Nearshore Americas

Young America Shifts a Call Center from Canada to Mexico

U.S. marketing agency Young America is moving one of its contact centers from Canada to Mexico, a move analysts say is largely aimed at cutting costs. The Carver County, Minnesota-based firm has most of its call centers in Ontario, Canada, but many of them are likely to be shifted to Mexico in the days ahead.

“Our clients are asking us to deliver lower-cost alternatives for customer care and localized experiences for their Spanish-speaking customers. This center meets both needs without going offshore,” said Chris Behrens, the company’s interim President and CEO.

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Young Americas has this week announced the launch of its contact center in Mexico, but did not disclose the location of the new center. The company, in the meanwhile, has reiterated that it will maintain its core customer contact center operations in Chatham-Kent, Ontario.

It is believed that the high wages in Canada are preventing the company from seeing profit and forcing it to cut costs. The new contact center, the company says, will help its “clients create extraordinary customer experiences without requiring extraordinary budgets.”

The US firm says its Mexican contact center will be managed by a third-party partner headquartered in El Paso, Texas, but did not disclose its name.

“We initiated a multi-phase test and migration plan with selected clients in May 2013. The center was fully-optimized in September 2013,” the agency said in a press release.

Founded in 1972, Young America claims to produce more than 3,500 national and local marketing programs annually.

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Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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