Building a Purpose-Driven BPO: How Horatio’s Human-First Approach Is Transforming Customer Experience – What’s Up with Tech?
When 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
