Costa Rica has transformed into a multifunctional business destination, now evolving towards next-wave Excellence Centers. As a dynamic hub for corporate and business processes, Costa Rica delivers 100 different business functions in more than 12 different languages for business units such as shared services, outsourcing, tech support or regional headquarters, among many others.
From contact centers to knowledge services and R&D, our country is a global site to optimize your corporate delivery and lead digital adoption, making us the natural choice for the all-service-economy era.
5th top destination in the world for business services (Deloitte, 2019)
Services exports are 45%: nearly 2X the OCDE countries' average at 27%.
$4.7 billion in knowledge-intensive services exports: #1 exporter of IT services per capita in LATAM (WEF, 2019)
City for Economic Potential & Cost-effectiveness in America - San José (Financial Times: FDI Intelligence, 2017/2018)
#1 exporter of high value-added services in Latin America (ITC, 2019)
15% annual growth in technical graduates for services operations
98% of services companies are 100% working from home during COVID-19 and under free trade zone incentives model.
There are over 65 Shared Service Centers in Costa Rica, 12 of them are Fortune 500 companies
Services sector average output per employee has grown 47% since 2005
1st in English language in LATAM (TOEIC Test, ETS, 2019)
Intel and Costa Rica have evolved hand in hand in these two decades. The country is a strategic location for our services operations, and moreover, a location for additional valuable activities, such as research, design and development. We are an important part of the value chains, we actively contribute to a work process that complements the operations carried out in other parts of the world.
We see technology as a driving force to provide a better service to our customers. Our talent learns about new technological tools and uses them to create solutions that bring efficiencies to our processes and added value. The Costa Rica Citi Solutions Center (CSC) has been a standout site since its creation in 2008 primarily for its passion for innovation and constant commitment to improve the way things “are supposed to be done”.
Costa Rica clearly and unequivocally looks at education as a way to drive social and economic development of its people. Academic and productive actors often come together to align on how to produce targeted skills to meet the demand of companies. Costa Ricans are constantly for opportunities to learn new things, this enables not only knowledge transfer processes but also creates a very conducive environment to drive change.
Our operations in Costa Rica deliver services including research, technology, RPA, finance, end-user support and operations data. Our employees come from diverse backgrounds and boast varying technological proficiencies, which fosters a work environment where innovative thinking rises to the top.
Our story is of amazing transformation and evolution. 21 years ago, our operational vision was focused on transactional work however over time, and thanks to our great Costa Rican talent who proved it was possible to do so much more, we have moved far beyond transactional and now continue to push the top of the value chain, with a wide array of high value add services being provided out of our Costa Rican operations.
Centers of Excellence can help capture economies of skills and scale across geographies. They hold expertise mainly for the use of all of the business, while forming links and encouraging collaboration across business units in areas where the company must be distinctive, such as product innovation, process redesign and engineering, operational efficiency or brand engagement. The trend is clear: don't be surprised to see MNCs in Costa Rica migrating from Shared Services to Excellence Centers now and in the next few years.
From internal service provider to strategic partners, Shared Services have grown at an incredible pace in Costa Rica, with many global corporations saving tens to hundreds of millions dollars to date by consolidating and grouping world-class "backbone" functions into one unit. More than 150 SS centers have played a key role for the speedy company-wide transformations, incorporating and designing RPA in Costa Rica to provide innovative solutions in consumer and customer interactions.
To reinvent the corporate center, headquarters still have a key role to play, but must focus more tightly on the right activities. Regional headquarters are responsible for upholding the organization's values, developing a corporate strategy, and managing the portfolio of businesses. Think of regional HQ's as a big meeting table with business units on one side and the board on the other. And yes, we have plenty of them here in Costa Rica.
Where else in the world can you go from the Caribbean to the Pacific in just five hours? Add that to a robust network of free trade agreements that provide preferential access to 2/3 of the worlds GDP, including USA, China and the EU. The result is Costa Rica as the right partner for the new nearshoring. With Costa Rica's strategic location, moving goods into and out the country is easy. Costa Rica's logistics advantages are only going to continue to grow as the world redesigns it global value chains. The opportunities are as bountiful as the land itself.
