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Medellín, Colombia – Imagine having someone you trust who you can trust almost all or part of your business with. From the day you leave any process in your business to a BPO (Business Process Outsourcing) you will start to be more successful and you will no longer worry about customer service, sales, collections, complaints and claims, technical support, customer loyalty or retention, among other activities.
Entrepreneur in Spanish was invited by ProColombia travel to Colombia to meet the BPOs in that country. The BPO ( Subcontracting ) is the outsourcing or outsourcing of different processes of your business. It doesn’t matter how big your business or industry is, but rather understand that you can outsource any process to focus on your business purpose.
“There are mature companies that have already outsourced 70 to 80% of their processes, or even 100%”, explains Marcela Bobadilla, commercial director of Attento in Colombia. “Customer service is another all-round activity within your business. For this reason, it is better to outsource and you just have to wait for the results, ”explains Josué Cárdenas, Business Unit Manager at BPO. Emergy .
BPO in Colombia is a world-class sector that emerged 40 years ago with call centers (call centers) and then evolved into contact centers (centers that handle all interactions with customers through traditional and digital channels). In the contact center, the service becomes much more complex, but also more comprehensive as a customer hires a contact center not only for phone calls, but to answer their emails, chats and texts, as well as networks. social.
The call center and contact center has become BPO (Business Process Outsourcing), which allows companies and startups to access cutting-edge technology to offer better service and a better customer experience.
The million dollar question is, do I do the customer service myself or does someone else do it?
“It’s temptation. But the best decision is to hire a BPO because we are experts in designing customer service strategies ”, says Lelio Sotomonte, president of BPO International Atlantic .
If you want to take care of service and customer experience yourself, you have to invest in technology, which is expensive, it also quickly loses its validity and you have to update yourself. For this reason, it is much cheaper to hire a BPO who has already invested in robotics, artificial intelligence, internet of things, virtual reality, machine learning, big data, deep analytics. , cybersecurity, among other technological tools.
Why choose a BPO located in Colombia?
If you are considering leaving a business process in the hands of a BPO (Business Process Outsourcing), you may want to consider Colombia because the costs are cheaper than in Mexico. Between 5 and 10% cheaper. Tatiana Beron, Vice President of Business Development LATAM at Online help , said to have acquired the BPO OneLink . On the other hand, companies around the world choose BPOs that operate in Colombia due to the economic and political stability of the country. In Colombia, the government is pro-business.
Something that stands out strongly among Colombians is their warmth. The culture of customer service runs deep. For them it’s natural to be kind and to help others, it’s like they have a DNA of service that makes all the difference. “They are tolerant. They don’t answer annoyed, they listen. Which is ideal for serving services internationally, ”says Marcela Bobadilla, Commercial Director of Attento in Colombia.
“They speak in a very pleasant way, which customers from all countries like very much,” explains Catalina Duque, HR manager at Accedo , a Nicaraguan BPO who, just after realizing that Colombians have so much customer service, they decided to open operations in Colombia. “When we communicate, we naturally demonstrate a respect in communication which is very effective for BPOs,” says Edwin Sánchez, CEO and Founder of Understanding , a BPO store that caters to the high-tech niche.
In addition, in Colombia, companies find a highly skilled workforce. Not only are they very dynamic people, but they are professionals with a good level of English. “Bilingualism is very strong in Colombia. We have a fairly clear and generally accepted neutral accent, ”explains Carolina Cobos, country manager for Alorica Colombia. “Colombians understand very well and quickly any process and are very eager to grow up and this pushes them to be better”, explains Manuel Morales, OneLink vice president of operations.
Success stories: Sinerjoy before Financreditos
Alejandro Blanco, CEO / Image: Courtesy
This Colombian BPO was born 30 years ago from a subcontracting to carry out collection processes. He started with a client: Claire , a telecommunications company. After the founder’s death, it is up to Alejandro Blanco to assume responsibility. At that time, there were 10 employees and 4 clients. Today they generate 1,000 jobs, have 60 clients and a subsidiary in Spain, which is Colombia’s natural market, as well as in the United States.
“I learned a lot from my father on the technical side, but I also had a commercial skill which led me to grow the business. I consider myself a good administrator ”, says Alejandro Blanco, CEO of Sinerjoy.
Your best advice to our reader? “An entrepreneur must first persevere because reaching a point of equilibrium in a company sometimes becomes a task in the medium term. To persevere, you have to be austere at the start and get into debt intelligently ”.
Success Stories: Alorica
Carolina Cobos, Country Manager / Image: Courtesy
Carolina is successful because she started working in a BPO at the age of 18 “with no expectations,” she says. “I had no studies, the only thing I could do was speak English.” Now, at 33, he runs Alorica in Cali, Colombia. Alorica is a North American BPO founded 22 years ago with a presence in Asia, the United States and Latin America. “I was the black sheep of the family, the one that no one gave a peso for her. I was a single mom at 18. I have three children. But someone believed in me and I was very lucky to have very good leaders who were ready to teach me, ”explains Carolina Cobos how Alorica changed her life when she was young, a woman and a mother.
Your two best tips? “1. As long as you clearly know why you are doing what you are doing, you will find different solutions. 2. A 15 minute coaching session can change someone’s life ”.
Start a BPO
If you want to create a Customer Experience and BPO business; We must seek to appeal to people and brands by paying attention to them through traditional and digital channels. You have to become an expert in designing customer service strategies.
“The most important thing about starting a BPO is to build a team that understands how the industry works, knows what specific technology you need, and has the right advice. It’s a good market because there is a growing demand for outsourcing processes, ”says Manuel Morales, vice president of operations at OneLink .
There are too many clients with many needs, so if you do your job well, clients will always come to you. But to be successful in your BPO business, investing in your people is essential. “This is the best bet. It earns us generously to seek the well-being of our people, ”explains Manuel Morales.
The way a BPO generates income is diverse. It is billed per person or workstation, productive hour, sales made, scheduled appointments, per campaign or seasonal sales, per transaction, etc.
Ana Karina Quessep, Executive President of the Colombian BPO Association , points out that the business process outsourcing sector has been characterized by the fact that it serves first telecommunications companies, then banking and financial services, then health and government. Logistics and e-commerce also saw an opportunity in BPO.
If you have specific knowledge, the advice is to start a niche BPO. Well, customers prefer people who are very familiar with certain processes. You can scale your business when you are able to control the same process from A to Z, but within a broader scope. On the other hand, you should think about how to offer a much deeper service. For example: If you’ve already made the sale, get the customer to consume more and offer to take care of customer service or some other process.
Conclusion: The success of any business is people. Therefore, you must have a genuine interest in people; and become a specialist in customer and employee experience management.