Here at Centris, we have been helping our customers with their contact center needs for more than twenty years. Over the course of these past two decades we have seen, first hand, how the call center has become an integral part of business operations. As technology has advanced, it has made it possible and necessary for call centers to grow and flourish. And they have.
Call centers are everywhere. For US-based companies there are US-based call centers, also known as onshore call centers. There are off-shore contact centers, which can be found in places such as India, the Philippines, and Asia and there are nearshore contact centers that are available in closer proximity to the US such as The Virgin Islands and Mexico.
Of course, every call center has its advantages to the business it supports, but there can be some real advantages to housing your contact center in a nearshore location such as Mexico. If you, as a business owner, have ever considered moving your contact center to Mexico, there are some great advantages in doing so and the process of transitioning your call center to Mexico is easier than you think. Let’s take a look at a few primary advantages to transitioning your call center to Mexico and then we’ll dive into the necessary steps to make the process complete.
ADVANTAGES OF MEXICO
Here at Centris, we have been specializing in Bilingual Contact Centers for more than twenty years, and we support many businesses with our nearshore call centers in Mexico. Here are some of the advantages that our nearshore contact centers in Mexico offer:
- No language-accent barrier. Our contact center agents are fully fluent in both English and Spanish and most have very little accent, making communication with US customers very easy. In fact, 99% of our agents have spent a significant amount of time in the United States and bring an understanding of US culture and vernacular that agents in off-shore locations simply don’t have.
- Low cost and high efficiency. Because there is no language barrier, our Mexico-based agents can handle and your customers calls and resolve any issues much more easily and efficiently. At the same time, because wages are lower in Mexico, our nearshore contact centers can save your business between 50-70% in operation expenses compared to US-based contact centers.
- Infrastructure is already in place. Currently, we operate two call centers in Mexico and our centers are two of many that are already established throughout the country. The call center industry is a fast-growing industry in Mexico offering an infrastructure that makes transitioning your operations easy.
STEPS TO TRANSITION
When we are in the process of transitioning a business to our nearshore call centers in Mexico, here are the steps we take with our clients to ensure an easy and seamless transition.
- The Planning Process: We will form an onboarding team who will help your operation every step of the way. The first step in the planning is to meet with you and your organization to determine the exact needs you have that will require support from our agents. A timeline will be put into place detailing each step required and when those steps need to reach completion. Your organization will work with Centris representatives from our Longview, TX office as well as the office in Mexico that will be supporting you.
- The Training Process: Once the initial plans are in place, the training of our staff will begin. This is the phase where you will teach our staff about your product(s), your customers and your expectations and goals. Sometimes this phase is short and sometimes this phase can take a little longer, depending on the number of operations we will be providing as well as the level of complexity each requires.
- Acquisition of Information: This is the portion of the transition where our staff is granted access to the information they will need to perform their services. This can include payment information, insurance information, customer profiles, and any other information that is required to perform the necessary services.
- The Operating Phase: This is the final phase when we basically “Go Live” and begin our partnership with your business by serving your customers with our agent support.
While this may seem like a short series of steps, rest assured that these transitions are done very carefully and methodically making sure that every agent who will be supporting your business operations is fully trained and understands everything they need to know about your business. The length of transition time will vary depending on the number of operations we will be supporting. It is not uncommon for businesses to transition a little at a time as this initial process can feel a bit daunting. However, we have a wealth of experience in transitioning businesses to our nearshore contact centers and we know how to walk you through the process so that it is simple and seamless with no downtime for your business.
Take a few moments to listen to some testimonials from our satisfied customers and then contact us. We look forward to helping you transition your business operations to our nearshore contact centers in Mexico.
