A Great Customer
Experience Starts Here
The GTCX partners founded the company with a clear-minded vision for elevating customer experience.
Our goal on Day 1 was to draw on a shared background in sales-focused contact centers to establish a new kind of Cx company. Not another one-size-fits-all business processing outsourcing provider. Not the typical offshore contact center.
We were aiming to supply elite brands with exceptional Cx and results, but we weren’t sure where to locate the right talent.
Opening in Mexico
GTCX spent 5 years exploring various Latin American locations and partnerships. Finally, in 2008, we found our home.
In Mexico, we discovered a pool of fluently English/Spanish bilingual, effortlessly bicultural talent. The place we were searching for was right over the U.S. border in Monterrey, where customer service is a profession.
Most importantly, we soon realized that the people we wanted to work with—motivated, enthusiastic, and up for the challenge—were looking for an environment just like the one we were creating.
Building a Business
Over more than a decade, we built out our Monterrey campus to more than 1,100 agent workstations. We also built a name for ourselves based on a simple value proposition: premium quality Cx with a nearshore cost advantage.
That helped us build a U.S. client base spanning the telecommunications, energy, retail, restaurant and healthcare sectors.
And the whole time, we were building a culture embodying our ideals. GTCX today is based on opportunity for advancement, open-door management, and a work hard, play hard, support-each-other mentality that empowers team members to “make it happen,” for themselves, their families, and the company.
Our Values
- Work hard
- Be fair
- Share success
- Take care of others
- Invest in excellence
- Beat the competition
- Grow by making clients want more
A Fresh Look At The Future
By 2021, the GTCX model was rock solid, client needs had increased post-pandemic, and we saw our chance to open a second contact center in León, Mexico. Once again, we uncovered great talent, great technology infrastructure, and great accessibility via nonstop flights from a multitude of U.S. cities, just like we enjoy in Monterrey.
The León facility has enabled us to grow our talent pool, increase our geographic diversity, and offer operational redundancy to enhance clients’ business continuity.
Perhaps most importantly, the experience of launching another successful operation confirmed for us the potential in second-tier Mexican markets the competition hasn’t yet entered. In these types of locations, we see new ways forward.
