KM² Commended by Frost & Sullivan for Its Diversified Growth Strategy in the Contact Center Outsourcing Market

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Jul 22, 2019, 08:00 ET

The company has built capacity by implementing a long-term strategy and establishing a positive presence in locations with untapped potential

SÃO PAULO, July 22, 2019 /PRNewswire/ -- Based on its recent analysis of the Latin American and Caribbean contact center outsourcing services market, Frost & Sullivan recognizes KM² Solutions with the 2019 Latin America and Caribbean Competitive Strategy Innovation and Leadership Award. KM² delivers high-performance, quality services by setting up facilities in nearshore locations where it cultivates positive relationships with workers and communities. KM² targets niche verticals and emerging market spaces and demonstrates high productivity and savings within a range of services.

2019 Latin American and Caribbean Contact Center Outsourcing Services Competitive Strategy Innovation and Leadership Award

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"KM² discerns previously unrecognized efficiencies and gaps. Instead of simply prioritizing winning business, it builds true partnerships to create better products, processes, and outcomes. These close working relationships make operations highly flexible, and add a personal touch that helps enhance dialogue and facilitate course changes," said Sebastian Menutti, Senior Industry Analyst at Frost & Sullivan. "Since its founding, the company has increased revenues and available capacity every year, and can meet startups' need for customer care or back-office seats, and larger customers' need for scale in customer engagement, sales and marketing, collections, and back-office processing."

Significantly, KM² collaborates with developers and governments to build facilities and cultivate a reputation as a stable, trustworthy, and competitive employer. From the first facilities in the English-speaking Caribbean, it has expanded into services with bilingual operations. Now with 11 facilities in the six cities of Bogota, Colombia; Castries, Saint Lucia; San Pedro Sula, Honduras; Grenville, Grenada; Santo Domingo, Dominican Republic; and Bridgetown, Barbados, KM² has added capacity and capabilities through a framework that can smoothly double and triple its footprint.

"Our growth strategy has always been forward looking, yet tempered," President and CEO David Kreiss explains. "We've evolved ahead of client demand, continuously expanding capacity in our Caribbean and Latin America offices. However, we make sure to develop relationships with local officials and community leaders along the way to create strong roots and stable operations wherever we go. Our staff gets access to long, stable careers and our clients enjoy the high-quality performance of motivated employees."

KM² guides prospective buyers through the plethora of omnichannel services by adopting a consultative approach. It dispatches a management team from its United States-based corporate headquarters and a management team from the nearshore location to the client's site to learn their business and uncover opportunities to drive synergies and efficiencies. With its nimble operations and a low starting threshold, KM² can conduct a proof of concept test for a single line of business or challenge a customer's internal teams. In these trials, it demonstrates its ability to achieve equal or better results with lower costs.

"With its exceptional agility to adapt to client service and capability needs, KM² has diversified its client base and established relationships with dynamic companies and underserved markets," noted Menutti. "Overall, due to its competitive differentiation based on sustainable growth strategies, KM² Solutions is richly deserving of Frost & Sullivan's 2019 Competitive Strategy Innovation and Leadership Award."

Each year, Frost & Sullivan presents this award to the company that leverages competitive intelligence to successfully execute a strategy that results in stronger market share, competitive brand positioning, and customer satisfaction.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

About KM² Solutions
KM² Solutions operates contact centers throughout the Caribbean and Latin America including Barbados, Grenada, Saint Lucia, the Dominican Republic, Honduras, and Colombia. The company provides clients with a host of different multi-channel solutions including customer service, receivables management, technical support, sales and marketing, data analytics, and back office processing. KM2 offers these services to companies within the retail, healthcare, technology, finance, telecommunication, hospitality, and utility sectors. KM² also maintains regulatory compliance with many different industry standards including HIPAA, FDCPA, PCI DSS, SOC 2, TCPA, and FCRA.

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector, and the investment community. Contact us: Start the discussion.

Contact:

Bianca Torres
P: 1.210.477.8418
E: [email protected]

SOURCE Frost & Sullivan