Last year, Ziptone already noted that the greatest growth of the market for outsourced contact centers in Suriname is over. This year, it is striking that plans for additional branches have given way to investments in the quality of service along the lines of staff retention and AI. Paradoxically, the latter also increases the possibilities to move work packages to other offshore locations.

 

Outsourced contact centers in Suriname continue to face a crowded market in which competition in the labor market remains one of the biggest pain points. This is evident from the information provided by BPO companies for the market overview of outsourced contact centers in Suriname, which Ziptone has compiled for the fourth time.

Hardly any growth in seats anymore

It is striking that companies generally expect growth in staff size rather than in the number of seats. In other words: when asked, the available capacity in seats is sufficient for most players for the next two to three years, even in combination with their growth ambitions.

While there was still plenty of speculation in 2023 and 2024 about the opening of new branches, that noise has now largely died down. Some players even expect consolidation and/or contraction of the Surinamese BPO market, possibly by 10 to 20% per year, driven by, among other things, automation and the relocation of activities or subtasks to other low-wage countries. With that, the major race for market share in Suriname appears to be over. This picture is also reflected in the figures provided: the volume of seats shows hardly any growth anymore, and for some players, even a contraction. This continues the trend that emerged in 2025.

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The growth in FTEs implies that service providers still see growth opportunities in the Dutch outsourcing market. It also implies that there is still sufficient available talent on the Surinamese labor market – even if the latter may come from competing companies rather than from new entrants to the labor market. Employee retention is gaining importance. Various players have increased their investments in career paths and internal academies. Turnover figures provided by companies range from a few percent to 50% on an annual basis. Several employers express concern regarding the developing oil & gas industry, which could exacerbate the labor market tightness.

The reliability of the infrastructure remains a concern according to several stakeholders. The nature of that problem becomes more serious the further you are from the capital, Paramaribo.
When it comes to financial performance, BPO players predominantly keep their cards close to their chest.

Optimism, but new locations are presenting themselves

The level of employees and operations has improved significantly in recent years, most providers state. This process has been accelerated by the use of AI applications aimed at quality assurance and agent support, but also by a different recruitment approach. ContactCare, for example, states: “Stricter selection, better training, and retaining and engaging employees for longer.”

The talent pool is almost exhausted – According to Hofstad Search, which has been doing business with contact centers operating from Suriname for more than ten years, there are now 7.000 to 8.000 customer contact representatives working in Suriname. That figure is also mentioned by the BVAW trade union. According to Hofstad Search, the rapid growth of recent years has led to strong competition, in which the exchange of experiences carries significant weight within the relatively small community – both for employers (think of references) and for employees (who tip each other off). Working hours, combined with limited infrastructure, are also a drawback for many.

Turnover remains high – up to 70% in some places – while the pool of available and qualified employees is nearly exhausted, says Peter de Wijer of Hofstad Search.

Loyalty is relatively low due to inflation – there is persistent pressure on salaries. These are a few factors that play a role in this small but complex economy. Employees also want to advance quickly.

Pia de Wijer, also from Hofstad Search, simultaneously sees opportunities for employers. “Invest in sound and distinctive HR policies aimed at employees, and focus on personal development and career options. Both employer branding and employee satisfaction are becoming increasingly important for employers. Additionally, they will need to respond more creatively to employees' personal circumstances.”

She also advises customer contact service providers to invest extra in internal management training – focusing on roles above the team manager level. And in further expanding the Surinamese pool of qualified operational personnel – for example, through culture and language training. “AI can play a role in this.”

Moving parts of the work

Several major BPO players are preparing for new destinations where at least a portion of the work can be directed. Suriname is not a mandatory route, nor is it a destination where all of an outsourcing party's work must be located. Both outsourcers and service providers already have experience sourcing various work packages to different destinations. The question of which work to have performed where is becoming increasingly relevant for organizations dealing with large volumes and willing to deploy AI.

Suriname may be facing a similar scenario to the Philippines, where growth expectations have been adjusted and the total size of the BPO market in FTE is shrinking, but growing in revenue.

