Nearshoring continues to be a growing trend in outsourcing—but what makes Mexico such a great fit for US nearshoring operations? Between the affordability and high-quality agents, nearby location and effortless scalability, Mexico offers a unique balance between quality and cost for outsourcing.
Why choose a call center in Mexico?
Affordability
Since the cost of living in Mexico is lower than that of the US, outsourcing to Mexico is more affordable than many other locations, especially other English-speaking countries. This provides not only affordability, but also increased scalability and flexibility for service offerings.
Language and cultural fluency
Since many Mexican call center agents have lived, worked or studied in the US, there is a higher level of both linguistic and cultural competency compared to other outsourcing locations. Increased English fluency and familiarity with the US enables our agents to better connect with your customers, deepen brand loyalty, solve problems quickly and effectively, and ultimately provide a superior experience.
Proximity
Outsourcing to Mexico means your call center will be located in a similar, or even the same, time zone as your core business, improving collaboration and communication. In addition, geographic proximity makes it easy to visit, oversee and be actively involved with your call center operations. For example, ROI CX Solutions’ call center in Mexico is just a 1-hour flight from Arizona.
High-quality education and training
As one of our main locations are located in Tempe, Arizona, we’ve been able to partner with the Arizona-Mexico Commission (AMC) and 17 local universities to provide training, development, and other educational opportunities for our agents, ensuring they are always providing your customers with the highest level of service.
Background
The ROI CX Solutions’ call center in Mexico is located in Hermosillo, Sonora, Mexico, which is located less than a 6-hour drive from our US-based corporate headquarters in Tempe, Arizona. Basing our Mexico call center in a border town allows us to scale both day-to-day operations and strategic management using local leadership alongside US-based leaders.
Our local leadership in Mexico includes both operational leadership—a Country Manager, Project Managers, Supervisors, QA teams and more—and HR leadership, including recruiters, trainers and so on. This organizational structure allows our operational leadership to prioritize program success, client strategy and day-to-day operations, while also ensuring we prioritize our employees and their satisfaction, development and success through our HR team.
A dedicated HR team also allows our Mexico call centers to maintain the highest level of employee skills and agent quality through recruiting, hiring and training processes. For example, our recruiting process involves initial interviews, background checks, drug screening, English proficiency evaluations and evaluations by both local and US-based leadership. By improving the quality of our hiring processes, we’ve been able to ensure we only hire the highest-quality agents who can provide exceptional service for our clients—and for your customers.
We also prioritize workplace safety, data regulation and security, and employee satisfaction to ensure that we’re providing the best service from absolutely every angle. From workplace transportation to office health checks, security facilities and engaging workplace competitions, food marketplaces to provide on-site healthy options and relaxing break rooms, we take care of our employees at every step to ensure that they can always take care of your customers.
Mexico call center services
Outsourcing to a Mexican call center allows you to take advantage of a variety of call center services, including:
Inbound Answering Services
Scale your business quickly and cost-effectively with 24-hour call-answering services for customer queries or support.
How to choose the right Mexico call center
Choosing the right call center isn’t just about location—there’s a number of factors that should be considered and all prospective providers should be carefully vetted before signing a contract. Consider the following categories to ensure you choose a provider that can meet your needs:
Expertise and experience
When vetting your potential providers, evaluate each call center’s expertise and experience with your audience, your industry, and your goals. Each of these areas of expertise are essential to understanding the strategies, tactics and services you’ll need to get results.
Results and testimonials
Similarly, potential call centers should be able to demonstrate proven results, testimonials, case studies or the like to show their expertise. If a potential call center can’t—or won’t—provide client testimonials or case studies, it’s a red flag that indicates their quality may be inconsistent.
Agent training and development
Without adequate agent training and support, your service quality will suffer. As you evaluate prospective call centers, be sure to get an understanding of how their training supports both hard skills and soft skills of call center agents. Ongoing skills-based training can not only increase agent (and service) quality, but also support employee satisfaction, leading to higher-quality agents long-term.
Communication and values
Aside from looking at “hard skills,” such as results and agent quality, you should also consider communication practices, workplace culture and company values as you evaluate providers. Many outsourcing partnerships that become a poor fit come down to a mismatch in values, expectations, or communication practices.
