Wakefield & Associates Celebrates 9 Years of Nearshore Success in Mexico

March 2025 — Wakefield & Associates celebrated the ninth anniversary of its Nearshore Debt Collection operation in Mexico with Call Center Services International (CCSI). The milestone recognized nearly a decade of partnership, continued operational growth, and the performance of the Mexico-based collection team.

Nine Years of Nearshore Debt Collection Success

Wakefield & Associates partnered with CCSI in 2016 to establish a Nearshore Collection Center in Mexico and expand its collection capacity through access to professional bilingual and bicultural agents.

Over the years, the operation grew into an important extension of Wakefield's U.S. organization, supported by CCSI's recruiting, training, leadership, infrastructure, and Nearshore operations in Tijuana.

The ninth-anniversary celebration recognized the people behind that growth and highlighted the importance of the Mexico team to Wakefield's continued collection performance.

“It's been an amazing partnership, and it's going to keep going for many years. Thank you from the bottom of our hearts for everything that you are doing. You're just simply outstanding.”

— Kevan Umberfield, Senior Vice President of Operations at the time

The partnership has historically focused on expanding workforce capacity while maintaining close alignment with Wakefield's existing processes, technology, coaching, compliance requirements, and performance expectations.

CCSI's Wakefield client story documents several previous milestones achieved by the Mexico team, including reaching $1 million in monthly collections in 2017, more than $2 million in 2019, and $3 million in 2021.

Recognizing the Wakefield Mexico Team

A key part of the partnership has been the development of a professional, bilingual, bicultural, and performance-driven workforce capable of supporting U.S. collection operations from Mexico.

During the anniversary event, Wakefield executives recognized employees for achievements including Top Collectors, Attendance, and Best Spirit, reinforcing the contribution of individual agents and teams to the operation's long-term success.

“You guys are a critical part of the team. We are so glad you are a part of our team,” said Steven L. Sims, Collection Operations Director.

— Steven L. Sims, Collection Operations Director at the time

Recognition and professional development are important components of building workforce stability in a Contact Center environment. CCSI's broader company culture emphasizes employee development, teamwork, recognition, communication, and opportunities for advancement.

For long-term client programs, this workforce stability can help preserve operational knowledge, strengthen team experience, and provide clients with greater continuity as their Nearshore operations expand.

A Long-Term Nearshore Partnership

The ninth anniversary represented more than the passage of time. It reflected the development of a long-term operating relationship in which Wakefield was able to expand its U.S. collections workforce through a dedicated team in Mexico.

Nearshore operations can provide collection organizations with access to additional agent capacity, geographic proximity to the United States, bilingual talent, and potential labor and operating cost efficiencies while maintaining close involvement in day-to-day management.

For organizations evaluating this model, CCSI provides Nearshore Debt Collection services supported by professional agents, recruiting, training, Quality Assurance, technology infrastructure, Workforce Management, and operational support.

CCSI and Wakefield have also historically participated in ACA International, providing access to industry education, compliance resources, training, and debt collection best practices. CCSI's current Debt Collection offering continues to emphasize professional bilingual and bicultural collection agents and alignment with client compliance and performance requirements.

Historical note: First published in March 2025, this article preserves Wakefield & Associates' ninth-anniversary celebration of its Nearshore Debt Collection operation in Mexico, including the original recognition of Top Collectors, Attendance, and Best Spirit and the statements from Kevan Umberfield and Steven L. Sims. Current company information, internal links, and supporting context about CCSI's Nearshore Debt Collection services have been updated while preserving the original milestone.

Originally published: March 30, 2025
Last reviewed and updated: July 25, 2026