Closer to Home: Nearshore Operations Bring the DDC Standard to Latin America

Outsourcing Locations in Central America and South America Added to The DDC Group Global Footprint

Evergreen, CO - Parent company of DDC FPO, The DDC Group, has announced it is expanding its global reach to include Central America and South America as strategic operating locations.

For DDC FPO clients and partners, this means the reliable DDC standard of excellence can now be delivered within close proximity, or “nearshore,” to those in North America. It also serves as a new strategic option to international clients for whom a Latin American presence may be beneficial.

With production hubs in Asia-Pacific and Europe, DDC sought to grow and diversify geographically as part of its commitment to providing top-tier, reliable business continuity and to meet evolving market demands.

Looking within Latin America, DDC prioritized Central and South America as its next target region for growth due to ample English-speaking and multilingual staff, impressive talent pools for valuable skill sets, and time zone compatibility for North American clients.

For effective market entry, DDC has partnered with Netcom BCC, an elite contact center service provider with impressive accreditations, a strong regional reputation, shared values, a commitment to excellence, and robust infrastructure to build upon.

Netcom services its clients throughout Panama, Colombia, and Costa Rica. The locations of Netcom with which DDC will lay its nearshore foundation are Bogota, Colombia, and San Jose, Costa Rica.

The extensive range of capabilities delivered by DDC’s nearshore operation will be available in multiple languages, around the clock, and backed by DDC’s business continuity pledge. All project personnel will be trained according to DDC standards and serve as part of the DDC team.

DDC’s Latin America operation will initially focus on the company’s Customer Care suite of services. These include, but are not limited to:

• Scalable omnichannel offerings using voice, email, text, live chat, social media, messenger apps, chatbot, forms, and website modules
• End-to-end experience management, including product and service inquiries, appointment setting, order tracking, data and document retrieval, refunds and cancellations, reservations and ticketing, VIP assistance, issue resolution, help desk, technical assistance, feedback loop, and field guidance
• Support for internal processes, including call routing, accounts payable, accounts receivable, debt collections, claims processing, and reporting
• Business development support, including inside sales, loyalty, and reward programs, sales administration, portfolio management, lead qualification, price quoting, customer research, CRM record updates, account nurturing, and opportunity matching

“Netcom provides a well-established, technically advanced, and highly secure foundation with an expert talent pool across Central America and South America,” said Jan Trevalyan, Group CEO of The DDC Group. “This relationship will allow us to quickly deliver our proven processes and results for our growing number of clients from a nearshore location.”

Phases and categories of project planning, recruitment, training, operational processes, systems integrations, service level agreements, quality assurance, and business continuity are all held to DDC’s standard of distinction.

“This partnership will add to our scalability and flexibility to handle our clients’ dynamic and evolving needs,” added Trevalyan. “We look forward to bringing our demonstrated, measurable improvements to our customers’ operations through this new region.”

Fernando Murillo, Netcom's General Manager, is also delighted about this partnership. “With high standards and core values aligned with our own, we are excited to grow as a part of The DDC Group,” said Murillo.

The DDC Group will manage, control, and maintain responsibility for the flexible and scalable services provided to its customers in the same way it has for 35 years. All project personnel will be trained according to DDC standards and serve as part of the DDC team.

About DDC FPO

DDC FPO is a strategic business process outsourcing (BPO) ​and technology ​partner for world-leading brands. DDC FPO dedicated teams of professionals currently process over 300,000 shipments daily. As a member company of The DDC Group — a worldwide network of BPO companies — DDC FPO has operations and customers across North America, South America, Europe, and Asia, with services offered in over 30 languages. DDC FPO offers a variety of front and back office solutions, including customer service, auto-extraction and structuring, mobile OCR, customs brokerage processing, IT outsourcing, and more.  DDC FPO has been named to the Inc. 5000 list of America’s Fastest Growing Private Companies for three consecutive years.

About The DDC Group

The DDC Group is a worldwide network of business process outsourcing and technology companies. Founded in 1989 as “Direct Data Capture, Ltd,” The DDC Group today has seven award-winning business units across North America, South America, Europe, and Asia. Front office, back office, and technology solutions are all delivered in over 30 languages by 7,000 team members specializing in specific verticals and regions. Commercial brands include DDC Analytic Solutions, or DDC AS, DDC Freight Process Outsourcing of DDC FPO, and DDC Outsourcing Solutions, or DDC OS. To learn more, visit: https://www.theddcgroup.com.

About Netcom

Netcom Business Contact Center is a business group with headquarters in Costa Rica and offices in Colombia and Panama. With over 15 years of experience in the BPO industry, dedicated to developing competitive advantages for their business partners through the delivery of innovative and specialized services in the contact center and technical support. Deliver integrated cutting-edge technology infrastructure solutions. As strategic partners of the most important institutions regionally in different industries such as banking, telecommunications, retail, insurance, and utilities, among others.

To learn more, visit https://www.netcombcc.com/