Narayan AmmachchiMexican lender Grupo Financiero Banorte has earmarked US$40.2 million to expand its contact center operations and step up hiring of student agents.
The country’s third-largest bank already runs contact centers nationwide, where half of its agents are students working part time. In Monterrey alone, Banorte plans to add nearly 3,000 new positions, on top of the 3,000 people currently employed at its centers in the city.
The workforce is young — the average age is 22, and 51% are students. Reports suggest this model has lowered call abandonment rates from 3% to 0.84% and boosted the customer recommendation index by 10%.
The company’s flagship center, “El Visionario,” combines human expertise with advanced technology. It now handles more than 45 million interactions a year across voice, chat, video calls, social media, and email. Services range from everyday queries and card blocking to PIN activation and account openings.
Founded more than 110 years ago and headquartered in Monterrey, Grupo Financiero Banorte is one of Mexico’s most influential financial institutions. It serves over 13 million customers through 1,286 branches and 6,749 ATMs, and manages more than US$140 billion in assets.
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