(BPO) Business Process Outsourcing


(BPO) Business Process Outsourcing


Intervened people.

BPO (Business Process Outsourcing) sector in Colombia has established itself as a crucial component of the country's economy, showing significant growth and generating substantial opportunities. As of 2023, the sector is estimated to grow by 25%, contributing 3.5% to Colombia's Gross Domestic Product (GDP), positioning it at the level of countries like Brazil and Mexico in terms of being a BPO activity hub in Latin America.

This sector involves companies dedicated to the outsourcing of business processes, whether these, technology or knowledge processes, companies in the sector are divided into Front Office (Customer Service, Sales, Technical Support, Collection, Retention, Help Desk, Satisfaction Survey, among others) and Back Office (Human Resources Management, Billing, Portfolio, Finance, Accounting, Purchasing Management, Logistics, among others).

Our Business Unit Interlaken® Interactions has proven experience in both outsourced and in-house operations for more than 22 years:

  • Since 2001, we have managed specialized Contact Center and BPO operations for the Insurance and Financial Sector (Sales, Customer Service and other Backoffice processes)
  • From 2013 to 2023, we were members of the Board of Directors of the Colombian Association of BPO (BPrO) 
  • From 2017 to 2019, we were appointed as Vice President Member of the SENA Sector Board (BPO/ KPO/ ITO)
  • In 2018, two leading BPO Companies (Conduent and Nexa BPO / Grupo Aval) were part of one of our CMW Change Management Workshops, as part of deep transformation processes that were facing.
  • Since 2018, all our BPO Operations were ceded to the Group COS Alliance in order to gain competitiveness and access to world class technology. Currently we provide services from 9 Sites in Colombia and Mexico to the USA, Central and South America.
  • From 2016 to 2018Takami Group, leader in the Hospitality Business in Bogotá, required Consulting on the assembly and optimization of its In House Contact Center operation, both for Deliveries and Reservations
  • From 2017 to 2021, we provide Consulting Services on Strategy for the Board of Directors of the Colombian Association of BPO (BPrO)

We invite you to take a look at Success Stories that can give you a broader perspective of how we can be of help for your company:

Some of our clients within the industry.

Study cases

Nexa BPO

A New Journey Begins

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Study cases

BPrO Asociación Colombiana de BPO

Team Building Workshop

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Study cases

Grupo Takami

Development of the Interactions Center (Reservations & Delivery)

View more

Now tell us.

When do we start writing your story?