BPO Services  ·  USA & Colombia  ·  Est. 2025

Delegate the process. Own the strategy.

We bridge enterprise-level BPO capabilities with the flexibility modern businesses demand — world-class bilingual talent + data-driven operations, delivering outcomes that move the needle.

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AT&T · DirecTV · Vivint · 25,000+ Customers Served · 96% CSAT · 90% QA Score · Bilingual Ops · USA & Colombia · AT&T · DirecTV · Vivint · 25,000+ Customers Served · 96% CSAT · 90% QA Score · Bilingual Ops · USA & Colombia ·
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Enterprise Clients
BPO
01  ·  Who We Are

Your brand.
Our expertise.

Prime Contact Group was founded in 2025 with a clear purpose: bridge the gap between enterprise-level BPO capabilities and the flexibility modern businesses demand.

We built an operation that combines the talent and cost advantages of Colombia with the standards and service culture required by the US market — delivering outcomes that truly move the needle.

"To be the most trusted BPO partner for high-growth companies — delivering exceptional customer experiences at scale."

2025 - JanuaryFounded — launched operations with focus on US telecom clients
2025 - AprilFirst partnerships — onboarded AT&T, DirectTV & Vivint
2025 - OctoberScale-up — 25,000+ customers served, added Vivint
2026 - JanuaryFull bilingual (EN/ES) capability formalized
2026 ♾️Full BPO suite — analytics, back-office & BD verticals live
96%
CSAT Score
90%
QA Score
25K+
Customers
2
Continents
Excellence
High standards, accountable to them every interaction.
Integrity
Transparent communication, honest reporting, always.
People First
Our team's growth drives the quality we deliver.
Agility
We adapt, scale, and deploy faster than the market.
Partnership
An extension of your team — aligned on your goals.
Continuous Growth
Every week sharper, better, smarter than the last.
SRV
02  ·  What We Deliver

End-to-end
customer operations.

From first contact to final resolution — we design, staff, and optimize every touchpoint in your customer journey with precision and measurable results.

01
Customer Care
Multichannel

Seamless support across every channel — voice, chat, email, SMS, and social. Consistent brand voice, measurable SLAs.

Voice / Phone Support
Live Chat & Email
Social Media Care
Back-Office Operations
02
BPO Operations
at Scale

Flexible infrastructure scaling from 10 to 500+ agents without friction or quality loss. Ramp in 2–4 weeks.

Rapid Team Scaling
Custom SOPs & Playbooks
Bilingual Ops (EN/ES)
Workforce Coordination
03
Performance
Analytics

Real-time dashboards and predictive insights. Custom reporting on KPIs, CSAT, agent performance, and contact volume.

KPI Dashboards
QA Monitoring & Scoring
Voice of Customer
CRM Management
04
Business
Development

Bilingual outbound campaigns, lead qualification, and appointment setting. Structured pipeline, real results.

Cold Calling
Appointment Setting
Lead Qualification
Client Outreach
03  ·  How We Work

Precision from
day one.

01
01
Discovery

Deep-dive into your brand, processes, and customer journey to define scope and success criteria.

02
02
Design

Custom playbooks, escalation trees, and KPI frameworks tailored to your requirements.

03
03
Training

Immersive brand training — your voice, your values, your quality standards, for every agent.

04
04
Launch

Go live with full monitoring, real-time dashboards, and dedicated support from Day 1.

05
05
Optimize

Continuous data-driven improvement cycles — every week sharper than the last.

04  ·  Why Prime

The difference is
in the details.

Measurable Excellence

Every engagement is anchored to clear KPIs. We're not just tracking metrics — we're fully accountable to them, week after week.

People-First Culture

Motivated, trained, and proud agents. Our retention-first HR model directly drives higher CSAT on every client account.

Enterprise-Grade Ops

Proven infrastructure built for scale. Pilots or global rollouts — our operations are ready from Day 1, every time.

Speed to Deployment

Signed agreement to live operations in 2–4 weeks. Our onboarding process is itself a competitive advantage.

Bilingual by Design

Native-level English and Spanish across all operations. Serving the full diversity of the US market, authentically.

Direct Leadership Access

No account manager layers. You get the founding team — decision-makers involved from discovery to delivery, always.

Trusted by industry leaders

Enterprise brands across telecommunications, entertainment, and smart home technology partner with us for customer operations excellence.

See how we drive impact.

Request Case Study
Telecommunications

Flexible bilingual customer support for voice, broadband and retention across millions of accounts.

Entertainment

Digital subscriber experience for streaming and broadcast customers with proactive retention strategies.

Smart Home

Proactive connected-home support with account management, technical guidance, and customer success focus.

05  ·  Where We Operate

Two countries.
One standard.

🇺🇸
United States
Headquarters & Sales

Our US headquarters leads client relationships, strategic direction, compliance oversight, and enterprise sales. Direct access to decision-makers at every level.

Client Management Strategic Direction Compliance Enterprise Sales
🇨🇴
Colombia
Operations Hub

Our Colombia hub delivers world-class bilingual contact center services. Deep talent pool, strong work ethic, and cost-efficient delivery — without compromise on quality.

Contact Center Ops Bilingual Talent QA & Analytics Cost Efficiency
PCG
06  ·  Leadership

Built by
operators.

Our founders bring deep experience in BPO, enterprise sales, and contact center operations — with a relentless focus on client outcomes above everything else. Direct access, no layers.

Albert Diaz A. AD
Albert Diaz A.
Co-Founder & CEO

Albert brings deep expertise in BPO strategy, enterprise sales, and operational leadership. He drives client partnerships, company vision, and long-term growth — ensuring every engagement delivers measurable, lasting value.

Santiago Vargas SV
Santiago Vargas
Co-Founder & CEO

Santiago leads all operational, technological, and quality assurance initiatives. His data-driven methodology and process-first mindset are central to Prime Contact Group's ability to deliver consistent performance across every client engagement.

Juan Pinzon JP
Juan Pinzon
General Manager

Juan oversees end-to-end operational architecture — ensuring seamless integration between training, quality, and performance metrics. He is dedicated to optimizing internal workflows and implementing data-driven processes that guarantee long-term excellence.

Ready to elevate
your customer
experience?

Let's talk about what a partnership with Prime Contact Group looks like for your brand. We're ready when you are.

info@primecontactgroup.com LinkedIn @primecontactgroup Instagram @primecontactgroup Twitter / X @Primecgp