The quality of nearshore providers of finance and consulting services has never been higher. Many have made significant investments in the control and monitoring mechanisms needed for high-end functions, regulatory requirements, and complex finance processes such as valuation reviews, legal-entity control, and tax preparation. Finance teams are experimenting more and more with automation, machine learning, and advanced analytics to change the financial game, and this is where we come in.
In the near future, customers will routinely use multiple channels to contact companies under an omnichannel model. Customers expect a consistent experience across all of those channels, with the ability to switch seamlessly between them. The demands placed on customer service staff will therefore rise even higher, as they work with new tools and technologies. We provide multilingual solutions in over 12 languages, with top-notch customer service for optimal issue handling.
"Back office and BPO uses resources outside of the main business to complete specific tasks or functions in order to improve cost efficiency. Over the past few years, Costa Rica's proven track record and business ecosystem, combined with attractive language skills, proximity, and price, have been paying off, making the country an increasingly popular nearshore destination for BPO.
Using specialized computer programs to automate repeatable business processes
Western Union is disrupting the cross-border money transfer industry by developing new technologies and partnerships, this is why the company is fully implementing RPA solutions from its Costa Rican site to transform and disrupt service delivery, enhance customer experience with streamlined processes and save costs.
Using computers to understand human intelligence
While connecting the world with the power of technology, TechData seizes predictive models to drive successful decision-making processes with their OEM clients from Costa Rica.
Protecting the devices we all use and the services we access online
Equifax, one of the largest consumer credit reporting agencies, has its largest CyberSecurity hub based in Costa Rica, as the company understands that the security of all the information they manage is key for their costumers safety.
Discovering patterns and insights within large datasets
Being a consulting world renowned leader, through its Knowledge Center based in Costa Rica, McKinsey works together with their clients to transform into analytics-driven organizations that achieve better performance through data. The Center provides research support to McKinsey´s consultants in diverse sectors and Data Analytics.
Storing and accessing data over the internet
P&G believes in a multi-cloud environment as the way forward in modern technology, and it is a key tool in the standardization of processes, improvement of the user/client experience, simplification and establishment of concrete measures and controls that are part of the continuous improvement process in the Costa Rican site.
Despite the multiple challenges, the ability of Costa Ricans to quickly adapt to change has surprised the world and, even more so, the corporate services sector in the country.
The Costa Rica Citi Solutions Center (CSC) is all about new technological tools and using them to create solutions that bring efficiencies to the processes, adding value and constantly improving. This center designs RPA solutions for enhanced operational performance.
Concentrix Costa Rica services a wide range of customers in diverse industries including banking and technology serving the Americas. Performance is boosted by competencies such as interpersonal relationships, customer orientation, empathy and communications.
For the global consulting giant, McKinsey's Costa Rican operation is seen for many as innovation hub, where new ideas and experiments come to life. Driven by the country´s talent and willingness to go above and beyond the company is creating change that matters.
Since 2007, Sykes Academy in Costa Rica has provided technical education and English improvement scholarships to students, employees and people with interest and aptitude for technology to gain new skills for the works of the future. In 2019, the Academy had a total of 3,156 students enrolled and, through a partnership with the Ministry of Labor, 1,686 people were trained in English.
Developing a diverse workforce and a more balanced and inclusive culture, both within Cargill and across the industry is embedded as part of the company´s core values, and is fully lived in the Cargill Business Services hub in Costa Rica.
3M Impact Global encourages and supports employees who want to share their talents to help solve some of the world’s most pressing problems. The participants spend two-weeks immersed in local communities Collaborating with nonprofit organizations, social enterprises, or government agencies – developing holistic solutions for social and environmental issues in locations with high social needs that are relevant to 3M’s businesses.