Call Center Industry In Baja Grows A Record 150%

In 2016, the Baja Contact Center Cluster, an organization representing service-sector companies operating through contact centers, reported significant growth in Baja California's call center industry. At the time, the organization reported average growth of approximately 150% between 2015 and 2016, with projections indicating that expansion would continue through the end of that year.

• Call Center Growth in Baja California
• Bilingual and Bicultural Workforce
• Baja California's Geographic Advantage
• Cross-Border Experience and Employment
• Growing Investment in the Region

Call Center Growth in Baja California

At the time of the report, 55 call centers were established in the Baja California region, with an average of approximately 150 employees per operation. The industry provided employment opportunities for young professionals beginning at age 18, as well as Mexican citizens who had returned to Mexico after living in the United States and were rebuilding their lives in the region.

Jorge Oros, who served at the time as President of the Baja Contact Center Cluster and Vice President of Operations at Call Center Services International (CCSI), said the growth being experienced by businesses in the industry reached approximately 150%, with contact centers supporting sectors including hospitality, telecommunications, financial services, and others.

Bilingual and Bicultural Workforce

Oros explained that several factors contributed to the industry's expansion, including the English-language skills of the local workforce and Baja California's cultural alignment with the United States.

“The quality level we have here in the region is quite high, unlike other countries considered nearshore, like Costa Rica, Guatemala and El Salvador.”

— Jorge Oros, President of the Baja Contact Center Cluster and VP of Operations at CCSI at the time

The combination of English proficiency and familiarity with U.S. culture represented an important advantage for contact centers serving North American customers.

This bilingual and bicultural workforce continues to be an important part of CCSI's nearshore operating model. Learn more about CCSI's bilingual call center agents.

Baja California's Geographic Advantage

In addition to workforce capabilities, the proximity of Baja California to the United States was identified as another major competitive advantage.

Compared with more distant offshore destinations such as the Philippines and India, Baja California allowed U.S.-based organizations to establish international operations while remaining geographically close to their contact center teams.

For companies based in Southern California in particular, Tijuana's location immediately across the U.S.-Mexico border offered convenient access to nearshore operations, compatible business hours, and close communication between U.S. and Mexico-based teams.

Learn more about CCSI's contact center operations in Tijuana.

Cross-Border Experience and Employment

Another factor influencing the development of the industry at the time was migration between the United States and Mexico.

The original report specifically highlighted Mexican citizens who had been deported or returned from the United States after spending significant portions of their lives there. Many brought fluent English-language skills and familiarity with U.S. culture, providing them with abilities that could translate effectively into customer service and contact center positions.

For some returning Mexican citizens, the growing contact center industry provided access to formal employment and an opportunity to use the language and cultural experience they had developed while living in the United States.

Growing Investment in the Region

Oros also noted that the success of established companies was helping create additional interest in Baja California as a destination for contact center investment.

“This growth is reflected in successful companies that are expanding in the Baja region and that are opening space for other call center companies to come invest in the state.”

— Jorge Oros

He explained that Tijuana and Baja California had not previously stood out as prominently within the global contact center industry, but successful operations in the region were beginning to attract the attention of additional companies.

“Tijuana and Baja California did not previously stand out in the global scene, but the reason other companies are coming here is because of the success that businesses are showing.”

— Jorge Oros

According to the report, investment was coming from international companies, while some organizations already operating in Mexico were also expanding or relocating operations from markets such as Mexico City and Monterrey to Baja California.

Source: El Sol de Tijuana.

Learn More About the Advantages of Call Centers in Mexico

Historical note: This article reports on the growth of Baja California's contact center industry as described by the Baja Contact Center Cluster in 2016. Growth percentages, the number of contact centers, workforce figures, executive titles, and investment observations reflect conditions reported at that time and should not be interpreted as current industry statistics.

Originally published: October 3, 2016
Last reviewed and updated: July 25, 2026