Business plan for a BPO company in Colombia (Business Process Outsourcing - startup)

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BUSINESS PLAN for
BPO COMPANY in COLOMBIA
1Linkedin.com/in/jonathandonadoJonathan Donado
Jonathan Donado

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What is a Call Center ?01
Contact Center Location02
Market Segmentation03
The Customers04
Market Landscape05
Operations06
Personnel07
Finance08
Linkedin.com/in/jonathandonadoJonathan Donado

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Information Technology
Outsourcing
ITO BPO KPO
Business Process
Outsourcing
Knowledge Process
Outsourcing
• Software as Service
• Infrastructure as Service
• IT Cloud Services
• Data Center Management
• Software Testing Services
• Contact Centers
• Customer Support
• HR Administration
Services
• Telemarketing / Telesales
• CRM
• Data Entry/ Management
• R&D Services
• Telemedicine/Health
Services
• Legal Process Outsourcing
• Graphical Design
• Marker Research
• Financial Data Research
01. Business Outsourcing Markets

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01. BPO Overview: A Contact Center
4
What is BPO ? What is a Contact Center?
A BPO (Business Process Outsourcing) is the externalization of non-cored services by
companies to other specialized and cheaper services companies in order to reduce
overhead expenses.
A Contact Center is a physical place where customers telephone, emails and other type
of communications are handled by an organization usually with some type of computer
automation. A company may provide inbound or outbound services to clients. Contact
Center services is one of the type of services within the BPO market.

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The Customers04
Market Landscape05
Operations06
Personnel07
Finance08

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Source: http:/// http://news.bbc.co.uk/www.internetworldstats.com/stats2.htm
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02. Colombia: Country Facts
Capital: Bogota
Population: 48.6 million (Census Bureau, 2016)
Area: 1.14 million square km (440,831 square miles)
Monetary unit: 1 Colombian peso = 100 centavos
Main exports: Petroleum, coffee, coal, gold, bananas, cut
flowers, chemicals, emeralds, cotton products, sugar,
livestock
GNI per capita: US $7,780 (World Bank, 2015)
Internet domain: .co
Internet penetration: 58.6% of the population has access to
the web.
International dialing code: +57
Overview
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02. Colombia: BPO Market
- The National BPO association estimates that in
2015, the outsourcing sector sold US$ 1.9 billion and
created 189.000 jobs.
- According to the latest study by the Productive
Transformation Program (PTP), the outsourcing
sector can increase its sales between 2.9% and 9.5%
in the next three years.
- During 2015, call center Spanish services
represented 62.41% of the outsourcing sector
revenues followed by telemarketing and collections
& billing.
- According to the Ministry of Education, in the last
14 years Colombia had 2.9 million of graduates.
53.8% had tertiary education, 18.8% had technician
or technological education, and 19.2% had
postgraduate education.
BPO Overview
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- Colombia is one of the fastest growing countries in the BPO sector
in Latin America.
- Strong Government Incentives and the recent peace accord with
rebels make it a preferred destination for foreign investment in
the BPO sector.
- Companies like HP, Microsoft, AIG, IBM and SAP has installed
operations in Colombia
- Broadband connections of 8.8 million in 2014 and expected to
triple by 2018
Source: Neogroup.com
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$2.97BILLION
Information Technology
Outsourcing
ITO
BPO
Business Process
Outsourcing
18% .05 MILLION NA%
Industry
Size
Labor
Pool
Attrition
Rate
Industry
Growth
$3.12BILLION 10% .13 MILLION 18-20%
Industry
Size
Labor
Pool
Attrition
Rate
Industry
Growth
02. Latin America: COLOMBIA
Average Annual
Salary
ITO / BPO
Entry Level $10,500
Lead Level $18,500
Manager Level $30,500

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02. Contact Center Location: Medellin
9
Medellin is the industrial capital of Colombia, and the second largest
business city in the country:
 It is located in the
Department of Antioquia
with 6.4 Million inhabitants
in 2014
 Population of Medellin and
tits Metropolitan Area is 3.7
Million
 Medellin in 2014 had a GDP
per capita of USD 8.489
 Antioquia Area: 63,612 km2
 Medellin Metropolitan Area:
1,158 km2.
 Medellin has 51 thousands professionals enrolled in higher
education courses.
 Medellin has a large BPO business base with high
technological capabilities and infrastructure. There is a large
number of engineering and technical schools throughout the
Antioquia region.

