By Emiko Nagano.-
American corporations are now moving their call centers for customer service and technical support to Mexico. The benefit is not just cheap labor and the same time zone. Unlike the past call centers in India and Philippines where bad telephone connections and deciphering their accent were simply annoying, the new operators speak American English, and that because they grew up in the US, many of them undocumented. Nonetheless, they are educated in America, talk like Americans and act like Americans. No need for providing cultural sensitivity trainings or accent reduction courses. Some of them were deported from the US for not having the right paper or for their petty crimes. Some go back to look for a job and decent living, as you can’t get a job in corporate America unless you have the proper work authorization in the US. Compared to the locals in Mexico, these operators get paid better than the average. It is an interesting dynamics however way you look at.