Is this service delivered as a dedicated team or a managed service?

Both models are available. A dedicated team works as an extension of yours under our leads, and a managed service makes us accountable for the outcome against agreed service levels. We define this together during discovery.

How long does it take to stand up this service?

It depends on size and profile, and usually runs from a few weeks for standard roles to a staged ramp plan for large operations. In discovery we give you a concrete timeline for your case.

Which Mexican city is this delivered from?

It depends on the profile and volume. We size each operation with the right city among Mexico City, Monterrey and Mérida, based on talent availability and the type of work.

Business process outsourcing

Customer experience and omnichannel support

Voice, chat, email and social support, with assessed bilingual agents and quality measured per interaction.

A dedicated team handles your voice, chat, email and social channels under your policies and brand voice, with scripts and knowledge bases we keep current together with you. Every interaction is scored against the metrics that matter to you, from CSAT to first-contact resolution, with weekly calibration between supervisors to keep quality consistent across agents and shifts.

What you can expect

Coverage of the client's full business day with no night shifts.
CSAT measured and reported per interaction, not by sampling.
Friction-free ramp up and down with seasonal demand.

Languages

Native Spanish and English up to C2 as the core pairing, with levels assessed before assignment. Additional languages subject to confirmed availability.

Best-fit cities

Mexico City for large bilingual operations and regulated work, Monterrey for B2B and technical support, Mérida for customer experience and back office with high retention.

Locations

Part of Business process outsourcing · Other services in this line

Bilingual and Spanish-language support Technical support and help desk Sales, telesales and lead generation Collections and accounts receivable Finance and accounting outsourcing Human resources and recruitment process outsourcing Back office and data processing Trust, safety and content moderation Travel, hospitality and reservations support Healthcare BPO and patient support

Frequently asked questions

Let us design your operation

Book a discovery call or request a tailored proposal. We answer nearshore enquiries within six hours.

Request a proposal