Future

Those same AI applications also pose a risk to the Surinamese market, as mentioned by various providers. Change sees increasing competition from countries in Africa, particularly in text-based communication channels, driven by automated translation. According to Change, the strength of the Surinamese BPO sector therefore lies in voice services and employee engagement.

The latter is also mentioned by others, including an affinity with Dutch society. Jake Raijmann ClientMind goes even a step further: he sees growing potential for “highly educated, empathetic Surinamese talent for complex interactions and sales” and considers Suriname a sustainable outsourcing hub for fast-growing companies in the Netherlands and Belgium.

Concentrix, on the other hand, has been moving non-voice workflows to offshore locations such as Egypt and India since 2023. Relocating work packages to other offshore destinations is only feasible for players with a global footprint. According to Concentrix and various other players, this creates new opportunities for Suriname: employees can increasingly develop towards more complex customer interactions and specialized services, ensuring the sector remains attractive and future-proof. Or as Custom Connect states: “The winning formula is not cheap labor, but smart labor: agents supported by AI tooling, trained to high quality standards, and embedded in a culture of continuous improvement.”

ETB points to stricter requirements regarding compliance and information security, in which Suriname can play an important role as a high-quality outsourcing destination.

From 'cost advantage' to 'high quality'

Anyone reading between the lines will see that providers are increasingly emphasizing 'high quality' rather than 'cost advantage': the narrative has been adjusted, and the discussion regarding labor costs in Suriname is being avoided. This high quality lies in employees' affinity with the Dutch language and culture, the deployment of new technology, and the commitment of agents: in Suriname, a job in customer contact is still a fully-fledged job. Although the Surinamese trade union BVAW prepares for a living wage of six eurosThere are no signs yet that more 'high-quality' also leads to better primary employment conditions. Some players are, however, already getting close to that six euros.

Moreover, two players have plans to invest further in sustainable business operations. If LMS and MisterChat realize their plans, ContactCare will no longer be the only B Corp in the Surinamese customer contact business.

Profiles of facility contact centers in Suriname

Call factory It has one branch in Suriname, has been active in Suriname since 2007, and is managed by Julia Kromopawiro. The management of the independent company is based in both the Netherlands and Suriname. According to 2024 figures, Callfactory employs over 90 staff members; it has a capacity of approximately 80 seats. Work is conducted in Dutch, English, and French, with services such as voice, back office, data entry, content management, administration, and order processing. Callfactory focuses on sectors such as media, real estate, and e-commerce. Until recently, the company worked for DIRECT klantcontact, among others, but that outsourced contact center opened its own branch in Suriname at the end of 2024. Callfactory did not respond to requests for information from Ziptone.

Change is active in both the Netherlands (since 2021, with currently four branches and 500 FTE) and Suriname (since 2024 with 125 FTE). The location in Suriname is led by Isabelle CaldeiraChange has also experienced significant growth in Paramaribo over the past year: a second branch is operational, and the number of seats and FTEs has increased by approximately 30 percent. From Suriname, Change serves telecom brands, energy company Eneco, and mobility service provider MyWheels. Change does not plan to relocate capacity in Suriname to other locations in the coming years. However, partial activities are being moved from the Netherlands to Suriname gradually.
Change focuses on innovation and acceleration. In the coming year, Change as a whole has a strong growth ambition of 50%; additionally, Change aims to position itself more emphatically as a full-service provider for clients, encompassing operations, technology, and consultancy. Change holds ISO 27001 and aims to achieve ISO 9001 this year. Furthermore, Change holds the Ecovadis Bronze certificate.

ClientMind is managed by the founder and director Jake RaijmannDaily management is in the hands of operations manager Imardio Grando. The company positions itself as a boutique BPO with a flexible scale and claims to be able to onboard clients within seven days. In addition to operations, ClientMind also offers consultancy in the areas of processes and AI. ClientMind focuses on steady growth in Paramaribo in sectors such as e-commerce, technology and SaaS, start-ups and scale-ups, SMEs, and marketing agencies. The company currently serves five clients. Over the past year, the company has primarily invested in expanding its services towards IT helpdesks and technical B2B support. ClientMind has the ambition to obtain ISO 27001 and 9001 certifications this year and aims to gradually transition to outcome-based billing models.

