HOW CCSI SUPPORTS WESTLAKE FINANCIAL SERVICES

WESTLAKE FINANCIAL SERVICES CUSTOMER SUCCESS STORY

Helping a Leading Automotive Finance Company Build a High-Performance Nearshore Contact Center in Mexico

WESTLAKE FINANCIAL SERVICES CELEBRATES ITS FIRST YEAR OF NEARSHORE SUCCESS

In September 2019, Westlake Financial Services celebrated the first anniversary of its nearshore Mexico contact center in Otay Mesa, Tijuana, Mexico.

Westlake’s senior management used this milestone as an opportunity to thank the agents for their loyalty, dedication, and contribution to the success of the center. Westlake partnered with Call Center Services International (CCSI) to help establish its nearshore operation in Mexico.

Through this partnership, Westlake has benefited from Mexico’s cost-effective labor rates, a large recruitment pool of bilingual agents, and a dedicated professional workforce.

BUILD YOUR NEARSHORE TEAM
Brian Renfro Westlake Financial Services, Senior Vice President Servicing

WESTLAKE FINANCIAL SERVICES KICKS OFF THEIR NEARSHORE CONTACT CENTER

In September 2018, Westlake Financial Services officially launched its nearshore contact center in Mexico with a Go-Live celebration in Baja California, welcoming its new team of bilingual agents.

Brian Renfro, Senior Vice President of Servicing, and John Mason, Vice President of Operations, shared Westlake's vision for its new nearshore operation while recognizing Call Center Services International (CCSI) for its expertise in establishing the company's Tijuana Otay contact center.

The operation launched with 25 bilingual customer service agents and an aggressive growth plan to expand to 50 agents within the first month, supporting Westlake's commitment to scalable, high-quality customer service and operational excellence.

One year ago we started with 20 people, we are now approaching the growth opportunity to add people and be 400 agents in the coming year. We can’t say enough about what you guys are doing, great performance, just keep doing the hard work. We are going to continue to grow

Brian Renfro, Westlake - SVP of Servicing
Westlake Financial Nearshore Center Kick Off

"We are excited about the opportunities ahead and the success we will achieve together. We are proud to partner with CCSI and truly appreciate the dedication, professionalism, and commitment everyone demonstrated in making this nearshore operation a reality. Every challenge was met with responsiveness and teamwork, giving us confidence in the future of this partnership."

— Brian Renfro, Senior Vice President of Servicing, Westlake Financial Services

Westlake Financial and CCSI Management Team on Partnership Anniversary

"It's remarkable what we've accomplished in such a short period of time. This level of growth would not have been possible without the team's positive attitude, commitment, and outstanding performance. Thank you for everything you do!"

— Brian Renfro, Senior Vice President of Servicing, Westlake Financial Services

A PARTNERSHIP BUILT FOR LONG-TERM GROWTH

Partnering with Call Center Services International (CCSI) has enabled Westlake Financial Services to capitalize on new growth opportunities by leveraging Mexico's extensive pool of bilingual and culturally aligned contact center agents. This strategic nearshore partnership provides the flexibility and scalability needed to support Westlake's continued expansion.

Located just minutes from the San Diego border, Westlake's Mexico contact center has delivered exceptional value through its low employee turnover, highly engaged workforce, and outstanding administrative support. These advantages, combined with CCSI's operational expertise, make it one of the most successful nearshore contact center operations in Mexico.

Westlake Financial

Westlake Financial Services is an internet-based, privately held automotive finance company specializing in the acquisition and servicing of subprime and non-prime automotive retail installment contracts. Headquartered in Southern California, Westlake originates indirect retail installment contracts through a network of more than 21,000 new and used car dealers across the United States.

Learn more at www.westlakefinancial.com.

OUR MANAGEMENT TEAM MAKES NEARSHORE GROWTH SIMPLE

Build a high-performing nearshore contact center with experienced leadership, bilingual talent, and the operational support needed to scale your automotive finance business with confidence.

BUILD YOUR NEXT SUCCESS STORY WITH CCSI

OUR MANAGEMENT TEAM MAKES NEARSHORE GROWTH SIMPLE

Build a high-performing nearshore contact center with experienced leadership, bilingual talent, and the operational support needed to scale your automotive finance business with confidence.

BUILD YOUR NEXT SUCCESS STORY WITH CCSI
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