Celebrating Redial BPO’s 9th Anniversary: Nine Years of Growth, People, and Purpose

Nine years is a long time in any industry, but in the world of multishore BPO outsourcing, it represents something truly remarkable. Redial BPO’s 9th Anniversary is not just a number on a calendar. It is a testament to the grit, creativity, and genuine care that every single one of our Redialers brings to work each day. As one of the founders, I have been part of this journey since day one, and I can tell you without hesitation: the best is still ahead of us.

Redial BPO’s 9th Anniversary and Where It All Started

Every great company has an original story, and ours is one I never get tired of telling. When my brother Chris and I founded Redial BPO, the vision was clear and ambitious: to build a full-service multishore BPO that prioritized real people, real results, and real relationships with clients. I brought over a decade of hands-on experience in call center management and business development, and that foundation became the backbone of everything we built.

The early days were not glamorous. Like most startups, we were resourceful, scrappy, and powered by belief in what we were building. We set up shop in Tijuana, Mexico, a strategic location that allowed us to offer cost-effective, high-quality service to U.S. clients while tapping into a talented, bilingual workforce. There was no massive office, no flashy branding. Just a team of dedicated people committed to proving that BPO outsourcing could be done differently and done better.

The People Who Built Redial BPO Into What It Is Today

If there is one thing that has defined our first nine years, it is the extraordinary people who chose to grow with us, and who stuck around through every high and every hardship along the way.

I want to start with the people who were in the trenches from day one. The ones who hopped on this rocket ride when it was just an idea, and who have seen every version of Redial from scrappy startup to global operation. People like Diego, Yessica, Angel, Ricardo, Xavier, Edmundo, Mayra, Mary, Santos, Abhram, and Melannie, and so many more. These individuals have carried Redial through organic growth, unexpected pivots, hard conversations, and genuine breakthroughs. They absorbed the stress, rose to every challenge, and kept showing up. Redial exists the way it does today because of them.

And I cannot talk about our people without giving a special nod to the team that built our South Africa site from the ground up. When we made the decision to expand into Johannesburg, it was a bold move. The ones who made it real were people like Shoana, Lerato, Kiandren, Sphio, and Kabir in IT, who rolled up their sleeves and got that site operational within the last three-plus years. They did not just open an office. They planted Redial’s flag on a new continent and proved our culture could travel.

More recently, our leadership team has grown with outstanding talent: Elder Gonzalez, our VP of Client Services, whose background spans contact center BPO operations across e-commerce, healthcare, retail, and finance; Michelle Castillo, our EVP of Operations, with 25-plus years of global experience; and Jarred Cook, our EVP of Finance, who joined within the last seven months and is already aligning our entire organization around sustainable growth. Every chapter of Redial has been defined by the right people showing up at the right time.

From Tijuana to Johannesburg: Redial BPO’s Global Reach at Nine Years

One of the things that makes Redial BPO’s 9th Anniversary so meaningful to me personally is seeing just how far we have grown geographically. What started as a single operation in Tijuana now spans onshore, nearshore, and offshore sites across four countries, serving clients across a wide range of industries through our Follow-The-Sun Model.

Today, Redial BPO operates out of Tijuana Centro, Tijuana Rio, Mexicali, South Africa (Roodepoort, Johannesburg area), and Manila in the Philippines. Each location brings its own strengths, its own culture, and its own incredible team. And each one is a living proof of our mission: to enhance value for our clients, our Redialers, and the communities around us.

This anniversary deserved a celebration as big as the team that made it possible, and that is exactly what we delivered. Across every one of our locations, our Redialers came together to mark nine years of shared dedication.

In Tijuana, both our Centro and Rio sites hosted vibrant in-office celebrations filled with great food, music, and genuine joy. These two locations are the heart of Redial, home to many of our longest-tenured team members. Seeing everyone come together, from new hires to people who have been with us since the early days, was one of the most meaningful moments in nine years of building this company. The energy in those rooms was a direct reflection of the culture Chris and I set out to build from day one. And those rooms have seen a lot.

In our earlier days, we had the FIFA World Cup games playing across the operation and ran full tournament brackets inside our teams. Pure chaos, pure fun, and exactly the kind of thing that turns coworkers into a community.

That spirit of celebration has only grown. Our annual Christmas parties, where we open the doors and invite our Redialers’ families to join us, have become one of the traditions we are most proud of. To our knowledge, we are the only call center that does this, and we would not have it any other way.

In Mexicali, the celebration was equally spirited. Our team there has grown significantly in recent years, and the 9th anniversary gave us a perfect opportunity to recognize their contributions and reinforce the strong community we have built in that city.

