Contact Center Solutions Featured Article

New Mexican Immigrant-Serving Contact Center Opening in Arizona

November 04, 2008

Mexico is one of the largest sources of immigrants, legal and illegal, into the U.S. And in response to the needs of its former residents, the Mexican Government is opening the first of several contact centers in Tucson, Arizona, reports the Arizona Daily Star.
 
The story said that the Tucson facility, which will be open 24/7, will have nine contact center agents and three supervisors specially trained in assisting Mexican citizens, especially illegal immigrants, with a wide range of issues. These include including domestic violence, detentions, human-rights abuses, accidents on the job, and immigration matters such as obtaining visas.
 
The agents will be instructed to take their reports and direct the concerns to the appropriate officials at whichever of the five Mexican consulates in Arizona has jurisdiction. In Tucson, the Mexican Consulate there has assembled a group of lawyers who will assist with cases as needed.
 
The contact center could help in processing of information in an emergency, said Mario Agundez, a member of the U.S. Border Patrol's Search, Trauma and Rescue unit (BORSTAR) in the story. BORSTAR is responsible for numerous rescues of would-be illegal immigrants.
 
As part of their training, the contact center staff will have worked with people facing deportation through the Border Patrol's Operation Streamline in the federal court in Tucson, said the newspaper.  They have also visited hospitals and been involved in other outreach activity with Mexican Consulate officials. The center is also developing an operations manual.
 
If the Tucson center is successful others may open in other states with large especially illegal Mexican resident populations, such as California and Texas; the Tucson facility will only handle cases in Arizona. Eventually, the contact center will have access to a communication network that connects every the Mexican consulate.
 
“[The contact center] is in response to the demands of Mexicans living here in the U.S.," Juan Manuel Calderón Jaimes, the Mexican consul told the newspaper. "The center for Arizona will serve our most vulnerable population, the undocumented.”
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Michelle Robart

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!