Nearshore Staffing Services with Remote Team Solutions
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Nearshore Customer Service
and Support Staffing

Hire nearshore customer service and support professionals from Mexico (not offshore). Get highly trained, bilingual agents who perfectly align with your business.

Talk with us about your customer service and support team needs

Nearshore Customer Service Outsourcing Solutions
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Scale with Nearshore Customer Service and Support Staffing

Using remote staffing firms to outsource customer service and support roles is a strategic advantage for US companies looking to scale operations while controlling costs.

By leveraging nearshore staffing services in Mexico, businesses can hire dedicated, customer support and service agents at significantly reduced costs. You’re involved in the hiring process, and you manage your own team, so you can easily uphold quality of service standards without the extra added administrative burden.

With a proven track record for quality remote staffing across various industries and positions, we help businesses scale while reducing costs, streamlining operations, and improving customer satisfaction.

Let’s talk about how RTS can support your current capabilities with nearshore customer service and support staffing today.

Benefits of Nearshore Customer Support/Service Outsourcing

Working with a nearshore remote staffing agency to fill customer service and support positions is typically more attractive than local or offshore hiring because of:

Improved Customer Retention and Satisfaction

Reducing customer churn and increasing revenue per client are powerful ways to grow your business. One of the quickest ways to do that is to expand your customer service and/or support teams through nearshore staffing. With more resources dedicated to customer care, your business can prioritize client satisfaction and foster long-term loyalty.

Nearshore Customer Outsourcing Services
outsourced customer team

Operational Cost Savings

You can significantly reduce operational costs by outsourcing customer support and customer service processes instead of maintaining in-house teams. With Remote Team Solutions, businesses can save up to 60% compared to local staffing, allowing you to reinvest those savings into other areas of growth.

No Contracts & No Recruiter Fees

We simplify the process by including all fees in one monthly invoice. You’ll only pay the agreed-upon rate for each team member, without additional contract or recruiter fees, making budgeting predictable and straightforward.

hiring a nearshore customer service team saves up to 60% by outsourcing

Bilingual Support (English/Spanish)

All RTS team members are fluent in both English and Spanish, catering to the US’s diverse market, where nearly 20% of the population speaks Spanish. This helps you reach a broader customer base and provide excellent service to both English and Spanish-speaking clients.

Scalability

Our flexible solutions make it easy to scale your customer service team based on demand. Whether you need additional support during peak seasons or for a new project, we ensure that your team is always fully equipped to meet your needs.

Expertise and Quality

We recruit highly trained professionals through a rigorous screening process, including skillset tests, psychometric evaluations, and background checks. We provide top candidates that can join your team and deliver high-quality, efficient support to your customers every time.

Outsource a nearshore customer support team
Nearshore customer support talent

Location and Cultural Alignment

By operating nearshore teams in Mexico, we capitalize on the advantages of proximity, cultural alignment, and time zone compatibility with the US. Our bilingual teams help bridge any communication gaps and deliver outstanding support for your diverse customer base.

Ongoing Professional Development

To keep our talent pool at the top of their game, we offer comprehensive HR, training, and IT support backed by experienced management and a modern technology infrastructure.

State-of-the-Art Offices

Your remote customer service and support team operates from our secure, professionally managed offices, not from home. This lets us deliver consistent service quality and reliable oversight while saving you the cost of office space and supplies.

Nearshore customer support talent

How Nearshore Staffing Services Work at RTS

Remote Team Solutions tailors our staffing process to your requirements—matching your review stages and tests, letting you choose every candidate, and cutting time and costs by up to 60%.

01
Needs Assessment
02
Strategic Kickoff
03
Talent Scouting, Attraction, and Screening
04
Reference and Background Checks
05
Evaluations
06
In-Depth Interviews
07
Client-Centric Candidate Selection
08
Seamless Onboarding
09
Continuous Empowerment and Training
10
Ongoing Support and Partnership
1
Needs Assessment

We start the process with an in-depth analysis of your staffing requirements, identifying suitable skill tests and psychometric evaluations for your ideal candidate profile. You’ll be assigned a specialized and certified Talent Acquisition Leader accompanied by a full support team to ensure a bespoke approach and a perfect fit for your team.

2
Strategic Kickoff

Your Talent Acquisition Manager, along with a Talent Acquisition Leader who specializes in the positions you need to fill, will collaborate with you to thoroughly understand your organizational culture and develop a tailored recruitment strategy. This step involves selecting the most appropriate skill tests and psychometric analyses and integrating any additional evaluations or other steps necessary for a comprehensive and coordinated hiring process.

3
Talent Scouting, Attraction, and Screening

Our approach to this pivotal step is multifaceted. First, we engage in active scouting and headhunting to identify candidates who meet your specific criteria, simultaneously utilizing our extensive database of pre-vetted professionals to verify that no potential match is overlooked. 

4
Reference and Background Checks

Rigorous reference checks and background verifications are conducted on short-listed candidates to affirm their reliability and integrity.

5
Evaluations

Candidates undergo skill tests and psychometric analyses, along with any additional evaluations you prefer, to confirm their skills and suitability for your team.

