“In Suriname, they are truly proud of customer contact as a profession. We in the Netherlands could really learn from that.”
ContactCare recently organised a study trip to Suriname, perfectly timed with the opening of our second branch there. One of the participants was Robin Hogenkamp. As an experienced professional in customer contact and customer experience, columnist for CustomerFirst, and board member of the Platform for Customer-Centric Entrepreneurship (PVKO), Robin has spent years helping organisations become more customer-focused. Driven by curiosity about the opportunities and risks of doing business in Suriname, this was his very first visit to the country. We caught up with him to talk about his impressions and his vision on offshoring customer contact to Suriname.
“It was incredibly educational and inspiring to see first-hand how customer contact is organised there, how vibrant it is, and how much it is valued. Best of all was speaking with local professionals and hearing their real, authentic stories.”
A wonderful surprise
Suriname delightfully surprised Robin, he says: “At first glance, it might feel like taking a few steps back in time. The infrastructure and facilities aren't at the same level as in the Netherlands, and the economy is smaller, so everything is different from what you are used to. Because of that, I might have gone there with the wrong expectations – which is also why many people have an inaccurate view of offshoring. But that only makes it more impressive to see how professional and well-organised the customer contact sector is. It was a wonderful surprise. When you look at how they actually work, their quality of execution is outstandingly high.”
Passionate and grateful employees
Robin also noticed a big difference between the Netherlands and Suriname in how customer contact is valued as a career: “While call centre work in the Netherlands often has a bit of a negative reputation, the people I spoke to in Suriname are genuinely proud of their work. Customer contact holds a much higher status in society there. It is seen as a proper professional field where you can build a great career and develop highly valuable skills. Other local employers even see it as a major plus on your CV. They know that people with a customer contact background are excellent communicators, emotionally resilient, and mentally strong. Great customer contact involves so many skills, and in Suriname, that is truly recognised and appreciated.”
Is offshoring to Suriname a good idea?
“My positive view on this has definitely been reinforced. The combination of language (Dutch is the official language), culture, and time zone makes Suriname an ideal offshoring partner for customer contact. On top of that, service and customer-friendliness are truly in their DNA. Surinamese people are incredibly friendly and welcoming, both in and out of the office. They are also highly motivated and passionate, which shines through in their work. This cultural aspect brings amazing value to our industry.”
“But it is also highly beneficial for them. This collaboration gives the local economy a fantastic boost. Employees get brilliant opportunities to grow professionally and receive quality training, which is wonderful since higher education isn't always accessible in Suriname. I think this positive impact is often overlooked.”
Robin highlights the inspiring energy he experienced: “It was wonderful to feel how alive the industry is in Suriname, and to see companies like ContactCare invest in raising the sector to the next level. Partnership between Suriname and the Netherlands can strengthen our industry and create fantastic new opportunities. Suriname is an ambitious country boiling with talent and room for growth.”
As an example of an opportunity, Robin mentions the Surinamese accent, which is still sometimes seen as a barrier in the Netherlands. “But we have so many different accents in the Netherlands too! This is actually something we should embrace. As a society, we are moving towards greater inclusion, and this is a fantastic way to support that.”
Bringing pride back to the profession
When asked what he took away from the trip, Robin shares: “Above all, the deep appreciation for the profession. We can really take a leaf out of their book. They look at this work in a completely different, inspiring way. I’ll definitely take this energy with me in my ideas on how we position the industry in the Netherlands. As a columnist and PVKO board member, my mission is to give customer contact the recognition it deserves. It is a beautiful, complex, and exciting business. We should express our pride in it much more often in the Netherlands, and I am fully committed to making that happen.”
More about offshoring at ContactCare >
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