TIJUANA, Mexico – Thousands of Mexican citizens deported by U.S. authorities are finding refuge at call centers in Tijuana and other border cities.
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In perfect English — some hardly speak Spanish — they converse with American consumers who buy gadgets, have questions about warrantees or complain about overdue deliveries.
Many of the workers spent nearly all their lives in the U.S., which is a major selling point for Mexico over English-language industry leaders like India and the Philippines. They can chat comfortably about the U.S. housing market and Super Bowl contenders. They know slang.
One consulting firm estimates that by end of the year, Mexico's outsourced call centers will have more than 85,000 workstations — which may be staffed two or three shifts a day. It expects Mexico to hit 110,000 in 2020.