Nearshore and offshore contact center solutions across Mexico, Costa Rica, South Africa, and the Philippines — powered by AI, built for compliance, and designed to grow with you.
The model
A follow-the-sun model keeps work moving by handing coverage from one region’s staffed day to the next. Instead of asking one site to operate every hour, the program uses teams in time zones that naturally cover different parts of the customer day.
For Redial, that operating footprint spans Mexico, South Africa and the Philippines. The model is useful when customers need continuous availability, but it still requires one operating plan: shared documentation, defined ownership, a consistent quality standard and a clear escalation path. The exact hours and handoff points are set for each engagement.
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A Redial night shift
Manila or Johannesburg operations floor
How coverage works
Baja California operates on Pacific time, Johannesburg on UTC+2, and Manila on UTC+8. That spread lets a program place staffed windows across the customer day and pass ownership at agreed points.
Illustrative coverage framework. Exact shift windows and handoff points are set with each program.
Seamless by design
A handoff only works when every site uses the same operating rules. The program design defines ownership, documentation, quality checks, training and escalation before coverage begins.
Coverage windows, staffing needs and ownership are planned as one program rather than as unrelated site schedules.
The engagement uses shared scorecards and review expectations so a customer gets the same standard across regions.
Program documentation and training materials establish one workflow while local leaders coach their teams.
Open work and urgent issues move through a defined escalation path with an owner at every handoff.
Benefits
Honest limits
A single site may be the better choice when coverage stays in one time zone, the program needs only one language, or the starting volume is too small to divide responsibly. It can also be simpler when work does not need to move between regions. Redial can scope either model around the actual hours, languages and volume instead of forcing a multi-region design.
Our locations
Redial combines two Mexico sites with operations in Johannesburg and Manila. Exact capacity is confirmed with each program.
650+ seats
Our flagship nearshore hub. Bilingual delivery in U.S. time zones with proximity advantage for fast onboarding and program management.
700+ seats
Neutral English accents and a university-educated talent pool. Time zone covers EMEA daytime plus U.S. overnight shifts.
350+ seats
Offshore scale in the world’s mature BPO market. Large English-speaking talent pool with cost efficiency at high volume.
Corporate office
4275 Executive Square, Suite 200
La Jolla, CA 92037
Built for
Reservations, guest support and loyalty-program assistance across customer hours.
Technical support and customer-success coverage for software and technology companies.
Proof
Redial’s delivery footprint spans Mexico, South Africa and the Philippines. Programs use shared documentation, quality standards and escalation paths so regional handoffs stay coordinated.
FAQ
What is the follow-the-sun support model?
It is a coverage model in which work passes between staffed teams in different time zones, allowing customer support to continue as one region’s day ends and another begins.
Which countries does Redial cover from?
Redial’s delivery footprint spans Mexico, South Africa and the Philippines.
How does a handoff between Mexico and the Philippines work?
The engagement defines the handoff time, required notes, current owner and escalation path. Exact windows are configured for the program.
Is follow-the-sun the same as a 24/7 call center?
Not exactly. A single 24/7 site covers every hour from one location. A follow-the-sun model distributes staffed windows across regions.
When is a single site the better choice?
One site can be simpler for a small program, one language, one time zone or work that does not need continuous coverage.
Where are Redial’s offices?
Delivery teams operate in Tijuana, Mexicali, Johannesburg and Manila. Redial’s corporate office is in La Jolla, California.
Redialers work in four cities. See open roles →
The best way to understand what Redial can do for you is a quick conversation. We’ll learn about your needs, walk you through how we work, and if there’s a fit, put together a custom quote — no obligation, no pressure.
Nearshore & offshore call-center teams that protect your brand — PCI DSS and HIPAA-compliant, and ready to scale with your volume.