6
In-Depth Interviews

Certified recruiters conduct comprehensive interviews, confirming that candidates meet all position requirements and fit well with your organizational values and culture.

7
Client-Centric Candidate Selection

We present a selection of top candidates for you to review and interview, empowering you with the final decision to ensure each candidate is an ideal fit.

8
Seamless Onboarding

Our IT and HR teams work together to facilitate the smooth integration of new members into your company’s workflows, promoting rapid team productivity.

9
Continuous Empowerment and Training

Our commitment extends beyond recruitment. We offer ongoing development opportunities through our Remoties Training Camp, ensuring your team remains current and competitive.

10
Ongoing Support and Partnership

With RTS, you gain a full spectrum of support services. Our HR, Talent Development, IT, and Talent Acquisition Teams work tirelessly behind the scenes, effectively acting as an extension of your own departments to secure sustained team success and goal alignment.

Success Stories & Testimonials

Below, you’ll find success stories and testimonials that demonstrate the tangible impact of nearshore staffing services:

Unified Global Customer Care Operations

Saela, a US pest control company, recognized the strategic benefits of consolidating its operations in a nearby location that shared its time zone and cultural nuances, and was accessible for in-person management. They chose Mexico, and partnered with Remote Team Solutions to implement a nearshore staffing strategy. RTS helped Saela build a team of 37 professionals across eight roles. This strategic move helped Saela become one of the top 25 pest control companies in the USA, out of over 30,000 competitors. With Remote Team Solutions’ support, Saela now handles over 2,500 calls daily, consistently delivering exceptional service, enhancing client retention rates, and solidifying its position as a leader in the pest control industry.

Saela Pest Control Logo
Testimonial Tom Burns Union Supply Group

Creative, Cost-Effective Solution

Tom Bruns, Regional VP of Aramark/Union Supply Group, highlighted the cost savings they experienced from working with Remote Team Solutions: “Pedro and his team at Remote Team Solutions do an excellent job for us. Truly a partnership that delivers above expectations year after year. The quality of their systems, service, and personnel are second to none. And all are put to work for our customers creatively and cost effectively. I am not sure if we are their largest customer, but they manage our business needs like we are number one.” 

Testimonial Tom Burns Union Supply Group

Why Choose RTS As Your Nearshore Staffing Agency?

Reduce labor costs, improve employee retention, and scale without sacrifice. Our nearshore staffing model helps companies save more than 60% on wage and benefit expenses while building and maintaining competent and reliable customer support and customer service teams. See how others have put our remote staffing services to work.

Good Things Happen When You Outsource Customer Service with RTS

Customer Service Positions

Outsourcing customer service and customer support roles to Remote Team Solutions can build capacity in your operations.  If you’re looking to fill comprehensive customer support or customer service roles, we provide the staffing expertise and guidance you need. With our commitment to quality, we help your business achieve optimal efficiency while contributing to improved customer satisfaction. Learn more about how our nearshore staffing services work and how we can make a difference for your team—contact us today!

Nearshore Customer Service Outsourcing FAQs

Find answers to common questions about nearshore customer service and support staffing. Please contact us if you have additional questions or want to explore other staff augmentation options!

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We use a thorough recruitment process that includes skillset tests, psychometric evaluations, extensive background checks, and comprehensive reference checks. Only the best candidates are selected to meet your business needs. Once they’ve passed our stringent requirements, candidates are passed along to you for the final interview. You have the final say on whether they’re hired.
Nearshore customer service staffing involves remotely building and operating customer support, success, and service teams in nearby countries, such as Mexico. Nearshoring offers several benefits over offshoring, including proximity to the US, cultural similarities, and time zone alignment. These factors make communication and collaboration more efficient, enhancing customer satisfaction.
Nearshore staffing services are a cost-effective way to scale your operations with highly-qualified customer service staff, so you can handle higher volumes of customer issues with ease. Affordable, flexible customer support and service staff can improve efficiency and productivity metrics like:
  • First Contact Resolution (FCR): The percentage of customer issues resolved on the first interaction.
  • Customer Effort Score (CES): Assesses how easy or difficult the customer’s experience was.
  • Cost per Resolution: The total support costs divided by the number of resolved issues.
  • First Response Time (FRT): The average time it takes for an agent to provide the initial response to a customer inquiry.
  • Abandon Rate: The percentage of inbound calls or chats that customers end before connecting with an agent.
  • Tickets Handled Per Hour: Tracks the number of tickets each agent or the team as a whole interacts with per hour.

Our hiring process includes steps like:

  1. Identifying your needs
  2. Screening candidates
  3. Conducting interviews
  4. Selecting the best fit for your team

You make the final hiring decision, giving you full control over who joins your company. Additionally, we handle payroll and benefits for your hires, helping you save time, effort, and significant costs.

Other Nearshore Roles Include

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Design

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Invoicing

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Medical Processing

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Executive Assistants

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Cybersecurity

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Engineer Designers

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Tech Support

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Software Developers

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Business Intelligence

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Legal Assistants

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