Shipping call center solutions overseas has historically been about one thing—cost. Then Global Telesourcing defined a new offshore model, one that combines lower cost, better quality, and unbeatable results. Here’s how:

 

Vision

The story begins in the late 1990s when Bill Colton, now Global Telesourcing’s President, observed the benefits of Latin America as a call center location. He convinced his employer, Optima Direct, of the need to enter this emerging market, and helped establish operations in 12 Latin American countries

 

Over three years, he was consistently impressed by a convergence of factors unique to his experience of the telemarketing world:

• Hardworking, passionate agents who really understood U.S. language and culture
• A world-class telecommunications infrastructure in key cities
• An attractive economic proposition for premium-level service

Understanding the potential to provide more than a low-cost alternative, Bill hoped to one day utilize his Latin America experience to set a new benchmark for quality.

 

Operations

When Bill joined Democracy Data & Communications (DDC) as Vice President for Political Communications, the opportunity to achieve his goals emerged. There he met Tom Herrity, an entrepreneur who had driven two companies to success based in large part on an ability to meet the needs of top-tier corporate clients.

 

His first company, Direct Impact, filled the grassroots and guerilla marketing needs of such leading companies as Microsoft and Altria. Direct Impact was ultimately acquired by Young & Rubicam. Following this success with leadership of DDC, Tom was then serving 40 of the Fortune 50 with a combination of political strategy and web-based technology.

 

Bill related his Latin America experience and the advantages for a clientele like DDC’s. Tom quickly recognized the opportunity for another great company. That conversation launched Global Telesourcing

 

Location

In the early days, the company worked with call centers throughout the Americas, seeking the right location to fully realize our vision. We found it in Monterrey, Mexico.

 

Located just across the U.S. border, Monterrey boasts some of the most talented agents in the marketplace. What’s more, their language and cultural fluencies are derived from long-term residence and lifelong connections to the U.S. Here, we knew we could build something unique.

 

A talented American manager permanently living in Mexico assumed leadership at the site, and his Fortune 100 program experience was an immediate asset. A group of top-notch call center professionals quickly formed. The result was a truly bicultural management organization with a vested interest in the company.

 

Value

While we regard our origins with pride, what we hope stands out for clients is how our story influences our service. We do offshore differently because we came to it differently—with different goals, a different structure, and a different operating model. We’re not a multinational conglomerate. We’re an owner-operated company that pairs Latin American advantages with US management best practices to offer what no one else can. A near-shore solution that beats domestic providers on cost, quality, and results

 

That’s our story—and our mission.