BPO Services

How GSD 500 BPO outsourcing works

GSD 500 BPO builds and runs bilingual teams in Colombia that plug straight into your business. You keep control of the customer relationship, the scripts and the targets. We recruit, train, manage and report on the people doing the work, so you get the output of an in-house department without carrying the payroll, the turnover or the management overhead.

Who our services are built for

Most of our clients are US service businesses with 5 to 200 employees: water treatment dealers, HVAC and plumbing contractors, roofers, solar installers, construction companies and SaaS teams. They usually share the same problem. Leads come in faster than the office can call them back, good salespeople are expensive and hard to keep, and the owner ends up doing follow-up at night.

Our teams are designed for that situation. Agents work your hours, speak to your customers in English or Spanish, and log every call, text and appointment in your CRM so nothing depends on one person's memory.

What each service line covers

Every engagement is built from the same eight service lines. Most clients start with one or two and add more once the first team is producing.

• Sales teams (BDR, SDR and account executives): outbound calling, speed-to-lead follow-up, appointment setting and qualified hand-offs to your closers.
• Customer support: inbound phone, chat, email and ticket handling, including after-hours and weekend coverage.
• Technical support: tier-1 help desk, software support and troubleshooting scripts written with your team.
• Marketing and advertising: social media management, paid campaigns, content and SEO run by the same team that works your leads.
• CRM development and automation: CRM setup, pipelines, lead routing, follow-up sequences and integrations so every lead gets worked.
• Business consulting and fractional CMO: senior marketing leadership and growth planning without a full-time executive salary.
• Data management and scraping: building and cleaning prospect lists, enrichment and data entry with AI-assisted quality checks.
• App development and staff portals: custom internal tools, dashboards and portals for your team and customers.

How an engagement runs, step by step

1. Strategy call. We look at your lead sources, current response times, close rates and what a booked appointment is worth to you. If outsourcing will not pay for itself, we say so.

2. Team design. We agree on roles, hours, languages, scripts and the numbers each person is measured on, such as calls per day, contact rate and appointments set.

3. Recruiting and vetting. Candidates are screened for spoken English, sales or service ability and typing speed before you ever meet them. You interview the finalists and approve every hire.

4. Onboarding. Agents are trained on your offer, objections and CRM. We start with supervised calls and call reviews before the team works at full volume.

5. Daily management and reporting. A team lead manages attendance, quality and coaching. You get regular reports on activity and results, plus call recordings you can review at any time.

6. Scale. Once the first roles are hitting their numbers, we add seats, shifts or new service lines without you having to restart hiring.

Why Colombia, and why bilingual

Colombia runs on UTC-5 all year, which matches US Eastern time in winter and Central time in summer. Your team is online during your business day, not overnight. Our agents work from Bogotá and Medellín and handle conversations in both English and Spanish, which matters when a large share of your customers prefer Spanish on the phone.

Because salaries are set by the Colombian market, clients typically save 70 to 80 percent compared with the fully loaded cost of hiring the same roles in the US. The exact figure depends on the roles, hours and how you count benefits and management time, and we work it out with you on the strategy call.

What you stay in control of

You own your CRM, your phone numbers, your recordings and your customer data. Scripts, pricing and offers are approved by you. Agents follow your process, and you can listen to calls, join coaching sessions or request a change to the team at any point. Our job is to make the work happen reliably and visibly, not to take the relationship away from you.

Frequently asked questions

How quickly can a team start?

It depends on the role and how many seats you need. Recruiting, vetting and onboarding happen in sequence, and we agree on a start date on the strategy call once the roles are defined.

Do agents use our CRM and phone system?

Yes. Agents work inside your CRM and dial from your numbers wherever possible, so every activity stays in your system. If you do not have a CRM yet, we can set one up as part of the engagement.

Can we start with one person?

Yes. Many clients start with a single appointment setter or support agent, measure the results, and then add roles.

How do we know what the team is doing?

You get activity and results reporting, access to call recordings, and a team lead you can reach directly. Everything the team does is logged in your CRM.