How Westlake Auto Finance Scales with CCSI’s Nearshore Staffing & AI Call Center Solutions

Call Center Services International (CCSI) is proud to reaffirm its steady partnership with Westlake Financial Services, a leading auto finance company. Over the past eight years, this alliance has evolved into a reliable, scalable, and results-driven relationship that continues to grow, emphasizing operational stability and mutual trust.

Expanding Operations Across Mexico Call Center Locations

CCSI has supported Westlake's growth by enabling expansion across multiple lines of business, including loan servicing, customer service, and specialized collections call center operations. Through three Mexico contact center sites in Tijuana, Mexico City, and Guadalajara, CCSI provides operational redundancy and enhanced business continuity.

This strengthened operational presence directly supports Westlake's ongoing growth while maintaining a consistent service experience. As a nearshore staffing provider, CCSI’s teams in Mexico have demonstrated healthy attendance, low turnover, and high KPIs, reflecting CCSI's unwavering commitment to quality, talent development, and strategic alignment.

Combining Human Talent with an AI-Powered Call Center Model

As part of its continued focus on innovation and operational efficiency, Westlake integrated AI call center automation solutions to enhance performance.

• AI Agents: Expanded outreach and maximized customer contact by delivering higher Right Party Contact (RPC) rates.
• AI-Driven QA Monitoring: Increased reach and consistency through broader interaction auditing, driving measurable improvements in overall call quality.

This hybrid model combines the strengths of automation and human expertise. While AI-driven outreach achieved an 82.5% RPC rate, live agents delivered 33% higher Promise-to-Pay (PTP) kept rates, demonstrating the value of human expertise in negotiation, relationship building, and commitment conversion.

These results highlight the complementary role of technology and agent-led engagement in driving customer outcomes.

According to Westlake’s leadership, this hybrid approach has supported strategic growth objectives across its Mexico operations.

“Our partnership with CCSI has enabled us to scale with confidence across Mexico. Their teams deliver consistent performance, operational reliability, and a fully integrated extension of our organization. As we continue to grow, CCSI remains a key partner in strengthening our capabilities and delivering better service to our customers.” — Brian Renfro, Executive VP of Servicing at Westlake Financial

The Future of Contact Center Outsourcing

Looking ahead, CCSI reaffirms its commitment to supporting Westlake’s vision, advancing its expansion initiatives, and maintaining the high standard of operational excellence that has defined this cross-border partnership for nearly a decade. For companies evaluating contact center outsourcing, the CCSI-Westlake alliance demonstrates how nearshore teams combined with AI technology can support growth across multiple servicing functions while maintaining operational continuity.

About Westlake Financial Services

Westlake Financial is a technology-based, privately held finance company that specializes in the acquisition and servicing of prime to subprime automotive retail installment contracts. Headquartered in Southern California, Westlake finances contracts through a network of over 50,000 new and used car dealerships throughout the United States.

About Call Center Services International

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, culturally aligned with the U.S., and seamlessly integrated with client operations.