Incall Sudamerica Contact Center

## Incall Sudamerica Contact Center

Incall Sudamerica is a Lima-based contact center and BPO provider operating from its own platform ("plataforma propia") at Avenida Brasil 3302, third floor. The company positions itself around inbound and outbound call handling, telesales, collections, and back-office support, with Spanish as the working language. Their phone number is a Lima landline (+51 1 3704115), which confirms the Peru delivery base.

The company is small enough that its website is light on hard numbers, but the service lines are clearly defined. Here is what they actually offer.

### Service Lines

**Customer Service (Atención al Cliente)** is their stated core. They handle inbound calls using what they describe as the latest technology and infrastructure to meet quality standards in end-customer interactions. The pitch centers on agent immersion in the client's brand philosophy, policies, and management style. That framing matters: it suggests they are positioning for dedicated or semi-dedicated teams rather than shared agent pools.

**Telesales (Televentas)** is the second major service. They describe continuous agent training as the mechanism for hitting conversion ratios, with an emphasis on data security around client databases. For a buyer, that last point is worth probing directly: ask what data handling protocols are actually in place, how agent access to CRM or contact lists is controlled, and whether any formal certification covers data protection.

**Collections (Cobranzas)** is a meaningful differentiator in the Latin American market. Incall Sudamerica offers both outbound calls and what they call a multichannel collections approach. They claim real-time client access to their systems and continuous database updates. Collections is a process-intensive service, and buyers should verify the actual dialing platform, the escalation workflow for disputed accounts, and how recovery rates are tracked and reported. "Access in real time" is a promising claim, but the reporting format and depth of that dashboard need to be confirmed on a call.

**Back Office** rounds out the portfolio. Their back-office offering is described primarily as technical support to end users, with agents trained for resolution within standard timeframes and continuous process improvement. This is fairly narrow back-office work. It does not appear to cover finance, accounting, or document processing, so do not assume breadth beyond technical and operational support tasks.

### Who They Fit

The profile here is a Spanish-language business or brand that needs Lima-based delivery for customer-facing or collections work, wants a dedicated team approach, and is not yet large enough to justify a top-tier regional BPO. Incall Sudamerica is competing on personalization and stability of staff rather than headcount or technology ecosystem. That is a coherent positioning for small and mid-sized clients in Peru or Spanish-speaking markets more broadly.

They mention a client roster on the site but do not name specific companies publicly. That is common for smaller operators, but a buyer should ask for anonymized case studies or reference contacts who can speak to actual collections recovery rates or telesales conversion performance.

### Delivery Model and Practical Details

They operate from a single Lima location with their own platform infrastructure. Timezone is Peru Standard Time (UTC-5), which gives reasonable overlap with US Eastern hours and good overlap with other South American buyers. The working language is Spanish. There is no evidence of English-language capability, so if bilingual support is a requirement, confirm that before proceeding.

Pricing model and minimum engagement are not published. For a contact center of this profile and region, I would expect per-seat or per-hour pricing. A realistic nearshore Latin America range for Spanish-language outbound or collections work runs roughly $10 to $18 per agent hour depending on complexity, team size, and whether the engagement is dedicated or blended. Incall Sudamerica's actual rates need to be confirmed directly, but do not expect enterprise-level pricing.

### Compliance and Data Security

The site mentions data security in the context of telesales and database handling, and references quality guarantees and continuous improvement processes. However, there is no mention of ISO 27001, PCI DSS, SOC 2, or any other named certification. For collections work in particular, where agents access personal financial data and contact databases, that gap matters. Ask directly what data handling standards they follow, whether they have any third-party audit or certification, and how agent access to client systems is logged and controlled.

### Editor's Take

Incall Sudamerica looks like a small, domestically focused Lima contact center that competes on agent stability and client-embedded team culture rather than scale or technology breadth. That is not a knock. Some buyers, especially regional businesses or brands entering Peru that want a committed small team rather than a seat in a large blended call center, will find that a better fit than a 5,000-seat regional giant.

The things I would verify on a first call: actual headcount and agent turnover rates ("stable team" is a claim, not a metric), the dialing and CRM platform they use for outbound and collections, how QA is done (who reviews calls, what percentage, what the error threshold is), and the reporting format they deliver to clients. The real-time system access claim for collections is worth probing in a demo. If they can show you a live client dashboard, that tells you more than any SLA statement on a website.

I would not go into this vendor expecting multilingual capability, large-scale ramp, or formal compliance certifications. But for a focused Spanish-language engagement in Peru, with collections or telesales as the primary use case, they are worth a conversation if the team model fits your volume.