Pioneer in #BPO Industry in #Colombia,
Ricardo Duran Lizarazo, Shares his Story of Insight and Innovation
“If you are in a business, you are always in a crowd-
that’s Colombia.”- Ricardo Duran Lizarazo
Bogota Colombia, Vancouver BC- April 28, 2016
- Investorideas.com reports on the recent 13th Andean Congress of Contact
Centers and Customer Relationship Management (13 Congreso ANDINO) held in
Bogota and a meeting with one
of its founders, Ricardo Duran Lizarazo, President of Outsourcing BPO &
Contact Center.
Following a day at the BPO Congress,
Investorideas.com had the opportunity to sit down with one of the industry’s
true pioneers, Ricardo Duran Lizarazo, who created the first call center in
Bogota.
Ricardo had his first client, Hewlett Packard, back in in 1994 and six
months later they were followed by Microsoft. Not bad for the start of the
first tech support call center in Bogota!
Fast forward to today and his company has 1,800
workstations operating in six locations and over 1,700 employees. And listening to Ricardo, his growth story
does not end here. He is looking forward into the future of BPO and how
technology will play a key role.
He tells us, “We were the first and now it’s
very competitive. There are now 100 contact centers in Colombia. “
He went on to say, “If you are in a business,
you are always in a crowd- that’s Colombia.”
He shared his ‘secret sauce’ strategy for the
next phase of growth but we promised to keep it confidential What became
apparent in the interview is that Ricardo has a secret sauce of looking into
the future and seeing what is needed and how to get it done. His story of start-up to today evidences he has
all the ingredients of success.
Ricardo lived in the US for three years and
worked for a company that exported to Colombia. He was a purchasing agent and
at that time everything was done over the phone. He tells us the phone company
service was horrible at the time. But he
said it was a real eye-opener to see 800- numbers in the US. That was the
future and the opportunity that resulted in the creation of his Company.
The way Americans solved everything over the
phone inspired him. He was amazed at that
the data was available on the call; you name, all your product info etc.
When he went back to Colombia he went to work
for IT Company. He noticed right away
that the end user did not have access to any help or customer support.
He saw people carrying in their computers in
their hands to get tech support and the light- bulb went on. He knew tech
support could be done over the phone and proceeded to convert that idea into
reality.
It started with a club for all PC users that
offered several services including a call center and support on-site. His club was growing but when he had the
opportunity to get his first corporate client he changed gears and the Company
he owns today was founded.
He did it all without any outside funding or
investors. It was a creation of insight into the future and innovation from
simply paying attention.
In closing, he told us, “This Country has
learned to survive.”
I think Colombia will more than survive with
leaders like Ricardo at the helm.
Dawn
Van Zant for Investorideas.com on press trip with Invest in Bogota
Ricardo Duran Lizarazo, President of
Outsourcing BPO & Contact Center in Bogota
OUTSOURCING
S.A. It is a pioneer in the sector offers complete and integrated solutions for
the acquisition and maintenance of our customers. We are suppliers of services
and solutions for Call Center / Contact Center and BPO focused on First Contact
Resolution (FCR), with 1,800 workstations operating in six locations and over
1,700 employees. http://www.outsourcing.com.co/
Invest in Bogota is the investment promotion
agency for Bogota, a public-private partnership between the Bogota Chamber of
Commerce and the City Government.
In 2009 we were ranked by the World Bank as
the best investment agency of a developing country. Our mission is to support
investors who are exploring opportunities in Bogotá.
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