- 787-281-8989
- 787-281-8989
About Us
Our team meets client requirements accurately and on time
What Is Telecontacto?
Telecontacto is a dynamic bilingual and bicultural CX center that has been a driving force in communications since 1995. With over 30 years of experience serving the U.S., Puerto Rico, and Latin American markets, we are proud to be the most cost-effective solution within U.S. jurisdiction.
Founded by leaders in advertising, marketing, and public communications, we specialize in building, nurturing, and enhancing customer relationships to help businesses unlock the full potential of their clients and prospects.
With multiple state-of-the-art centers in Puerto Rico and Colombia, Telecontacto provides high-quality customer service solutions for U.S. companies, offering both nearshore and offshore options. Our proven infrastructure and dedicated team consistently deliver exceptional results, not only in Puerto Rico but also across international markets, making us the ideal partner for businesses seeking cost-effective, high-performance outsourcing solutions.
Why Puerto Rico?
Puerto Rico offers a unique blend of benefits for businesses looking for high-quality, cost-effective contact center solutions within U.S. jurisdiction. Here’s why Puerto Rico stands out:
Puerto Rico offers the cost advantages of nearshore outsourcing while maintaining U.S. oversight. You can save 25-35% on average compared to mainland U.S. operations without sacrificing quality, security, or regulatory alignment.
As a U.S. territory, Puerto Rico operates under the full protection of U.S. laws and regulations, offering peace of mind regarding compliance, security, and data privacy. This ensures your business operates smoothly within U.S. legal frameworks.
English is mandatory across all educational levels in Puerto Rico’s public and private systems, resulting in a large, highly proficient bilingual workforce. This gives Puerto Rico a distinct advantage over other outsourcing locations, where language skills may not be as widely accessible or robust.
Just a short 3-hour flight from major U.S. cities, Puerto Rico offers unparalleled proximity, allowing for faster travel, real-time collaboration, and minimal time zone differences, enhancing operational efficiency and communication.
Puerto Rico’s close cultural ties to the U.S. ensure a deep understanding of U.S. customer service standards and expectations, enabling seamless integration with your business processes and enhancing customer experience.
By choosing Puerto Rico, you’re tapping into a bilingual, culturally aligned workforce that delivers cost-effective solutions within a U.S.-regulated environment—giving you the best of both worlds.
Why Telecontacto?
Expert Team
Our group of highly trained professionals is passionate and committed to the success of your campaign. Telecontacto recruits the most qualified professionals in the industry to lead each project.
Integrated Solutions
We deliver defined results at every customer touchpoint. Our technologies are top-ofthe-line, secure, and industry-compliant.
Proven Experience
With 29 years of experience, we have a successful track record in both the private and government sectors.
Business Continuity
Telecontacto has a comprehensive Business Continuity and Disaster Recovery plan. During Hurricane Maria in 2017, the worst in 100 years, we were the only Contact Center in Puerto Rico to maintain operations without interruption.
Scalable and Personalized Service
We are large enough to serve Fortune 500 companies with excellence, yet small enough to offer a boutique experience. Our top management is involved in all aspects of execution and daily operations.
The Faces Behind our Success
Meet the passionate and talented individuals who bring our vision to life every day, driving our success through innovation, dedication, and a shared commitment to excellence.
In 1995, our CEO Miguel co-founded Telecontacto, followed by expansions of operations to Bogotá, Colombia and Miami, Florida. With over 25 years of experience in communications, advertising, and direct marketing, Miguel has made significant contributions to the industry and our clients. He has been an active participant in major industry events and exhibitions across the Caribbean, United States, Latin America and Europe.
"When I want to relax, you can find me cooking my 'world famous' ribs for my loved ones and spending time with my two grandchildren… and waiting for more to come!"
Miguel Merced
President
With over 25 years of experience in the contact center industry, Ileana Agosto has successfully led the daily operations of Telecontacto for more than 18 years. A key contributor to the company's strategic plans and reviews, Ileana consistently drives improvements in productivity, quality, and customer service. By preparing and executing action plans, resolving challenges, conducting audits, and identifying emerging trends and opportunities, Ileana plays a pivotal role in shaping the company's ongoing success.
"I really enjoy my moment of artisanal creativity."