Client Success only provided input for this market research last year. The company, which actively recruits employees through Facebook, was founded in 2020 and is led by CEO Sita Lall, previously employed by ProCallcenter in Suriname. Client Success provides services for channels such as inbound and outbound voice, email, and chat, and also performs back-office tasks. Client Success does not provide information about which customers it serves and did not respond to Ziptone's inquiries this year.

Concentrix is one of the top three players in Suriname in terms of size. The operation is led by Frank Meijer (managing director), Mirzano Heikerk (Director Operations) and Dynaida Plak (HR Manager). Account management and support regarding IT, security, and compliance are based in the Netherlands. Management in Suriname is predominantly local. The company is active with a broad range of services in various sectors and, just like last year, serves approximately twenty clients, of which the ANWB is an example. The services are supported by the iX Product Suite from Concentrix.
The company states that it has invested heavily in attracting and retaining personnel; turnover is said to have halved since the beginning of this year. Concentrix expects to remain an attractive offshore organization in Suriname in the coming years, enabling healthy, gradual growth of activities in Suriname. For a limited number of clients, according to Concentrix, workflows are being relocated to India, among other locations. Concentrix holds certificates for ISO 27001, 22301, 27032, 22320, 27035, and Ecovadis Gold. The company intends to take further steps in the areas of corporate social responsibility and sustainable business operations.

ContactCare in Suriname is part of ContactCare Group BV, the only B-Corp registered facilities contact center in the Benelux and SurinameThe operation in Suriname is managed by Christopher Gits (country manager) and Carolyn Scheurlen (Operations Manager). With two premises in Paramaribo, the company has sufficient capacity to realize its ambitions – to grow to approximately 300 FTEs. Part of that growth was already achieved last year. In Suriname, work is carried out for seven different clients. The company explicitly focuses on good employership and long-term employee retention (ContactCare states a turnover rate of less than 4%), including through career advancement opportunities and B Corp principles. Technologically, the company is preparing for change by deploying AI as a tool for employees. ContactCare has no plans to relocate Surinamese capacity to other offshore locations. ContactCare believes in the future of Suriname as a Dutch-speaking nearshore location. That conviction is underscored by the purchase of one's own propertyContactCare is ISO 27001 and 9001 certified.

CustomConnect has been active in Suriname since 2018 and is led by the managing director Jacques JonkerThe company has grown in size (FTE) over the past year and, just like last year, is anticipating a third location. For Custom Connect, Suriname is a strategic sourcing destination within the company's Global Strategic Delivery Model. From Suriname, thirteen clients are served in sectors such as e-commerce, financial services, energy and utilities, logistics, telecom, and retail. In doing so, Custom Connect utilizes its own myia platform, among other tools, for real-time AI support, quality monitoring, and knowledge management. According to Custom Connect, these facilities ensure higher quality and faster onboarding than with traditional BPO providers. The company already held ISO 27001 certification but implemented ISO 14001 and ISO 27701 last year and moved from Ecovadis Bronze to Silver. Investments were also made in an in-house Academy aimed at advancement to senior and coach positions. The company aims to grow organically by 10 to 15% per year in personnel size over the next few years.

DHC Offshore has been active in Suriname and the Netherlands since 2020. The company is led by Jay GobardhanDHC focuses on B2C clients in retail, logistics, travel, e-commerce, software, tech, and health in Dutch, English, and Spanish. In addition to regular customer contact services, DHC also offers WFM services. The company currently serves two clients. DHC aims to distinguish itself through personal attention and greater control for the client. According to DHC Offshore, the biggest challenge is retaining staff; personal attention for employees is also essential, says DHC.

DIRECT customer contact is led by Rob WenninkThe company has had its own branch in Suriname since the end of 2024; since its inception, the number of seats has increased from 14 to 24. The company serves a large number of clients from sectors such as construction, installation technology, housing associations, road & infrastructure, parking, charging, recreation (holiday parks), and business services. DIRECT klantcontact expects to grow in size in terms of FTEs this year. The company obtained the ISO 27001 certificate last year. The team in Suriname is being further professionalized with experienced colleagues from the Netherlands and by rolling out AI tooling. The company anticipates a long period of continued growth and intends to join VCCS, which also assigns DIRECT klantcontact a role in the further professionalization of customer contact in Suriname.

