Convergys' Latin American expansion not stopping at new center

Tuesday, February 22, 2011

US billing services company Convergys (NYSE: CVG) expects to follow up its first Colombian contact center with a second facility in that country, as well as an additional one in Costa Rica, Convergys' Latin America general manager, Jorge Robledo, told BNamericas.

Earlier this month, Convergys announced plans to open a contact center in capital Bogotá. Robledo said the facility will specialize in a BPO offering, including technical support and customer service. The initial focus will be on providing services to existing clients mainly in the US, though the firm is also interested in leveraging the center to serve new prospects.

Robledo said the announcement was just the tip of the iceberg, as Latin America has become a centerpiece in the company's strategy for clients north of the Rio Grande.

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"In Costa Rica, we have plans to develop another center this year. We have the presence that we want after having opened four centers [in that country] in less than two years," he said. "The idea is to continue with this trend in Colombia, where we just started doing business."

Providing contact center services from other Latin American countries is also an option on the table.

"In the foreseeable future, Convergys will continue to consider different countries in the region that offer conditions similar to those that we have found in Costa Rica and Colombia."

Convergys expects to post double-digit growth in Latin America this year, but Robledo was unable to provide further financial details.

Aside from Costa Rica and Colombia, Convergys provides billing services from Brazil and also has a sales office in Mexico. The company's target verticals include communications, government, healthcare, technology, retail, utilities and financial services.

Globally, Convergys posted a net loss of US$53.2mn last year in comparison to a loss of US$77.3mn in 2009. Revenues slipped 9% year-over-year to US$2.2bn.