And then there is Johannesburg. Our South Africa team, based in the Constantia Kloof area of Roodepoort, brought an incredible amount of energy and passion to the celebration. Watching our South African Redialers come together with the same pride and enthusiasm as our teams in Mexico was something I genuinely did not take for granted.

When we made the decision to expand into South Africa, this is exactly what we were betting on. It confirmed that Redial BPO is not just a company, it is a global community.

And in Manila, our newest team is already showing everything that makes Redial who we are. The Philippines site is still finding its footing as part of the Redial family, but the energy and commitment there on anniversary day made one thing clear: the culture travels.

Watching a brand-new team celebrate with the same heart as our teams in Tijuana and Johannesburg is exactly the kind of moment that makes you remember why you built this company in the first place.

And beyond the celebrations inside our walls, Redial has made a point of giving back to the communities outside them. Over the years, we have donated furniture and old computers to orphanages and schools, putting equipment to work where it can make a real difference.

Our Pawlentine events have raised donations for local veterinary clinics, because caring about the community around us is not a one-time gesture. It is part of who we are. Nine years in, that commitment has never been stronger.

Nine Years of Proof: What Makes Redial BPO Different

I get asked often what makes Redial different from other call center outsourcing providers. After nine years, my answer is still the same: it comes down to our values. Reliability, Empowerment, Determination, Integrity, Authenticity, and Loyalty are not words we put on a wall. They drive every decision we make, from how we onboard a new client to how we support a Redialer through a tough week.

Our commitment to socially responsible outsourcing also sets us apart. We provide opportunities to individuals who might otherwise have limited access to formal employment, including U.S. expatriates. That is something we are genuinely proud of. Doing good and doing great work are not mutually exclusive at Redial, they are the same thing.

Looking Ahead: What Year Ten Means for Redial BPO

Celebrating Redial BPO’s 9th Anniversary is not only a moment of celebration. It is a moment of clarity. And the clearest thing on the horizon right now is AI.

The reality is that AI can now handle a major portion of customer service interactions, and that share is only growing. But this is easy to misread. It does not mean customer service is going away. It means the way these teams are structured is changing, and the companies that understand that distinction are the ones that will come out ahead.

At Redial, we are not afraid of that conversation (take, for example, Elder’s presentation at CCW 2026 about AI in the Contact Center). In fact, we think it is the most important one in our industry right now. Nine years of growth has taught us one thing above all else: the ability to adapt is not a strategy, it is a survival skill. We expanded from one city to four countries. We built teams across cultures, time zones, and continents. We weathered global disruptions and kept growing. Adapting to new realities is genuinely in our DNA.

AI is a bigger shift than most. But history gives us perspective. The calculator did not replace mathematicians. It made them faster, more precise, and capable of solving problems that were previously out of reach. AI will do the same thing for the people behind the services we provide. It will handle the repetitive, high-volume layer of interactions so that our agents can do what technology genuinely cannot: bring empathy, judgment, and real problem-solving to the moments that matter most.

And it is not just customer-facing work where AI is making a difference. At Redial, we are already using AI to strengthen our own operations, from how we monitor quality and manage workflows to how we train our teams and surface insights for clients. AI is making us sharper, faster, and more consistent across every layer of what we do. That is the part of this story that does not get told enough: the same technology reshaping the front line is also raising the floor on operational excellence behind it. We embrace that. Both sides of it.

That is what year ten looks like for Redial. We are expanding our customer service, tech support, and back office support capabilities. We are investing in our people, our technology, and our processes. And we are doubling down on the relationships that have brought us this far. We are also accelerating our investment in AI-powered automation and workflow technology, building tools that let our agents focus on what humans do best while technology handles the rest. The goal is not to automate humanity out of customer service. It is to use AI to make the human side of what we do more accessible, more effective, and more valuable for every client and every customer we serve. That is a win for our clients. A win for the businesses they serve. And a win for the Redialers who show up every day ready to do the work. Year ten is going to be our biggest yet, and I mean that in every sense of the word.

Stay Connected with Redial BPO

Want to keep up with everything Redial BPO is doing as we head into our tenth year? From industry insights to company news, client success stories, and more, our blog is the place to be. Visit us at redialbpo.com/blog and follow along as we continue to grow, innovate, and make a real difference for our clients and our communities. We would love for you to be part of this next chapter.

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Jason Heil

I’m Jason Heil, CEO, father, golf enthusiast, and believer in fun, hard, and responsible work. I lead Redial BPO with passion for culture, CX innovation, and team empowerment. Writing helps me share what drives us: building great experiences through great people, every single day.