The real cost saving of Mexico BPO call center services

Mexico BPO call center services offer many benefits. From strategic locations and regulatory compliance to high-security standards in infrastructure, just to mention a few. That's why Mexico has become a key destination for expanding U.S. companies looking to outsource their customer service.

But among all these advantages, do you know the real short and long-term savings that this strategy offers? Here is a breakdown.

Cost savings in Mexico BPO: An overview of numbers

If you wish to outsource your customer service, you know that onshore options can cost up to US$29 - $35 FTE/hour. This is why offshore and nearshore strategies are becoming increasingly popular, generating a higher return on investment. In the present day, the most affordable choices are:

• Nearshore

• Mexico: US$13.50 - $16.50 FTE/hour

• Offshore

• India: US$8 - $14 FTE/hour
• Philippines: US$12 - $16 FTE/hour

Now, we know that operating costs will be one of the main factors to consider when outsourcing your customer service. However, to understand the true performance of such a strategy, you need to look beyond these initial figures. Here are the three most significant cost savings that a Mexico BPO offers you compared to other countries:

Employee engagement

First, call centers in Mexico experience lower employee attrition. Unlike some Asia-Pacific regions, where annual turnover rates are estimated to be between 25% and 40%. Therefore, by choosing a Mexico BPO call center, companies can drastically reduce recruitment and training problems, which results in significant savings in the long term.

Distance

Secondly, geographic distance can be challenging to keep operations flowing smoothly. Coordinating with offshore teams is a greater investment of time and money than with nearshoring teams. For example, flights from the U.S. to India can take up to 13 hours, while flights to the Philippines can add up to 22 hours, depending on the departure city. 

Instead, if you want to visit your Mexico BPO contact center to oversee operations, you are only from 2 to 5 hours away.

Compliance

How much would you say is your customers' privacy worth? How much is your company's reputation worth? Today, customers increasingly value companies that safeguard their data. So compliance is essential to maintain a quality service and an excellent brand image. 

This is what Mexico BPO offers. Unlike regions such as Europe, the Middle East, Africa (EMEA), and Asia-Pacific (APAC), identified by the U.S. government as highly vulnerable areas in terms of physical and digital security.

Beyond Savings: The additional value of Mexico BPO call center services

The services of a Mexico BPO go beyond cost reduction and offer an additional value proposition. Yes, these services allow companies to reduce their operating expenses, but they also provide a complete set of short and long-term advantages. All of this improves the efficiency and competitiveness of their operations. 

Here are some of the most cost-effective benefits:

Short-term advantages

• Skilled workforce: Mexico has a large supply of professional workers. As a result, its labor market can meet the premium or highly specialized service needs of different market segments.

• Cultural proximity: Mexico has great knowledge of U.S. culture, as it is a border, bilingual, and bicultural country. This allows Mexican call center agents to fully understand the needs and expectations of U.S. customers. As well as achieving more fluent communication in English. 

• Higher quality: All of the above has helped forge a customer service culture that delivers high-quality experiences. As a result, Mexico is one of the countries that offers warm, empathetic, and professional service in every interaction. Which is key to increasing customer satisfaction.

Also read: Call centers in Mexico: A business bridge to customer's heart

Long-term advantages

On the other hand, when companies choose Mexico BPO call centers, they are also investing in long-term competitive advantages. For example:

• Growth potential: Mexican call centers offer flexible scalability solutions to grow with you as your business requirements change. This allows companies to be ready to adapt to fluctuations in demand and long-term growth. 
  
  
• Long-lasting relationships: When you invest in a quality nearshore contact center, you get the workforce and infrastructure to adapt to the environment’s changing dynamics. This lays the foundation for a strong and long-lasting business relationship built on trust, efficiency, and quality service.
  
  
• Global competition: Finally, companies that choose Mexico as their BPO destination have a strategic location to compete in the local U.S. market and also internationally against the main regions (EMEA, APAC).

Overall, Mexico has proven to be a key destination for customer service outsourcing. Not only does it bring significant cost savings, but it also adds substantial value. For example, in terms of quality, compliance, and long-term competitive advantages. 

This way, companies that choose this strategic location are better prepared to thrive in an increasingly competitive and globalized business environment. If you are interested in investing in a Mexico BPO contact center, contact us and find out how we can help you succeed.