Outsourcing S.A
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.
- Company typePrivate
- Founded1993
- HeadquartersBogotá, Colombia
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
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.
Outsourcing S.A firmographics
Firmographics- 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
Outsourcing S.A industry classification
Industry- 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
Where Outsourcing S.A is headquartered
LocationHeadquarters
- HQ city
- Bogotá
- HQ country
- Colombia
- HQ region
- Latin America
Offices7 records
Markets served
Outsourcing S.A business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- 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.
- 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.
- KPO - Knowledge Process Outsourcing: Specialized knowledge-based outsourcing services oriented toward analysis, strategic management, and decision-making for enterprise clients.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Custom enterprise BPO pricing |
Go-to-market motion3 records
Distribution channels3 records
Marketing channels8 records
Outsourcing S.A product offering
Product offeringCore 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
Companies that use Outsourcing S.A
Customer profileNamed customers10 records
Segments6 records
Outsourcing S.A technology and API
TechnologyAPI detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration8 records
AI capability11 records
Feature6 records
Outsourcing S.A partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered core and minor.
- ProColombia and Colombian BPO AssociationcoreParticipated 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)coreThe 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.
- ServientregacoreOutsourcing 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.
- AutomaisecoreStrategic 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.
- BprominorPartnership with Bpro to develop and deliver an Implementation and Automation with Artificial Intelligence course, advancing the future of BPO through AI upskilling.
- vivo fácilminorPartnership 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 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
Outsourcing S.A competitors and assessment
Company assessmentBroad 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
Outsourcing S.A social profiles
Digital presenceOutsourcing S.A compliance and trust
Trust signalCompliance6 records
Outsourcing S.A financial estimates
Financial estimateRevenue estimate
Valuation estimate
Outsourcing S.A leadership team
Management profileNumber of profiles
Outsourcing S.A funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Outsourcing S.A M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Outsourcing S.A
What does Outsourcing S.A do?
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.
Is Outsourcing S.A a public or private company?
Outsourcing S.A is a private company. It is currently operating.
When was Outsourcing S.A founded?
Outsourcing S.A was founded in 1993. It employs 1,001 to 5,000 people.
Where is Outsourcing S.A based?
Outsourcing S.A is headquartered in Bogotá, Colombia, in the Latin America region.
How does Outsourcing S.A make money?
Three revenue lines are on record. Business Process Outsourcing (BPO) is the primary driver. The others are business Process Automation (BPA) and KPO - Knowledge Process Outsourcing.
Who are Outsourcing S.A's main competitors?
Broad incumbents on record are Teleperformance, Foundever, WNS Holdings, Concentrix and TTEC Holdings. Direct peers are Startek, Helpware, Konecta, Atento and Majorel (now part of Concentrix).
Does Outsourcing S.A have an API?
No public API is recorded for Outsourcing S.A.
What industry is Outsourcing S.A in?
Its primary akta.pro industry code is BPAEAAAI, Data Platform, BI & Analytics Integration, with a secondary code of HDAEAMAD, Augmented Analytics & AI-Assisted BI (NLQ/NLG, Insights). Its NAICS code is 561422 and its SIC code is 8742.