Granada’s founder Kit Cooper is one of the pioneers in the customer support industry. In 1999, he co-founded Hispanic Teleservices Corporation (HTC), the first customer service outsourcer to focus on the U.S. Hispanic market through near shore operations based in Latin America. 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 started thinking about ways to serve clients better. He knew that clients were interested in boutique providers and certainly one with Hispanic market expertise. However, he also knew it would be difficult to provide exceptional service to clients without a labor edge.
What Cooper discovered was that the “work from home” (WFH) delivery model offered massive operating advantages: scalable access to customer experience-oriented personnel, twice the tenure versus facility-based operations centers, and an ability to use regional labor market strategies to boost sales and customer experience efforts.
In summary, Granada’s management team knows the business and has exceeded the expectations of the world’s most respected brands. Our boutique model gives us a performance edge and lays the ground for true alignment with client goals.