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The Customers04
Market Landscape05
Operations06
Personnel07
Finance08

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03. TARGET MARKET: BPO Healthcare
11
Global healthcare BPO market size was valued at USD
15,084 million in 2014 and is expected to grow at CAGR
of over 10% over the forecast period.
Key drivers attributing to the growth of the market include
increasing global geriatric population, regulatory changes,
rising healthcare costs, and the need to improve payer’s
operational efficiency and customer satisfaction.
BPO Healthcare

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03. BPO Healthcare: Market Components
12
The BPO Healthcare has a
large variety of market
components:
BPO
HealthCare
Coding
Change Entity
Payment
Processing
Claim
Submission
Patient
Follow-up
Denial
Administration
Payer
Follow-up
Adjudication
Medical
Transcript
Enrollment
Accounts
Payable

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03. BPO Healthcare: Markets Segments
13
The BPO Healthcare is divided
into 2 segments:
1. PAYERS
2. PROVIDERS
Specialization is needed due to
the large number business
practices or components within
the BPO outsourcing market.
PROVIDERS
SELF
FUNDED
FULLY
FUNDED
STATE
SPONSORED
PLAN BUILDING
COLLECTONS & AR/ AP MANAGEMENT
COST CONTAINMENT
CLAIMS
DOCUMENT MANAGEMENT
ENROLLMENT
BILLING
PRACTICE MANAGEMT
TRANSCRIPT
CODING
HOSPITALS CLINICS PHARMACIES
PAYERS

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Claims/ Billing
represent about 55% of
the BPO healthcare
market. It has annual
CAGR of 12-14%
Source: https://www.pinterest.com/pin/546765210988368379/
03. Contact Center Specialization: Medical Billing & Collections
Scheduling
Registration
Insurance
Verification
Medical
Records
Claims
Submission &
Billing
Patients Pay
Collection
Payment
Review
The 10 Step Billing Process
Obtain
detailed
patience
information
from
physician’s
office
Medical info
is verified and
any missing
info is
reported
immediately
Docs are
sent to
Medical
Coding
department
to assign
codes
Medical
codes are
verified
and
audited
Patient
account is
created and
sent to the
Entry Data
Department
Medical
Billing
charges are
entered for
each and
every code
The claims
are verified
by audit
department
prior to
sending it
to insurance
Claims are
sent to the
Insurance
company
of the
patient
Follow up
with
Insurance
company
for
Accounts
Receivables
Payment
collections.
Reconcile
accounts and
financial
management
Claims

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The Customers04
Market Landscape05
Operations06
Personnel07
Finance08

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Source: Endeavour http://endeavourpartners.net/patient-engagement-and-the-healthcare-ecosystem-2-0/
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04. Contact Center: US Market ~ Client Landscape

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The costumer are to be concentrated in the USA, Canada, Latin America and Spain:
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04. Contact Center: Customers
Source: mckesson.com

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The Customers04
Market Landscape05
Operations06
Personnel07
Finance08

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- Support from wide number of expert
- Commitment from US GHEO management
to support project
- Ability to create a specialized and low
priced service for Health sector
- Specialization in Health Sector represents
an large opportunity for growth
- Huge labor force at a reasonable cost will
make company competitive in costs
- Financing still in the fundraising stage.
Limited financial capacity to start
operations
- Lack of strategic relationships with potential
customers. No branding
- Intensive competition of BPO sector in
Colombia
- Government incentives to end in 2017
- Rising government volatility with the
people’s rejection of new Peace Accord
Strengths Weaknesses
Opportunities Threats
05. Contact Center: SWOT

