Pentafon Rides Nearshoring Boom; Strikes Multi-Year Deal with US Client

Mexican CX provider Pentafon Contact Center struck a multi-year deal with Young Living Essential Oils, a Utah-based company. 

Characterized by both parties as a “strategic partnership”, the deal will have Pentafon delivering contact center services for Young Living’s clientele in the US, Mexico and the rest of Latin America. 

Pentafon confirmed that it will be providing service through the equivalent of over 100 full time agents. The deal will be renewed automatically on a yearly basis, the company added.

“By joining forces, Young Living and Pentafon aim to revolutionize the day-to-day experience for Young Living members through omnichannel solutions, cutting-edge technology and a shared commitment to excellence,” Pentafon stated in a press release.

“The highlight of this partnership is the improvement of the customer experience by offering Young Living members top-notch service for the US, Mexico and LATAM markets,”  Ana Legorreta, Managing Director at Young Living Mexico, was quoted as saying. “This could not be achieved without Pentafon’s talent, professionalism and experience in the industry.”

Pentafon has been operating in the nearshore call center space for almost two decades. The company provides CX, collection and sales services for large corporations from Mexico and the US, including Walmart, Sephora, Liverpool, DHL, CitiGroup and Didi. Currently, it has 2,600 work stations in seven delivery centers distributed throughout Mexico and the rest of Latin America. 

Founded in 1993 and operating out of Lehi, Utah, Young Living is a seller of essential oils and related products through what’s known as a multi-level marketing model.

The Pentafon-Young Living deal exemplifies Mexico’s strong positioning within the nearshore CX delivery space. Mexican and international companies have for decades leveraged the strengths of the country for CX: a wide labor force, good digital infrastructure, a variety of location options for delivery and (lately) a wealth of emerging alternatives for sourcing.

The recent strengthening in the trade ties between the US and Mexico has brought even more attention to Mexico’s capabilities for service delivery, allowing firms such as Pentafon to capitalize