NEWS - Call Center Insights
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
When we talk about Nearshore, many will mention it’s cost-saving advantage and the abundant pool of bilingual and bicultural agents, which are good things to consider for a contact center company.
But did you know that having a Nearshore Contact Center can help you increase performance?
There are several ways a Nearshore can increase your call center performance, starting with the bilingual ability of the agents, the workforce capacity you can increase, the expertise they have, and the low turnover rates they manage. Not convinced yet? Keep reading.
Bilingual and Bicultural Service
You might already know that one of the greater advantages of Nearshore is the agents’ English skills and their cultural alignment with the United States. This lets them perform as well as your U.S. team and sometimes even better. But there is another big opportunity when talking about bilingual agents. These agents can answer calls both in Spanish and English. This can reduce your call transfers, increase your First Contact Resolution rate and, with this, improve your performance. And there’s more: You can obtain more coverage of the Hispanic market, which is big in America and, again, but the other way, cultural alignment, because Nearshore agents can easily build rapport with both American and Latin American customers.
More Agent Capacity
You might need to increase your agent capacity to reduce customer waiting time or to work more accounts for you, or just to get more leads and close sales. But increasing 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. But with Nearshore, you can expand your team at almost 50% the cost with a minimum investment and you will have access to a bigger recruitment pool. Plus, you will be able to work on those things you currently cannot or simply boost your engine, and this way increase your performance.
We group a couple of things here. One is the agent’s expertise. In several Nearshore regions you can find a diversity of contact centers, 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. And 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 manager 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 its 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 that 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 here. They start as an agent, the supervisor, manager, sometimes they are promoted to an administrative position, and thanks to the rapid growth of these centers there are a lot of 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 a better performance.
Now when you think of nearshoring you will not be thinking only about cost, but also the opportunity of increasing your performance considerably, an even more if you are already offshoring.
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 of say that we have a very low turnover rate. Contact us to learn more.