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Business Process Outsourcing in Suriname: Call Center Services

  • Conference paper
Advances in Global Sourcing. Models, Governance, and Relationships (Global Sourcing 2013)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 163))

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Abstract

Suriname is emerging as a popular low-cost country in South America with Dutch language capabilities combined with a substantial pool of qualified professionals to perform call center services. Based on Gartner selection criteria, we explore the attractiveness of Suriname for providing call center services. Two case studies, including six interviews, are conducted as the method for exploring this question. The interviewees indicated that language capabilities, low cost, and the availably of qualified resources have been the main drivers for sourcing call center services out of Suriname. The anticipated decrease in connectivity cost will also increase Suriname’s attractiveness in providing call center services. Additionally, we identify improvement areas, such as increasing the onshore/offshore ratio and English-language call center services. A major limitation of this research is that the interviews are limited to representatives employed by call centers in Suriname, which adds significant bias to the study.

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Author information

Authors and Affiliations

  1. Faculty of Economics and Business Administration, Tilburg University, Warandelaan 2, P.O. Box 90153, 5000 LE, Tilburg, The Netherlands

    Erik Beulen

Authors
  1. Erik Beulen
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Editor information

Editors and Affiliations

  1. Loughborough School of Business and Economics, UK

    Ilan Oshri

  2. Aston Business School, Birmingham, UK

    Julia Kotlarsky

  3. London School of Economics, UK

    Leslie P. Willcocks

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Beulen, E. (2013). Business Process Outsourcing in Suriname: Call Center Services. In: Oshri, I., Kotlarsky, J., Willcocks, L.P. (eds) Advances in Global Sourcing. Models, Governance, and Relationships. Global Sourcing 2013. Lecture Notes in Business Information Processing, vol 163. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-40951-6_13

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  • DOI: https://doi.org/10.1007/978-3-642-40951-6_13

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-40950-9

  • Online ISBN: 978-3-642-40951-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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