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Deported Mexicans Find Work in Mexico Call Centers

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September 11, 2017

Deportees from the U.S. Become Telemarketers in Mexico (AJ+)

When a customer in the US who needs technical support with his satellite television system or his credit card gets on the phone to make a call, it could very well be that it will be answered by a young man like Luis Eduardo Avila.

Avila, 32, was deported five months ago to Mexico from the US. He is currently in training. He has to answer calls in English from people who are clients with Dish, one of the biggest subscription-based television service companies in the US. Avila helps clients with complaints or technical problems.

He does it thousands of kilometers away, at a call centre located next to the Monument to the Revolution in downtown Mexico City.

'Some people are curious and they ask ‘Whom am I speaking to? Where am I calling?', but they're nice and say they want to visit Cancun. Others are a bit problematic. ‘I want to talk to an agent in the United States!', they say. So then I have to transfer them to one, says Avila. There are currently over 110,000 people offering services in English to clients in the US from contact centers or telephone assistance offices in Mexico. The telephone services sector employs about 700,000 people.

Many bilingual repatriates quickly find their first jobs back in Mexico in the telephone services sector with no need for prior experience or school diplomas. Salaries are at least four or five times lower than what they would earn at a similar job in the US.

... Telecoms firms, financial sector companies, insurance companies, travel and tourism agencies, and telemarketing firms all outsource their services to other countries to lower their operating costs.

According to Maria Eugenia Garcia, director of the Mexican Teleservices Institute, the number of jobs in the telephone service sector has increased by 75 per cent in the last five years, and many of the new workers are bilingual repatriates.

Read the rest at MENAFN

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