Baja Call Center Inc’s Business Continuity Plan Yields Unexpected Results

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Baja Call Center Inc’s early transition to Work-at-Home environment kept employees safe and ensured uninterrupted services for clients

www.bajacallcenter.com

“We saw what happened in other countries obviously and as soon as the COVID-19 numbers started to inch up in the U.S. in January, we made the decision to act fast to avoid any health risks for our employees or business disruptions for clients…” said Justin Lines, CEO

As cases of COVID-19 began to add up in the United States early this year, the executive team at Baja Call Center Inc made a proactive decision to create a work-from-home program for their 400+ employees. The early action kept employees safe, ensured uninterrupted services for clients and resulted in even more efficient operations – and unexpected growth.

Headquartered in San Diego, California, Baja Call Center Inc owns and operates three call centers in Tijuana Mexico that provide inbound and outbound phone support, chat and email support, and Cloud-based telecommunication services to clients; a Fortune 1000 clothing brand, leading online retailers, CBD distributors, logistics, insurance and financial services companies, and more.

“We saw what happened in other countries obviously and as soon as the COVID-19 numbers started to inch up in the U.S. in January, we made the decision to act fast to avoid any health risks for our employees or business disruptions for clients. It was an arduous undertaking by every member of our team but the end result has been far beyond what we expected,” said Justin Lines, CEO.

But Lines is the first to admit that it was anything but an easy transition. First came the technical challenges.

Many of BAJA’s clients require that agents be able to access their individual software and systems. And many agents did not have the appropriate computers and equipment at their homes to perform their duties. A decision was made to purchase laptops for employees and allow others to take their office computers home. BAJA’s IT department then set up remote VPN access to give the employees remote access to company servers and remote access to tech support. The company then put a variety of programs into play to allow direct contact with supervisor, human resources, payroll and IT as well as video interview capabilities for the recruitment team. “Companywide implementation of SLACK for communications as well as Zoom for meetings and training were critical to the transition to a remote working environment. In addition, we rapidly developed and deployed a proprietary time clock solution to meet the needs of our clients and internal billing department,” said Gerardo Trejo, IT systems development manager.

“Many call centers in in the U.S., Mexico and across the world have ceased operations as they were not able to implement a work from home process,” added Lines. “We are thankful we followed our instincts as the move has proved so successful that we plan to keep a percentage of the workforce at home when the crisis passes. Productivity and job satisfaction have both improved and that increased efficiency further allows us to keep pricing affordable.”

Baja Call Center caters to mostly U.S. companies who need approximately 10-100 support agents nearshore. In addition to bilingual (English/Spanish) customer service, the company offers back office support, document preparation and sales.

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Sophia Contreras Media Relations Director
Baja Call Center Inc.
+1 8668688790 Ext: 707
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