A Look At El Salvadors Call Center Industry

If you are a U.S. company that is considering outsourcing your customer service, sales, or support call center, El Salvador nearshore outsourcing is a much safer bet than offshoring.

Here are a few of the reasons making that claim:

Similar Time Zones

Nearshore outsourcing in El Salvador allows you to handle business in or around the same time zones as where your headquarters is located (assuming, of course, it is essential for you to get things done during regular business hours). For instance, you can set up conference calls and have real-time communication without calculating time zone differentials.

Fluent English-speakers/Cultural Awareness

U.S. consumers prefer to interact with native English speakers, and the likelihood of that happening is greater nearshore than offshore.

That does not mean, however, that all English is created equal. There’s quite a difference between speaking English and understanding it. That’s why U.S. cultural awareness plays a critical role and must factor into any decision you make regarding where to outsource.

Proximity to the U.S.

Traveling to call center locations is a lot easier if you outsource nearshore in El Salvador rather than offshore. If you live in the U.S., you exchange long flights that take you halfway around the world with much shorter trips where you can reach your destination in a little as 2-4 hours (not 24 hours).

Nearshore Outsourcing

CountriesWith those advantages in mind, to which countries are U.S. companies turning?

While Mexico, Panama, and Jamaica have developed as mature markets, countries like Guyana, and El Salvador are emerging and show great promise for growth.

For example, El Salvador, the country where Performatels BPO call center is located, offers unique benefits, particularly where English is commonly spoken, U.S. cultural awareness, and accessibility are concerned.

Noted call center industry expert Peter Ryan, addressing the advantages of nearshore outsourcing in El Salvador, said, “Apart from English fluency, the country provides outsourcers with an accessible location from North America, cultural affinity with consumers in the U.S. and Canada, competitive costs, and a solid communications infrastructure. Combined, these elements have been the basis for the most successful of nearshore locations over the past decade.”

Add to that the fact that El Salvador ranks higher for ease of doing business than other popular outsourcing destinations, such as Brazil, Guyana, Nicaragua, Honduras or Guatemala, according to The World Bank.

Nearshore Outsourcing Considerations

Despite the advantages of nearshore outsourcing, several factors bear consideration, one of which is cost.

India and the Philippines offer some of the lowest per hour costs but, often, at the expense of quality. And while nearshore call centers aren’t the cheapest, their rates are favorable when compared to domestic call centers.

It’s the best of both worlds: Higher CSAT, FCR, service level, and other metrics at a price less than you’d pay onshore.

Geopolitical risks are another determinant. Several Central American countries — Nicaragua, Honduras, and Guatemala, in particular — are facing political and social upheaval at an unprecedented scale. You may recall that one Nicaraguan BPO relocated its agents outside the country earlier this year due to the rising tide of political and social instability.

Hurricanes and tropical storms also affect several Central American and Caribbean countries, raising concerns over business continuity.

El Salvador, which sits at the crossroads of Central American and the Caribbean, is exempt in either case: Its government is stable, the social climate welcoming, and the country experiences relatively few hurricanes and tropical storms compared to some of its neighbors, such as Mexico.


Performatels nearshore call center in El Salvador specializes in providing affordable and effective BPO solutions for today’s global market. We have successfully served several Multinationals, Fortune 500 companies, international banks and government organizations from our Latin American locations since early 2003. You can have the “best of both worlds”: domestic quality at affordable nearshore prices.

If you are new to outsourcing or unhappy with your current call center provider, look at what Performatel can offer as part of your diversification plan.