Granada Corp is a leading provider of outsourced customer support for companies serving the Hispanic market.  The foundation of our success is our ability to recruit, develop and retain the most talented workforce in the industry.

Through our specialized approach to the Hispanic market, we offer clients a better way to acquiring, supporting and retaining their Spanish-speaking customers. We customize all areas of our operations, from recruitment to training to quality assurance, to ensure our clients have the best bilingual customer support infrastructure possible. The results are improved conversion rates, better customer satisfaction scores, greater call productivity and significantly higher retention rates.

Granada Corp’s founder Kit Cooper was one of the pioneers in the outsourced contact center industry. In 1999, he co-founded Hispanic Teleservices Corporation (HTC), the first customer service outsourcer to focus on the U.S. Hispanic market through nearshore operations based in Latin America. HTC was a major success story in the industry recognized for its operations excellence, Hispanic market expertise and vibrant company culture. The company employed over 1,500 employees at the time of its sale to Carlyle Group in 2005 and had grown to over 3,000 employees at the time of its sale to Teleperformance in 2007.

In 2009, Cooper had lunch with a friend who was one of the founders of a major “work from home” (WFH) outsourcer.  This led him to spend the following six months studying the WFH delivery model.   During these months, he was positively surprised by the technology advances of the previous five years, particularly around web-based training and information security.  While contemplating these improvements, Cooper also understood that Latin America was not offering clients the same bilingual labor scalability as previous years.

While client demand existed for a middle market outsourcer with Hispanic market expertise, Cooper knew it would be difficult to provide exceptional service to clients without a labor edge.  What became clear was that domestic WFH would be an highly competitive alternative to nearshore outsourcing.

So Granada Corp was formed in 2009 for one reason: we found a way to serve clients better.

Thank you for learning more about Granada Corp.  Call us to discuss how we might help you improve your bilingual contact center strategy.