Convergys Announces Expansion into Colombia with State-of-the-Art Contact Center

Convergys chose Colombia as the host of its new operations due to the country’s large bilingual talent pool and advanced telecommunications and transportation infrastructure.

Standard & Poor’s rating agency improved Colombia’s debt rating to investment grade, prompting the largest stock rise in two years as investors’ signaled increased confidence in the emerging economy.

Convergys, a global leader in customer relationship management, began to plan its Bogota expansion in August 2009 during its first visit to Colombia. Impressed by the country’s highly educated bilingual population and latest tools in contact center technology, Convergys proceeded with its first center in Bogota in March 2010, creating 1,200 new bilingual positions. Six months later, Convergys noticed that the potential for expansion in Colombia was greater than that of its previous establishments, due to the success of its Colombian operations and the impressive quality of its workforce. Convergys thus decided to invest in a second facility in Bogota, rather than opening operations they planned to locate in other countries. The new call center features state-of-the-art technology and employs 2,200 bilingual workers to serve American English market.

With the highest quality of math and science education and the second most qualified labor in the Latin American region, Colombia provides Convergys with the professional support needed to carry on as a single-source provider of self-service, agent-assisted, and proactive care. Convergys continues to enhance its unique combination of domain expertise, operational excellence, and innovative technologies delivering process improvement and actionable business insight to marquee clients all over the world.

As Colombia proves to be one of the best economic performers in the region, it further emphasizes its potential and capability as a destination for BPO service centers. In addition, its highly educated population and large talent pool assist global clients’ current and future need for superior technical and customer support, sales, and back office services.