_{RCC BPO, Newtown Barracks, Belize City (established 2005)}

Belize BPO leaders unfazed by the Keep Call Centers in America Act

BELIZE CITY, Thurs. Aug. 14, 2025

While many have expressed concern about potential impacts of the bipartisan Keep Call Centers in America Act of 2025 that is currently before the U.S. Congress, Belize’s BPO executives say the proposed legislation poses little threat to the country’s thriving outsourcing sector. “Minimal” is the word that one of them used during a press conference on Wednesday. They shared latest figures which indicate that over 18,000 people are employed in Belize’s BPO industry, with close to 85% being women and mothers, some of whom are in managerial positions. A list we received of the more formal BPOs contains 16 call centers, with the oldest being Alta Resources, established in 1997.

Sab Badee, Vice President of the Belize Business Process Outsourcing Association (BBPOA) and Founder and CEO of Global Com (started in 2014), commented that it is a law the U.S. has been trying to push for the last 15 years, “and it’s not getting passed.” They emphasized that the bill is in its initial stages, “far, far away from being approved.” However, Badee stated that, even if the act is passed, “I know for a fact, my company and a lot of the BPOs here, this might affect 0.02 to 0.05% of our industry.” Putting it another way, BBPOA President, Tony Arzu estimates that 90% to 95% of call centers in Belize are working with private entities.

For Victoria Tun, the Association’s Vice President, who represents the larger call centers, it is a matter of who their clients are; and she says that call centers in Belize mostly have private business clients, compared to agencies connected to US government operations like the IRS, FEMA, the federal court system, and others. An example of the private business campaigns provided by Tun was hotel reservations.

Arzu also pointed out that companies are already required to report when they outsource, while Badee affirmed that their U.S. clients do not need federal grants, which is the bill’s biggest sticking point. He also made the point that companies do not consider outsourcing to call centers in the U.S. feasible due to operational costs. He remarked, “They cannot afford to have an American call center – and if they do, it’s a very little piece … the same how Tommy Hilfiger can’t create clothes in America; they also outsource their clothing from India and Bangladesh.”

Badee described Belize’s call centers as very strong. Referring to the employees, he said, “We’re very good at what we do.” He does not consider that the economic demand for the talent and skill set will disappear any time soon.   

Addressing call centre job loss, Belize’s BPO executives affirm AI can’t empathize

The executives also addressed growing concerns over the impact of artificial intelligence (AI) on call center employment. While public anxiety persists about AI potentially replacing human workers, the trio was quick to clarify that such fears are premature. According to Arzu, current AI systems are designed to support and enhance human performance—not eliminate it. “AI is doing the basic 1, 2, 3, 4, 5, step-by-step repetitive processes … Right now, AI is not going to replace anyone. Not anytime soon.”

Tun and Badee echoed the same sentiment, highlighting the current technological limitations of AI in handling complex customer interactions, emotional nuance, and cultural context. Tun stated that AI still has a long way to go. “It can’t pick up empathy,” she said. She explained that everybody wants the high-end customer service; whereas AI is not relatable, and “you are not getting anywhere further than what the robotic is able to tell you.” Badee added that AI will help with chat and e-mail support, “one or two questions, here or there; but once it comes to somebody actually needing support, actually needing help, this is where we come in.” Especially in sales, Badee says, “You need to have tonality; you need to be on your feet … and really close someone and be able to persuade them to trust you … and that is something we are really great at.”

GoB says it is helping to upskill and diversify the BPO sector

Providing his own perspective, the Minister of Foreign Affairs, Hon. Francis Fonseca today stated that we ought not to be scared about the bill, but we ought to be prepared. On Wednesday, the Ministry of Investment, which oversees the BPO industry, reported that it is keeping close watch on the development; but made the big announcement that the Government of Belize has been working to transition Belize’s BPO sector to a Global Digital Services (GDS) industry. In this regard, it reported having signed two contracts to upskill and add value to the BPO industry and to stimulate growth. The overall objective is to counteract any potential impacts from industry changes.

_{Tony Arzu – President, Belize BPO Association}

A first contract was signed in February 2025 with the IDB and Spanish consulting firm, Congenia CYL, SL. They are set to prepare a GDS investment policy with a focus on the Orange Economy. The Ministry says they have identified digital delivery services that can be pursued. These include: cloud computing, fintech, AI/machine learning, cybersecurity, telecom, and professional services. In the creative sector, they identified film, design, publishing, animation, music, and digital content as potentials for economic diversification.    The second contract was signed in April 2025 with Belize-based Chamberlain Consulting Ltd., UK-based Rhics Ltd., and Belize-based Socias Ltd. It is also funded by the IDB, and focuses on skills development in the area of advanced technical support. A curriculum is being developed for the training of 50 BPO professionals. The months-long training is expected to be concluded by the end of the year. The hope is to then acquire funding to expand the number of BPO employees who can access the training.