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Business Process Outsourcing (“BPO”) in Latin America (“LATAM”)

Updated: Aug 25, 2022

As businesses aim to reduce non-priority expenditure and operate efficiently, partnering with a BPO company to delegate functions will become part of the conversation. Apart from reducing costs, partnering with a BPO company may bring additional benefits to your organization: reassigning valuable resources, increased quality and productivity, business focus, and control.

“Non-core” functions like bookkeeping, invoicing, collections, tax, and HR/IT support are the usual suspects when thinking of outsourcing processes to LATAM. Lately, we have seen companies outsource more technical functions like software development, financial analysis, and marketing design. This trend speaks to the advantages of partnering with BPO companies in LATAM (mainly companies in Mexico, Costa Rica, Colombia, and Chile), where there is a large pool of English-speaking talent, appropriate technology, and expertise.

Unfortunately, outsourcing business processes does not always work out. The top 5 reasons for a negative outcome are the following:

  1. Lack of strategic alignment between parties

  2. Insufficient assessment of BPO providers

  3. Not redesigning processes and controls

  4. Defective training and incomplete testing

  5. Low adoption rate and lack of measurable results


Nepanoa's bicultural and experienced team will not only help you foresee issues and manage risks before they occur but will help you make the right decisions for your business.

We will accompany you through every phase of the project, managing every action and deliverable to ensure that you establish a successful operating model with a BPO partner.

Evaluate & Select

Defining which functions to outsource should not only be a cost decision. Quality, control, repurposing of resources, and overall impact on the operating model should be evaluated when doing this analysis.

In coherence with your company’s strategy, Nepanoa will help you evaluate and select which processes to outsource.

BPO Partner

Location, talent, technology, availability, capabilities, experience, and cost are all important factors to consider when selecting a BPO partner.

We know the best BPO companies in LATAM and have led partner selection and negotiation processes before. Nepanoa will assist you in choosing the right partner.

Process Redesign

Aligning objectives with your BPO partner and reengineering the processes to be outsourced, will enable an easier path to operation and the capitalization of expected efficiencies. Our team will redesign each one of the processes to be outsourced, enhancing controls, adapting to the technology available, and facilitating adoption.

Establish and Test

Working with your BPO partner to establish the new processes (e.g., manual or automated) and training the people that will be involved going forward is the key to adoption.

We will work with you and your BPO partner to set-up and test the processes in preparation for go-live. We will also help you design and impart training to your employees.


Measuring the performance of the outsourced processes allows you to quantify the benefits of working with a BPO. In addition, future transformations of your business will bring changes to the established processes.

Nepanoa will provide you with the metrics to keep track of BPO performance and the steps to implement future changes to outsourced processes.



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