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Universal Contact Centers handles the Mexico staff recruiting, hiring, payroll, IT, HR, administrative and labor law requirements.  This allows our clients to focus on their core business goals while leveraging the advantages of a nearshore integrated workforce.  Clients are in full control of their Mexico based staff to ensure company brand and performance requirements meet or improve their standards.

Business Needs

Customer Experience

customer service focused on first call resolution, grade of service and other important KPI while effectively delivering client’s company brand including client scripts and tone.

Sales and Lead Generation

expertise in inbound/outbound call campaigns, chat/email/text sales engagement campaigns, product training per client needs (financial, product, ancillary services, telecom and more)

Consumer finance

sales, loan finance applications, processing, underwriting and more.

Quality Assurance, Quality Control

dedicated quality control monitoring, email/chat/sms quality monitoring, sales or enrollment verifications, compliance to company branding and protocols with record keeping, reporting, and scoring. Intra-day escalated alerts for key issues.

Debt collection

delinquent account collections, charged off recoveries and more with extreme focus on compliance.

1st or 3rd party debt collection

Debt collection training may be client’s own, provided by Universal Contact Centers or a combination including FDCPA, state consumer collection regulations (i.e. California Rosenthal Act), and federal and state medical debt regulations and legislation.

Full range of collections from early delinquency to charge off including skip tracing, debt asset validation and other client needs.

Order processing

inbound or outbound efficient order processing for all types of needs.

Social media management and engagement

live support or customer engagement on popular services like Facebook business, Google, Yelp, Moment feed (social media review tracking, Synup and more.

Surveys

gather qualitative information from your customers or clients using a call-based or hybrid call-email-sms based methodology to improve your offerings, target marketing strategies and improve service.

Workforce Models

Office-only based

Combination Office and WFH

Work From Home (WFH)

Benefits of a Nearshore Service
Center in Tijuana, Mexico
English English Spanish Spanish

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