Duttenhofer Outsourcing Company DOC was founded by director/owner Jesse Duttenhofer. DOC has been active in Suriname since 2020. The company specializes in back-office services, secretarial support, accounting, administration, and customer service, primarily for Dutch organizations. The company currently serves four clients and is working on further growth in both the number of clients and employees.

ETB Support Solutions is active in multiple countries and has been present in Suriname since early 2022. The branch is led by the country director. Rishi RambharosThe services (in addition to front- and back-office services, also WFM, AI, software development/testing, and accountancy) are offered in Dutch, English, and Spanish. In Suriname, ETB focuses on verticals such as energy, healthcare, telecom, retail, accountancy, and finance. ETB is a steady grower with currently three major clients in Suriname, including Eneco. The company is still considering a second branch, given its growth ambitions towards 250 to 300 FTEs.
Recently, the company has invested in AI, automation, and digital innovation, among other things. The company maintains a positive work culture, opportunities for advancement, and good employment conditions, which ensures a motivated team and low staff turnover. For instance, ETB offers childcare options, favorable terms for banking products, interim salary increases, incentives, and bonuses. ETB aims to consistently rank among the top five highest-paying employers in Paramaribo. The Paramaribo location is certified for ISO 9001, 14001, 45001, 27701, 27001, 18295, and ISO 22301.

Global Support Company is an initiative of Mark de Vos en Lucas Kuin, who have had their own contact center in Suriname since 2023, which is led by Randall NapoThe company focuses on all verticals with broad customer service and WFM services. The company aims to grow by another 50 to 100 seats over the next twelve months, reaching approximately 250 FTEs. A new branch on another continent is also being considered with a view to offering multilingual services. The number of clients has nearly doubled compared to last year to seven, including Vakantiediscounter, Medipoint, Intertoys, and New York Pizza. Global Support Company aims to distinguish itself through operational quality. The company is positive about the potential in Suriname: the destination is becoming increasingly suitable for carrying out complex work, an area where there is still a great need for outsourcing to achieve cost savings, according to Global Support Company.

Logical Moderator Solutions (LMS) has been in existence since 2012. The company is led by CEO Orano Rose and moved last year to Mr. AJ Quintus Boszstraat 27 in Paramaribo. LMS offers virtual assistants, data entry staff, and agents for inbound and outbound voice and digital customer contact services and WFM services in Dutch, English, and Spanish. The current workforce is 23 FTE; the company aims to grow in both the number of clients and the number of employees. The company focuses on projects in the fields of e-commerce, logistics, telecom, and energy. Current clients include CRMsolvers, Ezviz, Gofo, and VidaXL. LMS intends to start the ISO 18295 and 27001 process, as well as B Corp certification. LMS places great value on a safe and pleasant working environment, open communication, and respectful collaboration.

MisterChat has been active in Suriname since 2023 and is led by Jan Pieter VreekenThe company works with remote agents, has a team leader and assistant in Suriname, and a planner in the Netherlands.

The company has also launched operations in Valencia in the field of accessibility services (the majority of its operations) and customer service via channels such as chat, telephony, and email. These services are provided to a substantial number of companies in e-commerce and retail. The company aims to expand further in Suriname; activities previously carried out in the Netherlands have been shifted to Suriname and Spain. MisterChat is also investing in solutions for AI-based quality assurance. MisterChat aims to double its revenue over the next three years and plans to obtain B Corp certification.

Norsou360 is led from the US by Kathleen KromodimedjoThe company was launched in the summer of 2022 and provides services in English in the fields of voice, digital, data enrichment, and back-office services, including auditing and claims processing. Norsou360 focuses primarily on companies in regulated sectors. Until last year, Norsou Suriname worked for two clients: Covenant Healthshare and Iron Health Benefits, both healthcare programs in the US. Last year, the company had plans to expand to approximately 100 seats. Norsou360 did not respond to requests for information for this market overview this year.

