Over the course of the last year, we have taken a close look at the advantages of outsourcing certain call center functions to nearshore contact centers, such as Centris. Some of those advantages are:
- A cost savings of 50-70% over U.S. based call centers
- A bilingual contact center that reaches the ever-growing Hispanic market
- A team of agents that understand American culture, providing better communication with your customers.
- A number of services offered that improve the customer experience.
While these are just a few of the significant advantages that a nearshore contact center offers, there have been some recent enhancements that Mexico has undertaken to strengthen their position in the global economy as a preferred outsourcing market. Here’s a look at some of those enhancements.
ENHANCEMENTS FOR THE FUTURE
A recent article posted in Tiempo, mentions that the primary challenge of outsourcing to Mexico has been the Infrastructure of the country. This involves both internal telecom resources as well as overall connectivity to the United States. Fortunately, the Mexican government has seen fit to prioritize these issues over the past couple of years.
“According to the Mexican Construction Industry Chamber (CMIC), the construction sector grew 2% last year. This year it’s predicted to grow up to 1.5%. This growth can be attributed to the private sector’s continuing investment in commercial and residential building projects. Energy, Telecommunications and most importantly, Fiscal Reforms, create a variety of opportunities for infrastructure investment to be explored.”
Just as in the United States, Mexico has experienced an explosion in both internet and mobile phone usage which has necessitated the need for reforms to be put in place that will pave the way for upgrades to the telecommunications infrastructure.
Additionally, another challenging area for Mexico has been the “connectivity” to the United States; something that is essential to the success of nearshore contact centers in Mexico supporting U.S. based businesses. However, in recent years that has been addressed as well:
”Did you know there’s a significant fiber-optic connectivity between the United States and Mexico AMX-1, The America Movil Submarine Cable System-1 (that connects seven countries including Mexico and the United States), the Americas Region Caribbean Ring System (ARCOS-1), COLUMBUS II, and MAYA-1, are four undersea cables that connect straight from Florida to the Yucatan peninsula on the Mexican mainland.
Additionally, Mexico announced the fifth-fastest internet connection speeds in the Americas, only behind the United States, Canada, Uruguay, and Chile. (Mexico and Chile are still tied in reporting broader coverage than any other Latin American countries.)
Second only to Brazil, Mexico has nearly 14.2 million unique IPv4 addresses in Latin America today.”
So while it is true these have been challenges that Mexico has faced, they are challenges that are being met and resolved by government leadership in Mexico. As the country has benefitted from the professional growth of nearshore contact centers, the Mexican government has wisely seized the opportunity to strengthen and improve the country’s systems that will support and strengthen this industry as it continues to grow in the future.
As a U.S. based business that has interests in Mexico, we continue to closely watch the changes and improvements that are moving forward in the country and we like what we see. Our bilingual, highly trained agents provide superior customer service to our clients. Combined with the infrastructure improvements that are happening throughout Mexico, we are confident that our nearshore contact centers will continue to provide superior service to our customers nationwide.
If you are looking for a nearshore contact center that can support your customer service needs, contact Centris. We can customize a plan that will fit the exact needs of your business.
