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.
In the past months, Companies have continued to struggle to get their call center operation to be transitioned to a work from home environment, having the right tools to be able to manage is key. We knew the transition to a work from home setting was needed, but we did not expect to be forced to do this transition from one day to another.
We now know many companies are facing big challenges to scale their team and maintain a good service level, while still being able to control performance and manage the personnel on their daily tasks.
Here is where a nearshore work-from-home call center team in Mexico would be a solution. Why Mexico? Mexico has unique nearshore benefits for a remote call center operation, from scalability for its large population, cultural and time zone alignment a cost-saving opportunity and more. Here we tell you more about these benefits.
Mexico has the largest English-speaking population in Latin America with over 15 million people, this translates into a large recruitment pool. Hence, you can grow your WFH team faster with the specific skills you need for your business.
Thanks to Mexico’s proximity to the U.S. Mexico Nearshore agents have a strong American culture influence, for example, over 30% of our agents have lived in the States at some point in their lives or grew up watching American cartoons and series, so they don’t only have a great English with minimal to no accent, but they can understand North American customer and easily build rapport.
Mexico's labor force is very competitive world-wide. Wages are about 50% less compared with the United States due to the cost of living, food, transportation, healthcare, etc. are less expensive in Mexico. This represents a cost-saving opportunity because you can hire a Mexico agent with the same skill sets at a lower cost.
Mexico shares both Pacific Time (Tijuana) and Eastern Time (Mexico City) alignment with the United States which allows total communication in real-time with the operation team. You don’t need to wait hours or days to make updates, changes or observations to your nearshore team.
It is true that Mexico has these great advantages for a Work-from-home model but starting a remote call center operation in another country can be challenging. Call Center Services International can help you start your WFH model in Mexico, we will take care of all the administrative functions such as HR, Payroll, Finance and IT so you don’t need to worry about how to do business in Mexico, you will have little to no legal risk here. Know more about this model here or contact us to discuss further your needs.