Golden Gate BPO Belize City Update

Belize City UpdateIn January of 2014, Golden Gate BPO Solutions completed the certification of its operating partner in Belize City and began offering outsourced contact center services there. As the only nearshore location where English is the official and native language, our goal was to leverage that as well as Belize’s close prox-imity to the US, and establish ourselves as the top quality operator and employer in the region serving US companies. We implemented our operational best practices at the site, enhanced the skills and perfor-

mance of middle management and client services, and we continue with a relentless and never-ending focus on improving our technology and CRM platform.

Belize City Key Highlights from January 1, 2014-June 1, 2016• Grewfrom200toover550employees• AddedasecondfacilityinBelizeCity,bringingourtotalcapacityto810workstations• Mixofbusinesschangedfrom100%salesto65%customerservice&technicalsupport&35%sales• Communicationchannelssupportedchangedfrom100%phone-basedto25%multi-channel (phone, chat and email)• EstablishedPCIcompliantphysicalanddatasecurity• CallCenteremployerofchoiceinBelizeCity

Relax on San Pedro Island

Altun Ha – Mayan Ruins Outside of Belize City

Caye Caulker on Way to Shark Ray Alley/Belize Barrier Reef

Snorkeling at Shark Ray Alley, Ambergris Caye

San Pedro Island