In over twenty years, Suriname has become a nearshore hub for Dutch (and Flemish) customer service. However, discussions about employment conditions, the availability of talent, and the sustainability of this growth are becoming increasingly clear.

For the companies, the advantage is clear: Surinamese workers earn three to four times less than the Dutch minimum wage—but not bad by Surinamese standards. However, there's also criticism from Suriname: aren't contact centers sucking up scarce talent that the country itself desperately needs?

The question is raised by Parbode, the magazine for investigative journalism in Suriname. For the extensive article, Parbode with various stakeholders.

Heavy shifts

Contact center work can be seen as attractive to young people: it usually pays relatively well and serves as an excellent springboard to other jobs. You can gain experience, learn to communicate, and study at the same time, although one interviewee also pointed out long shifts and limited career opportunities without a degree. Changing projects, which sometimes puts employees under a certain amount of pressure, is also not always viewed positively.

BvAW union president Jerrel Mac Intosh estimates that around seven thousand call center employees, mostly young people, are currently employed by primarily Dutch/Flemish companies. Mac Intosh sees market growth, but also challenges surrounding contracts, performance standards, and the asymmetry in knowledge of labor law. The union therefore wants to monitor working conditions, contracts, and benefits more closely and empower employees.

What will be the influence of the oil & gas industry in the future?

Mila Bahadoersing of Ondernemershuis Paramaribo emphasizes the macro trend: outsourcing is global, and demand is growing. She argues that the sector encompasses more than just phone calls: it increasingly also encompasses administrative and IT tasks. Bahadoersing links further growth to broader economic development (particularly from the oil & gas industry), which can drive new support services.

Parbode also spoke with Erik Bouwer of Ziptone, including about the third edition of the market overview of customer contact companies in Suriname; the number of workplaces and employees is continuing to grow, but at a slower pace. He expects another 500–1000 additional employees in the short term, but sees a risk of flattening due to competition for talent, as oil & gas and hospitality offer better jobs. At the same time, a higher Dutch minimum wage could further stimulate outsourcing, while technology (such as real-time speech translation) and price pressure could actually shift work to cheaper countries.

Good employers in Suriname

Call center work is often seen by employees as a way to build their future. It offers temporary income and an opportunity to gain experience, but is not considered a permanent career choice. According to Parbode, the Surinamese BPO sector is a signal for Surinamese companies to also offer attractive employment conditions, career prospects, and creative recruitment strategies, partly to retain their own young talent. The question is not only why young people choose foreign clients, but also why Surinamese companies are not yet attractive enough, according to Parbode.

Read the full article on Parbode

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