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Execution
Source: Horses For Sources 2015; http://www.horsesforsources.com/hc-payer-blueprint-091515
05. Market Landscape: BPO Main Players
Innovation
EXL
Cognizant
Accenture
Concentrix
HP
HGS
HCL
Genpact
Sutherland
Wipro
Xchanging
DellXerox
IGATE
Infosys
HIGH PERFORMERS
WINNERS CIRCLE

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Source http://www.healthcare-informatics.com/
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05. Competitive Landscape: BPO IT Providers

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The Customers04
Market Landscape05
Operations06
Personnel07
Finance08

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Vision
• To share prosperity for all youth in Colombia
Mission
• To be the world’s premier nonprofit supporting achievement in Higher Education in
Colombia
Values
• Integrity
• Education
• Community Involvement
• Excellence
06. Business Proposal: The Business Foundations

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06. Contact Center: Operations Stages
CONCEPT
DEVELOPMENT
- Business
Registration
- Grant Requests
- Secure Finance
IDEA
- Concept
Development
- Business Plan
SALES DEVELOPMENT
- Sales & Marketing
Strategy
- Recruitment of Top
Management & Sales
Team
OPERATIONS
READINESS
- Establish business
infrastructure
- Hire and train staff
- Secure investors
LAUNCH
- Start operations
- Monitor
performance
Stages of the company development:
WE
ARE
HERE
TODAY
Time

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06. Contact Center: Services
25
What Services will the Contact Center Provide ?
The Contact Center will provide a combination of Healthcare Patient and Accounting related services:
PATIENT SERVICES
ACCOUNTING SERVICES
Scheduling / Appointment Setting (inbound / outbound)
Answering Service
Order Taking
Coding Services:
- Document Scanning
- Data Verification & Audit
- Data Entry
- Content Development Services
Invoicing:
- Invoice Generation
- Invoice Submission
Claims & Billing:
- Accounts Receivable & Payables
- Claims Management:
- Data Collection
- Debt Recovery Services

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The Contact Center is to begin its services in Spanish with Scheduling and Billing services. Once there is a6-month
period of experience, then the business will begin to offer Billing services in English to US and Canadian customers.
LANGUAGE
SERVICES
OFFERING
Phase 2:
6 months to 1 year
Spanish
English
Phase 1:
Up to 6 months
Phase 3:
1 year forward
COMPANY
MATURITY /
DEVELOPMENT
06. Contact Center: Company Maturity Stages
Scheduling
Billing Billing
Scheduling
Claims
Billing
Billing
Scheduling
Claims
Billing
Scheduling
Coding
Front-office
Back-office

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06. Contact Center: Operations Structure
27
Contact Center Operational Diagram:
3rd Line of Support
Support
Group
Support
Group
Support
Group
2nd Line of Support1st Line of Support
Call
Solution
Organization: Contact Center
Customer

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06. Contact Center: Operations Processes
28
Contact Center Process Framework:
• Optimize• Analyze
• Manage• Align
Process
- Customer
Driven
- ISO /Quality
People
- Bilingual
(English &
Spanish)
Technology
- Online
- Saas
Data &
Information
- Key Metrics
- Analytics

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06. Contact Center Operations: Call Volume
29
BPO Contact Center Call Volume
Computation:
10,000
CUSTOMERS
8,000
2,000
20%
80%
500
5%
300
3%
100%
Average Calls Per
Customer & Month
0
1
2
4
Total Calls By
Customer & Month
0
2,000
1,000
1.200
Total 4.200
Use the following formula and
assumptions to estimate call volumes:
Assume that after 3 months in business, there will be 15 hospital clients with a
total volume of 10,000 customers using the service
Assume 20% of those customers result in contacts with the call center for
average of 1 time per month; 5% of customers contact an additional 2 times per
month, and 3% contact an additional 4 times per month
This would result in 4,200 calls to the center in one month, which 20% of these
calls would be escalated, this would result in 300 escalated calls in the month.
Then assume that of those 5% of those calls would be escalated to management,
which would result in 15 calls per month.
Once the call enter is up and running, estimates should be replaced by actual call
volumes from the previous week to tweak projections
Escalation 20% 2nd
Tier Help Desk
840
Escalation 5% to
Management
126
TOTAL 5,166