ProCall Center has been active in Suriname since 2012. ProCallcenter provides customer service services for telephony, email, and digital channels, administration, ICT and recruitment support; and back-office and financial support. In 2024, the company had 45 seats and 55 employees. The company declined to provide figures this year as well.

Qrown Support International is part of Qrown Support in the Netherlands. The company launched in Paramaribo in 2024 offering services in the areas of customer contact (voice/digital) and back-office tasks. How the company has developed further is unclear; Qrown Support declined to provide information for this market overview again this year.

strongbow was founded in 2007 and is an independent Surinamese company with – based on older figures – two branches in Suriname. In addition to customer service, Strongbow also offers other services such as accountancy and payroll. The company focuses on markets such as healthcare and retail. The company, which seeks online publicity as Call center Suriname, did not respond to requests for information from Ziptone this year.

With veteran TP, active in Suriname since 2014, stands since 2024 Gijs Wijnant as country director at the helm. From Suriname, TP serves over 25 clients in diverse sectors. Well-known clients include Albert Heijn, Bol, Etos, Samsung, and Zalando. Despite the tight labor market and rising costs due to inflation and competition from the oil & gas industry, TP still expects to grow by around 10% per year. This growth is made possible partly by the shift of non-voice services to, for example, South Africa, and partly by investing extra in Dutch language proficiency.
TP focuses on retention by offering security in the form of permanent contracts and compensation for work outside normal working hours. TP also invests in developing its own middle and senior management. As far as TP is concerned, the sum of various policy choices should lead to Suriname developing into a compliant, AI-driven growth engine for TP for Dutch-speaking customer contact. TP Suriname is certified according to ISO 9001, 27001, 2600, and 50001, among others.

Last year was CloudTeams a newcomer, which relied on capacity from partner DHC Offshore (approximately 25 employees) in Suriname. Currently, there are no joint projects. Carlijn Timmermans left the company earlier this year. CloudTeams, which according to its website is also active in Madagascar and India, did not respond to requests for information from Ziptone this year.

Telesupport-Netherlands Effective February 2025, Telesupport-Nederland is the new name for HSCS NV, which stood for High Quality Service Center Suriname. The company has been active since 2012 and is owned by Holland Energie. Because the company has not provided data in recent years, it is unclear whether there has been any growth. Telesupport-Nederland claims to provide services in the areas of front office (all channels), back office, sales support, sales, financial administration, and energy expertise. According to its website, Telesupport-Nederland has clients such as Energy Focus, Laadkompas, Holland Energie, and Zonnemarkt.

Tolzo (active in Suriname since 2013, with approximately 80 employees in 2024) has not responded to requests for information this year; the company declined to cooperate with the market overview last year.

UNIQCX is the newcomer to the market overview this year; the company has been active in Suriname since 2024. Founder and owner Brian Sloote has been active in the Surinamese customer contact sector since 2011. UNIQCX has one operational physical office and a second location that can be deployed as a fallback and backup site. The management team has experience in both the Netherlands and Suriname. UNIQCX positions itself as a boutique BPO partner for Dutch SMEs and focuses on e-commerce and retail, IT and technology, and business services. The company aims to offer clients tailored solutions, alongside short lines of communication and direct management involvement. The company does not intend to compete on price or scale; however, it is considering the acquisition of a party in the Netherlands. UNIQCX is ISO 27001 certified and currently serves clients such as Veneta.com and Wortell, among others.

Vanad Interactions (the new name of VANAD Engage) has consolidated all activities in Suriname into one modern headquarters following the acquisition of Inspire (which had three locations). The operation is led by the country director. Zinho ParisiusThe company has recently invested heavily in improving the recruitment and onboarding process, which has a positive effect on dropout rates in the first month. Vanad Interactions' recruitment process consists of three selection phases, followed by an internship agreement prior to an employment contract. The company focuses on organic growth combined with the use of in-house developed AI applications. As a result, the volume of operations in the Netherlands is decreasing. Vanad Interactions holds ISO 9001, 27001, and Ecovadis certifications. The company works for clients including Jumbo, Ben, Odido, Transavia, Greenwheels, DHL, and ComfortPartners.

