Expanded delivery supports voice, email, chat, social, and text, with bilingual English and Spanish language and rapid scaling.
ATLANTA, GA / ACCESS Newswire / February 3, 2026 / ServeRetail, a retail-focused customer experience and call center outsourcing partner, announced an expansion of its nearshore customer support delivery in Latin America to help U.S. retailers strengthen 24/7 service coverage, continuity planning, and speed-to-scale during peak-demand periods.
ServeRetail’s nearshore delivery model is supported by service delivery locations across Latin America, including Colombia, El Salvador, Belize, and Jamaica, providing geographic resilience, cultural alignment, time-zone coverage, and staffing flexibility for U.S. retail programs.
“Nearshore only works at an enterprise level when coverage, governance, and technology are designed as one operating system,” said Keir Lovell, Global Head – Retail at ServeRetail. “We’ve expanded nearshore delivery to provide 24/7 bilingual support that can scale quickly, while maintaining disciplined quality controls.”
The expanded nearshore delivery supports voice, email, chat, social media, and text, including bilingual English and Spanish support, with the ability to add Portuguese and French as needed.
ServeRetail’s service delivery model integrates AI capabilities into day-to-day operations, including AI-powered real-time accent translation, AI quality management for calls and chats, conversational AI, and agentic AI designed to handle routine inquiries, with escalation to human teams when needed.
The operating model includes weekly QA calibrations and monthly business reviews, aligning quality standards and performance governance with client requirements. Capacity planning for the expansion includes the ability to scale by 100 agents in two weeks, supporting seasonal ramps and event-driven volume spikes.
Security and compliance controls supporting retail operations include recognized certifications and standards such as ISO 27001, PCI DSS, SOC 2 Type II, ISO 9001, and NMSDC certification.
ServeRetail’s expanded nearshore capacity is available immediately to U.S. retail and ecommerce brands seeking 24/7 bilingual coverage and rapid staffing scalability across customer care and order-support functions.
About ServeRetail
ServeRetail is a retail BPO and customer experience partner supporting ecommerce and omnichannel brands across multiple customer care channels and operational support workflows. The company operates 40+ centers across 12 countries spanning North America, Latin America, Asia Pacific, and EMEA, and provides multilingual retail support in 25+ languages. ServeRetail’s security and quality posture is supported by recognized standards and certifications. For more information https://www.serveretail.com
Contact:
Name: Darwin Harvey
Email: info@serveretail.com
Phone: +1 (484) 456-4044
SOURCE: ServeRetail
View the original press release on ACCESS Newswire
