US Private Equity Firm Acquires LatAm Call Center Operator Onelink

With 12 delivery centers spread across El Salvador, Nicaragua, Colombia and Guatemala, Onelink serves many American firms.

Onelink

Central American BPO provider OneLink has been acquired by US private equity firm One Equity Partners. Financial details of the deal have not yet been disclosed.

“We believe that OneLink’s model of customer and employee engagement and satisfaction position the company to deliver best-in-class services,” said Greg Belinfanti, Senior Managing Director of One Equity Partners.

With 12 delivery centers spread across El Salvador, Nicaragua, Colombia, and Guatemala, Onelink serves many American firms, most of whom belonging to the consumer, telecom, technology, and travel and leisure sectors.

A spinoff of JPMorgan Chase, One Equity Partners does not seem to have any other BPO provider in its kitty, but says it is confident of Onelink’s future, adding that “corporations are increasingly outsourcing customer services”.

Founded about four years ago in El Salvador, Onelink is known for employing young workers and has won several awards for the way it looks after its staff.

Earlier in April it invested US$1.8 million in Nicaraguan capital Managua to build a delivery center that boasted many amenities for employees, including game rooms, cinema, and a gym.

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“We are thrilled to partner with Eduardo Salazar and the Onelink management team as they look to deliver innovative solutions to their customers,” Belinfanti added.

Onelink, which claims to handle more than 40 million customer interactions per year, provides services through almost all channels, including voice, email, chat, web, and social media.

According to El Colombiano, the BPO provider is set to launch two more delivery centers in Colombia, where it trained 600 people in call center services earlier this year.

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