Outsourcing S.A

What Outsourcing S.A does

Outsourcing S.A.S. BIC is a Colombian-headquartered Business Process Outsourcing and contact center company founded in 1993, operating as the first BPO and contact center established in Colombia. It employs 5,000+ collaborators across five Colombian sites (four in Bogotá, one in Pereira) plus sales offices in Madrid and the United States (launched 2025), delivering omnichannel customer service to enterprise clients in more than 20 countries. Its core offering spans three lines - BPO (customer service, sales, technical support, collections, retention), BPA (Business Process Automation via generative AI), and KPO (Knowledge Process Outsourcing) - served through an omnichannel stack integrating telephony, WhatsApp, chat, email, social media, SMS, and video, with integrations into Salesforce, Zendesk, and HubSpot.

The company has built a proprietary AI layer branded DipDig, which houses AI Agents (including MIA for innovation/technology roles) and Digital Humans specialized for industry-specific tasks (e.g., Dani for tax, Leo for metalmecánica), supported by speech analytics and conversational AI. Its Total Experience (TX) methodology unifies Customer Experience, Employee Experience, User Experience, and Multiexperience across engagements. Outsourcing S.A.S. BIC serves Banking/Fintech, Telecommunications, Health, Insurance, Retail/E-commerce, and Utilities sectors, with named clients including Segurcaixa Adeslas, CHEC Grupo EPM, Silbo Telecomunicaciones, Servientrega, O'Boticário, Famisanar, Opella Healthcare, and Beyond One. It holds ISO 9001:2015, ISO 27001, and PCI DSS certifications, attained B Corp (BIC) status in 2021, and is the first Colombian BPO to win the Platinum Customer Experience Award in Spain (2024).

Commercially, Outsourcing S.A.S. BIC runs an enterprise direct-sales motion with dedicated account managers, supplemented by ProColombia and Colombian BPO Association trade missions, industry events (CX Summit LATAM, Platinum Customer Experience Awards, ANDICOM), and partnerships (Automaise, Bpro, vivo fácil). Pricing is quote-based and not publicly disclosed, structured around multi-year managed services contracts with annual and multi-year terms. The company is privately held with no disclosed institutional investors, parent entity, or public listing, and is led by President Ricardo Durán and General Manager John Santafe Correa.

Name

Outsourcing S.A

Legal name

Outsourcing S.A.S. BIC

Website

https://outsourcing.com.co

Company type

Private

Founded year

1993

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Outsourcing S.A.S. BIC is a Colombian-founded BPO and contact center provider with 5,000+ employees serving enterprise clients across Banking, Telecom, Health, Insurance, Retail, and Utilities in 20+ countries via omnichannel delivery and the DipDig AI platform.

Ownership category

akta.pro rank

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Office Administrative Services (5611)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Data Platform, BI & Analytics Integration (BPAEAAAI)

akta.pro secondary industry

Augmented Analytics & AI-Assisted BI (NLQ/NLG, Insights) (HDAEAMAD)

Keywords

• Business process outsourcing
• Contact center services
• Customer experience management
• Knowledge process outsourcing
• AI agent services

Headquarters

HQ city

Bogotá

HQ country

Colombia

HQ region

Latin America

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Business Process Outsourcing (BPO): Full-service BPO and Contact Center outsourcing including customer service, sales, support, collections, and retention campaigns. Delivered via human agents combined with AI automation. Revenue generated through managed services contracts, typically long-term recurring arrangements with enterprise clients.
2. Business Process Automation (BPA): Custom automation solutions based on generative AI, including AI agents, chatbots, voicebots, and process optimization. Typically bundled with BPO services or sold as standalone automation projects.
3. KPO - Knowledge Process Outsourcing: Specialized knowledge-based outsourcing services oriented toward analysis, strategic management, and decision-making for enterprise clients.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels8 records

Core offering

Outsourcing S.A.S. BIC delivers outsourced customer experience management, sales, technical support, collections, retention, and knowledge process outsourcing services through omnichannel contact centers. The company pairs its human operations with proprietary AI agents (DipDig) and generative AI automation to provide hybrid AI + human service delivery for enterprise clients across Latin America, Spain, and the United States.

Product overview

Outsourcing S.A.S. BIC is a BPO and Contact Center company offering three core service lines — BPO (Business Process Outsourcing), BPA (Business Process Automation), and KPO (Knowledge Process Outsourcing) — supported by an AI-powered ecosystem centered on the DipDig platform. The portfolio includes specialized service modules (Customer Service, Sales, Technical Support, Collections, Retention), the AI Agents offering for autonomous customer service, and the Total Experience methodology unifying Customer Experience, Employee Experience, User Experience, and Multiexperience across an omnichannel contact center infrastructure spanning telephony, WhatsApp, chat, email, social media, SMS, video call, and automation. Supporting tools include the digital counselor José Natzar and Digital Humans (AI personas for specialized industry roles). The company operates across Banking/Fintech, Telecommunications, Health, Insurance, Retail, and Utilities industries, serving 20+ countries from Colombia, Spain, and the USA.

