business plan for a bpo company in colombia (business process outsourcing - startup)

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BUSINESS PLAN for

BPO COMPANY in COLOMBIA

1 Linkedin.com/in/jonathandonado Jonathan Donado

Jonathan Donado

http://www.linkedin.com/in/jonathandonado



page 2

What is a Call Center ? 01

Contact Center Location 02

Market Segmentation 03

The Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08

Linkedin.com/in/jonathandonado Jonathan 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 Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08





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Source: http:/// http://news.bbc.co.uk/www.internetworldstats.com/stats2.htm

6

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

◉ ◉

◉ ◉

◉

◉ ◉ ◉

◉


http://www.internetworldstats.com/stats2.htm






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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

8

$2.97 BILLION Information Technology

Outsourcing

ITO

BPO

Business Process Outsourcing

18% .05 MILLION NA%

Industry

Size Labor

Pool

Attrition

Rate Industry

Growth

$3.12 BILLION 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 Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08





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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





page 14

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 Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08





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Source: Endeavour http://endeavourpartners.net/patient-engagement-and-the-healthcare-ecosystem-2-0/

16

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:

17

04. Contact Center: Customers

Source: mckesson.com





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The Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08





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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

Innovati

on

EXL

Cognizant

Accenture

Concentrix HP

HGS

HCL

Genpact

Sutherland Wipro

Xchanging

Dell Xerox

IGATE

Infosys

HIGH PERFORMERS

WINNERS CIRCLE





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Source http://www.healthcare-informatics.com/

21

05. Competitive Landscape: BPO IT Providers





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The Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08





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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


page 24

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 Support 1st 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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◉

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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 am 11:00 am

5:00 pm

5:00 pm

5:00 pm 6:00 pm

9:00 pm

2:00 pm

2n

d S

HIF

T

1s

t S

HIF

T





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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





page 34

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 Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08





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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

42

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






page 45

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






page 46




The Customers 04

Market Landscape 05

Operations 06

Personnel 07

Finance 08





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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

SALESClients 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 CostSalaries:

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.





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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:















https://www.ptp.com.co/categoria/TercerizacionBPO.aspx

















http://www.mineducacion.gov.co/1621/w3-propertyname-2863.html






http://www.adecc.org/




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 Linkedin.com/in/jonathandonado Jonathan Donado




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

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