Constant innovation
We adopt technology and automation to simplify complex processes, without making anyone’s life harder.
Next-Gen BPO
Operational efficiency and human warmth are not opposites.
We are your next-generation outsourcing partner. We combine intelligent automation and agile processes with trained human teams, so your end users keep feeling the warmth they deserve — without you losing control.
Intelligent automation Trained human talent Measurable processes
Companies already scaling their operation with smartBPO
About us
We exist to prove that operational efficiency and human warmth are not opposites.
SMARTBPO SAS is a Colombian business process outsourcing (BPO) company headquartered in Bogotá D.C. We combine intelligent automation, trained human talent and agile processes so that companies in the United States, Latin America and Europe can scale their operations —customer service, technical support, back office, automation and collections— without losing the control or the quality their end users deserve.
We call ourselves “Next-Gen BPO”: a generation of outsourcing that thinks data and technology first, and then builds the teams of people who keep improving and make that promise real every day.
How we think
Five ideas hold up everything we do and say. They are the filter we use for decisions, on product and on communication.
Measurable efficiency
Every process is designed to optimise time, cost and quality, with data to prove it.
Human warmth
Behind every automated process there are people who genuinely care about the outcome.
Trust
We deliver what we promise, with operational transparency and clear communication.
Scalability
We grow at our clients’ pace, adding operation without adding friction.
Services
Services built to scale with you
Every service combines technology, measurable processes and trained human talent, adapted to the pace and the needs of your business.
Customer service
smartBPO customer service is an omnichannel contact service —chat, voice, email and social media— run by bilingual teams from Bogotá. Agents represent your brand in every interaction, on whichever channel your users prefer.
- Omnichannel support (chat, voice, email, social)
- Scripts and protocols aligned to your brand
- Real-time satisfaction metrics
- Escalation and 24/7 availability
Technical support
smartBPO technical support covers levels 1 and 2, with traceable processes from first contact through to case closure and SLA compliance reporting. It integrates with the ticketing tool you already use.
- Level 1 and level 2 support
- Knowledge base and escalation protocols
- Resolution time reporting (SLA)
- Integration with your ticketing tools
Back office
smartBPO back office processes data, documents, reconciliations and validations in the background, with periodic operational reporting. These are the administrative processes that hold the operation up without the end user ever seeing them.
- Data and document processing
- Reconciliations and validations
- Document management
- Periodic operational reporting
Process automation
smartBPO process automation combines flow mapping and redesign with repetitive task automation (RPA) and real-time tracking dashboards. It frees human teams for the work that genuinely needs judgement and warmth.
- Process mapping and redesign
- Repetitive task automation (RPA)
- Real-time tracking dashboards
- Continuous, data-driven improvement
Industries and operations
Where we work, and what we run
Industries tell you who we serve. Operating verticals tell you what the team actually runs every day. Each one is built on the same model: technology first, human team second.
Industries
Retail
Pre and post-sale support, order management and seasonal peaks.
Fintech
Transactional support, validations and account management.
Health & Wellness
Scheduling, administrative support and sensitive-data processes.
Telecommunications
Level 1 and 2 technical support, and high-volume incident management.
Operating verticals
Data
Processing, cleaning and structuring of data and documents at volume.
Sales
Prospecting, qualification and commercial follow-up integrated with your CRM.
Retention
Proactive outreach and management of at-risk accounts, with measurable follow-up.
Automation
Process mapping and automation of the repetitive tasks that eat up hours.
Collections
Portfolio management and recovery, with full traceability of every action.
Franchises experts
Multi-site operation for franchise networks, with consistent standards.
Process
How we start working together
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01
Diagnosis
We understand your current operation and where the opportunity is.
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02
Process design
We define the model, the metrics and the team required.
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03
Implementation
We launch the operation with close support.
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04
Measurement and continuous improvement
We optimise with data, permanently.
Technology
We think data and technology first
Our Next-Gen BPO model starts from a simple idea: technology does not replace people, it frees them to do their work better. That is why we design every process thinking data and automation first, and then build the human teams that sustain that promise every day, in cycles of continuous improvement.
Intelligent automation
We identify which tasks technology can solve with precision and speed, so human teams can focus on what genuinely needs judgement, empathy and warmth.