Ileana Agosto
General Manager
As the Business Development Manager for Telecontacto, Juan Antonio Díaz is an accomplished sales executive recognized for his ability to build, guide, and sustain successful sales teams. Since joining the company 7 years ago, Juan has been instrumental in expanding Telecontacto's portfolio of clients, driving substantial growth within the highly competitive contact center industries. He excels at fostering relationships with some of the world’s largest organizations, and his expertise and leadership consistently fuel business growth and success in challenging markets.
"I am a veteran golfer and boating enthusiast, balancing my professional success with a passion for outdoor activities."
Juan Antonio Díaz
Business Development Manager
Angélica Del Mar has been an integral part of Telecontacto Inc. since 2016, starting as a Customer Service Representative and quickly advancing through various roles. In 2021, after completing her bachelor's degree from the University of Puerto Rico in Rio Piedras, she was promoted to Human Resources Manager. With 8 years of experience in customer service and human resources, Angélica uses her expertise to drive employee engagement and enhance operational efficiency, contributing to the continued success of Telecontacto Inc.
"When I'm not helping our team thrive, I love discovering hidden beaches across Puerto Rico or enjoying precious moments with my family."
Angélica Del Mar Román
Human Resources Manager
Paloma Román brings over 16 years of expertise in customer service and the Life and Supplemental Insurance sectors. Since 2015, she has served as an Accounting Manager at Telecontacto, where she has successfully managed a wide range of responsibilities. Her diverse skill set and dedication to excellence make her an invaluable asset to any organization.
"I love painting and crafting, but most of all, I enjoy spending time with my son."
Paloma Del Mar Román
Accounting Manager
Damian Merced is a dynamic leader with extensive experience in strategy, financial analysis, and deal structuring. As a licensed CPA, he has demonstrated strong expertise in financial management and compliance throughout his career. After spending six years in Boston, Damian returned to PR in 2024 to take on the role of Director of Strategy at Telecontacto. Prior to this, he worked on Deal Structuring & Pricing at Accenture, handling complex business transactions. Damian also gained valuable experience at PwC, where he managed audit engagements for some of the world’s largest asset managers. His experience spans strategic planning, corporate transactions, and team leadership across both domestic and international markets.
"I'm a passionate sports enthusiast, and when not working on strategy, you can find me on the golf course! "
Damian Merced
Director of Contact Center Strategies
With over 12 years of experience at Telecontacto, Bárbara Llera has held various key positions in operations and now leads the daily operations for both Puerto Rico and U.S. accounts. Her leadership and strategic input have been instrumental in driving growth and operational efficiency. Bárbara excels in preparing and executing action plans, implementing improvements to enhance productivity, quality, and customer service standards, as well as resolving operational challenges and identifying new opportunities.
"I'm an excellent craft artist with a unique dark twist to my creations and my favorite place to be is on motorcycle. "
Bárbara Llera
Director of Operations
Lerimar Román graduated from the University of Puerto Rico in Arecibo and began her professional career at Telecontacto in 2014. This has been her first job, and she has grown significantly within the company. Lerimar started as a junior programmer and, over the years, has advanced to the position of Programming Manager. Telecontacto has been a true learning experience for her, where she has gained expertise in both programming and the management of telephone systems, specifically with PBX systems and Genesys Cloud. Her goal is to continue driving innovation at Telecontacto, using technology to optimize systems and enhance the customer experience.
"I love traveling the world to experience new adventures. Exploring different cultures and destinations fuels my creativity and passion for continuous learning."
Lerimar Román
Programming Manager
Jorge joined Telecontacto in 2018 and has held several roles in the IT department before becoming the IT Manager. With over 15 years of experience in the fields of technology and networking, he has contributed to significant transformations within the company, helping Telecontacto achieve a high standard of technological excellence. Jorge stands out for his ability to solve problems efficiently and quickly analyze issues to provide solutions that meet the needs of the situation. His leadership approach promotes teamwork, ensuring that everyone actively participates and receives the necessary support to achieve success. Jorge firmly believes in the power of collaboration and in empowering others to reach outstanding results.
"Before joining Telecontacto, I served as a police officer in Puerto Rico for 8 years."
Jorge David Flores
IT Manager
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Let’s embark on a journey of growth together!
