Bill Gosling to Launch Another Delivery Center in Costa Rica

Canadian BPO provider Bill Gosling Outsourcing is preparing to launch its second delivery center in Costa Rica, with plans to add 200 people to its local workforce.

The new delivery center, which is expected to be up and running by the end of May this year, comes hot on the heels of the company’s first office established in the country in September 2019 and underlies Costa Rica’s ongoing attractiveness as a Nearshore location despite questions of market saturation.

“The launch of the second site validates our initial reasons for choosing Costa Rica as the start of our LatAm expansion,” said Dave Rae, CEO of Bill Gosling Outsourcing. Costa Rica President Carlos Alvarado said that “the expansion of a company as established as Bill Gosling offers further confirmation that multinational companies view Costa Rica as a strategic ally in achieving their goals.”

It is not clear how many Costa Ricans are currently working for the company, whose service offerings include customer support, accounts receivable management, customer sales and acquisitions, and BPO. However, the new delivery center will be Bill Gosling’s 10th and the additional 200 staff will push its global headcount above 2,800. The expansion in Costa Rica also puts the company among other major names in the IT services sector including multinational tech company IBM, digital services company Akami and Swiss biotech firm Roche.

Costa Rica has long been a Nearshore darling as successive governments have reinforced attractive incentives for foreign companies to invest there. Among them have been tax breaks and the establishment of 30 Free Trade Zones (FTZ), with outsourcing companies representing 52% of all companies working out of the country’s FTZs as of 2019. Meanwhile, Costa Rica’s investment promotion agency (IPA) CINDE has been recognised as the world’s best and helps drive investment into the Central American nation.

Costa Rican is taking steps to strengthen its position as regional tech hub further. Among the efforts made by the national government is the recently signed update to the INA Law that serves to improve employability, productivity and competitivity ahead of the digital economy, Costa Rican newspaper El Mundo reported.

The announcement of the new office will draw a line under the difficulty of the past 12 months and place Bill Gosling in an improved position to meet its clients’ future needs, company President Kenny Johnson explained. “2020 was challenging for everyone, but with the strength, agility, and mutual commitment with our clients, we were able to navigate through and continue to provide certainty of supply,” he said. The company runs delivery centers in the US, UK, and the Philippines as well.

Bill Gosling is backed by Austin, Texas-based equity investor Owner Resource Group.