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06. Human Resources: Hours Operation
Source: IFC - Designing and Building a Call Center (http://bit.ly/2e2Vb4d)
30
Company Hours of Operations – Main Highlights/Recommendations:
When building a new call center, best practice is to start with reasonable hours that
will meet customer needs, and then build to 24/7 if there is demand
Use report logs to determine whether additional hours are required
Also talk to other call centers in the area to determine their hours and peak
call times
It is suggested that opening hours for a new call center be from 8:00 to 21:00 (8:00
am to 9:00 pm EST) to provide service to both East to West Coast customers
Two staggered shifts are recommended to cover peak time traffic hours around
meal times. This approach maximizes the staff available at lunch and dinner hours
8:00 to 14:00 (8:00 am to 2:00 pm EST)
14:00 to 21:00 (2:00 pm to 9:00 pm EST)
Once operational, ascertain peak call times and alter shifts if necessary. The CC
Modeler Lite (see slide: Tools) will assist with making predictions about these
alternative scenarios.
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06. Human Resources: Hours Operation
31
East Coast
Time (EST)
New York
West Cost - Pacific
Time (PST)
San Francisco
Central Time
(CST)
Chicago
8:00 am
9:00 am 8:00 am
8:00 am11:00 am
5:00 pm
5:00 pm
5:00 pm6:00 pm
9:00 pm
2:00 pm
2ndSHIFT
1stSHIFT

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06. Human Resources: Tools
Free Operations Tool for
Contact Centers:
32
Call Center calculator:
It allows to calculate the
number of agents based on the
estimated call durations and
related variables.
http://www.erlang.com/calculator/call/

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06. Human Resources: Tools
Free Operations Tool for
Contact Centers:
33
cc-Modeler Lite:
It simplifies the analysis of call
center staffing requirements
and service performance. It
uses the industry-standard
Erlang C traffic model, as
well as simulation.
It is suitable for any size of
operation, from a help desk
right through to large call
centers with hundreds of
agents.
https://www.kooltoolz.com/ccm.htm

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Evolving customer
expectation,
customer attrition
tends to increase.
Customers expect
immediate
service & response
times.
Social media poses
threats to call centers.
Customers turn to
social medias to vent
out their frustrations.
Call center agent
retention has been a
prolonged problem in
the industry.
According to Cornell
University the
average attrition rate
in a contact center is
33% which incurs a
turnover costs of 25-
30% of a full salary
per employee
Call centers are a
mother lode of
information, customer
data to be more
precise. Getting
accurate and consistent
reporting becomes a
colossal problem to call
center managers.
06. Contact Center: Main Operational Challenges
Challenge #1
Challenge #2
Challenge #3
Challenge #4
Agent Recruitment
& Retention
Accurate Reporting
and Data Flow
Increasing Customer
Expectations
Bad Experiences
are Magnified

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Basic Facts about Hiring in Colombia:
35
06. Contact Center: What makes it Excellent?

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36
06. Contact Center: What makes it a Bad Experience?

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The Customers04
Market Landscape05
Operations06
Personnel07
Finance08

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07. Human Resources: Structure
38
General Manager
Supervisor/Operations
Manager; IT Manger and
Sales Executives
Agents & Customer Service
Consultants
Structure of the BPO
Contact Center:
Employee
Count:
1
8
50-75

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07. Human Resources: Organizational Chart
39
General
Manager
HR Manager Sales Manager
Sales Executive
Business Development
Executive
IT Manager Operations Manager
1st Shift Supervisor
2nd Shift Supervisor
Office Manager
Organizational Chart of the BPO Contact Center:

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07. Human Resources: Organizational Chart
40
Organizational Chart of the BPO
Contact Center:
General
Management
Information
Technology
Sales Operations
Higher
Management
General
Manager (1)
IT Manager
(1)
Sales Executive (1) Office Manager (1)
Business
Development
Executive (2)
Operations
Manager (1)
Middle
Management
Shift Coordinator
(2)
Base Agents (50-75)
Total: 1 1 3 54-79
Accumulated
Total:
1 2 5 59-84

