Thursday, April 28, 2016

Pioneer in #BPO Industry in #Colombia, Ricardo Duran Lizarazo, Shares his Story of Insight and Innovation

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 - 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, 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 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.

About 13 Congreso ANDINO:

About Invest in Bogota:
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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