Start of its Latin American reach

Having cemented itself in Jamaica, American business process outsourcing (BPO) giant, Concentrix is gearing up to unveil a mega contact centre in the Colombian city of Medellin.

The California-based BPO provider is now starting its Latin American push and will hire around 600 people in Medellin this year, adding another 1,500 by the end of 2023. Medellin is home to around 20 BPO companies, including One Link, Teleperformance, UPS and Grupo Konecta.

Together, they have employed more than 4,000 people. Contentrix’s new offices in Colombia will serve not only its international clients but also local businesses, including Etraveli and Macy’s.

Clara María Bernal, the country manager of Concentrix in Colombia, who spoke with Nearshore Americas, explained: “We chose Medellin because it’s the centre of innovation in Colombia as well as for its talent and willingness to provide an excellent customer service experience.”

Jonathan Ballesteros, director at the local investment promotion agency ACI Medellin, responded: “In Medellin, we are very happy with the arrival of Concentrix, one of the largest companies in the world in the BPO sector. This is a magnificent opportunity for hundreds of young people from Medellin. We are very happy with the arrival of Concentrix.”

With US$4.7 billion in annual revenue, Concentrix runs more than 200 delivery centres in over 40 countries. It became the second-largest global provider of customer engagement services in 2018 when it merged with Convergys.