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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.

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4 Ways A Nearshore Contact Center Increases Performance

Nearshore Contact Center Performance

When we talk about Nearshore, many will mention its cost-saving advantage and the significant recruitment of call center agents, which are good things to consider for a contact center company.


Did you know that Nearshore can improve your contact center performance?


There are several ways Nearshore increases performance, starting with the bilingual ability of the agents, the increase in workforce capacity you can achieve, the expertise they have, and the low turnover rates they manage. Are you not convinced yet? Keep reading.

Bilingual and Bicultural Service

You might already know that one of the more significant advantages of Nearshore is the agents’ English skills and their cultural alignment with the United States. These characteristics let them perform as well as your U.S. team and sometimes even better. But there is another big opportunity when talking about a bilingual contact center service. The agents can answer calls both in Spanish and English. It can reduce your call transfers, increase your First Contact Resolution rate and, as a result, improve your performance.

And there’s more: you can obtain more coverage of the Hispanic market, which is prominent in America. Nearshore agents can quickly build rapport with both American and Latin American customers.


Learn more about this topic: Why U.S. Contact Centers Should Have Bilingual Agents


Increase Agent Capacity

You might need to increase your agent capacity to reduce customer waiting time, or work more accounts, or get more leads and close sales. But growing your agent capacity in America can be costly, not only because of the agents’ salary but building space, equipment, etc. In other cases, it might just be difficult to recruit more agents.

Nearshore can help you expand your team at almost 50% of the cost with a minimum investment, and you will have access to a bigger recruitment pool. You will be able to work on those things you currently cannot or boost your engine with more high-performing agents, and by this way, increase your performance.


Nearshore Or In-House? Which One Is A Good Fit for Your Call Center


Nearshore Expertise

We group a couple of things here; one is the agents’ expertise. In several Nearshore regions, you can find many contact centers and it is common to recruit agents that already have experience working in a contact center. In addition, there’s the educational level in the region; for example, more than 50% of people in Mexico have finished basic education. It’s also important to mention that thanks to the big recruitment pool, Nearshore contact centers can choose the right people for your team.

The second point is the expertise of the managers and staff in general. A Nearshore contact center works with several clients that can have similar processes as yours. Managers gain experience working with other clients and can provide that expertise to your operation to increase performance.

Low Turnover Rate

A contact center job in the U.S. is perceived differently than in Latin America. In Mexico, for instance, there are a lot of manufacturing jobs that can be dirty, dangerous, and low paying. When people compare them with contact center jobs, which have much better work conditions, they choose to stay in their call center job.

Another reason for the low turnover rate in Nearshore contact centers is that agents can make a career. They start as an agent, then move to be a supervisor, then a manager or promoted to administrative positions.

Thanks to the rapid growth of these centers, there are many opportunities to grow. But how can a low turnover rate increase your performance? You must know by now that a newly hired agent will perform poorly in their first weeks, and it can take up to 6 months to give the level of productivity of your past agent. Therefore, if you reduce your turnover rate, you will get better performance.


Read: Why Attrition In The Call Center Costs More Than You Think


Now when you think of nearshoring, you will not be thinking only about cost, but also the opportunity of increasing your performance considerably, and even more if you are already offshoring.


Read: 6 Signs That You Should Stop Offshoring & Start Nearshoring


Call Center Services International helps you establish a Nearshore contact center in Mexico. We build your team with talented bilingual and bicultural agents and experienced managers, and we are proud to say that we have a low turnover rate. Contact us to learn more.