Leading the Evolution of Customer Experience: A Conversation with BPrO

In the ever-changing landscape of the Contact Center and Customer Experience (CX) industry, voices of leadership and expertise are crucial for understanding the present and shaping the future. At ALOIC, we are thrilled to present an exclusive interview with a prominent figure in this field: Ana Karina Quessep, the Executive President of the Colombian Association of BPO (BPrO), and a symbol of leadership in customer interaction and experience.

In her role at BPrO, Ana Karina has been at the forefront of consolidating the trade association, promoting best practices, and supporting the development and growth of the industry in Colombia. Her focus on social responsibility and commitment to sustainability and competitiveness have made a significant difference in the sector.

With over a decade of leadership at BPrO, Ana Karina has driven service excellence, the construction of innovative projects, and has strengthened relationships within the industry. In this interview, she will provide us with a deep insight into the reality of customer interaction and experience in Colombia and Latin America, the historical and contemporary challenges, and how initiatives like ALOIC can be catalysts for change and growth.

What does your organization do, and what are the main actions or projects you undertake in the field of customer interaction and customer experience (CX)?

BPrO, the Colombian Association of BPO (Business Process Outsourcing), is dedicated to grouping and representing companies in the sector and its value chain in Colombia. With over 22 years of experience and more than 100 associated companies, all specialized in customer relationships, its main goal is to be the reference in the sector in the country, working to strengthen the image, growth, and competitiveness of the companies in the sector at both national and international levels.

In the field of customer interaction and experience, BPrO carries out various actions and strategic projects to promote the development of the sector. Among the main initiatives is the association of companies that make up the value chain of customer relationships, representing their interests and fostering a favorable business environment. In addition, BPrO organizes significant events such as the Customer Experience Summit, which is the largest and most important CX stage in LATAM, and within this event, the CX Interaction Awards are developed, recognizing the best in the industry, highlighting excellence in customer experience. Additionally, BPrO organizes TECH DAY, an essential event in technology-oriented towards customer experience.

These projects aim not only to strengthen the industry in Colombia but also to promote best practices and the development of new technologies to improve customer interaction. In summary, BPrO implements various initiatives to drive growth and quality in the field of customer interaction and experience in the BPO sector in Colombia.

What motivated you to be one of the founding members of ALOIC? What drove you to start this alliance?

BPrO became one of the founding members of ALOIC in 2012, motivated by the opportunity to collaborate in the consolidation of the Contact Center market in Latin America. The shared vision of knowledge exchange and regional collaboration drove this alliance. BPrO recognizes that success is achieved by collectively improving and, through ALOIC, seeks to represent and strengthen the industry at a regional level, sharing good practices and promoting high-quality standards.

At the time of ALOIC's foundation, how would you describe the reality of the Contact Centers and Customer Experience industry in your country and in Latin America in general? What were the challenges in those years?

The Contact Centers and Customer Experience industry in Colombia, from the time of ALOIC's foundation to the present, has maintained a boom, standing out as an attractive global destination for BPO services. Colombia offers qualified talent, competitive costs, and a favorable business environment. Although we enjoy legal stability and a strategic location, the challenges include maintaining service quality, adapting to technology, and facing global competition, aspects that regional collaboration seeks to address jointly.

From your experience and trajectory in the industry, what do you consider to be the most significant challenges that the Contact Centers and CX industry will face in the near future?

In the near future, the Contact Centers and Customer Experience industry will face key challenges. These include the need for continuous training to keep up with the latest technologies and skills, expanding diversification to adapt to various industries, optimizing customer management through advanced data analysis, adapting to new technologies and trends such as artificial intelligence, developing regional collaboration to share best practices, and establishing effective relationships with the government to address regulatory and compliance issues. Overcoming these challenges will be crucial to ensure success and sustainability in the evolution of this industry.

In your opinion, how can ALOIC help organizations and professionals to address and overcome these future challenges in the Contact Centers and CX industry in Latin America?

ALOIC plays an integral role in addressing and overcoming the future challenges of the Contact Centers and CX industry in Latin America. Its focus on discovering and making visible the best practices in the region demonstrates a commitment to excellence. Through its congress, ALOIC can facilitate continuous training by providing a platform for sharing the latest trends and best practices. In addition, by highlighting and recognizing outstanding achievements through the LATAM awards, it contributes to optimizing customer management and encourages adaptation to various industries and the initiative of regional collaboration, which is supported by the effective exchange of experiences and strategies among professionals in the region.