Call Centers in Mexico

Mexican Call Centers

With a growing market of skilled workers and one of the largest economies in the world, Mexico has firmly established itself as a top business process outsourcing (BPO) destination for U.S. and Canadian call center operations. Many organizations choose Mexican call centers for their unique combination of proximity, cost efficiency, and cultural alignment.

Key advantages include:

• Unmatched accessibility for on-site visits: Managers can easily travel to Mexican call centers, often in just a few hours, allowing for quick and timely oversight.
• Cultural affinity and English fluency among agents: With many agents having lived in or frequently visited the United States, they bring a deep understanding of U.S. culture, enhancing the customer experience.
• Competitive pricing, especially in border cities like Tijuana: Mexican call centers offer the benefits of nearshore outsourcing at costs comparable to more remote offshore options.

Outsource call centers in cities like Tijuana, and Mexico City provide many of the strengths of domestic call centers, but with the added advantage of significantly lower prices, making them an attractive option for businesses seeking both quality service and cost savings.

The Call Center Industry in Mexico

Mexico offers competitive wages like APAC, but it stands out with incentives that attract top talent and international investment. With a stable economy and infrastructure familiar to U.S. businesses, outsourcing here means no sacrifices—just cost savings and boosted productivity.

Nearshoring to Mexico’s call centers gives you all the benefits of proximity, with none of the downsides.

History of Call Centers in Mexico

Outsourcing from the U.S. to Mexico isn’t new, but it really took off as a BPO destination in 2006. Before then, Mexico wasn’t even on Business Week’s 2003 list of global outsourcing hubs. Just three years later, Mexico emerged as a strong player in the outsourcing game⁴, thanks to its proximity, affordable labor, and cultural alignment with the U.S.

In 2010, Mexico launched the Mexico First program, a national initiative to certify 60,000 citizens with technical skills⁵ to bolster the country’s outsourcing capabilities. This effort paid off quickly, as Mexico ranked 6th in A.T. Kearney’s 2011 Global Services Location Index⁶, recognized for its financial attractiveness, skilled workforce, and business-friendly environment.

By 2019, the Mexican government further solidified its BPO position with a $44 billion investment⁷ in infrastructure, largely focused on improving telecommunications. This move ensured Mexico could keep pace with rapidly evolving global demand for call center services and BPO solutions.

As of 2024, Mexico continues to thrive as a leading BPO destination for U.S. businesses. With a well-developed infrastructure, a highly trained workforce, and a deepening commitment to technology, Mexico is now the go-to choice for many U.S. companies looking for cost-effective outsourcing solutions. The country’s nearshore advantages—including quick access for U.S. managers and bilingual agents fluent in English—make it a top competitor for even more remote locations like APAC.

Mexico’s call center industry shows no signs of slowing down, with coveted partners in Mexico City, Tijuana, and Guadalajara. As government support continues, coupled with advancements in telecommunications and the growing demand for bilingual customer service, Mexico remains well-positioned to maintain its competitive edge in the global outsourcing market.

Call Center Mexico: Frequently Asked Questions

Why do companies outsource call center operations to Mexico?
Companies nearshore to Mexico to save on labor costs (up to 50%) while accessing bilingual teams with U.S. cultural and time zone alignment.

What services can be outsourced to a Mexican call center?
Services include customer care, tech support, lead generation, sales, telemarketing, and HR functions.

What does a Mexican call center agent cost?
It can depend on the size of the BPO you deploy, with averages anywhere from $13-$23 per hour. The median wage is $17 per hour. 

Where are most call centers in Mexico located?
Major hubs include Mexico City, Guadalajara, Tijuana, Monterrey, and Hermosillo.

What are the advantages of outsourcing call center services to Mexico?
Mexico offers a skilled bilingual workforce, lower costs, and a stable business environment.

How does Mexico compare to other outsourcing locations?
Mexico combines cultural alignment, a bilingual workforce, proximity to the U.S., and competitive costs, making it stand out among nearshore options.

What industries benefit the most from outsourcing to Mexico?
Industries such as retail, tech, financial services, hospitality, and manufacturing use Mexican call centers for customer service, tech support, and sales.

What is the infrastructure like for call centers in Mexico?
Mexico offers modern infrastructure, including high-speed internet and strategic business locations, ideal for outsourcing.

Is there a strong cultural connection between Mexico and the U.S.?
Yes, many Mexican agents have strong familiarity with U.S. customs and values, making them well-suited for U.S. customer service.

How flexible are call centers in Mexico?
Call centers operate with a 48-hour workweek, offering flexibility for 24/7 customer service support.

What are the common challenges of outsourcing to Mexico?
Challenges may include finding the right partner and ensuring bilingual proficiency, but these can be mitigated through proper vetting.

Are Mexican call center agents bilingual?
Yes, many agents are proficient in both English and Spanish, a key advantage for U.S. businesses.

How does the time zone alignment benefit U.S. companies?
Mexico shares multiple time zones with the U.S., making real-time communication and collaboration easier.

What are Mexico’s labor laws like for call center agents?
Mexico has strict labor laws that protect worker rights and ensure comfortable working environments.

Can Mexican call centers handle high-volume calls?
Yes, Mexican call centers are equipped to manage high-volume inbound and outbound calls, meeting a variety of business needs.