What's Up with Tech?

Building a Purpose-Driven BPO: How Horatio's Human-First Approach Is Transforming Customer Experience

16 Apr 2025

Audio

Description

Interested in being a guest? Email us at [email protected] ose Herrera and his co-founders first surveyed the customer support landscape, they noticed something troubling: outsourced partners weren't prioritizing employees or truly embodying their clients' brand values. This gap between what brands needed and what traditional BPOs offered sparked the creation of Horatio, a revolutionary approach to customer experience that's now serving hundreds of U.S. clients from operations in the Dominican Republic and Colombia.Drawing from his background in finance at Goldman Sachs and Morgan Stanley, Jose built Horatio with a fundamentally different philosophy: put employees first, and they'll naturally deliver exceptional service to clients. This isn't just a platitude painted on office walls—it's embedded in everything from their bright, open workspaces (nicknamed "the Google of Latin America") to on-site amenities like daycare, gyms with personal trainers, and yoga rooms. Regular employee surveys and informal conversations ensure this people-first culture evolves with their team's needs.What truly distinguishes Horatio is their dedicated team model, where resources aren't shared between clients. Each team functions as a genuine extension of the client's organization, authentically representing their brand voice while benefiting from Horatio's technological expertise. This approach has proven particularly valuable in healthcare, where "compliance and compassion" must coexist. By providing both HIPAA-compliant processes and extensive emotional intelligence training, Horatio's agents deliver the empathetic support patients need during vulnerable moments.Perhaps most remarkably, Horatio achieved this growth without raising outside capital, instead reinvesting profits into operations and talent. As they expand deeper into healthcare and financial services while exploring new Latin American markets, Jose remains committed to the vision that technology should augment human capabilities rather than replace them. In his words, "AI serves as a co-pilot for our agents, not a replacement"—a refreshing perspective in an industry often fixated on automation at the expense of the human touch.Ready to see how a purpose-driven approach to customer experience could transform your business? Discover what's possible when empathy, technology, and operational excellence converge.Support the showMore at https://linktr.ee/EvanKirstel

Transcription

This episode hasn't been transcribed yet

Help us prioritize this episode for transcription by upvoting it.

0 upvotes

🗳️ Sign in to Upvote

Popular episodes get transcribed faster

Other recent transcribed episodes

Transcribed and ready to explore now

3ª PARTE | 17 DIC 2025 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

13:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

12:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

13:00H | 20 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

Comments

There are no comments yet.

Please log in to write the first comment.

Report any issue

What's Up with Tech?

Building a Purpose-Driven BPO: How Horatio's Human-First Approach Is Transforming Customer Experience

This episode hasn't been transcribed yet

Other recent transcribed episodes

3ª PARTE | 17 DIC 2025 | EL PARTIDAZO DE COPE

13:00H | 21 DIC 2025 | Fin de Semana

12:00H | 21 DIC 2025 | Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

13:00H | 20 DIC 2025 | Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

Sign in to Audioscrape

Share this moment