The business of outsourcing in our country is growing by leaps and bounds. This time, estimates of the Colombian Association of Contact Centers and BPO (Acdecc) indicate that the sector's sales increased to 1.7 billion pesos in 2012, representing an increase of 11.21% compared to 2011 when its revenues reached 1.5 billion pesos. The progress that has been evidenced so much when evolution that has taken over the past decade is observed: currently, the guild sells 10 times more than in 2002, when the figure was 170,000 million pesos. The interesting development that has taken the industry of call centers has also resulted in the arrival of new investors also they have increased foreign investment received by the sector. According to Money magazine, Proexport reported that "1 out of 2 investments, reported to the entity chose to centralize its operations in our country to meet its international customers. For this an investment of 65,522 million dollars is estimated and companies consider that generate 3,812 jobs over the next three years. " The boom has also reached regions and, although the association has not yet disclosed the holdings it had during the previous year, a study commissioned by the Productive Transformation Program (PTP) found that although the country's capital accounts for 56, 1% of the companies engaged in this activity, other cities have also begun to emerge in outsoursing. Cali is the case, which has 21.7% of the companies; Medellin, with 18.3%; Barranquilla, with 3.5%, and Pereira, with 0.3%. TP Colombia is part of the TP Group. Founded in 1978, it has more than 135,000 employees in 250 contact centers in 49 countries and conducts programs in more than 66 different languages and dialects for major international companies from various industries. The company is among the top 150 companies worldwide employers. In 2009 he entered the Colombian market with the acquisition of Teledat S.A., a national company that due to its 14 years of work ranked as the number one market Contact Center and BPO in the country. As a company TP is a provider of the largest and most important companies in the country, with trade relations in the long term as the best strategic partner for its customers, specializing in providing solutions for the needs of four different industries: Telecommunications, Aviation, Tourism & Transport, Mass consumption Goods & Services and Health and Social Protection and to obtain maximum results. All companies in the same sector, are obliged to continue working to maintain competitive improvements that differentiate them from the business dynamics in Colombia. Factors such as telecommunications technology, IVR development, forecasting methods and models 6 selection, discriminative profiles, among other strategies have led to improvements in efficiency and productivity, but still there are other variables that can help further leverage these indicators, as is the case of AHT or average call time. In this paper we will know how it impacts the AHT in the final exercise of sizing, recruiting and hiring, and the optimization of this indicator allows the call center to be more profitable. It is not possible to extend the same strategy to improve the AHT for all campaigns of any call center, since each plant must be diagnosed separately to identify what factors are impacting their performance, but we can recommend the revision of the method training and the technique of role play improves performance against speed the learning curve, which in turn reduces the time taken to resolve on calls, finally allowing grow in a fitting manner at the staff level. Clearly the rapid growth that is taking the business of the call center in Colombia in recent years, however, companies are outsourcing their services increasingly require contracts with models more efficient economic for your organization, moving as a penalty a lack of AHT control the call center. This is where the new challenge is to achieve further reduce costs and improve profitability in the call center.
