Why Mexico?
As labor costs in the United States and Canada keep rising, partly because of a shortage of qualified staff, more companies are turning to nearshore contact centers for customer care, technical support and sales. Mexico has become the leading choice, and HCC has been running contact center operations there for 25 years.
Why nearshore to Mexico
• Bilingual, bicultural talent. Because of its proximity to the United States, English is widely spoken in Mexico, often with a neutral accent, which is critical on the phone. Higher education has grown steadily for two decades, creating a large pool of young, fluently bilingual college graduates ready to work in contact centers across industries.
• Savings of 50% or more. Contact center labor in Mexico can cost less than half of what it does in the US and Canada, without compromising quality. Mexico’s 48-hour work week adds scheduling flexibility without increasing costs.
• Same time zones. Mexico shares time zones with the United States and Canada, so your program runs on your business hours.
• Close to home. From Dallas, Monterrey is about 1 hr 40 min by air, Guadalajara about 2 hrs 25 min and Mexico City about 2 hrs 40 min. The Philippines is about 21 hours away.
• Deep talent markets. The Mexico City metro area is home to more than 20 million people, and Guadalajara and Monterrey each have around 5 million.
• Modern infrastructure. Mexico offers technology and telecom infrastructure on par with the United States.
Proven nearshore operators
Our management team has owned and operated contact centers in San Antonio, Texas and Mexico City since 2001. We are not just another bilingual contact center: we understand the culture of both countries, and that translates into a better customer experience and stronger sales results.
We manage inbound and outbound programs, voice and data, including CRM projects, business-to-business, direct sales, customer service and billing campaigns. Your program stays consistent with your company culture while delivering the quality your customers expect.
Talent and training
Our recruitment process puts every candidate through a series of filters, which lowers turnover after hiring and matches each agent with the right campaign.
• Recruitment. We define each campaign’s requirements, source candidates and pre-select applicants.
• Testing. Computer skills evaluation and integrity testing, followed by an in-depth interview to confirm qualifications.
• Hiring and onboarding. Placement decision, job offer, induction and follow-up.
• Ongoing development. Continuous training, short- and medium-term career plans, and motivation programs.
We believe a happy workforce means happy customers.
Quality and security
• ISO 9001:2015 certified for quality management.
• ISO 27001 certified for information security.
• PCI DSS Level 1 compliant for handling payment card data.
• SOC 2 Type II compliant, with independently audited security controls.
• Performance management that measures the right behaviors, calibrated continuously against client expectations.
• In-house QA technology that uses machine learning and speech recognition to detect patterns across calls.
• Redundant infrastructure and business continuity planning, with both traditional and cloud-based contact center technology.
Ready to explore a nearshore program? Get in touch and let’s talk about your operation.
