Building a 24/7 Nearshore Call Center in Central America | 🎙 The Nearshore Cafe Podcast

Описание: Welcome to The Nearshore Cafe Podcast, hosted by Brian Samson and sponsored by 💻 Plugg Technologies (plugg.tech), a nearshore talent partner connecting U.S. companies with English-speaking software engineers and digital talent across Latin America.

In this episode, Brian sits down with longtime entrepreneur Joe Helleny, Founder & CEO of CourtMoney, to discuss how U.S. companies can successfully build a 24/7 nearshore call center in Central America.

Joe shares his journey from fourth-generation entrepreneurship in Southern Illinois to building ATMs, launching online government payment systems, and expanding into full-scale municipal software development. The conversation explores how and when founders know it’s time to outsource support — and how nearshoring became a strategic advantage.

Together, they break down:

• When founders should step out of day-to-day support
• Building a 24-hour call center operation
• Lessons from U.S.-based call center partnerships
• Transitioning to Central America nearshore teams
• English proficiency and professionalism concerns
• Handling sensitive financial transactions offshore
• Time zone vs. quality tradeoffs
• AI, automation, and the future of SaaS in payments

Joe explains how his Nicaragua-based team became more than just a cost solution they became a long-term operational partner.

🎧 If you’re a founder, SaaS operator, or business owner exploring nearshoring, customer support outsourcing, or Central America call center solutions, this episode delivers real-world insight.

Sponsored by Plugg Technologies 👉 https://www.plugg.tech

Learn more about CourtMoney 👉 https://www.courtmoney.com

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⏱️ Chapters

00:00 – Welcome & Sponsor (Plugg Technologies)
01:01 – Meet Joe Helleny (CourtMoney)
03:31 – Building a Portfolio of Businesses
04:06 – Staffing Challenges in Rural America
09:56 – When to Launch a Call Center
12:49 – Designing a Call Center System
14:25 – U.S. vs Philippines Outsourcing
16:21 – First Thoughts on Latin America
19:09 – Vetting a Nearshore Team
20:30 – English & Professionalism Concerns
22:22 – Handling Complex Customer Scenarios
24:31 – AI, SaaS & The Future of Payments
26:52 – Expanding Beyond Call Centers

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🎙️ Host

Brian Samson
Host, The Nearshore Cafe Podcast
Sponsor: 💻 Plugg Technologies
Website: https://www.plugg.tech

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🎙️ Guest

Joe Helleny
Founder & CEO, CourtMoney
🌐 Website: https://www.courtmoney.com

📧 Email: [email protected]

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🎙️ Sponsored by Plugg Technologies

Connecting U.S. companies with vetted software engineers and digital talent across Latin America.
Website: https://www.plugg.tech

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🌎 Follow The Nearshore Cafe Podcast

Website: https://www.nearshorecafepodcast.com

Linktree: https://linktr.ee/nearshorecafepodcast