Despite the challenges posed by tariffs under Donald Trump's administration, Mexico reached a historic record in foreign direct investment (FDI), totaling $36.872 billion by the end of 2024.
This growth reflects strong confidence in the country and highlights Mexico’s potential as a strategic destination for nearshoring, especially in sectors like contact centers, technology services, and e-commerce, which have significant expansion potential.
A Strategic Opportunity for the Contact Center Sector
Mexico’s contact center industry is well-positioned to capitalize on nearshoring opportunities due to lower operational costs compared to the United States. While U.S. operations typically allocate 60% to 70% of costs to contact center functions, in Mexico this figure is around one-third, creating a unique opportunity to relocate part of the over 10 million contact center jobs currently based in the U.S. to Mexico.
The Importance of a Positive Campaign and Sector Growth
However, Antonio Fajer, CEO of Pentafon, emphasized the need for a stronger, more positive campaign to promote Mexico as a nearshoring destination. The lack of such efforts has hindered the growth of the services market. A successful example is Colombia, which has executed an excellent promotional strategy and achieved significant success in the contact center sector.
Growth Pillars: Talent and Cybersecurity
Mexico’s success in this market depends on key factors such as developing specialized talent and strengthening cybersecurity. The country must continue investing in training professionals in tech and customer service roles, and ensure that contact centers hold the necessary certifications to operate according to international security standards.
Certifications like PCI DSS, ISO 27001, SOC 2, and ANSI/TIA-942 are essential to guarantee data protection and service reliability. These certifications ensure that contact centers, service providers, and large enterprises follow best practices in security, confidentiality, and trustworthiness, boosting international investor confidence and enhancing Mexico’s competitiveness.
As Antonio Fajer, CEO of Pentafon, stated:
“Mexico has a great opportunity to attract a significant portion of the more than 10 million contact center jobs currently in the U.S. This market is not yet saturated and presents enormous potential for nearshoring.”
By focusing on these pillars, Mexico has the potential to become a leader in the contact center sector, attract foreign investment, and generate high-quality jobs in the process.