NEWS - Call Center Insights
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
Call the Car and CCSI Strengthen Nearshore Partnership During Strategic Visit to Tijuana
February 2026 – Tijuana, Mexico. Call Center Services International (CCSI) had the pleasure of hosting Call the Car, a leading healthcare transportation services company, at its 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 the Call the Car partnership, the teams engaged in productive discussions and reviewed several key performance achievements. At the time of the visit, the operation had 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 reported a 97% attendance rate, supported by a highly tenured agent workforce. These results reflected strong employee engagement, workforce stability, and consistent operational performance during the period reviewed with the client.
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.”
— Michael Fell, COO, Call the Car
How CCSI's Nearshore Model Delivers Results
CCSI is pleased to see its Nearshore Contact Center efforts delivering strong results by combining bilingual customer service with cost-effective operations.
Through Nearshore Contact Center outsourcing in Mexico, CCSI remains committed to providing customer service and Non-Emergency Medical Transportation (NEMT) support through professional bilingual and bicultural agents.
This partnership-driven approach allows CCSI to support operational efficiency, maintain service-quality standards, and continue supporting Call the Car's growth with consistent and 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 continuing its collaboration with Call the Car.
About Call the Car
Call the Car is a Non-Emergency Medical Transportation (NEMT) company dedicated to improving access to care for Medicaid, Medicare, managed care, and other healthcare populations.
The company partners with health plans and healthcare organizations to provide transportation services supported by technology for scheduling, coordination, trip monitoring, and operational reporting. Its services include Non-Emergency Medical Transportation, Non-Medical Transportation, and related transportation support designed to improve access to healthcare.
Guided by the belief that transportation is healthcare in motion, Call the Car focuses on reducing transportation barriers while supporting member experience, reliability, and access to care.
About Call Center Services International
Call Center Services International (CCSI) helps U.S. organizations establish and manage Nearshore Contact Center operations in Mexico, combining professional bilingual and bicultural talent with recruiting, training, facilities, technology infrastructure, Workforce Management, Quality Assurance, and operational support.
CCSI provides specialized Healthcare Customer Support Services, including patient enrollment, appointment and transportation coordination, billing and collections, medical device Technical Support, and patient communications.
With Contact Center operations in Tijuana, Mexico City, and Guadalajara, CCSI helps U.S. organizations expand workforce capacity while maintaining close alignment with their processes, training, technology, performance objectives, and Customer Experience standards.
Originally published: March 12, 2026
Last reviewed and updated: July 25, 2026
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