January 2024
In a year of economic volatility, KM² Solutions remained agile and responsive. It proved to be a year of remarkable resilience, and the obstacles we have overcome have only made us stronger. We have remained market leaders in an evolving BPO landscape by implementing new core initiatives and embracing technological innovation.
View our full Year in Review 2023 release here
Technological Innovation
Artificial Intelligence (AI): Delivered on the increased demand for AI to help streamline interactions, garner greater insights, and improve efficiencies.
Network Security & Infrastructure: Significant investments have been made in key technologies to ensure we are at the cutting edge of digital resilience.
Growth & Expansion
New site launched in St. George’s, Grenada, allowing for an additional 650 employees.
140 new seats added to our second site in St. Lucia.
Additional space was acquired in the Dominican Republic for admin, recruiting, and HR
Added state-of-the-art training facilities in Bogotá.
More Top U.S. Brands
Added more Fortune 100 companies.
Added new lines of business.
Experienced increased starting headcounts and more ambitious ramp plans.
Process Improvements
New recruiting processes to improve the recruitment funnel, application process, testing, and interviews.
New digital workforce management suite to drive cost-saving efficiencies and maximize productivity while fostering employee well-being.
Culture & People Development:
The KM² Connect intranet platform has been reimagined as a unified homepage and communications center for all our international teams.
New KM² University Leadership Training & Development Program, “Contact Center Supervisor Qualification Program,” and an “English Excellence Program” to enhance our bilingual agent’s fluency.
Awards in 2023
About KM² Solutions
KM² Solutions ( KM2 Solutions ) operates contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile. KM² Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes a SOC 2 audit annually, and has a Compliance Management System that meets the FDIC standards.
