Business Wire 2010 2010-08-03 00:15:04: West Customer Management Group today announced the opening of a new customer contact center in Guadalajara, Mexico.
Through this state-of-the-art facility and access to Guadalajara’s educated and bilingual workforce, West is able to provide a near-shore location that offers both high-quality customer service and greater cost efficiencies. “West is very excited about the new Guadalajara facility,” said Matthew Driscoll, executive vice president, West Customer Management Group.
“We carefully selected this location so we could provide our clients with the kind of cost efficiencies and quality customer service they expect from West.” The new Guadalajara site geographically extends West’s near-shore contact center solutions, and combines the advantages of lower-cost labor with proven management strength. A mix of U.S. and local leadership will manage the new site to adapt proven expertise to the local environment.
West will utilize a redundant architecture and infrastructure that is similar to its U.S. based contact centers to ensure reliability and the highest levels of data security. Using a multi-level hiring process, West can identify well-educated and dedicated employees who have the skill sets to deliver the highest quality customer care and enhance the caller experience. Benefits of Guadalajara Known as the “Silicon Valley of Mexico,” Guadalajara offers a young, educated talent pool of English/Spanish-speakers.
Guadalajara is located in the state of Jalisco, which is home to some of Mexico’s most prominent educational institutions, including 12 universities and 72 postgraduate schools. Also, students of all education levels participate in English language courses designed to develop a strong English/Spanish-speaking population. This availability of highly-educated labor not only provides West’s clients with high-quality customer service to English-speaking callers, but it also supports the quickly growing population of Spanish-speakers in the U.S. With its ease-of-travel from the U.S. as well as stable weather conditions, Guadalajara is a business-friendly location. Flights to Guadalajara are a fraction of the time and cost of traditional offshore locations.
Pairing highly qualified agents with lower labor costs, travel times and travel expenses allows West’s clients to meet their customer service needs. The West facility in Guadalajara will initially support 400 contact center seats with the ability to expand as needed. It is targeted to open in the third quarter of 2010 and will service customer care, sales, and first-party collection calls.