3 types of call centers in Mexico you should avoid
Mexico is among one of the best places for US companies to outsource some of their primary and back office services. Call centers in Mexico such as Voxcentrix have a lot of experience and offer a wide range of options when it comes to outsourcing services. But before you make choice, you should know how to identify the good ones from the bad ones and “yes!” there are some bad ones. The following are three types of call centers your company should avoid at all costs.
Call Centers in Mexico who can’t protect your data and confidential information
Protecting and securing sensitive information should be of concern to any company seeking to outsource some of their work to Mexico or any other country. If you read the news about call centers, you will certainly read several examples of companies who have not done a good job of protecting their clients sensitive information.
Stories of call centers losing, misusing and selling confidential information including identity theft are all too common in the news. Due to the expense and time commitment involved in being officially certified by a third party most companies do not bother in obtaining certification. This is a big RED FLAG, as they simply will not be able to guarantee that your confidential information will be secure.
Before deciding on a call center for your company, make sure you ask for their ISO 27001, HIPAA, IT Technology and Security certification. Select only certified companies that can prove they have been trained and will adhere to US and international data security standards.
“New kid on the block” or “fly by night” Call Centers
In Mexico company size and experience does matter. You will come across many small call centers in Mexico that don’t have experience, infrastructure or know how. They may lack the solvency needed to guarantee your company’s growth and success. These type of companies have problems paying their employees, staff, rent and providers, which can quickly spell disaster for your company, leaving you holding the bag.
Besides not being able to secure your data, amateur fly by night call centers financial constraints prevent them from retaining the best talent available. So they will often have low quality equipment, old technology and poorly trained agents and staff.
“Pop-up” pseudo call centers
Every year, new pop-up call centers in Mexico emerge out of nowhere and enter the call center industry. They believe that a call center is a quick and easy way to make money. They are unprofessional, unprepared, and they love to take advantage of unsuspecting companies that are looking for an outsource partner. They are able to offer very competitive pricing because their service and quality is sub-standard. Remember the old saying “you get what you pay for”?
There are many horror stories of call centers that will suddenly disappear overnight, taking all your company’s money and leaving you in a sea of legal problems and unpaid angry employees who will take to social media to write about their experience.
The next time you are looking for outsourcing services in Mexico, be cautious and do your homework. Look for experienced and stable call centers who have stood the test of time and who have a similar work ethic to yours. Ask to see the call centers IT, Security, ISO, HIPAA and other certification as it applies to your company. You may also want to require the call center to provide “Errors and Omissions” insurance for your campaign. Most importantly schedule an on on-site visit with the call center and ask for company referrals from current and former clients.
Stay tuned and read other blog posts like this to learn more about the industry in Mexico.