WAKEFIELD & ASSOCIATES

By establishing a call center in Mexico, Wakefield gained access to a bilingual, high-performing, and highly motivated workforce. The center’s proximity to the United States gives agents a strong understanding of American culture and everyday life, enabling them to build rapport, empathize with customers, and negotiate more effectively.

"Last year was a challenging year, but you showed up and exceeded every expectation. We achieved our best collections performance ever, improving month after month, and it's all thanks to your hard work and dedication."

— Luis Navarro, Operations Manager

Due to its significant growth, Wakefield & Associates Inc., a leading collection agency with operations throughout North America, established a nearshore debt collection center in Baja California, Mexico—just minutes from the San Diego border—to support its continued business expansion and long-term success.

In August 2017, Wakefield & Associates’ nearshore debt collection team reached a major company milestone by surpassing $1 million in gross collections during a single month.

"I am very excited to announce that the Baja Collections Team for Wakefield & Associates exceeded $1 million in gross collections during the month of August 2017."

— Corrie M. Braafhart, Director of Collections, Wakefield & Associates

Wakefield & Associates partnered with Call Center Services International (CCSI) in 2016 to establish its nearshore collections center in Mexico. The partnership provided access to a bilingual workforce with a deep understanding of U.S. consumers, helping the company achieve exceptional collections performance.

Ms. Braafhart recognized the Baja California team for its dedication and outstanding results:

"This accomplishment reflects the hard work, continued growth, and dedication of our Baja Collections Team and Management. Congratulations!"

As active members of ACA International, both Wakefield & Associates and CCSI remain committed to industry-leading standards in compliance, professional training, and debt collection best practices.

Wakefield & Associates, a leader in the Receivables Management industry, celebrated another major milestone with its nearshore Mexico team by reaching an impressive $2.1 million in collections during March, surpassing the previous record of $1.2 million. To recognize this outstanding achievement, the company hosted a special lunch celebration honoring the team's hard work and dedication.

Wakefield established its Mexico debt collection center in 2016 to expand agent capacity and support continued business growth. The company partnered with Call Center Services International (CCSI) to successfully launch and manage its nearshore operations.

"We started with 10 agents; today, we have grown to 90. I've watched our team members grow professionally, and we are incredibly proud of every one of you. Thank you for being an essential part of our organization."

— Michaela Strand, Operations Manager, Wakefield & Associates

"Wakefield established an operations center in Tijuana to diversify our workforce and leverage the exceptional talent available in Mexico. Congratulations on achieving your first $2 million month, and thank you for your commitment to Wakefield and everything you do."

— Chris Adams, Director of Collections

Wakefield's continued success is driven by a dedicated team of bilingual and bicultural collection professionals committed to helping customers resolve outstanding balances with empathy, professionalism, and respect. Through its nearshore operating model, Wakefield ensures its Mexico team remains fully aligned with U.S. operations in technology, training, coaching, compliance, and performance management.