FCR, a provider of outsourced live agent call center and business process solutions, plans to open a contact center, 170 miles south of San Diego, in Baja California, Mexico.
Headquartered in Eugene, Oregon, FCR operates contact center facilities in Oregon, Montana and now Tijuana, Mexico. The site is centered within the heart of Tijuana’s International Business Park and provides easy access and close proximity to the US-Mexico border crossing, company officials said.
FCR has planned a Grand Opening for April of 2018 with an initial team of 30-50 full time employees, and expects to grow their employee footprint to over 300 full time employees in the Baja area over time. The expansion allows FCR to augment its U.S.-based domestic operations with high quality bilingual and Spanish language services for its existing and future clients.
FCR’s new Tijuana, Baja center is located within the CCSI Otay Industrial Park Complex and is fully integrated with FCR’s U.S. operations, a company spokesperson said. The center will mirror FCR’s existing systems, processes and procedures, compliance rules, and high performance standards its clients have become accustomed to. As with all of FCR’s sites across Oregon and Montana, FCR’s management team will maintain operational control of the Tijuana location with cross border management training and close partnership and communication with the dedicated on-site Supervisors, Team Leads, and Agents of the center.
“We are very excited about our newest expansion in Tijuana,” said Matthew Achak, Co-Founder of FCR. “Our clients have been asking us for a solution such as this for years now, and we believe this near shore solution will provide us the ability to offer our clients more service offerings for their Spanish language and bilingual needs. “
“Our clients and the industries they represent are ever changing and increasingly more global. We see this as an enhancement to our existing English language operations in the U.S. and as an opportunity to expand our services to a much wider audience as well. We will always continue to grow our domestic sites in the United States, however now we have the nearshore operations to complement our clients’ needs for Spanish language and bilingual services as well,” he added.
Katheryn Carnahan, President of FCR, added, “It’s important for us to maintain consistency for our clients and to ensure they continue to receive the same great service they’ve come to expect from us. We’re committed to creating nearshore operations that are not only fully integrated with our operations and infrastructure in the U.S., but also one that matches our culture and values as well. As with all of our current domestic centers, FCR wants our colleagues in Tijuana to feel as if they are just as much a part of the FCR community and culture as our colleagues in Oregon and Montana. We’re really excited about this next chapter in the FCR story.”