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Business Process Outsourcing in Suriname: Call Center Services

  • Erik Beulen
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 163)

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.

Keywords

Business Process Outsourcing call center services offshore outsourcing outsourcing and Suriname 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Erik Beulen
    • 1
  1. 1.Faculty of Economics and Business AdministrationTilburg UniversityTilburgThe Netherlands

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