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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’s VP of Operations to Speak at Call Center Week LatAm
In January 2017, Call Center Services International (CCSI) announced that Jorge Oros, who served at the time as VP of Operations for CCSI and President of the Baja Contact Center Cluster, would participate as a speaker at the 2017 IQPC Call Center Week Conference & Expo | Latin America in New Orleans, Louisiana.
- CCSI at Call Center Week LatAm 2017
- Nearshore Advantages of the Baja Region
- An Extension of the U.S. Operation
- About the Baja Contact Center Cluster
CCSI at Call Center Week LatAm 2017
The 2017 IQPC Call Center Week Conference & Expo | Latin America brought contact center professionals together in New Orleans to exchange ideas, discuss industry trends, and explore strategies for improving customer service and contact center performance.
Jorge Oros represented CCSI and the Baja Contact Center Cluster with a presentation titled “Nearshore Advantages of the Baja Region.”
The original event announcement listed Oros' presentation for 2:00 p.m. on Day 3 of the conference at the Sheraton New Orleans Hotel.
CCSI viewed the event as an opportunity to share its experience establishing contact center operations in Baja California, promote the region to international businesses, learn from other industry professionals, and connect with contact center organizations from around the world.
Attendees interested in establishing a nearshore operation were also invited to meet the Baja Contact Center Cluster team at Booth #509 during the event.
Nearshore Advantages of the Baja Region
At the time of the conference, CCSI and the Baja Contact Center Cluster highlighted several advantages that made Baja California attractive to U.S. companies evaluating nearshore contact center operations:
- Located minutes from San Diego, California
- Potential labor and overhead cost reductions of 50% to 70%, as presented at the time
- Bilingual capability in English and Spanish
- Availability of skilled personnel
- Cultural alignment with U.S. consumers
- Professional facilities and IT infrastructure
Baja California's proximity to the United States was particularly important because it allowed U.S.-based companies to maintain a high level of involvement with their Mexico operations while gaining access to a bilingual and bicultural workforce.
Learn more about CCSI's current bilingual and bicultural agents and the advantages of operating a nearshore contact center in Tijuana.
An Extension of the U.S. Operation
One of the central messages CCSI presented at the conference was that its nearshore model was designed to operate as an extension of the client's existing U.S. contact center rather than as a completely separate outsourced operation.
“This is not outsourcing; rather, your Baja Center becomes an extension of your existing operation and is managed by your U.S. team.”
This approach allowed client organizations to maintain control over key areas such as:
- Agents and staffing requirements
- Training and procedures
- Operational protocols
- Technology and systems
- Performance measurement
- Management and quality standards
CCSI supported the Mexico operation with the local infrastructure, staffing, administrative resources, and operating framework required to establish and maintain the center.
This operating concept remains central to CCSI's Turnkey Nearshore Contact Center Program.
About the Baja Contact Center Cluster
At the time of the event, the Baja Contact Center Cluster was a formally established nonprofit organization bringing together companies and organizations working to develop the contact center sector in Baja California, Mexico.
The organization promoted the region's professional bilingual workforce, cultural alignment with North America, strategic proximity to the U.S. border, competitive operating environment, and contact center infrastructure.
These characteristics helped position Baja California as an attractive nearshore location for U.S. companies looking to establish business operations in Mexico.
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 provides the infrastructure and administrative support required to help clients expand their operations in Mexico while maintaining control over their workforce, processes, training, technology, compliance, and performance standards.
With strategic locations in Mexico and close access to the United States, CCSI helps organizations build scalable nearshore operations supported by professional bilingual and bicultural teams.
Explore CCSI's Nearshore Contact Center Advantages
Historical note: This article documents CCSI's participation in the 2017 IQPC Call Center Week Conference & Expo | Latin America. Event dates, booth numbers, executive titles, cost-saving estimates, and other details reflect information presented at the time of the original publication and should not be interpreted as current event or pricing information.
Originally published: January 6, 2017
Last reviewed and updated: July 25, 2026
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