2019 - RedialBPO

South Africa in Redial BPO’s Cross-Hairs?

December 6, 2019/in BPO /by Veronica Mascareno

I recently returned to the US from a whirlwind tour of the outsourcing industry in South Africa, a trip that really marked me personally and professionally.

South Africa clearly brings a host of opportunities for an expanding company like Redial BPO, given the complementary nature of our Tijuana-based business model with more far-flung offshore delivery.

More on that in a bit, but first some background on the visit itself.

A few months ago, industry analyst and friend of Redial BPO Peter Ryan contacted me with an interesting proposal – a familiarization visit to South Africa. It would comprise site visits in Johannesburg and Durban, as well as attending the country’s industry association conference and gala.

Considering Redial BPO’s ongoing expansion, the chance to see a new potential delivery point seemed like a good idea. So, in late November, I was off on my first trip to Africa.

The Journey Starts

After a series of flights that originated from San Diego, I landed in Johannesburg’s international airport ready to learn more about this exciting opportunity. Two days in South Africa’s busiest city were punctuated with a tour of SOWETO and an inspirational visit to the Harambee Youth Employment Accelerator, which uses impact sourcing to find labor for the contact center sector. It provided a chance to see a few local outsourcers in action, and also network with local BPO executives.

Flying to Durban a couple of days later, the action really kicked off with the annual BPESA GBS Summit, attended by both South African and global contact center executives.

It offered people new to the country a good sense of what the future holds for this offshore location.

A few takeaways were quickly apparent to me. The first is the warmth of South Africans, and how that comes across in the services space. From the time that I landed, I felt a great sense of sincerity in every interaction.

English skills are also very apparent. With English being the dominant language across South Africa, servicing US consumers from South Africa is a real possibility.

It’s also interesting to note that South African offshoring for the UK and Australia has been happening for years, proving the value of this business model.

Does This Could Be A New Beginning?

The good news is that this can be done in large numbers. One of the biggest challenges we see frequently in many English language support locations is a small workforce, which means higher costs related to labor.

South Africa has more than 50 million people, many of whom live in major cities. This is a good talent base to draw from, which I saw with my own eyes on many occasions.

And the fact that it has a first-rate industry association, run by executives that really know the business and who can lobby for the best possible business environment, also means a lot.

So, where does this leave Redial BPO in terms of South Africa? Well, it is still early days. But, I am pleased to report that I forged many great relationships during my week on the ground in Johannesburg and Durban.

Team of crisis managers solving businessman problems. Employees with lightbulb unraveling tangle. Vector illustration for teamwork, solution, management concept

With so many South African outsourcers looking to get into the US market, Spanish-language capabilities are crucial and have never been so important.

This is why partnering with Redial BPO is an excellent way for this hungry BPOs in South Africa to make headway into the US.

Equally, with Redial BPO expanding the way we are, working with a partner in South Africa to provide English- language skills at the ready have the potential to be a strong way forward.

Fact is, as a US / Mexican operator, Redial BPO is constantly looking for value-driven opportunities. After my visit, South Africa certainly appears to fit that bill.

Mexico Call center nearshore is one of the most attractive reasons for US start-ups to choose as nearshore call center option.

Mexico is the Customer Experience Support for American Start-Ups.

November 4, 2019/in BPO /by Veronica Mascareno

Mexico call center nearshore experience support for American Start-Ups

A lot is happening with US start-up companies gaining more traction with customers in the current commercial climate. This is exciting stuff. America’s bright entrepreneurs have more opportunities than ever.

But, success for start-up firms is not easy, and everything needs to fall into the right place in order for them to succeed.

Certainly, good administration and business development are important, but one of the most important critical success factors relates to customer experience management.

This is where a good nearshore call center strategy based out of Mexico makes a lot of sense for American start-ups. Driving efficient outcomes with great service levels at excellent value is where Mexican nearshore call centers outstand.

One of the biggest pressures that any emerging business faces are making sure that their expanding base of customers is served in the best possible manner, ensuring that repeat business and growing share of wallet is the result.

This is where nearshore call center delivery from Mexico comes into play.

Cost Advantage

Cost is one of the most attractive reasons for US start-ups to choose this nearshore call center option. American businesses will save a significant amount of their customer’s experience operating costs by working with a Mexican-based nearshore call center.

