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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.
Westlake Strengthens Partnership with CCSI Celebrating Growth Across Mexico
Mexico City, December 2, 2024 – Westlake Financial continued demonstrating its confidence in Call Center Services International (CCSI) by expanding its Nearshore operations across Mexico, including Tijuana, Guadalajara, and Mexico City. The opening of a new floor at CCSI's Reforma 99 facility in Mexico City marked another milestone in the long-standing partnership between the two organizations.
Westlake Continues Its Nearshore Growth in Mexico
Westlake's continued expansion with CCSI reflected the growth of a partnership that began with the launch of its Nearshore Contact Center operations in Mexico in 2018.
By December 2024, Westlake's operation had expanded beyond its original Tijuana presence to include additional workforce capacity in Guadalajara and Mexico City, demonstrating continued investment in professional talent and Contact Center operations across Mexico.
“This progress has been made possible through the hard work and dedication of many individuals,” said Jorge Oros, President of CCSI. “We all play a critical role in ensuring our clients feel at home and part of the CCSI family. Our role as leaders is to serve and support newcomers, helping them feel welcomed and guiding them through the learning curve.”
— Jorge Oros, President of CCSI at the time
An important focus highlighted during the expansion was building client loyalty during the first 60 days of a new operation. CCSI emphasized the role of leadership, employee support, onboarding, and collaboration in helping new client teams become integrated into the organization from the beginning.
A New Floor at Reforma 99
The opening of the new R Floor at CCSI's Reforma 99 facility represented another milestone in the relationship between Westlake and CCSI and additional investment in Westlake's Nearshore operation in Mexico City.
The expansion also demonstrated the importance of giving growing teams the infrastructure, leadership support, training, and resources necessary to meet client performance expectations.
“This is a great achievement for CCSI and a strategic investment for Westlake,” Oros added. “Those of us here today are responsible for equipping our teams with the tools and resources needed to succeed. Together, we can ensure continued growth, client satisfaction, and proof that we can achieve great things.”
— Jorge Oros, President of CCSI at the time
The Mexico City expansion became another chapter in a partnership that had already grown considerably since Westlake launched its original Nearshore team with CCSI. It also demonstrated how an established client can expand across multiple locations as workforce and operational requirements evolve.
CLIENT STORY: Westlake Financial's Nearshore Growth with CCSI
About Westlake Financial
Westlake Financial is a technology-based, privately held finance company specializing in the acquisition and servicing of prime to subprime automotive retail installment contracts. The company is part of the Hankey Group of Companies and provides automotive financial services throughout the United States.
Westlake works through a nationwide network of more than 50,000 new and used automotive dealerships and provides financial products and servicing capabilities supported by technology, customer service, and operational infrastructure.
About Call Center Services International
Call Center Services International (CCSI) helps U.S. organizations establish, expand, and manage Nearshore Contact Center operations in Mexico, combining professional bilingual and bicultural talent with recruiting, training, facilities, technology infrastructure, Workforce Management, and operational support.
CCSI operates strategic Contact Center facilities in Tijuana, Mexico City, and Guadalajara, allowing clients to expand across locations according to workforce availability, capacity, infrastructure, and business requirements.
Long-term client partnerships such as Westlake Financial demonstrate how a Nearshore operation can evolve from an initial team into a larger multi-location workforce while remaining connected to the client's processes, technology, leadership, performance objectives, and Customer Experience standards.
Historical note: First published in December 2024, this article preserves the opening of a new floor supporting Westlake Financial at CCSI's Reforma 99 facility in Mexico City and the continued expansion of Westlake's Nearshore operations across Tijuana, Guadalajara, and Mexico City. Jorge Oros's original statements have been preserved exactly, while current company information and internal links have been updated where appropriate.
Originally published: December 19, 2024
Last reviewed and updated: July 25, 2026
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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.
