One of the largest and most robust in Latin America is the Mexico’s contact center industry. Maria Eugenia Garcia, the president of Instituto Mexicano de Teleservicios said that over 20,000 companies in the country have some type of the contract center activities. To provide professional services which encompasses consulting, training, a certification program and a quality control for companies is one of the major line of action and the second one is to date IMT that has trained about 36,000 people from various companies, they consult there work for 320 companies.
In small to medium sized firms, there are also many it includes the telemarketing, collection services and surveying. The Telfex, Teleperformance., Atento, Televista, Atencion Telefonica, B-Connect and Digitex from Spain are the biggest companies operating out of the country.
The majority of the companies was located in and around Mexico City. It is almost 20% operate from Monterrey and the balance was shared mainly between Guadalajara and Puebla. They have a healthy distribution, before 60% of the companies were in Mexico City and the companies was looking to have sites in different parts of the country. The Guadalajara was growing faster than before, there was a real push by the companies like the TCS, it create Information Technology solution there.
It has a n effect on the contact center sector, the contact center industry is growing at a rate of 11%, a decrease from the prior years which saw an annual gains of 18%. The IMT would certify the students not only in English proficiency but also in their competency to do the work. The IMT are working in the government on the certification of various types of positions such as collections, customer service, supervisor and the quality control.
The effective promotion of Mexico, it shows various advantages in doing business. According to Garcia, other of the countries have attractive incentives in terms of the taxes and they help the industries. However, they have the competitive advantage because they have the quality and quantity that the people needed.
Improving the contact center industry is the third pressing challenge. People can feel proud of working in a contact center. The main sectors that they served are banking, finance, education, insurance, government and healthcare.
This are the types of services:
In Specialties:
In Customer Geography:
In Languages:
- 72% – Bilingual – English and Spanish
- 25% – Bilingual – Spanish and Portuguese
- 30% – Bilingual – Spanish and French
The 79,000 workstation and 117,000 employees shown a 60% increase over the last five years. The outsourcing is the best strategy, people who own and manipulate business should outsource, for them to have a good development. Like in our company, we have the best development.
REFERENCE:
http://nearshoreamericas.com/mexican-contact-centers/
