The most difficult part of interacting with a call center as a consumer is not being able to create a real connection with the representative on the other end. Mexico call centers are eliminating this issue completely as they are hiring individuals who live near the border, and are familiar with Western culture.
Since the new employees of these call centers live near the border of Mexico and America, they are better able to connect with Americans. This is because they live in such close proximity to American society where culture bleeds through on both sides.
Given that, they know the personal daily struggles and challenges that most Americans face. This allows them to create a personal connection and understanding that is so vital to creating a positive experience for customers when it comes to support.
Mastery of Language
On top of having that personal connection, these people have an advantage over call centers in competing countries when it comes to language. So much frustration with call centers comes from the language barrier.
Since these representatives have had to learn English with their proximity to their border, they know how to use it to create that connection with American consumers. That can be a complete game changer in how a consumer gives feedback and discusses your company’s product with the call center representative.
Working with a Mexico call center may not be an idea you’re familiar with, but the benefits are undeniable. The end goal is to connect with customers and give them a great experience, one that will ultimately benefit your company’s operations.