Call Centers have emerged as an essential tool in business today. As business has become more global, the need for servicing a global customer base has been the driving force behind the growth of call centers. However, in more recent years, we have seen Mexico emerge as a new and viable option for businesses who are looking for a near-shore option when it comes to hiring a contact center. What is the reason for this trend? Here at Centris, we believe it is because Mexico offers an understanding of America that other countries do not and this is proving to be a huge benefit to businesses.
MEXICO UNDERSTANDS AMERICA
Mexico has become the first choice when it comes to choosing a near-shore contact center primarily because of the understanding of American culture that Mexico brings to the table. What are the factors that contribute to this understanding?
- Mexico’s close proximity to the US.
- Mexican agents are bilingual so there is no language difficulty when communicating with US customers.
- Many Mexican agents have spent time in the United States and have gained a deep understanding of the culture in the US.
Here at Centris, the vast majority of our agents, 70% in fact, have spent extensive time in the United States. Many of them grew up in America and have been educated in the US school system. While Spanish is their native language, they are also completely fluent in English because of their American education. They not only have full command of the spoken language but of the written language as well. Because of this unique advantage of having spent time in America, our Centris agents understand the American customers. They know the language, they understand the pop culture of America, and many of them have shared experiences with the customers. For those agents who have not had the opportunity to live in the US, they are all 100% bilingual. Every prospective employee is required to pass several English tests which include grammar, spelling and conversation in order to be considered for a position at Centris. Once they have proven their command of the English language, they are considered for employment with Centris.
Another strength that Mexico offers as a contact center is its close proximity to the US. In fact, Mexico is as close as you can get to the US without actually being in the US. The close proximity between the two countries has helped to foster a sense of shared culture and values that has greatly enhanced the working relationship between Mexico and US companies. Mexico is quite Americanized as a country; we celebrate the same holidays and watch the same sports and TV shows. These similarities provide our staff with even greater understanding into the American culture; enhancing their over-all customer service for our US customers.
During the twenty plus years that Centris has been in business, we have focused on providing high quality bilingual call and technical support for our customers. We’ve seen, first hand, how a staff that has spent time immersed in the US culture has greatly enhanced the efficiency and overall customer satisfaction of the businesses that we support.
If you’d like to learn more about the advantages of using a near-shore call center in Mexico, let’s talk. We can provide a customized solution for your business along with a staff of agents who will understand your business and partner with you for success.
