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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
CCSI Presents Nearshore Contact Center Advantages At SOCAP San Diego Event
On May 17, 2017, Call Center Services International (CCSI) participated in the SOCAP International Southwest Regional Chapter event at Petco Park in San Diego, where CCSI presented the strategic advantages of establishing a nearshore contact center operation in Mexico.
CCSI Presents the Nearshore Advantage
Frank Esparza, who served as VP of Sales & Marketing for CCSI at the time, took the opportunity to give attendees insights into the strategic advantages of establishing a nearshore contact center in Mexico.
During the presentation, Esparza explained how CCSI's nearshore model could help U.S. companies increase agent capacity, create geographic redundancy, improve operational performance, and reduce overhead costs.
A key part of the model was proximity. CCSI's Tijuana contact center operations are located immediately across the U.S.-Mexico border from San Diego, providing U.S. companies with convenient access to their Mexico-based teams.
The nearshore strategy also combines geographic proximity with access to bilingual and bicultural call center agents, professional infrastructure, compatible business hours, and greater accessibility for U.S.-based management teams.
Supporting Capacity and Business Continuity
The presentation also highlighted the ability to use a nearshore location to expand agent capacity and provide additional operational redundancy.
For companies operating customer service or support teams in the United States, adding a second location in Mexico can provide additional workforce capacity while allowing the nearshore operation to remain closely connected to the existing U.S. organization.
CCSI's model allows companies to operate within established contact center facilities in Mexico while maintaining close involvement in processes, training, technology, quality standards, and performance.
Related Reading: Explore the Benefits of Nearshore Call Centers
A Customer Experience-Focused Event
In addition to presenting during the event, CCSI was one of its major sponsors.
The SOCAP Southwest Regional Chapter program provided attendees with an opportunity to explore approaches to improving customer experience (CX) and creating stronger relationships between companies and their customers.
Jeofrey Bean, author of Customer Experience Rules! and The Customer Experience Revolution, delivered a keynote presentation focused on what organizations ranging from startups to large corporations could learn from companies recognized for strong customer experiences.
Bean followed the keynote with a workshop examining best practices and organizational culture related to customer experience.
Customer Experience Begins With People
The themes discussed during the event remain closely connected to the way contact centers operate. Technology, processes, and metrics are important, but customer experience is ultimately influenced by the people interacting with customers every day.
CCSI's approach to nearshore customer service combines bilingual talent with training, supervision, quality assurance, infrastructure, and operational support.
Building an environment where employees can deliver strong customer interactions is also central to CCSI's company culture, including employee development, leadership opportunities, and creating stable teams for clients.
Petco Park Experience
After the keynote presentation and workshop, attendees participated in a tour of Petco Park and attended the San Diego Padres vs. Milwaukee Brewers baseball game.
About SOCAP International
Founded in 1973, the Society of Consumer Affairs Professionals in Business, also known as SOCAP International, is a member-driven professional association serving the customer care and customer experience community.
SOCAP supports collaboration, professional development, knowledge sharing, networking, and industry programs designed to help organizations strengthen customer engagement and customer experience.
Visit the SOCAP International official website for current information about the organization.
About Call Center Services International
Call Center Services International (CCSI) helps U.S. companies establish and manage high-performance bilingual nearshore contact centers in Mexico.
CCSI combines professional contact center facilities, bilingual and bicultural talent, technology infrastructure, administrative support, quality assurance, and operational resources to help clients expand their contact center capacity.
Our nearshore model allows U.S. organizations to take advantage of Mexico's proximity, workforce, infrastructure, and operating environment while maintaining close involvement in their contact center operations.
Explore the Advantages of a Nearshore Contact Center in Mexico
Historical note: This article documents CCSI's participation and sponsorship at the SOCAP International Southwest Regional Chapter event held at Petco Park in San Diego on May 17, 2017. Employee titles, event programming, presentations, and organizational details reflect the circumstances at the time. Current information about CCSI and SOCAP is available through the linked pages above.
Originally published: May 22, 2017
Last reviewed and updated: July 25, 2026
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