5 Reasons You Should Outsource Your Call Center to Mexico

Considering outsourcing your call center to Mexico? If you’re landing on this page, then you’re probably: 

• curious about nearshoring and wondering if it’s worth the hype 
• looking for nearshoring locations and wondering which is best
• comparing Mexico against other outsourcing locations and wondering what it uniquely has to offer
• considering outsourcing to a Mexico call center as an alternative to an in-house team
  
  

Sound familiar? If so, you’re in the right place. 

There’s plenty of reasons why in-house or domestic teams are difficult to manage in today’s marketplace—rising costs and shrinking budgets, large overhead and setup costs, a difficult labor market and challenges with scaling and flexibility all make in-house teams more difficult now than in the past. 

However, offshoring leaves a lot to be desired in many cases as well—offshoring to locations like India can result in language and cultural barriers that leave customers feeling disconnected and dissatisfied, can have quality and control issues, and create communication issues due to lack of proximity and disparate time zones.

So is a Mexico call center the best solution? It may be for your company, but we’ll show you how to decide. Here’s five reasons why you might want to outsource your call center to Mexico (and, at the end—how to know Mexico is the right call center location for you). 

1. Cost Savings

One of the biggest benefits of outsourcing your call center to Mexico is the cost savings, especially compared to in-house or domestic teams. Not only does Mexico have a lower cost of living than the US—resulting in lower labor costs and more affordable salaries—outsourcing also reduces your overhead, software, hiring and other workforce management costs.

Consider the following chart of costs you might incur when managing a call center in-house vs. outsourcing to Mexico: 

Not only does outsourcing offer more reliable and consistent pricing, it’s also more cost-effective. As a result, businesses can scale more easily and affordably. In addition, Mexico call centers also offer flexible solutions for staffing, scaling and hiring, so you can pay for only what you really need. 

The result? Cost-effective solutions that save you time and money, while delivering excellent results. 

2. Skilled Labor Force

Speaking of results, Mexico is one of the best outsourcing destinations for skilled workers and high-quality service. There’s a number of reasons why Mexico’s labor force and quality is higher than many other offshoring locations, including: 

Government and educational funding. Mexico’s focus on educating skilled laborers for international business and outsourcing efforts has resulted in a strong workforce that can really offer results. In addition, the education in Mexico—particularly for call centers and customer service roles—is strong, and allows employees to develop a real career path in customer service, driving higher-quality work. 

Large labor market. Currently, Mexico’s workforce is around 50 million employees, which gives US businesses outsourcing to Mexico access to a large recruitment pool that—perhaps most importantly—is not subject to the US market’s ebbs and flows. Not only does this make scaling and growing easier, it also means it’s more affordable and consistent. 

Cultural alignment. Since Mexico is so close to the US, there’s much fewer cultural barriers compared with offshoring locations such as India or the Philippines. For example, many of our Mexican call center agents spent time living, working or studying in the US at some point—some of them even grew up in the US. As a result, the cultural alignment between your outsourced team and your customers will be stronger, resulting in higher-quality connections and customer satisfaction. 

3. Proximity and Time Zone Compatibility

Proximity to the US doesn’t only offer benefits in terms of cultural alignment—it’s actually beneficial for everyone involved. Consider that proximity to your outsourced call center allows: 

• greater control for you over your outsourcing team 
• more accessibility to be involved in day-to-day operations 
• greater ability for collaboration 
• easier communication with similar time zones and cultural understandings 
• similar time zones make it easier to meet in real-time and make decisions quickly
  
  

Think about it—if you need to visit your call center to offer guidance, ensure quality control or provide assistance, would you rather fly to the Philippines (16+ hour flight) or to Mexico (1-3 hour flight)? Would you rather have a 2am meeting due to time zone differences, or work with a team in a similar time zone to you? Are you more likely to be involved in your call center if they’re located just across the border or halfway around the globe? 

Proximity to your call center offers considerable benefits for teams who want (or need) to be involved in the day-to-day operation of their call center and collaborate to get the best results, quickly. And with a team in Mexico, you can get the best of the benefits that come with proximity without paying a premium for a domestic team.   

4. Language Fluency

Proximity also strengthens linguistic fluency, which is certainly the case in Mexico. 

If you’re looking for the highest-quality English-language speakers without paying a premium for domestic staffing, Mexico is a great solution. Due to the proximity to the US, and the fact that many agents have spent time working or living in the US, most Mexican agents have a high level of linguistic and cultural fluency for US English. 

Even better—the vast majority of Mexican agents are bilingual in at least Spanish and English—meaning that you can expand your services (offering bilingual or multilingual customer service), thus offering better customer experiences for your current audience. You can also work on expanding your customer base once you have access to bilingual service and support.

Currently, around 42 million US residents speak Spanish, which means you could be missing out on—or under-serving—a large population of your audience if you don’t offer bilingual services. And while you can certainly find bilingual agents in other locations, there may be other challenges. For example, US agents who are bilingual tend to command premium salaries, while offshore bilingual agents are likely bilingual in languages that aren’t as relevant in the US.