Corporations near the coast operating in Central America have done the most productive thing for staff due to the continued increase in Covid-19 instances in the region. Each country responded to the pandemic in its own way and corporations had to adapt to a wide variety of new government regulations to reduce infections.
Craig Dempsey, the managing director of Biz Latin Hub, a back-office services provider, has outlined the regulations in the region. Read on for a detailed review of current conditions in El Salvador, Costa Rica, Honduras, Nicaragua, Panama and Guatemala.
El Salvador has documented more than 18,000 demonstrated cases of Covid-19. Covid-19’s death toll reached 486. Dempsey said El Salvador would return to more open economic activities in five phases. The recovery plan began on June 16.
The stages are described below:
Jessica Bukele, representative of the Offshore Commercial Services Investment Advisor (Proesa), told Nearshore Americas that the Commercial Procedures Outsourcing (BPO) sector in El Salvador was developing before Covid-19. Approximately 80 corporations have been operating in the country lately, employing about 30,000 agents. Although the country was scheduled for a phase two reopening in July, this was canceled as the number of cases continues to increase.
“We’re seeing about three hundred new infections a day,” Bukele said. “60 to 90% of agents … they are now running from home because of fitness regulations, with the exception of those running on PCI-compliant accounts or that process sensitive data such as credit cards.”
The largest call centers in El Salvador are Concentrix, Teleperformance, Telus International, Sykes and Atento. Open centres require the use of mask and separate personnel through 3 meters. The alcohol gel is made for non-public use and the buildings are cleaned twice a day. Most centers have glass walls and require staff to sit in seats of choice that look like they look.
“The reopening of phase two was intended to begin july 21 in El Salvador, but the government says we want to flatten the curve,” Bukele said. “The reintroduction of public transport planned for phase two … This has also been postponed.”
Dempsey said Costa Rica’s ministry of fitness had issued a number of rules for the country’s personal corporations. Using those rules, corporations will need to independently expand their own protocols to avoid contamination and help identify imaginable instances of Covid-19.
Failure to comply with fitness rules can have consequences such as suspension of operating licenses, so it is vital to comply with regulations. Companies must meet the following requirements:
Gabriela Martínez de Central Gate, the official association of high-tech service providers in Costa Rica, had implemented social estrangement and quarantine measures as a result of the pandemic exacerbation.
Auxis stated that workers in the United States and Costa Rica had been operating under the WFH style since mid-March, with no reported cases among the teams. The company has reopened its offices in Heredia, but it still restricts visitors and has implemented strict fitness and protection protocols. Protocols include quick cleaning procedures, capacity restrictions, social distance mandates, temperature controls, and wellness/exposure certification procedures.
Hanna Retana, an advertising developer for Bosch in Costa Rica, said her company had also adapted to the recommendations made through Costa Rica’s Ministry of Health. Bosch Service Solutions sought to move its 250 workers to a domestic mode, achieving a migration 100 percent of agents in 3 weeks (mid-March to early April), without the primaries having an effect on operations or service levels.
Ex2 Outcoding also stated that the company had moved to the WFH, and that all meetings took virtually a position. The company has developed a comprehensive set of hygiene and cleaning rules to return to the company’s physical site.
Novacomp Costa Rica reports that customers are no longer so skeptical about remote execution. Covid-19 highlighted the main demanding situations for the company and its customers, he said, adding that manual processes are a threat factor. The company has been able to expand the answers to this with its customers.
Sykes Costa Rica began making plans for Covid-19 on February 28, creating a matrix of threats and moving to the source of cleaning tissues and preparation of the WFH. The business continuity plan ended on March 19.
According to Biz Latin Hub, Honduras will gradually reopen some economic activities across regions and phases, with a two-week period era, beginning on June 6. The regional categories are known as follows:
Due to the possibility of contagion, the following sectors are closed until further notice: public transport, supermarket purchase, restaurants (possible home delivery), universities and schools, cinemas, concerts and events.
Essential staff will need to wear a face mask, keep a meter away socially and use gel or disinfectant soap.