How do Mexico call centers compare?
Mexico is growing in popularity for outsourcing, but how does it compare to other popular outsourcing locations?
| MEXICO | US | PUERTO RICO | INDIA | TUNISIA | PHILIPPINES | |
|---|---|---|---|---|---|---|
| Market Size | Large labor market makes scaling and flexible solutions easy | Subject to ebbs and flows of US labor market and demands | Smaller labor market due to geographic size can limit scalability and flexibility | Large labor market makes it possible to scale quickly, but with some quality issues | Large labor market makes scaling easy and cost-effective | Large labor market makes it possible to scale quickly |
| Infrastructure and technology | Strong infrastructure and technology caters to a US market | Infrastructure and technology is on par for US norms | Infrastructure may be less sophisticated or consistent compared to other nearshoring locations | Infrastructure is often less sophisticated or consistent compared to other outsourcing locations | Cultural focus on technology and innovation supports infrastructure and modern tech | Infrastructure may be less sophisticated or consistent compared to other locations |
| Cultural or Linguistic Compatibility | Proximity to the US means cultural or linguistic barriers rarely exist | Cultural or linguistic issues are rarely problems | Proximity to the US means cultural or linguistic barriers rarely exist | Cultural and linguistic barriers are common issues, especially in customer-facing roles | Proximity to Europe heightens familiarity with Western cultures and languages | Cultural compatibility with Western countries make connecting with customers easier |
| Taxes and Business | Tax incentives and exchanges rates in Mexico are favorable for US businesses | US-based outsourcing offers familiar tax and legal systems, but at a premium price | As a US territory, taxes and legal systems don’t offer any unique benefits, and have additional complications since Puerto Rico is not an official state. | No specific tax benefits or legal incentives | No specific tax benefits or legal incentives, though proximity to Europe increases familiarity with Western business models | No specific tax benefits or legal incentives |
| Multilingual Availability | Multilingual agents are very common, typically fluent in Spanish and English | Multilingual or bilingual agents are rarer and more expensive | Multilingual agents are very common, typically fluent in Spanish and English | Many multilingual agents, but may not be fluent in relevant languages | Multilingual agents often speak French and English | Many multilingual agents, but may not be fluent in relevant languages |
| Proximity | Geographic proximity makes accessibility, collaboration and communication easy | Nearby call centers invite accessibility and collaboration | Geographic proximity makes accessibility, collaboration and communication easy | Geographic distance creates barriers to accessibility and collaboration | Proximity to Europe makes call centers more accessible for clients | Geographic distance can create less control and collaboration available |
| Cost & Quality | Very cost-effective option with a good balance of affordability and quality | High service quality, but more expensive services | Cost-effective option with a good balance of affordability and quality | Very affordable services, but often with a lower service quality | Very affordable services with a high service quality | Very affordable services, but often with some language or communication barriers |
See results from our
Mexico Call centers
Want to see how ROI CX Solutions can provide results for your business?
Read some of our client stories or connect with an expert today to see how outsourcing to our Mexico call center can supercharge your growth and results.
Mexico call center FAQs
Does Mexico have good infrastructure for outsourcing?
Yes, Mexico has an established and growing infrastructure for outsourcing, and, as one of the most popular outsourcing destinations from the US, has a number of governmental and educational structures in place to ensure a high-quality business relationship for US businesses.
Is outsourcing to Mexico affordable?
Outsourcing to Mexico is very affordable, as the cost of living of most cities in Mexico and Latin America are lower than those of the US. As such, it offers reliable scalability and flexibility at a cost-effective rate, allowing more businesses to scale up their customer service and business processes.
Are call centers in Mexico or Puerto Rico better?
Mexico is one of the most popular nearshoring destinations because of the large labor market, proximity to the US, quality of call center agents and strong familiarity with US customs and languages. Puerto Rico lacks the size and diversity of the Mexican market, making your options more limited.
What is an example of nearshoring?
Nearshoring is when a company outsources some aspect of operations to a nearby country. For example, a US-based company might outsource customer service or outbound marketing to a call center in Mexico.
