Outbound Call Center Featured Article

Telecommunications Service Provider Emtelco Wins Growth Leadership Award

By Deepika Mala
TMCnet Contributor

Frost & Sullivan awarded Emtelco, one of the biggest and most solid groups providing telecommunications services in Colombia, with the Growth Leadership Award in Colombia inside the contact center outsourcing services market.

Emtelco has been recognized with this award owing to its accomplishments and superior performance in this industry, delivering excellence and best practices in how to conduct business in this sector. 

The company that has demonstrated excellence in capturing the highest annual compound growth rate for the last three years wins the Frost & Sullivan (News - Alert) Award for Growth Leadership.

In a very competitive market, Emtelco increased its revenues close to 20 percent during 2009, being able to position itself among the TOP 5 companies in the Colombian Market for the first time.

Enormous value to Emtelco's performance in this market has been added by some key drivers, which were analyzed by Frost & Sullivan. Major contributors to its success include an effective penetration strategy and the ability to diversify client portfolios.

Emtelco, at the end of 2007 had around 1500 employees, but now it employs 4000 people. The company has three contact centers located in main Colombian cities, such as Cali, Pereira and Medellin with over 2000 workstations and 2500 agents. They also provide face-to-face sales and collection services in five other cities of the country. One of their most recent clients is the biggest compensation fund within Colombia, which required services to be provided in several cities across the country.

Currently, two relevant factors of its close relations with the government are leveraged by Emtelco. The government in Colombia is still the biggest vertical segment in terms of investments. However the other factor that is more relevant is that the Colombian government has increasingly turned to outsourcing several processes, looking forward to gain more efficiency and flexibility. To impel its growth, such as the exemption of Industria y Comercio and Property tax, among others, Emtelco was also able to make the most of several local incentives.

The key focus of Emtelco remains within the Utilities, Telecommunications and Government verticals.  

Frost & Sullivan´s research methodology is a unique approach that enables them to determine how best in class companies manage growth, innovation and leadership. "Our unique and rigorous approach to research provides a 360 degree view of the industry challenges and key trends, and Emtelco has the ability to deliver excellence and best practices driving the company's growth and market share in Colombia," said Frost & Sullivan Industry Manager, Juan Gonzalez, in a press release.

During the 2010 Frost & Sullivan Latin America Best Practices Excellence Banquet, to be held December 2nd, at the Renaissance Hotel in Sao Paulo, Brazil, Emtelco will be receiving the award.

In related news, Frost & Sullivan, the Growth Partnership Company that allows clients to boost growth and realize best-in-class positions in growth, innovation and leadership, awarded the 2009 Global Frost & Sullivan Product Leadership of the Year Award to Brocade (News - Alert).