LATAM Uncovered - Inside the BPO & GBS Revolution with Mauricio Velasquez
In this episode of Good Morning BSS World, I open a brand-new chapter dedicated to Latin America. My guest is my long-time friend and one of the best experts in the region – Mauricio Velasquez, LATAM’s BPO & GBS consultant and industry strategist. Together we dive deep into how the business services sector has developed across Mexico, Central America, the Caribbean, and South America, and why LATAM is quickly becoming the “third leg” of the global services landscape. Mauricio walks me through the evolution of the region’s BPO and GBS markets – from early data-entry services, through automation and RPA, all the way to advanced analytics, AI and knowledge-based processes. We discuss the scale of the industry, the role of countries like Brazil, Mexico, Costa Rica and Colombia, the employment potential, and the presence of global giants such as Google and Amazon.
Key Points
- Latin America is emerging as a key player in the global business support services industry, with countries like Brazil, Mexico, Costa Rica, and Colombia hosting numerous global service centers.
- The BPO and GBS sectors in Latin America are evolving rapidly from traditional data entry services to advanced roles involving data analytics and artificial intelligence, which are now integral to strategic decision-making.
- While hybrid work models are still prevalent, there is a noticeable shift towards more employees returning to the office, driven by security concerns and client requirements.
Chapters
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| 38:22 |
Transcript
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