Differentiator

Problem solved

Functional benefit

Brands

• DipDig: AI services platform offering generative artificial intelligence solutions including AI agents, chatbots, voicebots, and automation services for business processes.
• AI Agents
• José Natzar

Quantifiable outcome

• Customer satisfaction increased 93%, NPS improved 64%, absenteeism reduced to 2.8% with CHEC Grupo EPM
• +4 more outcomes

Named customers10 records

Segments6 records

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability11 records

Feature6 records

Partnerships

Seven partnerships are on record, tiered core and minor.

• ProColombia and Colombian BPO AssociationcoreGTM or Marketing Partner · 4 November 2025Participated in a BPO trade mission organized by ProColombia and the Colombian BPO Association from November 4-7, 2025, to strengthen trade ties and explore new opportunities in the European market. The mission created networking opportunities with key buyers in Spain and fostered strategic alliances.
• AEERC (Spanish Association of Customer Relationship Experts)coreStrategic or Co-development Partner · 4 November 2025The Colombian BPO Association and AEERC signed a Memorandum of Understanding to promote innovation and talent exchange between Colombia and Spain. Outsourcing S.A.S. BIC participated in joint events including the SAC Law business breakfast at Club 567 in Madrid.
• ServientregacoreStrategic or Co-development Partner · 1 October 2025Outsourcing S.A.S. BIC officially welcomed Servientrega, Colombia's leading logistics, courier and transportation solutions company, to its operations on October 1, 2025. A new chapter combining efforts, talent and purpose to transform experiences.
• AutomaisecoreTechnology or Integration · 1 July 2025Strategic alliance with Automaise highlighted by Contact Center Hub as a model for CX transformation. The partnership combines Outsourcing's BPO expertise with Automaise's AI technology to deliver innovative customer experience solutions.
• BprominorStrategic or Co-development Partner · 26 January 2025Partnership with Bpro to develop and deliver an Implementation and Automation with Artificial Intelligence course, advancing the future of BPO through AI upskilling.
• vivo fácilminorStrategic or Co-development Partner · 9 October 2024Partnership with vivo fácil to provide preferential and adapted attention to people with vulnerable conditions, in compliance with Ley SAC requirements in Spain.
• CHEC Grupo EPMcoreStrategic or Co-development Partner · 14 June 2024Strategic collaboration with CHEC Grupo EPM implementing Total Experience strategies and the Chec Experience Triad. The project mapped Customer Journey and automated key processes, achieving 93% customer satisfaction increase, 64% NPS improvement, and 2.8% absenteeism reduction.

Scale indicators8 records

Recent moves10 records

Expansion highlights6 records

Broad incumbents

• Teleperformance: Global #1 contact center and BPO operator with very large Colombia and broader LATAM delivery footprint serving the same enterprise verticals. Comparable service portfolio (omnichannel, AI-enabled CX, KPO/BPO) but at materially greater scale.
• Foundever: Global CX/BPO provider (formerly Sitel Group) with multinational delivery including LATAM. Competes for the same enterprise omnichannel BPO RFPs and increasingly bundles AI-augmented service delivery, similar to Outsourcing's DipDig narrative.
• WNS Holdings: Global BPO and CX services provider with delivery across multiple geographies. While India-centric, it competes for enterprise BPO contracts in Banking, Insurance, Healthcare, and Telecom — verticals shared with Outsourcing — and has been investing in AI-augmented service delivery.
• Concentrix: Global customer experience and BPO leader (including Majorel) with large LATAM presence offering BPO, AI-enabled CX, and verticalized services across Banking, Telecom, Healthcare, and Retail — the same verticals Outsourcing targets.
• TTEC Holdings: US-headquartered digital customer experience and BPO operator with global delivery (significant LATAM and Philippines). Overlaps on AI-enabled CX, omnichannel contact center operations, and enterprise verticals Outsourcing serves.

Direct peers

• Startek: NYSE-listed customer experience and BPO provider with significant LATAM delivery (Colombia, Peru, Jamaica, Philippines, etc.). Direct comparator on multi-country nearshore delivery model, omnichannel operations, and enterprise CX focus.
• Helpware: US-founded BPO with nearshore delivery concentrated in LATAM (Colombia, Mexico, Guatemala, Ukraine). Comparable as a mid-sized regional CX/BPO provider competing for similar enterprise and mid-market outsourcing contracts.
• Konecta: Spain-headquartered BPO with deep LATAM delivery operations and multi-country CX outsourcing. Closely comparable to Outsourcing on the Spain/LATAM hybrid delivery model, BPO + AI service portfolio, and enterprise vertical focus.
• Atento: Brazil-headquartered, publicly listed BPO and contact center operator with major presence across Latin America. Comparable as a regional champion delivering omnichannel customer service to enterprise clients in Banking, Telecom, Retail, and similar verticals to Outsourcing.
• Majorel (now part of Concentrix): Historically an independent European/LATAM BPO that Outsourcing partnered with via the 2011 Arvato/Majorel alliance. Operates in the same omnichannel BPO and customer experience category across LATAM, Europe, and Africa.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/outsourcing-sas-bic

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Outsourcing S.A