Golden Gate BPO Solutions, a global provider of customer management and business process outsourcing solutions, added a state-of-the-art, multi-channel contact center with a current capacity of 550 workstations, scalable to 1,000 workstations, in Hermosillo, Mexico. Golden Gate BPO’s most recent expansion was facilitated via an operating partnership with Listen Up Español (LUE), a Portland, Maine-based organization that expanded to the Hermosillo region in 2006. LUE primarily focuses on serving the U.S. Hispanic market through Spanish-language online marketing and direct response industry sales and support services.
In addition to tapping LUE’s existing shared-services capabilities, Golden Gate BPO spearheaded the creation of a dedicated services division, focusing on the company’s expansion into high quality English and Spanish inbound customer service, technical support, and sales. Stephen Ferber, Golden Gate BPO managing partner, stated, “The combination of Hermosillo being an excellent near-shore location with a highly educated and motivated bilingual workforce, LUE’s experience handling a wide mix of complex call types, and their ability to manage unpredictable, spiky, and seasonal volumes provides us with the perfect backbone to roll out our multi-channel dedicated services division.”
Hermosillo is Mexico’s sixteenth largest city, with 715,000 residents and a bilingual labor force of 230,000.