In an increasingly competitive business environment, operational efficiency has become a key differentiator. For many Spanish companies, the solution has been clear: outsourcing critical functions such as customer service through contact centers in Latin America. This strategy, based on the Business Process Outsourcing (BPO) model, not only reduces costs but also improves service quality, extends business hours, and allows for rapid adaptation to market needs.
According to data from Market Research Future, the BPO services market in Spain will reach $6.7 billion by 2024, with sustained annual growth of 8.5% until 2035. Part of this growth is explained by the increase in outsourcing to regions such as Latin America, where qualified talent, compatible time zones, and significant operational savings are combined.
In this article, we’ll show you how Spanish companies are using Contact Centers in LATAM to improve their operations, which sectors are leading this transformation, and what tangible benefits they are achieving.
Benefits of the LATAM model for Spanish companies
- Significant reduction in operating costs
One of the most notable advantages of the model is the savings in labor costs, which can range from 30% to 60% depending on the volume of operations and the destination country (mainly Colombia, Mexico, Peru, or Chile). These savings are due to:
- Lower base salaries for operational functions.
- Elimination of costs associated with offices, in-house training, turnover, and absenteeism.
- Lower social security and tax burdens.
- Extended coverage and 24/7 operational continuity
Thanks to Latin America’s geographic location, it’s possible to offer support during extended hours without having to pay overtime or costly rotations. This allows Spanish companies to provide support even outside of local business hours, improving their availability and customer experience.
- Quality of service and cultural alignment
Many Contact Centers in Latin America operate with European quality standards and are certified under standards such as ISO 9001 or COPC. Furthermore, their neutral Spanish language skills, cultural proximity, and ongoing training in soft skills and CX ensure smooth, empathetic, and highly professional customer service.
Success stories in the use of Contact Centers in Latin America
Outsourcing 24-hour Customer Service
An insurance company based in Madrid was facing high operating costs in its local call center. Call volume doubled during extreme weather events or on weekends. After evaluating various options, the company decided to outsource its customer service to a provider in Medellín, Colombia.
Results:
- 38% annual cost reduction.
- 24/7 coverage without the need to extend shifts in Spain.
- 22% improvement in customer satisfaction (CSAT) index.
Omnichannel Support from LATAM
A Barcelona-based e-commerce company needed to offer chat, email, and phone support to customers in Spain and Latin America. They opted for a BPO team located in Lima, with agents trained in neutral Spanish and Portuguese.
Results:
- Increased first-contact resolution rate by 25%.
- Team scalability in high-traffic campaigns (Black Friday, sales).
- Implementation of a CRM with artificial intelligence to automatically classify tickets.
Technical and after-sales management in Latin America
A mobile operator needed a specialized team to handle user technical inquiries, line validation, and portability management. They contracted a BPO service from Bogotá, with technicians trained in proprietary tools.
Results:
- 40% reduction in call abandonment rates.
- Savings of over 50% compared to the previous team in Spain.
- Real-time quality monitoring and shared dashboards.
Local Operation vs. Outsourcing to Latin America
| Factor | Local Operation (Spain) | Contact Center LATAM |
|---|---|---|
| Fixed costs | High | Low |
| Service hours | Limited | 24/7 |
| Language & culture | Native | Neutral and compatible |
| Technology | Depends on investment | Vendors already equipped |
| Scalability | Requires hiring | Flexible based on demand |
| KPIs & monitoring | Limited if in-house | Centralized and transparent |
Myths and realities of the model
Myth 1: I lose control of the service.
Reality: With clear SLAs, real-time auditing, and shared dashboards, you have total control.
- Myth 2: Customer service will be impersonal.
Reality: LATAM agents are trained in European protocols, empathy, and soft skills.
- Myth 3: It only works for large companies.
Reality: There are scalable models for medium-sized businesses and growing startups.
Transforming attention into a competitive advantage
Outsourcing customer service to LATAM is much more than just a cost reduction. It’s a strategic decision that allows Spanish companies to improve their availability, scale flexibly, increase their efficiency, and offer a memorable customer experience.
At Outsourcing SAS BIC, we support companies from all sectors in their operational transformation process with customized Contact Center solutions from LATAM, aligned with their values, culture, and real needs.
What’s next?
Schedule a meeting with our team and discover how you can implement an efficient, profitable customer service operation that’s 100% aligned with your goals.
Visit us at outsourcing.com.co and turn your challenge into a real opportunity.