Real-time dashboards and reporting
Every client has clear visibility into how their operation is performing: time, cost, quality and satisfaction, without having to ask for it.
Security and compliance
We operate under an internal data protection framework aligned with Colombia’s Law 1581 of 2012, the GDPR and HIPAA, with a designated Data Protection Officer and documented policies for handling, retention and access to information.
Integration with your systems
We connect to the tools you already use —CRM, ticketing, ERP— so the operation feels like a natural extension of your team.
The human side of automation
Every automated process has people behind it who genuinely care about the outcome. Technology sets the pace; people guarantee the warmth.
How it looks in practice
Three typical operations, three ways to measure the result
Representative examples of the kind of operation we design. Each account’s metrics are defined with you during diagnosis and reported from month one.
Retail
Omnichannel customer service
- Challenge
- Peak-season demand created long wait times and a drop in satisfaction.
- Solution
- Omnichannel support with a scalable team and standardised protocols.
- What we measure
- First response time, resolution time and CSAT through the busiest months.
Fintech
Back office and reconciliations
- Challenge
- Manual reconciliation created errors and delays in the operational close.
- Solution
- Automated validations with human supervision at the critical points.
- What we measure
- Error rate per batch, volume processed and process closing time.
Telecommunications
Scalable technical support
- Challenge
- The support team needed to scale quickly ahead of a new product launch.
- Solution
- Agile onboarding of trained agents, with an accelerated learning curve thanks to documented processes.
- What we measure
- SLA compliance, ramp time per agent and level 2 escalation rate.
Careers
People who care about the outcome
At smartBPO we believe technology works better when it serves people —both our clients and our own team. That is why we invest in trained human talent, with clear processes and tools that make the work easier instead of harder.
If you don’t see a role that fits your profile, write to us anyway — we are always meeting new talent.
Write to usWork with us
We look for people who combine operational judgement with a willingness to work supported by technology. Tell us which area you would like to contribute to and we will get in touch.
- Operations and customer service
- Technical support
- Back office and data processing
- Automation and analytics
Frequently asked questions
What clients ask us before we start
Direct answers about how smartBPO operates, what it signs and how it protects information.
What is smartBPO and where does it operate?
SMARTBPO SAS is a Colombian business process outsourcing (BPO) company, tax ID 900.818.261-2, headquartered in Bogotá D.C. It runs customer service, technical support, back office, process automation and collections for companies in the United States, Latin America and Europe.
What services does smartBPO provide?
Four service lines: omnichannel customer service, level 1 and 2 technical support, back office and process automation. Those lines are organised into six operating verticals: Data, Sales, Retention, Automation, Collections and Franchises experts.
What languages does smartBPO support?
Spanish and English. Teams are bilingual and support scripts are adapted to each client’s brand tone.
How does smartBPO protect client data?
Under an internal data protection policy aligned with Colombia’s Law 1581 of 2012, the GDPR and HIPAA, with a designated Data Protection Officer. Controls include encryption in transit and at rest, multi-factor authentication, role-based access control, and audit logs of access and exports.
Does smartBPO sign DPAs or BAAs?
Yes. Every project involving data subjects in the European Union requires a signed Data Processing Agreement (DPA) before operations begin. No project involving protected health information (PHI) from United States clients starts without a Business Associate Agreement (BAA).
Does smartBPO record calls?
Not by default. Recording is enabled only when the client explicitly requests it, and carries an additional cost defined in the contract. Recordings are the exclusive property of the client; smartBPO acts as technical custodian and accesses them only for quality control, with every access logged.
Is smartBPO a data controller or a data processor?
In outsourcing operations smartBPO acts as the processor and the client is the controller: the client defines the purposes, obtains the authorisations and answers to the data subjects.
How does an operation with smartBPO start?
In four steps: diagnosis of the current operation, design of the process and its metrics, supported implementation, and measurement with continuous improvement. Scope, team size and timelines are defined during the diagnosis.
Contact
Let’s talk
Tell us what your operation needs and we will get back to you within one business day.
- Emailhola@smartbpo.co
- Websitewww.smartbpo.co
- LocationBogotá, Colombia
- Direct bookingGrab a slot on the calendar
- LinkedInsmartBPO by Fransysco