Nearshore: How Mexico is Consolidating its Leadership in Customer Service

During his participation on El Financiero TV, Antonio Fajer, president of Pentafon, discussed with Víctor Piz the strategic role Mexico is taking on in the relocation of business services — a phenomenon strengthened by the rise of nearshoring and the growing global need to optimize operations in an increasingly digital and competitive environment.

The nearshore outsourcing model allows companies to subcontract critical processes to providers located in countries close to their main market. Unlike traditional offshoring in Asia, nearshoring offers key benefits: shorter logistical distance, time zone compatibility, and greater operational control.

In this context, Mexico has emerged as one of the world’s most competitive destinations for nearshore BPO, thanks to a unique combination of factors:

1. Geographic and time-zone proximity to the U.S.

   This enables agile collaboration, real-time meetings, and uninterrupted service, enhancing both operational efficiency and customer experience.

2. Young, skilled, and bilingual workforce

   According to Unity Connect, Mexico has a growing talent pool with technical skills and English proficiency, proportionally comparable to BPO leaders like Costa Rica. This allows for high-quality delivery in technical support, customer service, and financial processes.

3. Competitive operating costs

   Operating costs in Mexico can be up to three times lower than in the U.S., without compromising quality. Programs such as IMMEX also provide tax incentives that facilitate foreign investment, making the country even more attractive for nearshoring.

4. Advanced technological infrastructure

   Mexico has invested heavily in telecommunications and data centers, with more than 100 active facilities, extensive fiber optic coverage, and cloud technologies. This infrastructure ensures stability, security, and continuity for critical operations in regulated industries.

5. Economic and trade stability

   Mexico’s legal framework protects intellectual property and complies with international regulations such as the USMCA, providing confidence to sectors like banking, healthcare, and retail that require strict compliance standards.

Key states and lower operational risk

Fajer highlighted that states like Jalisco, Querétaro, Nuevo León, and Mexico City have become investment hubs thanks to their technological infrastructure, trained talent, and stability. In fact, some Mexican cities show lower operational risks than certain U.S. markets, such as Denver, which faces challenges from climate events and high living costs impacting service continuity.

Bilingual talent: a proportional advantage

While Mexico’s absolute bilingual population is smaller than the U.S., the proportion of English-proficient individuals is comparable to countries like Costa Rica. This enables large-scale customer service operations while maintaining high service standards.

Pentafon, for example, has integrated continuous training models using generative AI and predictive analytics to identify talent profiles, accelerate training, and raise preparedness levels from day one.

Investment in skills that drive GDP growth

Fajer also stressed the importance of promoting public policies that develop digital and language skills from the ground up. Programs such as Jóvenes Construyendo el Futuro, he said, show Mexico’s potential to develop competitive talent if aligned with global market demands.

“We have a great opportunity to transform social programs into vehicles of real economic mobility. Training in soft skills and digital tools not only raises individual income but also increases intellectual capital and national growth,” he stated.

A prepared ecosystem that scales securely

Finally, he underlined that having technology providers able to scale operations during peak seasons — like Pentafon — will be key to sustaining nearshore growth. Traceability, international security standards (PCI DSS v4 Level 1, ISO 27001), and the ability to handle surges in digital interaction have become essential to guaranteeing service reliability.

Mexico is ready to take a leading role in the new era of business services. With talent, infrastructure, and strategic vision, the country is not only attracting investment — it is building intelligent solutions for the continent’s most demanding brands.