Solution
Customer Service & Contact Center Outsourcing
TEKS provides customer service and contact center outsourcing with dedicated bilingual agents trained on your scripts, systems, and service standards. From inbound questions to outbound follow-up, we help your customers get clear answers and timely assistance.
TEKS Solutions staffs customer service programs with bilingual agents dedicated to one client, working under that client's name and inside its systems, from an operations floor in the Monterrey metropolitan area that holds Central Standard Time all year, with contracting and account management through TEKS Solutions LLC in Arlington, Texas.
Scope of work
What the dedicated team handles.
Day-to-day activity your TEKS team executes inside your procedures and systems. Scope is set in solution design and can expand as the program matures.
- Inbound customer calls and inquiry handling
- Outbound customer follow-up and notifications
- Resolving customer questions within authorized scope
- Routing customers to appropriate internal departments
- Payment assistance where authorized by your policies
- Appointment assistance and scheduling support
- Service follow-up and customer retention outreach
- English and Spanish customer support
How the program is arranged
- 01Coverage scheduled against your call-arrival pattern, on U.S. Central hours
- 02English and Spanish on every channel, held to one response standard
- 03Agents assigned to your account, trained on your products, scripts and authority matrix
- 04Routine calls and notifications handled by the team; disputes, complaints and credit questions escalated to your staff
The operating environment
Figures from U.S. Bureau of Labor Statistics, each carrying the period it covers and the date it was checked. See the full ledger on the homepage.
2,595,750
customer service representatives employed nationally
May 2025 · U.S. Bureau of Labor Statistics · Checked 2026-09-14
$44,770
median annual wage of a U.S. customer service representative
May 2025 · U.S. Bureau of Labor Statistics · Checked 2026-09-14
In depth
How this program actually runs.
Coverage sized to your call pattern
Inbound volume is not flat. It clusters around opening, lunch, the end of the working day and whatever your billing calendar does to it. A fixed in-house headcount either carries idle capacity for the quiet hours or drops calls in the peaks, and it is usually the peaks that decide whether a customer calls back.
A dedicated team is scheduled against your actual arrival pattern on U.S. Central hours, in English and Spanish, and can scale up for a seasonal peak and back down afterward on agreed notice.
Scope and authority, written down before launch
The document that makes or breaks a customer service program is the authority matrix: what the team may resolve alone, what needs a manager, and what must reach your staff untouched. Writing it down before launch forces the conversations that otherwise happen after a customer has been told the wrong thing.
Typical shape: account and status questions answered from your system of record, appointments moved within published rules, templated notifications sent — with disputes, complaints alleging misconduct, attorney contact and anything touching a credit decision escalated immediately.
Bilingual as the default, not an upgrade
Every team is bilingual, so Spanish-speaking customers are held to the same response standard as English-speaking ones rather than waiting for the one person on shift who can help them. For dealer and finance customer bases in Texas and the Southwest that is frequently the deciding factor in whether a customer stays.
How quality is actually reviewed
Recorded calls are scored against a card you approve, note completeness is checked daily through launch, and a weekly review covers answer rate, resolution within scope, callback timeliness and escalation accuracy. Because agents are dedicated, a coaching note from your manager reaches the same people the same day — which is the mechanism a shared pool cannot offer.
How it runs
Your name, your systems, your policies.
TEKS agents work as an extension of your team — logged into the platforms you authorize, following the procedures you approve, with every note and outcome documented where your managers already look.
- 01In your name
- Customers hear your company, not a vendor. The relationship and the account stay with you.
- 02In your systems
- Agents work inside the CRM, DMS, servicing or accounting platform you authorize, so the record of the work is already where your team looks for it.
- 03To your policies
- Procedures, scripts, escalation paths and compliance rules are yours. We train to them and audit against them.
- 04Reported to your managers
- Activity and outcomes are visible in real time to the people who run your operation.
Classification
First-party, under your name.
Whether a specific engagement is classified as first-party servicing or third-party collection under the FDCPA depends on its structure and is determined with your counsel. TEKS runs every program to Regulation F standards regardless of classification.
The operating standards each program is held to are listed on the collections support page.
Where it applies
Industries this program is built for.
First-Party BHPH Collections Support
First-party collections, insurance tracking and customer calls for buy-here-pay-here dealerships — dedicated bilingual teams working inside your DMS.
How TEKS helpsAutomotive Finance BPO
Verification, servicing support and first-party collections capacity for lenders and finance companies, staffed to your credit policy.
How TEKS helpsAuto Dealership Outsourcing
Bilingual customer communication, verification and follow-up for independent dealerships and dealer groups — inside your CRM or DMS.
How TEKS helps
Questions
Common questions about customer service.
What is customer service outsourcing?
Can outsourced customer service be bilingual?
Do you offer both inbound and outbound support?
By industry
Customer Service by industry.
Where this program runs differently for a specific kind of operation, it has its own page written for that operation.
Automotive Finance
Borrower Servicing Desk
Bilingual borrower servicing desk for auto lenders: payments, payoff quotes, title release, autopay and complaint intake, run inside your servicing platform.
Read the programAuto Dealerships
Dealership BDC
Outsourced BDC for franchise and independent dealers: lead response in minutes, appointment setting, service scheduling and after-hours coverage in your CRM.
Read the program
Further reading
The guides behind this page.
Operator guides from the TEKS resource library, each with its figures sourced and dated.
- How Dealerships Use Nearshore BPO to Scale Operations
How auto and BHPH dealerships use nearshore BPO for customer service, collections and verification — what it covers, what it costs, and how to launch it.
9 min read
- What Is Nearshore Customer Service Outsourcing?
What nearshore customer service outsourcing is, how it differs from offshore and in-house, what U.S. staffing costs, and what to look for in a partner.
7 min read
- Customer Service Outsourcing: A Buyer's Guide
What to settle before outsourcing customer service: scope and authority, engagement models, onboarding, quality review, compliance and staffing costs.
7 min read
- Nearshore vs Offshore Customer Service
Nearshore versus offshore customer service compared on time zones, language, oversight, travel and total cost — so you choose on workflow, not hourly rate.
8 min read
Next step
Discuss customer service for your operation.
Start with a discovery call. We will map your workflow, systems and coverage needs and come back with a tailored staffing plan and proposal.
We typically respond within one business hour during business hours.