Consider that the US economy’s current levels of growth have led to some of the lowest unemployment rates in history; this is driving up costs for domestic contact center labor and in many cases making it unaffordable.

Mexico can be less than half the price per hour, which over the long run will save American start-ups a considerable amount that can be re-invested into their own expansion.

Mexico’s labor force quality is also:

An attractive reason for US start-up executives.

Mexican agents eat, sleep and breathe American culture, products, and services.

This has instilled a great understanding of what US customers need, as well as a willingness to go the extra mile in either Spanish or English. In the end, this helps new American businesses cement relationships with their customers.

Another reason US start-ups should work with a Mexican nearshore call center is the chance to engage with fellow entrepreneurs.

Mexico has one of the most diverse groups of locally-operated customer experience delivery sectors anywhere in the world, meaning that American start-up owners are able to source quality service at great prices, and they can work directly with business people that understand the nuances and challenges of starting being an entrepreneur.

This results ins more empathy and better relationships between the provider and the client thereby ensuring smooth delivery of the contract and a solid partnership over the long term.

Proximity

Accessibility to be considered by any US start-up executive.
Mexico’s nearshore call center industry is among the easiest to get to for American businesspeople.
Very few major centers in the US are more than a 5-hour flight to equivalent cities in Mexico.
A short drive for executives based closer to the border.
Contrast this with other offshore options, like India or the Philippines, which require over 24 hours on a plane, along with jet lag.
Same time zone.

Quite simply, Mexico saves busy start-up executives quite a lot of valuable time.

Running a start-up is never easy, and sourcing the best possible customer experience delivery has no price. Nearshore call centers from Mexico provide the American entrepreneur the agility, value, and accessibility that they need to grow their own businesses sustainably, without the worries and stresses of domestic delivery or the time sacrifice of sites halfway around the world.

US Customer Experience is a Bilingual Affair

September 23, 2019/in CX and Services /by Veronica Mascareno

Nothing is more fascinating than a look at how the United States is evolving as a consumer market so as And, the changes can be tracked across a wide variety of demographics. None, though, has been as pronounced as the growth of the US Spanish-speaking population. While this trend has emerged over the past two decades, it is clear that companies across verticals continue to grapple with its impact on how they manage end-users.

But one thing is certain – an English-only strategy will not work either today or in the future. So, enterprises must decide how they will ensure a supply of Spanish and English front-line talent and start operations with a bilingual BPO contact center.

Why You Should Offer it?

A good starting point in this discussion is to look at the US Hispanic population using a few key statistics. Consider the sheer size of those that count themselves among this community, which the US Census Bureau places at nearly 60 million. This is a submarket roughly the size of the United Kingdom or Italy! And what should not be ignored is its increasing buying power. Household incomes for members of the US Hispanic community have continued to rise over time, a trend that appears to be ongoing.

Logically, this means more consumption of services and products by American Hispanics, which will require a variety of support by agents at BPO contact center that is adept in Spanish. But language is just one thing that BPO contact center executives need to consider in this dynamic.

Taking into account how US Hispanic community members differ from other demographics is very important in how they interact with enterprises. For one, the service culture is different. Those with experience in the American BPO contact center space will speak of how agents have longer interactions with callers speaking Spanish (which tend to be much more conversational), compared to those who choose English.

Equally, the need to service this community digitally will be a major factor in the coming years. This is because of the higher amount of time spent online by US Hispanics than the overall population, coupled with the fact that the majority of US Hispanics are under 30 years old. Brands will have to be better at tailoring a digital strategy to this Spanish-first community.

Expansion opportunities Nearshore

This raises the question around the best business model to service the US Hispanic community, and BPO contact center professionals should take into account some hard realities. The first of these is that onshore delivery simply is not viable, with low unemployment rates in the US driving up labor costs. This is notwithstanding that domestic bilingual delivery has traditionally been more expensive than English-only.

Equally, there is offshore. Realistically though, the main locations overseas servicing the US (Philippines and India) have small numbers of Spanish speakers. That takes this option off the table. The bpo contact center nearshore is really the only choice for US enterprises, and the closer to the US the better.

