Guatemala established itself as one of Central America's preferred destinations for call centers and BPO companies thanks to its demographic dividend and time zone, but that same sector faces one of the highest staff turnover rates of any industry — working long shifts in enclosed spaces, often with poor ventilation, is one of the reasons employees themselves cite when resigning. Add to that the occasional ashfall from the Fuego volcano over Guatemala City, which periodically affects outdoor air quality. WELL certifies exactly the kind of conditions that sector needs to improve to retain staff — air quality, natural light, ergonomics, and mental wellbeing — and it does so in a market where almost no building offers that credential today, which lets the first ones stand out sharply.
Working conditions diagnosis: we assess the workspace's air quality, natural light, ergonomics, and acoustic comfort against WELL v2's requirements, focusing on conditions typical of call center and BPO operations.
Concept-based strategy: we prioritize Air, Light, Sound, and Mind, the concepts with the most direct impact on staff retention.
On-site performance verification: we coordinate the physical air and water quality tests an IWBI-accredited performance testing agent carries out in the building before certification.
GBCI certification and three-year recertification: we manage seal issuance and the three-year recertification cycle that keeps the credential active.
IWBI's fees are calculated by built-area range, plus the cost of on-site performance verification — physical air and water quality tests — exclusive to WELL. In markets with a smaller pool of specialized service providers like Guatemala, planning the logistics of these tests in advance is key. The full process takes 12 to 18 months from registration and requires recertification every three years to keep the seal active.
WELL doesn't eliminate turnover by itself, but it directly improves the physical conditions — air quality, natural light, noise, ergonomics — that employees in this sector most often cite as reasons for resigning, making it a relevant tool within a broader retention strategy.
WELL requires air filtration systems capable of responding to occasional outdoor air quality events, including volcanic ash episodes. The ventilation system's design is adjusted to protect occupants during those periods.
The market is still very emerging, which is an opportunity: the first certified buildings stand out more clearly. Leaf works with IWBI-accredited performance testing agents to run the full process in the country.
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