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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 are met or improve their standards.
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.
Office-only based
- Client satellite office within Universal Contact Centers dedicated to your Mexico based staff
- Client satellite office with client branding (colors, logos, wall art) and marketing collateral to ensure your Mexico based staff feels they’re part of your company… at heart.
Combination Office and WFH
- Client may choose to setup a hybrid office and WFH model whereby their selected roles or percentage of staff may work in office and remainder from WFH.
Work From Home (WFH)
- Secure connectivity based on client preferences: WFH agent to client data center VPN connection, or WFH agent connection to Universal Contact Centers data center.
- Clients may elect regionally or “boundless” WFH staff depending on their level of skill and expertise preferences.
- Security through encryption, dual authentication, and other standard remote connectivity protocols.
- Flexibility to meet changing client needs as contact agents can connect at moment’s notice to mitigate call surge or short notice changes.
- Real time monitoring of all agent keyboard and screen activities.
- Universal Contact Centers handles all Mexico regulatory requirements for WFH agents including partial expense reimbursement for home connectivity and expenses.
Center in Tijuana, Mexico