WEngage Suriname has been active in multiple countries, including Suriname, since October 2023. The Surinamese operation is supported by the Belgian organization. Just like last year, the company declined to provide information.

Wise Support NV was started in 2024 and is led by Moreno Noorden-Pardjo. The company is active in front- and back-office tasks. In 2024, Wise Support expressed the ambition to build strong relationships and trust to prove its capabilities and continue growing. No information was provided to Ziptone in 2025; this year, however, it was. The number of employees has increased slightly, as has the number of seats. Wise Support focuses on e-commerce, ICT, utilities, telecom companies, charities, and SMEs, and provides services in Dutch, English, French, German, and Spanish to eight different clients, whose names are not shared. The company considers AI a necessary tool in its operations.

Yource has been active in Suriname since 2013. The company did not respond to a request for information in 2025, but did participate this year. Compared to 2024, Yource has reduced the number of branches and workplaces but has remained approximately the same in terms of FTEs. When asked, Yource has no plans to change the number of branches. The operation in Suriname is led by Barbara BruinhartThe management team consists primarily of Surinamese professionals, supplemented by Dutch expertise at the strategic and operational levels. Yource states that it aims to grow autonomously – thus not primarily by scaling down in the Netherlands – and focuses on sectors such as telecom, energy and water, retail and e-commerce, logistics, and travel and insurance. The company positions Suriname as a high-quality customer contact location for the Dutch and international markets.
In addition to front- and back-office operations, making extensive use of AI, Yource also helps clients automate interactions. It currently serves twelve clients, though Yource does not disclose their names. The company holds a range of certifications: ISO 27001, 27701, 9001, ISAE 3402, NEN 7510, and 4400-1. Last year, Yource upgraded from EcoVadis Bronze to Silver.

Updates on the Surinamese customer contact industry from the past 12 months

• TP Suriname opens a fourth location in Paramaribo with space for 300 employees (July 15, 2025)
• Hourly wages under pressure; a Surinamese contact center collective labor agreement is on the horizon (August 7, 2025)
• VANAD Interactions designates new headquarters in Paramaribo as main headquarters (February 19, 2026)
• ContactCare opens its own renovated colonial building on Dr. JF Nassylaan (February 11, 2026)
• Report by Jomara Roletti and Morena Leter from Suriname: what does working in customer contact in Suriname really mean? (February 23, 2026)
• COO Marco ten Oever temporarily manages the Benelux and Suriname following the departure of Norbert van Liemt as CEO of TP Benelux, Suriname and Nordics (May 21, 2026)
• Relaunch of Surinamese Crisis Helpline 114 (June 11, 2026)
• Controversial construction plans plans for a new contact center on Nickeriestraat were called off after protests and a court case (June 15, 2026)

Research accountability

This year, 28 companies have been included in this market overview that are certain (or can reasonably be assumed) to be active in customer contact services in Suriname. Extensive input was received from 18 of the 28 included companies based on a standard questionnaire sent in May, with a reference date of July 1, 2026.
All companies were requested – in order to ensure the most reliable data possible – to substantiate their statements where possible with a screenshot, scan, or link—such as certificates, HR overviews, links to customers, or Chamber of Commerce documents. Incidentally, the vast majority of companies did not comply with this request.
Information regarding players who did not respond or declined to cooperate this year has been included to the extent that it was available through public sources. This market analysis should be viewed primarily as descriptive; no significant quantitative trends can be derived from it.
Two companies for which no (new) information could be found have been removed from the market overview in this edition: NV Global Online Moderators and Gateway Services. Engine Outsourcing has been removed from this edition because the company is no longer active in B2C customer contact, but focuses on specific B2B back-office services. In previous editions, other companies were already removed for the same reason: ContactSu BPO, RGC Services NV, Telelynk, @TheCenter NV, TeleSolutions, Outvance, Suppledesk, Tele Marketing Service, RichPay Online Moderators, United People Marketing, Integrated Omni Solutions NV, and Outsourcing Company Suriname.

This market overview may be supplemented or updated from time to time.

(Ziptone/Erik Bouwer)

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