January 2022
As we look back at 2021, we can reflect on our accomplishments and set our sights on the year ahead. In addition to significant growth, we made further inroads into new verticals, invested in new technology, expanded existing sites, and added new facilities to enhance our overall service offering. Here are just some of the highlights of 2021:
New Industries
Historically, auto finance and financial services have been the mainstay of KM² Solutions, but 2021 saw us make further inroads into new verticals such as healthcare and insurance, with greater diversification.
- New business in the Healthcare space
- Enhanced offering in the Insurance space
- Working with more blue-chip Fortune 500 companies than ever before
New Facilities:
KM² Solutions has continued to expand within its existing footprint, with additional capacity being added to four out of six of our current nearshore locations.
- Colombia: 10,000 square foot expansion
- Dominican Republic: New state-of-the-art facility
- St. Lucia: 7,000 square foot addition completed, 4,000 square feet underway
- Grenada: Expansion plans are underway for the addition of a second 20,000 square foot facility
New Technology
2021 saw us further invest in cutting-edge technologies for key areas of our operations to help improve efficiencies in recruiting, people management, and performance.
- Implemented Acuity, the performance management & employee engagement platform
- Implemented Harver, the volume hiring solution
Celebrations:
March saw KM2 Solutions celebrate ten years of operations in Honduras. KM2 was the first international BPO to be established at the Altia Business and Technology Park in San Pedro Sula, and our first Latin American operation that gave us the ability to offer bilingual services.
In The Media:
We strive to keep our clients and prospects engaged and informed as much as possible when making their outsourcing decisions. As such, we have continued to host partnered webinars and provide in-depth thought leadership articles addressing key trends and challenges in the modern BPO landscape.
- Press, News, Videos, and Webinars Released – 52
Vaccine Rollouts:The delivery and rollout of SARS-CoV-2 vaccines was a dramatic game-changer and instrumental in a relative return to normalcy across all our countries of operation. We ran effective information and education campaigns and held on-site vaccination drives for entire local communities.
- Vaccines Administered – 1,954
Investing in the Future:
The end of this year also marks our first year with financial partner H.I.G. Capital. It has proved to be a great relationship through the combined experience we bring to the table. The additional security this partnership brings will allow us to continue to strategically reinvest in our people and business, so that year over year, we can deliver stronger performance, continued growth, and expansion and be prepared for the future.
In summary, KM² Solutions is now in a stronger position than in nearly two decades of operation, with record revenue and unprecedented growth. This could only have been made possible by our team’s hard work and dedication, the trust and loyalty of our clients, and the greater profile that brings KM² Solutions as being a nearshore provider of choice. We look forward to the year ahead, the completion of ongoing expansion plans, and continued growth for the future.
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.
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