Teresa Maria Deras, BPO representative and senior executive of Honduras’ investment agency, FIDE, told Nearshore Americas that call centers and outsourcing had obtained government approval to continue working.
Some corporations have activated FMH contingency plans, while others are holding in call centers. “There are call centers here in Tegucigalpa that say they are challenged through all the social estrangement legislation. Some have implemented them while others have FMH,” Deras said.
Companies that have received special permission to operate from their operating centers. Workers were allowed to bring chairs to some companies.
Under Covid-19, Deras said, some corporations have noticed reduced volumes. “The challenge is that they don’t get as many contracts as they used to. Some of the facilities they supply are televisions and others are not buying new ones. As a result, the required technical assistance point has decreased. it turns out to be a decline in worldwide demand.”
Dempsey said the Nicaraguan government targeted the virus by disinfecting public spaces, while allowing economic activities to continue to function normally. Controversially, the government has refused to bring into force an era of freezing or urge companies to close. Companies that have made the decision to close have sometimes done so because of weak economic movement and to avoid putting staff at risk.
Business locations in operation are required for protocols that include:
“Ibex has taken early, more proactive and thorough protection for the protection of our employees,” said Bob Dechant, CEO of Ibex. Dechant told Nearshore Americas that the company had complied with all Nicaraguan government regulations.
“Our multiple sites in Managua, Nicaragua, have carried out this pandemic well thanks to the measures we implemented early,” Dechant said. “Ibex has followed the protocols of protection and has practiced social estrangement, the mandatory use of masks and sanitation protocols in recent months. We have also created a personal clinic for our workers where they can see a doctor … The clinic has been a great success and is paid in full through Ibex.
Dechant said the company will continue to take preventive measures until the numbers drop in the country. “The protection and well-being of our workers is our main concern,” he concluded.
Dempsey said all corporations in Panama want to set up a special committee to monitor their staff’ fitness in the face of the pandemic. This committee consists of two to six people, depending on the age of the company. The objective is to identify and update normal case detection procedures, put in place an approved procedure, and speak with aptitude authorities. The committee is also guilty of establishing normal evidence, providing education to employees, seeking contacts, and offering protective equipment.
Each company should plan and implement general prevention measures and controls for staff, employers, customers, suppliers and visitors. Control regulations for staff include:
Companies are also encouraged to pay attention to the handling of stress in paints from this period.
Although Nearshore Americas contacted the Panamanian Ministry of Commerce for information on its Covid-19 response, they did respond to the request.
Dempsey said contact centers and BPO remained open to the pandemic in Guatemala. To operate, these corporations will need to expand an operational plan that meets the needs of Decree 6-2020 and Decree 7-2020. This plan deserves to detail biosecurity protocols for the workplace.
The Ministry of Labour largely monitors compliance with plans and protocols through normal inspections. Several touch centers have been suspended for non-compliance, according to Biz Latin Hub.
The BPO industry in Guatemala has 20 corporations, according to Natalia Samayoa, task analyst of the national festival firm Pronacom. These corporations come with Alorica, Telus International, HCL, Nearsol and Conduent.
After a blockade launched by the government in March, approximately 70% of migrants to the WFH. The rest now operate from centers. Guatemala has registered more than 5,000 instances of Covid-19. Public shipping has been banned, waiting until Saturday between five a.m. and 2 p.m. Companies are guilty of sending their workers.
Some companies, according to Samayoa, have been exempted from curfew because express accounts do not allow THE FMH. “We are introducing comprehensive schools to build English speakers for the industry. We’re developing despite the pandemic,” he said.
Providing the Internet to remote agents has resulted in additional pricing in some companies.
Social estrangement regulations were replaced as the pandemic progressed. “The sector … had to adapt to the government’s demands for social distance and hygiene. Before, there were five square meters among the agents. Now he’s given 10 meters.”
Companies now plan to return to staged paintings. “The sector has been very resilient,” Samayoa said. “They have attracted new consumers and new accounts.” The industry has generated another 3,000 jobs since March.
Avia Ustanny-Collinder is editor-in-chief of Nearshore Americas and award-winning business journalist in St. Catherine, Jamaica.
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