Coworking space Intugo
Shared Service Center in Mexico
April 25, 2023
two persons talking with a tablet in hand at Intugo BPO facilities
The Current State of Technology in Mexico
May 19, 2023
Coworking space Intugo
Shared Service Center in Mexico
April 25, 2023
two persons talking with a tablet in hand at Intugo BPO facilities
The Current State of Technology in Mexico
May 19, 2023

Six Steps to Start a Call Center in Mexico


As with all endeavors, starting a call center in Mexico is challenging. Establishing a business of this type requires a meticulous and detailed procedure. It is a challenging project that must be executed step-by-step to ensure its success.

Companies can establish a call center in Mexico by doing the following:

  • Setting goals.
  • Creating a budget.
  • Identifying what type of call center is to be established.
  • Establishing a team.
  • Implementing training for agents.
  • Choosing the appropriate software solution.

Setting goals

To begin with, before undertaking an effort to establish a call center in Mexico, it is better to ask yourself why you should embark on the project or why you need one. This will help you to be clear about the objectives that your new business will have.

Have you already established clear objectives for your call center in Mexico? For example, you may want to create a small or mid-size call center to generate leads or immediate payments from clients.

However, it is essential that when creating your objectives, you establish key performance indicators or KPIs. Every call center should develop key metrics to help achieve its business objectives. This is an indispensable rule for all types of call centers in Mexico. KPIs should not only be established at the campaign level but also be defined by communication channels.

Remember that every call center in Mexico needs to measure all its indicators through reports. Therefore, it is essential to use a software solution that allows you to create the reports you want that best suit your business and its goals and objectives.

Creating a budget

Before you ask yourself how to establish a call center in Mexico, you should be clear about the budget you plan to invest. Either from personal savings, partners, or loans. Preparing a budget for a call center should be based on these criteria:

  • Number of employees.
  • Size of campaigns and installations.
  • Types of software for call centers.

In any business start-up, one must always make adjustments in what they are going to spend. For this reason, we recommend that you consider the alternative of starting a virtual call center in Mexico.

Call centers are being built in the cloud, and you must keep up with new techniques and technologies. By opting for a cloud solution, you can utilize an in-office workforce and consolidate remote workers that can connect to your system from wherever they are.

Call Center Intugo Mid Top

Identifying what type of call center in Mexico is to be established

The next step is to determine which type of call center you should establish. As you know, there are operations for outgoing calls ( outbound ) or incoming calls ( inbound ). Your choice of what kind of call center in Mexico you wish to establish will depend on the objectives you have mapped out.

Call center for incoming calls or inbound

Inbound campaigns for call centers in Mexico are aimed at providing customer service. Therefore, the team you form can mainly solve a client’s problems with the service or product. Among the other functions that they can assume include:


  • Help with technical or product desk services.
  • Attention to the update and renewal of contracts.
  • Solutions related to payments and orders.
Outbound call center in Mexico

In outbound call center campaigns, agents make outgoing calls to customers. They are typically assigned to the sales and collections team. They can also focus on the following activities:

  • Telemarketing.
  • Bank collections.
  • Market studies.
  • Surveys.
  • Data collection.
  • Generating leads.

Productivity in a call center is a critical factor for success. Therefore, call center dialer types such as predictive or progressive can be added to the operation. In this way, the agent employed by your call center in Mexico will only have contact with numbers answered by people.

Establishing a team for the call center in Mexico

BPO Team IntugoNow that you have a clearer understanding of how to set up a call center in Mexico, the next step is to build the ideal team for your business to be successful. Remember that your agents are the main face of your business. For this reason, it is advisable to create an ideal profile of your agent to use as a guide when interviewing applicants.

Remember that assembling the team of agents for your Mexico operation will be based on the type of contact center you have chosen.

How to hire agents for your call center

Hiring qualified agents is always a challenge, but it is not impossible. For this reason, it is preferable that after creating an ideal profile for the agent, you ask questions that help you get to know your candidates.

Some of the criteria that you should consider before starting a call center in Mexico are the following.

  • Do you need to have flexible hours covered?
  • What is your experience in different campaigns?
  • Is your availability remote or face-to-face?

The information that comes from these responses to these questions will help you have a clear picture of what an agent needs and their expectations for your business.

Call Center Team Intugo

Implement agent training

We are close to completing the steps to establish a call center in Mexico. The next point is to create a training program. Doing so ensures that agents and team leaders do quality work. In this way, you will provide a high service level to your customers.

Remember that the training of your agents must be part of the work policies of your call center. For that, you must establish dates and times. Thus, the agents of your call center facility will be able to organize their time.

Additionally, it would be best to have contact center software that allows you to listen to your agents perform live. In this way, you will get the best ideas to improve their performance and use the best interactions they had with customers as teaching examples.

Choosing the appropriate software solution

In addition to in-office systems, a cloud-based platform can power your contact center in Mexico. This can be a system that agents can access from different devices such as cell phones, PCs, or tablets. All can be accessed with a stable internet connection. As a result, the agents for your call center in Mexico can enjoy the flexibility of working in the office or, as has become increasingly common, from a remote location.

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