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Call Center and Operations Center Business in Panama

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Call Center Business Loses Strength in Panama

The number of jobs in call center companies fell by 37% between 2012 and 2016, due to the difficulty in finding skilled labor for this activity.

Monday, February 27, 2017

Limited supply of staff with the skills needed to work in a call center and higher wage demands on the part of those who do meet the requirements are some of the reasons behind the reduction in activity in the call center industry in Panama over the last five years. In 2012, 12.643 employees were registered in call center companies, while last year the figure was reduced to 7,900, according to data from the National Authority of Public Services published by Prensa.com.

"... In the view of some experts, the decrease in the number of positions (also) could be linked to the migration of some companies to more economically competitive markets that have trained personnel. It has also been attributed to changes in strategies that have been made by several multinationals in their main business units."

Prensa.com reports that "...Now call center agents are demanding higher wages, which exposes the limitations of the low cost business model in the country, explained Ariel Ayala, business development manager at Manpower'Six years ago, for a position in a center cali basically what people looked for was someone who spoke English. Payment for this post was $500 a month, which was a very attractive offer. Today, to fill this position, staff need to speak English and even a third language, usually Portuguese, and also have experience in sales, customer service or technical trading, earning a salary that generally ranges between $900 and $1,200 a month, an offer which is not very persuasive for staff that meet all of the market requirements'. "



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Tax Exemption for Call Centers

In Panama, a bill that regulates the activities of call centers has been approved, leaving companies in the sector free of direct and indirect taxes.

Wednesday, September 5, 2018

The National Assembly reported that, in a third debate, approval was given to Bill 653 which regulates the activity of call centers for commercial use.

According to a statement from the Assembly during the discussion, it was learned that only 32 call centers are operating in the country, despite the existence of 134 licenses issued by the Public Services Authority (ASEP). It was said that this activity generates around nine thousand jobs in the country. 

The document states that Project 653 proposes that call center operators will be free of direct and indirect taxes, contributions, fees, duties and national taxes.



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Telecom Invests in Operations Center

Liberty Latin America plans to establish a new operations center in Panama City, from where it will coordinate the company's activities at the Latin American level.

Monday, February 4, 2019

The company reported they selected Panama because they plan to take advantage of its economic stability, its profile as a logistics hub in the region and its great physical and digital connectivity.

You may be interested in "Optical fiber Cables: Figures up to June 2018" and "Central America: Cell Phones Market Up to March 2018".

From the Liberty Latin America press release:

Denver, Colorado – February 4, 2019: Liberty Latin America Ltd. (“Liberty Latin America” or “the Company”) (NASDAQ: LILA and LILAK, OTC Link: LILAB) today announced plans to establish its new Operations Center in Panama City, Panama. This center will allow the Company to leverage its scale and expertise, and provide future growth opportunities to its employees.

Betzalel Kenigsztein, COO of Liberty Latin America, said, "Selecting Panama City as the location for our Operations Center reinforces our strategy to drive operational efficiencies across our platform to support our organic growth over the coming years. We look forward to leveraging Panama´s economic stability and its profile as a logistics hub in the region with great physical and digital connectivity to continue to deliver innovative products and services to our customers."

The Operations Center is expected to create more than 500 new jobs over the next five years and will be established under Panama’s Multi Headquarters (MHQ) platform, which provides significant financial, immigration, and labor incentives for corporations.

The center is expected to be launched in late 2019.

Forward Looking Statements 
This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995, including statements regarding our plans to establish a new operations center, including timing and its location; our ability to leverage scale and expertise related to this center; future growth opportunities for our employees; expectations regarding future job placements; and other information and statements that are not historical fact. These forward-looking statements involve certain risks and uncertainties that could cause actual results to differ materially from those expressed or implied by these statements. These risks and uncertainties include factors that are outside of our control, including factors detailed from time to time in Liberty Latin America’s filings with the Securities and Exchange Commission, including its most recently filed Form 10-K and Form 10-Q. These forward-looking statements speak only as of the date of this release. Liberty Latin America expressly disclaims any obligation or undertaking to disseminate any updates or revisions to any forward-looking statement contained herein to reflect any change in Liberty Latin America’s expectations with regard thereto or any change in events, conditions or circumstances on which any such statement is based.

About Liberty Latin America 
Liberty Latin America is a leading telecommunications company operating in over 20 countries across Latin America and the Caribbean under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC and Cabletica. The communications and entertainment services that we offer to our residential and business customers in the region include digital video, broadband internet, telephony and mobile services. Our business products and services include enterprise-grade connectivity, data center, hosting and managed solutions, as well as information technology solutions with customers ranging from small and medium enterprises to international companies and governmental agencies. In addition, Liberty Latin America operates a sub-sea and terrestrial fiber optic cable network that connects over 40 markets in the region.



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