Guatemala: A Leading Nearshore Destination for Call Centers in 2026

As global companies continue to diversify their call center footprints across Latin America, Guatemala will continue to be a premier nearshore destination in 2026. With a mature Business Process Outsourcing (BPO) sector, a large bilingual workforce, and ongoing investment from both global service providers and local operators, Guatemala offers the scalability, cost-efficiency, and operational stability that enterprises demand.

Site Selection Group has supported numerous clients in Guatemala across multiple verticals, including customer service, tech support, collections, and sales. Our on-the-ground experience confirms what the data shows: Guatemala is not only holding its ground, it’s gaining momentum.

Key Advantages of Guatemala for BPO Operations

1. Deep Labor Pool

With over 17 million people, Guatemala is the most populous country in Central America. Its capital, Guatemala City, is home to more than 3 million residents and a well-established call center ecosystem. This urban scale supports large hiring ramps and multiple vendor options.

2. Bilingual Talent

English proficiency remains a core asset, particularly in urban areas and among university graduates. Many agents have a U.S. cultural affinity due to family ties or prior residency. Spanish-English bilingual support is widely available for voice, chat, and back-office functions.

3. Cost Efficiency

Labor costs are competitive with regional peers. Compared to nearshore locations like Colombia or Mexico, Guatemala offers a cost-effective balance between wage rates and agent quality, especially for voice-based roles.

4. Time Zone Alignment

Guatemala operates on Central Standard Time (CST), making it an ideal location for U.S. clients looking for real-time support. Minimal time difference means easier training, management, and performance oversight.

5. Government Support and Infrastructure

The Guatemalan government has prioritized BPO investment through free trade zones, workforce development incentives, and streamlined permitting. Infrastructure in Guatemala City supports 24/7 operations with reliable power, bandwidth, and business services.

Emerging Trends to Watch in 2026

• Vendor Expansion: Several global BPO providers have expanded footprints or entered the market in the past 24 months, signaling continued confidence in Guatemala’s operating environment.
• Multilingual Capabilities: Beyond Spanish and English, there is a growing demand for Portuguese and French language support, with some vendors training multilingual agents in Guatemala.
• AI-Augmented Roles: Guatemalan contact centers are adopting AI tools to enhance agent efficiency and improve customer experience, particularly in QA and training.

Challenges to Consider

While Guatemala offers strong fundamentals, operators should plan for: 

• Urban concentration: Most BPO activity is centered in Guatemala City; options in secondary cities are limited. 
• Talent competition: A mature market means top agents are in high demand, so employer branding and retention strategies are critical. 
• Regulatory compliance: Foreign investors should work with legal and real estate partners familiar with BPO zoning and labor laws.

Site Selection Group in Guatemala: Local Knowledge, Global Strategy

Site Selection Group has supported dozens of clients in evaluating and launching operations in Guatemala. Our approach combines labor market analytics, real estate feasibility studies, incentive negotiations, vendor procurement, and performance benchmarking.

For companies evaluating nearshore options in 2026, Guatemala should remain at the top of the list for scalable, high-quality, bilingual call center support.

Let us know how we can help you enter or expand in Guatemala with confidence.