A recent study designed to fast track and implement plans for the development of the country’s Outsourcing Sector has concluded that “the cost and reliability of telecommunications in Guyana have impacted negatively on the development of the outsourcing industry”,
The study which was completed in May by the international consultancy firm Accenture, also says that the growth and development of the sector will depend on “further government action” to address other problems including infrastructure, people, skills and the investment environment.
Business Process Outsourcing (BPO) is identified as a key potential growth area in the country’s economy due to the country’s potential competitive advantages including competitive wages, desirable location and a high literacy rate.
According to the study the outsourcing market is growing at approximately 40 per cent annually with the potential to employ more than 6,000 persons by 2013,
Guyana’s outsourcing sector currently offers outbound sales and telemarketing as well as inbound customer support services. The sector also provides Voice Mail Transmission, Medical Records Transmission, On Line Gaming Customer Support and Data Warehousing.
While the report is upbeat about the prospects for the future of the sector, it notes that some of the problems that could negatively affect the sector include customer concerns regarding possible disruption to traffic in the event of the cutting of the Americas 11 fibre optic cable and the existing satellite service. The report also cites concerns associated with increased competition within the available pool, shortage of office space, customer and investor concern about country safety and problems related to the bureaucracy of the Customs and Trade Administration. The report adds that Guyana also faces the challenge of increasing external awareness of the country as an outsourcing location.
Meanwhile, a proposed fast track programme for Guyana’s outsourcing sector envisages an initiative to improve international awareness of the country as an outsourcing centre designed to target both potential customers and investors in the sector.
