Why Tijuana matters for nearshore support
- West Coast proximity reduces travel time and improves collaboration for companies on the U.S. West Coast.
- Dual-site resilience: Two physical locations (Zona Centro and Zona Río) let us route traffic, maintain business continuity, and spin up surge capacity without service disruption.
- Cross-border commerce experience: Many agents are familiar with U.S. customer expectations and regional industries such as logistics, e‑commerce, and manufacturing.
- Robust bilingual talent pool offering accent-neutral English and native Spanish for seamless handoffs and higher CSAT.
- Operational flexibility to run staggered shifts across sites to cover peaks, perform targeted hiring, or separate regulated workloads.
Our two Tijuana locations and what each provides
- Zona Centro (Tijuana) — Ideal for executive visits, client workshops, and programs requiring close cross-border coordination. Benefits: easier site access, collaboration-ready meeting rooms, rapid stakeholder engagement, and strong local recruiting networks for customer-facing roles.
- Zona Río (Tijuana) — Designed for scale, redundancy, and tech-forward operations. Benefits: modern facility footprint for larger seat counts, enhanced network and infrastructure options, and proximity to logistic corridors for quick equipment staging and disaster recovery planning.
Together, Zona Centro and Zona Río create a single Tijuana delivery cluster that offers the agility of a boutique partner plus the reliability of a multi-site provider.
Call Center Services we deliver from Tijuana
- Omnichannel Customer Support — voice, chat, email, and social with unified knowledge bases and SLA-driven routing.
- Inbound & Outbound Sales — lead qualification, appointment setting, renewals, and retention campaigns with CRM integration.
- Technical Support — Tier 1 troubleshooting, ticket management, and escalation coordination for hardware and software products.
- Back-Office Operations — order entry, claims processing, data capture, and reconciliation to streamline client workflows.
- Collections & Verification — compliant, empathetic processes to recover revenue while protecting customer relationships.
- AI-assisted agent tools — real-time prompts, automated QA sampling, and speech analytics to improve efficiency and training.
Key differentiators of our Tijuana Call Center
- Dual-site advantage (Zona Centro + Zona Río) for resilience, scale, and client-facing accessibility.
- Proximity for in-person collaboration — ideal for clients who prefer regular site visits or executive exchanges across the border.
- Industry-ready agents with experience serving retail, logistics, healthcare, and SaaS verticals prominent in the region.
- Flexible shift models to match U.S. Pacific and Mountain time-zone peaks and to integrate into follow-the-sun coverage.
Frequently asked questions: Call center in Tijuana
1. Where are your Tijuana sites located?
Redial BPO operates two Tijuana locations: Zona Centro (central, client-facing) and Zona Río (scale and redundancy). Both sites are staffed with bilingual agents and connected through centralized systems.
2. Why have two sites in one city?
Two sites provide redundancy, faster scaling, workload segregation for compliance, and better recruitment depth, delivering higher availability and operational flexibility than a single-site model.
3. Can you route traffic between Zona Centro and Zona Río?
Yes. We use live routing and centralized WFM to move volumes between sites instantly for surge, disaster recovery, or targeted staffing needs.
4. Do both sites support the same services?
Both sites deliver core services (omnichannel support, sales, technical support, back-office), and we can isolate specialized or regulated programs into a single site when required.
Call Center in Tijuana: Zona Rio and Zona Centro locations
Contact Center in Tijuana
(Zona Centro)
Call Center in Tijuana
(Zona Rio)
Partner With Redial BPO
Your customers don’t stop, and neither should your customer service. With Redial BPO’s Follow-The-Sun model, you can ensure uninterrupted support that builds trust, enhances loyalty, and drives growth.
Contact Redial BPO today and discover how our BPO Services across the globe (Mexico, Costa Rica, South Africa, and the Philippines) can help you achieve cost savings, efficiency, and world-class customer satisfaction.
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