Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events






News : Mexico Call Centers Await ‘Huge Pool of Talent’ if Trump Keeps Deportation Pledge


Tijuana, Mexico, February, 2017 -- If Donald Trump deports millions of people, Mexico’s call centers will have one word for him – and it won’t be gracias; it’ll be thanks.

The booming industry needs English speakers to service US customers, and the US president seems set to oblige with a deportation force that could banish record numbers of Americanized Mexicans south of the border.

"That’s a huge pool of talent for us," said Joe Andere, executive vice-president of Americas Survey Company (ASC), which with its sister company Voxcentrix has 450 call center stations in Tijuana. "We’re looking for people at the moment. All the companies are."

Employing native English speakers who understand American culture gives Mexican call centers an edge over rivals in India and the Philippines in a competitive, billion-dollar global industry.

Call centers here already employ thousands of people deported under the Obama administration. They do market research, sales and technical support for companies. Their English can be so fluent and idiomatic that customers assume they are in the US.

Luis Vargas Salazar, 53, a former marine deported in 2014 after 51 years in the US, is due to start a call center job this week. "I aced the tests," he said. "I scored so high on all the English exams they signed me up straight away."

Ring2 Dashboards & Wallboards Free Trial

Call centers post flyers on the noticeboards of migrant shelters where deportees usually spend their first nights after expulsion. The flyers promise dollar commissions, bonuses and benefits, such as free coffee and cookies. Wages, however, are low – about $100 a week.

From just a handful a decade ago, there are now more than 50 call centers employing more than 10,000 people just in Tijuana, a sprawling city abutting a border wall beyond which lies San Diego.

"We’re fighting for the same pool of people so we have to refine our retention strategies. Wages are going up," Andere said. "The industry is growing every single day." About 80% of his agents are bilingual – and of those, most were deported.

If Trump keeps a promise to swiftly deport 3 million undocumented people, possibly followed by millions more, it will benefit call centers, the executive said. "Absolutely."

Joe Andere, an executive with the Americas Survey Company in Tijuana. Photograph: Rory Carroll for the Guardian

The upbeat view contrasted with the anxiety gripping immigrant communities around the US. Immigration and Customs Enforcement raids swept up 680 people last week, sparking grassroots resistance and vows to block future deportations.

Mass expulsions could undermine a separate Trump election promise to curb the outsourcing of call center jobs. Seven Democratic senators have lobbied the president to ban federal contractors from offshoring such posts.

Mexico, however, is far cheaper than the US. If the country gets more native English speakers, US corporations will be even more tempted to outsource such work.

Call centers can be a lifeline for deportees who arrive broke, disorientated and disconnected from families in the US. Some of those who left Mexico as infants barely remember the country or speak Spanish.

"Everything was new. It was a new world," said Oscar Ortega, 47, who left four children behind in Duarte, California. He struggled to adapt to life in Tijuana. "I was used to how the [US] runs things. I didn’t know anything about Mexico."

Oscar Ortega, a Tijuana call center worker who was deported from the US: ‘Everything was new. It was a new world.’ Photograph: Rory Carroll for the Guardian

Ortega has been a survey supervisor with ASC since 2009. "It’s been my family." Spending eight hours a day in a cubicle with a headset, talking to strangers across the US, nurtured a connection with his old life. "It makes me feel closer to things over there. I still feel American."

Jaime Castaneda, 37, was in diapers when his family crossed illegally from Mexico, so being dumped back in 2008 – he was convicted of drug possession – came as a shock. "I was in denial for a while." He said he enjoys doing customer satisfaction surveys but plans to appeal the deportation next year, when he will have completed a decade out of the US.

Trying to bypass border security was a dumb move likely to end in capture and jail, Castaneda said. "They have drones, infrared. If you’re smart, you get with the program here, do the nine-to-five."

Some call center agents, however, do attempt to sneak back into the US, said Ramses St Martin, 32, a supervisor. "Some guys will go missing for a couple of days, trying to cross, then they get caught and deported and show up here again."

Many deportees committed minor offenses, such as driving under the influence, but some match Trump’s depiction of "bad hombres" – they are men convicted of serious crimes.

Call centers in El Salvador employ so many former gang members they are nicknamed "homieland", according to the New Yorker.

Salazar, the former marine, spent 14 years in jail for sexual assault. He said he was a born-again Christian who had repented and hoped to return, pardoned and forgiven. Meanwhile, he planned to use his gift of the gab to engage strangers on the phone. "I’m looking forward to it. I like to talk and I like to help people."


Posted by Veronica Silva Cusi, news correspondent

About Americas Survey Company:
Company LogoWe are a 300 station Contact Center Company base out of San Diego, CA: We are well experienced in consumer and B2B studies in a wide array of industries. specialized in Market Research.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Crazy But True!

Read today's tip or listen to it on podcast.

Published: Thursday, February 23, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recording

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =