February 2026 – Tijuana, Mexico. Call Center Services International (CCSI) had the pleasure of hosting Call the Car, a leading transportation services company, at their CCSI Tijuana contact center for a collaborative and productive visit focused on performance, partnership, and future growth.

Key Performance Achievements Reviewed During the Visit

As part of this Call the Car partnership, the teams engaged in productive discussions and reviewed several key performance achievements. Notably, they reduced Average Handle Time (AHT) and consistently maintained a CSAT score of 4.6, meeting the goal month over month while continuing to drive ongoing improvement and operational excellence within this healthcare contact center operation.

The campaign also achieved an impressive 97% attendance rate, supported by a highly tenured agent workforce, clear indicators of a healthy work environment where employees are motivated and engaged.

Call the Car Leadership Comments on the Partnership

Michael Fell, COO for Call the Car, said: “Our partnership with CCSI has become a true extension of our operational infrastructure. What stood out during this visit was the team’s reliability and consistent performance, which help us deliver transportation as healthcare in motion and ensure our members and health plan partners receive the dependable service they rely on every day.”

How CCSI's Nearshore Model Delivers Results

CCSI is pleased to see its Nearshore contact center efforts delivering strong results, combining bilingual customer service with cost-effective operations. Through Mexico nearshore contact center outsourcing, the organization remains committed to providing exceptional customer service and non-emergency medical transportation (NEMT) support through its bilingual agents. This partnership-driven approach allows CCSI to optimize operations, maintain high-quality standards, and continue supporting Call the Car's growth with consistent, reliable performance.

Overall, the visit proved to be highly productive, offering valuable insights and takeaways for both organizations. CCSI looks forward to building on this momentum and welcoming Call the Car back for future visits.

About Call the Car

Call the Car is a Non-Emergency Medical Transportation (NEMT) company dedicated to improving access to care for Medicaid, Medicare, and managed care populations. The company partners with health plans and providers to deliver compliant, reliable, and member-centered transportation solutions. Through an integrated transportation management platform, Call the Car supports eligibility verification, scheduling, dispatch, GPS-validated trip monitoring, and audit-ready reporting. Guided by the belief that transportation is healthcare in motion, the company remains focused on reducing barriers to care while enhancing member experience and operational transparency. For more info, visit: callthecar.com

About Call Center Services International

CCSI specializes in cost-effective contact center solutions that help achieve performance goals while reducing labor and operational costs. CCSI's staffing solution is strategically located in Mexico, offering a bilingual workforce that is performance-driven and culturally aligned with the U.S. that seamlessly integrates with your operations. For more info, visit: ccsi.com