The Business Year

Gabriela Mateu

COLOMBIA - Telecoms & IT

Gabriela Mateu

Side Director Colombia, TDCX


Gabriela Mateu is a service delivery manager with over 12 years of experience in the BPO industry, leading multidisciplinary teams to deliver high performance results in an array of business processes while overseeing financial performance, business strategy, stakeholder satisfaction, and work culture. She has led multi-language operations from different geographies for top international brands in online gaming, streaming platforms, information security, retail, airline, and loyalty programs.

TBY talks to Gabriela Mateu, Side Director Colombia, TDCX.

What attributes distinguish TDCX from traditional business outsourcing companies?

The term boutique BPO means our service lines are highly differentiated and are intended for clients that really want to provide an exceptional digital experience to their customers, that is above market standards. Our main value proposition is to offer better services to our clients through attracting, developing and retaining top talent. They can scale faster with us, perform better than their competitors, and go further with their brand.

How do you evaluate the company’s performance one year after it commenced operations in Colombia?

Operations had a short delay due to the pandemic, though we spent 2020 finding the right talent and setting the right basis for our offer. Right now, we are evaluating how to keep growing in Bogotá first and then to other cities. There is a great talent pool in Medellí­n, the right language proficiency of the people in the industry, and the right level of experience. Medellí­n and possibly Cali would be where we would evaluate to expand. We will also explore expanding to other Latin American countries in the following years. There is a solid level of soft skills that Colombians have developed, which is extremely important in addition to technical skills.

TDCX has invested over USD2.5 million in Bogotá so far. How does this investment demonstrate your long-term vision in the country?

This is just the tip of the iceberg, and our plan is to grow long term in Colombia and establish the headquarters for Latin America in the country. Colombia is an important business hub for us. The idea is to generate more employment and keep growing in Colombia by expanding to other cities. The majority of investments TDCX has done over the past few years is in projects to promote and enable its talent through learning and development tools. We have many new tools and invest a great deal of time and resources to develop the skills of our people.



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