News : Mexican Call Center Tries to Connect Families to Missing Migrants
TUCSON, Nov 13, 2013 -- The mother calling from the Mexican state of Chihuahua hadn't heard from her son for days and she feared the worst. Her voice cracked. She spoke quickly. She told the young man on the other end of the phone that she needed help.
In Tucson, a meticulously coiffed young operator wearing a dark tie responded calmly in Spanish. "When was the last time you spoke with him?" he asked.
They last talked, she said, right before her 23-year-old son embarked on an illicit journey into the United States, trudging through the Arizona desert. The operator, busily typing notes into his computer, listened sympathetically.
The woman had called the national nerve center for Mexicans hunting for answers. Located in a small office inside the Mexican Consulate in Tucson, the center is staffed by 21 diplomats — men and women mostly in their 20s or 30s — who answer toll-free calls from Mexico, the United States, Canada and, sometimes, even Europe.
The operators field about 4,500 calls a month on issues reflecting the complex relationship between the U.S. and Mexico: Do U.S. labor laws protect workers in the country illegally? What's the latest on immigration reform? How do I send money to my daughter being held in immigration detention?
But the most urgent and sensitive queries are appeals like the one from the mother calling one summer morning from Chihuahua — desperate people looking for loved ones.
Ricardo Pineda, the Mexican consul in Tucson, said the call center had been around since 2008, a year after the immigration debate reached a boiling point in Arizona and state officials passed a law targeting employers who hire people who are in the country illegally. Based in Tucson because of its proximity to the border, it's the only call center of its kind the Mexican government operates.
In 2008, operators received inquiries only from Arizona, mostly from callers asking about new state laws. Slowly, that changed. More Mexican nationals discovered the toll-free number, (855) 463-6395, and began to call from south of the border, many trying to track down a missing relative who had made the illegal, and often dangerous, journey north.
As tension peaked after the passage of Arizona's immigration law SB 1070 in 2010, calls increased. Supporters of the law took to protesting in front of the consulate, Pineda said. Some of them turned aggressive, he said.
In July, the call center officially went national with a new name, Centro de Información Sobre Actualidad Migratoria, or Center for Current Immigration Information. Staffing was increased to 21 from 12, and the center operates seven days a week.
Its main objective is to provide information on immigration, often warning callers to guard against scams suggesting easy ways to cross the border or obtain immigration papers. On the morning Eduardo's mother called, another caller said she'd heard that the U.S. had revamped its immigration laws.
"I can assure you there is no immigration reform," a female operator replied.
Weekly training classes hone the operators' skills, giving them a chance to tackle difficult situations presented by callers who may sometimes be illiterate or handicapped in some way. If the operator can't find a match within the databases, a missing person report is created. Operators ask for physical descriptions, such as tattoos, scars or dental work.
Operators are trained to tap into a variety of databases; some are public, such as the searchable inmate list on the Arizona Department of Corrections website. Others are obtained through a partnership with Immigration and Customs Enforcement.
The work can be stressful, but the operators show no sign of stress. Instead, they speak in monotones, enunciating their words slowly, in an attempt to steady frantic callers.
About 90% of those who are missing are found, Pineda said. The center gets about three calls a day asking about people it cannot find.
Sometimes, the center discovers, people who've gone missing don't want to be found by their relatives. In those cases, staffers try to pass on phone numbers and gently suggest they call.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Understand Why Customers Buy
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 145,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Friday, November 15, 2013