In the modern landscape of customer service, outsourcing has transcended traditional boundaries, with companies like LT Apparel demonstrating the strategic advantages of nearshoring operations from Chile. This shift not only allows American brands to manage customer service efficiently from over 8,000 kilometers away, but also capitalizes on the local talent pool and advanced technology. The case of LT Apparel, a leading American clothing group renowned for its school uniforms and fashion retail, highlights how an operational partnership with CGS Chile has successfully merged high-quality customer service with business growth, particularly during high-demand seasons like ‘back to school.’
Unlike typical offshoring models that prioritize cost-saving, LT Apparel and CGS designed their collaboration as a high-standard nearshore operation. Providing seamless omnichannel support in both English and Spanish, CGS ensures that the service delivered meets the same rapid response times and quality expectations as an American-based call center. Pablo Rossel Estay, CEO of CGS Latam, underlines that the true value of nearshoring to Chile lies in its blend of bilingual talent, operational stability, and a strong cultural affinity with the US, shifting the conversation from simple cost reduction to enhanced reliability and agility in customer experience management.
Initiated in 2025 after extensive preparatory work, the customer service operation began with a modest team that could scale significantly during peak seasons. This flexibility allows LT Apparel to manage demand fluctuations effectively, while ensuring that all customer interactions are handled by well-trained professionals fluent in English and experienced in serving developed markets. The scalable approach ensures that LT Apparel can maintain high service standards, crucial in a sector where nearly 90% of revenue is generated in just a few months.
The results of this partnership have been compelling, with LT Apparel’s Net Promoter Score (NPS) soaring by 33 points, translating to a remarkable year-on-year increase of 471%. This transformation of the contact center from a cost center to a revenue generator illustrates the power of effective customer engagement. CGS’s proactive handling of complex queries has opened new channels, leading to over $180,000 in wholesale orders—a significant milestone for a company previously unacquainted with this avenue of customer interaction.
As technology continues to play a pivotal role in enhancing service quality, CGS integrates tools like Genesys Cloud and their proprietary MIRA system to direct inquiries and manage customer relations effectively. With nearly 95% of interactions involving order tracking and product inquiries, swift resolutions are critical. Looking forward, CGS is poised to implement AI copilots and self-service bots to further enrich the customer experience while maintaining the human touch. This synergy of advanced technology and dedicated personnel positions Chile as a promising player in the advanced outsourcing sector, emphasizing that geographical distance is no longer a hurdle to delivering exceptional customer service.
