value-driving differentiators. Now that the word is out, we expect all of this to change—and very quickly.”

Qualfon was a “first-mover” to the Guyana marketplace back in 2005. Today, it is the largest private employer in Guyana. It has two contact centers in the capital city of Georgetown, and it is currently building one of the world’s largest contact center campuses, which will create 6,000 new jobs in Georgetown over the next five years.

About Qualfon
Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been serving our BPO clients since our founding in 1996, and today, we are 10,200 employees serving an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our employee tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower employee attrition and strategic locations enable us to provide our services at a lower cost.

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Jody Gilliam
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