Are call centers in Mexico changing the game? Most of the time, these call centers are found in India or the Philippines, but believe it or not, having call centers closer to home has all the benefits of outsourcing to an offshore call center, along with a couple more.
The Issue of Language
Often, the most difficult part of interacting with call center representatives is the language barrier. Call centers like those in Tijuana, Mexico are so close to the American border that there’s rarely ever an issue of understanding their English. Deseret News even asserted that many of these representatives often know English as their first language.
Biculturalism at nearshore call centers
According to the New York Post, the United States now has more people that speak Spanish fluently than Spain. With 52.6 million in the U.S. speaking Spanish, it’s almost a necessity to have bilingual customer service.
Call centers in Mexico grant such an option. Accommodating to consumers in such a way will encourage them to give feedback on your product, which you can then use to improve your business’ product for your ultimate success.
Having a call center in Mexico, so close to the homeland of those they are contacting, may seem like an odd idea. However, keep in mind that they have the language skills necessary to meet the demands of such a flourishing population of Spanish speakers in the U.S. If your business wants to tap into that customer base, then it may be time to make the move to a nearshore call center.