Nearshore outsourcing in Latin American countries (Caribbean, Mexico, and South America) has been growing rapidly over the last several years. We have recently seen a significant shift with leading organizations seeking nearshore Central and South American contact center outsourcing locations. This growth has been driven largely by corporations trying to diversify their global outsourcing footprint away from offshore markets along with the demand for bilingual call center services (Spanish and English), reduction in telecom rates, and the highly skilled and cost-effective college-educated labor force.
As demand for nearshore contact centers increases, we’ve been helping more and more businesses find the right partner – with remarkable results. We continue to see these smaller, more nimble mid-sized vendors outperform the big BPOs, providing high-quality service, higher conversions with lower attrition rates.
The great company culture in these mid-market nearshore contact centers produces better Customer experience scores than larger BPO firms for companies seeking support in a variety of languages including English, Spanish, and French.
A very appealing factor is a lower cost delivery model, frequently beating U.S. provider costs by up to 50%. This article will discuss three Latin American countries: Mexico, Chile, and Belize.
Call centers in Mexico offer a unique benefit that most other nearshore locations can’t: proximity to the USA. While this is true for all nearshore locations relative to offshore options, Mexico offers exceptional ease of travel, accessible by short flights or by vehicle. The significance of business representatives being able to visit the contact center with ease can’t be understated. It can help optimize performance and provide initial and ongoing training for the agents.
Mexico’s primary language is Spanish, but a growing number of its citizens have lived in America for extended periods of time and speak fluent English. We partner with Mexican contact centers in multiple cities including Mexico City, Tijuana, Ixtapa, Puerto Vallarta, and Hermosillo.
Contact centers in these cities employ thousands of agents who speak perfect English in addition to their native Spanish. This makes these vendors excellent options for a company seeking to provide quality bilingual customer experiences.
Chile is less saturated with BPO firms than other locations, which means the higher competition for agent positions. This allows contact centers to be more selective as they evaluate and hire prospective agents. Chilean vendors have helped many Fortune 500 and Fortune 1000 companies with their outsourcing strategies by providing high-quality customer experiences and first-class sales tactics.
Our Chilean partners are PCI certified and provide multichannel capabilities that include traditional phone-based call center services, live chat support, email services, SMS, and social media customer service. These organizations feature highly qualified, college-educated agents, ensuring a high-level customer experience and the scalability to meet companies’ seasonal peaks.
Chilean call centers use exemplary training methods that utilize real-world call center simulation techniques, certifying every agent during the training process. These vendors have experience with a variety of industries, including:
- Consumer goods
- Credit card services
- E-commerce and retail
- Energy and utility
- Health and beauty
- Travel and hospitality
- Roadside assistance
- Telecom and cable
Chile is one of the safest countries in Latin America with a stable economy and government. The Spanish language in Chile is formal and spoken with a neutral accent, which means the bilingual agents can provide excellent customer service in both Spanish and English.
The primary hub for call center outsourcing in Belize is Belize City, home to a high percentage of the country’s 333,200 people. Thousands of students in Belize graduate from colleges and universities every year, with many graduates choosing to pursue careers as qualified agents in call centers. These agents speak Belize’s official language, English, and are thoroughly trained to provide the highest quality customer experience possible.
Due to Belize’s fixed currency rate, your company can reduce your overall call center costs at a stable rate. This highly cost-competitive market, combined with exceptional English-speaking agents, makes Belize an ideal choice for call center outsourcing.
Services provided by contact centers in the Mexico, Chile, and Belize include:
- Inbound customer service and customer care
- Appointment scheduling and reservations
- Back office and BPO
- Billing and payment processing
- Compliance verification
- Data entry
- Lead generation and lead qualification with warm transfer
- Live chat support
- Order processing
- Email services
- Sales and up-sells
- Software development
- Technical support and helpdesk
- Text (SMS) response
Need a nearshore, omnichannel contact center to provide high-quality services for your company? We can help!
Outsource Consultants are call center experts with over 25 years of outsourcing industry experience who have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading nearshore outsource call center vendors. If you’re considering nearshore call center outsourcing, simply call 888-766-4482 or request a free call center cost proposal today and we’ll help you find the solution that best fits your exact requirements.