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07. Human Resources: Hiring
41
http://www.globalization-partners.com/countrypedia/colombia-employee-leasing-peo-service/
FACT Description
Working Hours 48 hour working week. Depending on the business, people work five days for about 9.6 hours per day,
typically Monday to Friday, or six days for eight hours a day, Monday to Saturday.
Overtime Overtime is paid with a surcharge of 25% and an additional night surcharge of 75% over the value of ordinary
time. Overtime on Sundays and holidays is paid with a surcharge of 75% in proportion to the hours worked.
Bonus Employees are entitled to a Semestral Bonus (prima de servicios). This benefit is equivalent to 15 days of
salary payable to the employee on the last day of June, and 15 days of salary payable within the first 20 days
of December, each year. This benefit is due upon termination of employment in proportion to the time
worked during the calendar semester in which the termination takes place.
Vacation Employers are required to provide 15 paid working days of annual leave for each year of service.
Holidays There are 18 paid public holidays per year
Sick Leave Employees are entitled to 2/3 their salary for the first two days they miss due to illness. From the third day
and up to 180 days they get the same amount but from the social security system.
If an employee is injured on the job, s/he is eligible for 100% of salary for the duration of his/her absence.
Maternity/
Paternity
Mothers are entitled to 14 weeks of paid maternity leave, two weeks before the birth and twelve after.
Fathers are entitled eight working days of paid paternity leave.
Termination/
Severance
Probationary periods must be in writing. For undefined term contracts and fixed term contracts between 1
and 3 years, the maximum probationary period is two months. In fixed-term contracts for less than 1 year,
the probationary period may not exceed one-fifth of the agreed term not exceeding two months.
An employment contract may be terminated by unilateral decision of any of the parties, whether or not
there is proven just cause. When the labor contract terminates with just cause, the party that takes the
decision is not legally obliged to pay an indemnity for dismissal. Severance pay is compulsory and equivalent
to one month’s salary for every year of service and proportionally for fractions of a year.

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07. Human Resources: Job Descriptions
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TITLE General Manager
LOCATION Medellin, Colombia
EXPERIENCE • A minimum of 2 year experience in Hardware and Software environments
POSITION / JOB
DESCRIPTION:
• Work with the CRM to cultivate new business
• Ensure measurement of all incoming sales inquiries and adhered to and call standards
are met
• Manage and lead the sales team to attain a minimum performance set by management
• Manage and lead the team to contact all new car customers to company
policy/franchise requirement
• Handle and resolve customer complaints and issues
• Ensure agents adhere to work schedule
• Maintain a professional atmosphere within the Call Center office
REQUIREMENTS • Call center and/or customer service experience preferred
• Management experience preferred
• Strong written and verbal communication
• Ability to work a flexible schedule and full-time hours
• Commitment to delivering top notch customer service
• Team player
• Computer Savvy
• Polished and professional appearance
COMPENSATION $45,000 Base
30-50% Bonus based on Company performance

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TITLE IT Manager
EXPERIENCE • A minimum of 3 year experience in Hardware and Software environments
POSITION / JOB
DESCRIPTION:
• Assign, prioritize, and track writing projects for the department. Set agendas and calls
department meetings to discuss issues concerning the service desk staff, such as style
and template revision, hardware and software issues, and department policies and
procedures.
• Responsible for staffing, training and performance review; makes recommendations
regarding promotions, salary and disciplinary action. in the development of a service level
agreement and ongoing management of service level compliance.
• Plans and implements major initiatives related to the support center.
• May write or lead proposals that require a high level of functional or client expertise.
• Effectively manage the department functions while meeting and adhering to corporate,
legal, and regulatory policies, guidelines, and requirements regarding compliance. Work
with the compliance and Legal departments for overall updates, procedure changes or
development, and resolution of issues.
REQUIREMENTS • Excellent organization, writing and communication skills
• Minimum three years of hands-on experience in Desktop Support and Software
Support; 2+ years in a supervisory or project management role;
• Demonstrated ability to lead.
• Strong troubleshooting skills.
• Strong communication skills.
20% Bonus on Department performance

