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West Opens New Customer Contact Center in Guadalajara, Mexico

August 05, 2010

West Customer Management Group or “West,” a provider of customer contact and workforce management solutions, has announced the opening of a new customer contact center in Guadalajara, Mexico.

Located in the state of Jalisco where some of Mexico’s most prominent educational institutions are situated, Guadalajara offers a young, educated talent pool of English/Spanish-speakers.

The state-of-the-art facility, as well as access to Guadalajara’s educated and bilingual workforce, enables West to provide a near-shore location that offers both high-quality customer service and greater cost efficiencies, company officials said.

Initially the West facility in Guadalajara will support 400 contact center seats with the ability to expand as needed. Scheduled to open in the third quarter of 2010, the facility will offer customer care, sales, and first-party collection calls.

Matthew Driscoll, executive vice president at West Customer Management Group said the company has selected Guadalajara to provide the 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. The management of the new site will be a mix of U.S. and local leadership which helps the new site adapt to proven expertise to the local environment.

West will ensure reliability and the highest levels of data security through a redundant architecture and infrastructure that is similar to its U.S. based contact centers, according to company officials.

Multi-level hiring process enables West to identify well-educated and dedicated employees who have the skill sets to deliver the highest quality customer care and enhance the caller experience.  

In Guadalajara, students of all education levels participate in English language courses designed to develop a strong English/Spanish-speaking population. The 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., company officials commented.

Guadalajara is a business-friendly location as it offers ease-of-travel from the U.S. and has a stable weather conditions. Flights to Guadalajara are a fraction of the time and cost of traditional offshore locations. Combining the expertise of highly qualified agents with lower labor costs, travel times, and travel expenses, West allows its clients to meet their customer service needs, the company said.


Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Stefania Viscusi

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