The Contact Center Industry in Mexico is strong and optimistic.
Despite increasing global competition, growth for most Call Centers in Mexico is expected to continue.
International studies repeatedly rank Mexico in the top 5 worldwide and top 3 in Latin America as an expanding and competitive market.
Good times for call centers in Mexico.
According to a recent study published by the National Institute of Teleservices (IMT), year 2017 was reported to be another successful year for Call Centers in Mexico.
With a global growth in the industry of 9.4% and expectations for 2018 are very optimistic. (At least 80% of the companies surveyed expect to keep growing for 2018.)
Telephone-based services are still “King” in the contact center industry but other services being provided by Mexican companies include: Email Services, SMS, IVR, Chat/ Mobile Apps, Video Call, Web Collaboration, and more.
Financial and IT services are the still the most popular.
While the call center industry in Mexico has a wide range of services that includes government, utilities, insurance, marketing, retail, auto industry, hospitality, customer among many others, IT and financial services are the most sought after.
Customer service (35.53%), marketing and sales(28.95%) and collections (13.16%) are the top 3 of services provided by the industry in the country, according to the study.
The United States is still the main business partner for the call centers in Mexico, but other markets such as Latin America, Europe, and Asia are increasingly seeking Mexican Call Centers to partner.
Employment and Demographics in
Call centers in Mexico play an important role in terms of employment in the country. With 85% of their workforce as contact executives, they also have a wide range of opportunities for technical and administrative staff including engineering, software and IT, marketing and support.
South Central and the North West are the most populated regions in Mexico accounting for 61% of the total number of call centers in Mexico, 68% of the total number of stations and 71% of the total of executives according to the study.
Besides the increase in foreign investment capital in the industry, 91% of the contact centers surveyed reported being owned by Mexicans.
As time has passed, call centers have transformed local economies by employing hundreds of jobless citizens every year. If you want to read more about it, we recommend you read this article:
If you are looking for a call center in Mexico give us a call or shoot us an email.
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