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TITLE Business Development Executive
EXPERIENCE • A minimum of 2 year experience in Business to Business (B2B) Sales experience
POSITION / JOB
DESCRIPTION:
• Prospecting & Cold Calling US / Canada / Spain based Clients
• Selling Outsourcing solutions (Call Center Services, Software Services etc.) to
enterprises in the assigned territory
• Leveraging and managing alliances/partnerships to offer enhanced value to the client
• Understand offshore Outsourcing platforms to craft solutions to match customer needs
• Lead Generation - Sales Closure
• Answering Inbound Inquiry Calls
• Maintains customer records by updating account information
• Identify quality sales leads from the Off-Shore market through internet research/lists
• Prospecting and Cold Calling
REQUIREMENTS • Excellent organization, writing and communication skills
• Strong prospecting and cold calling skills
• Ability to understand customers' industry and core business processes
• Neutral or US Accent
• Experience in Consulting and interactions with C-level executives
• Negotiation Skills
• Must have good listening skills & should be a self-motivated person
• Proficient in using MS office, Good typing skills
20-30% Commission

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TITLE International Sales Executive
LOCATION US based
EXPERIENCE • A minimum of 3 years experience in BPO Sales experience in Health Sector
POSITION / JOB
DESCRIPTION:
• Graduates/Post graduates with experience in International BPO services handling client
communication, account pitches and client acquisitions
• Excellent spoken and written communication skills, interpersonal skills
• To be responsible for sales, transition and delivery of Creative projects
• To understand requirements from clients, put together solutions to fulfill requirements
and deliver creative Services with internal and external delivery teams
• Should have been involved in the entire sales cycle - Responding to inquiries, following
up with customers, preparing proposals, negotiating prices, handling pilots, closures of
sales and growing sales from existing accounts
• Exposed to wide range of projects involved with Creative Services preferably sales and
operations of international clients in print, video and Graphic Design Services
• Should have a broad understanding of the Creative Services outsourcing business
• Should have sold or have knowledge of projects using tools like Photoshop, Flash
Animation, FCP, AVID and other industry relevant software
RESPONSABILTIES • To provide sales inputs in execution of Health projects
• To ensure project deliverables are met on time and within agreed timelines
• To work with and communicate with customers in US or Europe on an ongoing basis
• To ensure Sale and Billing targets are achieved
• To strike a relationship with both customers and partners
• To explain the business side of project where he/she was involved
30-50% Commission

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The Customers04
Market Landscape05
Operations06
Personnel07
Finance08

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08. Market Opportunity
47
CAPEX:
Furniture 12,000
Building Remodeling 8,000
Hardware 7,000
Software 6,000
Telecom 2,000
Other 15,000
Total Investment / CAPEX: (50,000)
NPV 10% $5,248
IRR 62%
Inflation 6%
Interest Rate 10%
Years: 1 2 3 4 5
USD
Payback Period: 2.5 years

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08. Market Opportunity
48
Amounts in USD Monthly Q Year 1 Year 2 Year 3 Year 4 Year 5
Revenue
SALES
Clients USA 1,500 12 144,000 15 270,000 18 324,000 22 396,000 23 414,000
Clients Spain 100 2 16,000 3 36,000 4 48,000 5 60,000 6 72,000
Clients Latin America 500 7 35,000 12 72,000 16 96,000 17 102,000 18 108,000
TOTAL SALES 195,000 378,000 468,000 558,000 594,000
EXPENSES Cost
Salaries:
General Manager 35,000 1 35,000 1 37,100 1 39,326 1 41,686 1 44,187
IT Manager 18,000 1 18,000 1 19,080 1 20,225 1 21,438 1 22,725
Sales Manager 30,000 1 30,000 1 31,800 1 33,708 1 35,730 1 37,874
Bus Dev Executive 14,000 2 28,000 2 29,680 2 31,461 2 33,348 2 35,349
Office Assistant 10,000 1 10,000 1 10,600 1 11,236 1 11,910 1 12,625
Operations Manager 15,000 1 15,000 1 15,900 1 16,854 1 17,865 1 18,937
Shift Coordinator 9,000 1 9,000 2 19,080 2 20,225 2 21,438 2 22,725
Customer Service Agents 5,084 25 63,544 30 161,656 40 228,474 50 302,728 50 320,891
Telecom
Phone 2,700 2,700 2,862 3,034 3,216 3,409
Internet 2,500 2,500 2,650 2,809 2,978 3,156
Maintenance 1,000 1,000 1,060 1,124 1,191 1,262
Rent 12,000 8,000 12,720 13,483 14,292 15,150
Utilities
Gas 500 500 530 562 596 631
Water 600 600 636 674 715 757
Electric 1,200 1,200 1,272 1,348 1,429 1,515
Other Overhead
Insurance 1,000 1,000 1,060 1,124 1,191 1,262
Travel 1,500 1,500 1,590 1,685 1,787 1,894
Accounting Services 1,000 1,000 1,060 1,124 1,191 1,262
Building repair cost 1,250 1,250 1,325 1,405 1,489 1,578
Other 5,000 5,000 5,300 5,618 5,955 6,312
TOTAL COSTS 234,794 356,961 435,497 522,172 553,503
PROFIT (39,794) 21,039 32,503 35,828 40,497