This is why Mexico–the country to which most US Hispanics trace their ancestry–retains so much interest among buyers of BPO contact center services. Not only is it closer than any other country in the nearshore, but the understanding of US commercial and popular culture cannot be compared in any other part of the region.

The variety of delivery points in Mexico is important, too. US consumers can be supported from as far south as Mexico City, all the way to Tijuana, which borders California (where bilingualism is also pervasive).

Bottom line – the US is no longer an exclusively English play, and enterprises need to get serious in supporting Spanish as a business line. To avoid this reality is to simply lose business over the long term.

Why Outsource on The Baja?

August 23, 2019/in BPO /by Veronica Mascareno

Outsourcing in the Baja by Distributing the responsibilities of a call center can be beneficial to the company in many ways when outsourcing to Baja. Your business only pays exactly as needed, which means they can fix the payment according to the number of people working on your campaign.

However, when some of the work is outsourced to Baja, the staff members can be utilized to manage the outsourced projects.

In such a case, the productivity of each staff member is improved, and this action also serves to improve other factors such as work output and experience of the staff.

The benefits of outsourcing to Baja are significant and not a threat. Read on to find the pros and cons of this kind of outsourcing To Baja:

We Make It Easier For You

No doubt, hiring remote agents significantly saves your time and costs. You don’t have to spend money on IT equipment since the remote agents already have their own.

Cost-Effective

Additionally, renting or setting aside a room for a call center is unnecessary when you hire remote to outsource to Baja call center agents. These savings could then be put to more practical use, such as reinvestment or hiring better, experienced, and qualified agents. Small private companies would particularly benefit from these savings when outsourcing to Baja.

Don’t Have To Pay Them During Off-Season

The call center agents hired on a contractual basis will have to be paid anyway, resulting in a loss to the company. However, when outsourced to Baja, remote agents can be recruited on a pay-per-call basis or according to the schedule of peak and low seasons.

Outsourcing to Baja means that we will handle all of the hiring, training, scheduling, and managing of a team of call center agents. This can save your company time, money and headache.

Increase Business Continuity

When you outsource to Baja provider guarantees 100% uptime, has servers located in multiple geographic locations and has staff dedicated to making sure call quality is excellent, you can be more confident with their ability to meet your customer’s needs.

outsourcing customer service is not a threat

Outsourcing Customer Service is The Best Choice

June 6, 2019/in BPO /by Veronica Mascareno

Outsourcing customer service can be the best decision for your company in every way. It will do its best to fulfill the customer service needs and to leave them with a positive experience about your brand.

Working as a customer service representative is a hard job and we’re a specialist to deal with your customers.

Definitively the outsourcing of a call center is a trend that is increasing.

Most can see them as a threat and, it is not, here the best service it’s provided and, that is why it is the best for the satisfaction of the clients and to provide a good experience since this step is fundamental for their customers.

It is a choice based on a good strategy, and hiring a BPO can save on administrations and operations. Customer service is not something to be taken lightly, and a call center is in charge of doing it in the best way.

Benefits of Outsourcing Customer Service nearshore

Providing customer service in more than one platform to reach your market it will make your customers feel more appreciated and will give the right impression that your company cares for their needs and opinion.
Outsourcing Customer service nearshore saves money it allows you to take care of the larger investment of a call center such as facilities, equipment, operations and staffing all for a lower cost per service fee
More language options All our employees have a strong understanding of US culture with many receiving education in the US to develop both their language and writing skills to relate to the lifestyles and requirements of the customers they interact with.
Top technology and resources.
Infrastructure and software tools are expensive for any in-house team. Redials customer service nearshore priorities are to invest in the technology that allows us to reach out and communicate to your customers using the latest tools available.
Quality Control. More personal working means a significant reduction in response times. With monitoring tools in place, you are able to have the peace of mind knowing that your customers are taken care of. Redial staff will make sure that your clients’ needs are being met.

With a call center nearshore service, we’re dedicated to reducing your organization’s labor costs by providing essential day-to-day services through professional administrative personnel.

We offer staffing solutions for businesses. Our knowledge and passion for what we do, set us apart in the world of headhunting and recruiting GET A QUOTE.

Find out about our services, we welcome the opportunity to connect! We’re ready to help you! RE-THINKING YOUR DAY-TO-DAY OPERATIONS!