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08. Financing: Government Incentives
Source: http://investincolombia.com.co/investment-incentives/other-incentives.html
49
Travel services, agricultural production, fisheries, mariculture, maintenance and
repair of vessels, health, data processing, call centers, financial brokerage
services, technology development programs approved by Colciencias, maquilas
and education business, offered by new businesses that develop any of the above
mentioned activities in the Archipelago of San Andres, Providencia and Santa
Catalina from January 1st 2013 until January 1st, 2017.
Source:
Procolombia (Colombia Official Investment Portal)
Address: Calle 28 No 13A - 15th Floor 35-36
Bogota D.C. – Colombia
Phone: +57 (1) 560-0100
www.investincolombia.com.co
Colombia offers income tax exemptions in the sectors mentioned below.
This benefit allows companies to pay 0%, instead of the general rate of 25%. Companies will have to pay
the CREE tax of 9% over the profits as well as a CREE* surcharge of an additional 6%, which will
increment up to 9% in 2018:
* CREE is a National tax designed as a contribution of companies to the benefit of employees, employment generation and social investments. The
CREE applies over profits and gains obtained by companies which are likely to enrich them. This tax replaced certain wage-based social contributions.

page
Sources: BPO Market in Colombia
1. Colombia’s BPO Industry Hampered by a Shortage of Bilingual Workers: Report. Nearshore Americas.
http://www.nearshoreamericas.com/bilingual-population-worries-colombian-bpo-industry/
2. Colombia Government BPO Promotion Office: https://www.ptp.com.co/categoria/TercerizacionBPO.aspx
3. Analysis of the Contact Center Outsourcing Services Market in Colombia:
http://www.slideshare.net/FrostandSullivan/frost-sullivan-ex-summary-cco-colombia-2013
4. Ministry of Education of Colombia. http://www.mineducacion.gov.co/1621/w3-propertyname-2863.html
5. ADECC – Associacion Colombiana de Contact Centers y BPO: www.adecc.org
Main Sources:

page 51
Testimonials
“Jonathan is a very experienced and highly skilled
executive… a great knowledge about both strategic and
managerial issues, with an international approach. He is
highly recommend as a leader, capable to motivate and
improve performance of his teams, and as a business
developer. And definitively, he is a person you can trust.“
Francisco Martinez
CEO
“Jonathan is a very results-oriented persons, a natural
leader and someone that makes his team really perform
efficiently.”
Eduard Fernandez
Executive Director
Source: Linkedin

page 52
Connect With Me
Linkedin.com/in/jonathandonado
Thank You
www.branded.me/jonathandonado
Twitter.com/donadosays
Bilingual senior general management
executive with expertise in international
business and Mergers & Acquisitions (M&A).
Senior Executive Fellow - Harvard University
and MBA - IESE
If you like the presentation, please give
a ”Like” in SlideShare. It is much
appreciated !

Business plan for a BPO company in Colombia (Business Process Outsourcing - startup)

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