2021 - RedialBPO

Why Tijuana is the Best Option for Nearshore

March 5, 2021/in BPO /by Veronica Mascareno

Tijuana is the fourth largest city in Mexico, sharing the largest land border in the world with the United States and California, with an approximate crossing of 120,000 vehicles, 63,000 pedestrians, and 6,000 trucks per day.

Large Recruitment Pool

With a rapidly growing population, colleges offer English as a Second Language as a requirement for graduation and technical education focused on providing world-recognized customer service.

Talented People

Currently, inside the Baja region, it is estimated that there are thirty thousand people employed in the nearshore call center industry.

A Bilingual and Bicultural Tradition

The people employed in the nearshore call center industry have lived inside the United States for years, giving them the added benefit of understanding geography, culture, language, tendencies, and other details that other call center regions do not benefit from.

Cost Advantage

The average weekly salary for nearshore call center agents stands at three thousand to four thousand Mexican pesos, an average of one hundred and fifty to two hundred dollars per week, which is fifty percent cheaper than the minimum wage inside the United States.

Proximity

This makes it one of its biggest advantages for the Baja Region when considering a nearshore call center partner, with a 15-minute trip by car will get you across the border and to the location where the call center is located in.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

RedialBPO

is an experienced and innovative

nearshore call center in Mexico

orientated in helping companies like yours, find skilled and qualified team members for your vacant positions.

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!

What is a Call Center Service Provider?

February 24, 2021/in CX and Services /by Veronica Mascareno

A business in the 21st century will inevitably establish a relationship with a call center service provider; the possibilities of growth, savings, and increased customer satisfaction make it a new reality.

Great interactions and an excellent customer experience have become the defining factor in the Covid-19 era; in a recent study, it was identified that 59% of consumers surveyed reported that customer experience was a deciding factor on who they would purchase from.

In another study, it was identified that 91% of customers would stop interactions with a business after one bad experience, making the need for excellent customer service while handling large volumes of interactions the number one priority for businesses.

How does a Call Center Provider work?

When a business continues to grow, this puts a key factor into the spotlight:

The relationship with your clients and how their experience is felt every time they interact with you.

A larger baseline of clients means additional infrastructure, employees, new methodologies, continuous training, and several items that continue piling up as you grow.

Today’s reality means that this growth comes at a considerable price; leveraging a call center service provider can reduce your expenses by sixty percent per agent; this cost also includes infrastructure, management, and training periods.

A call center provider ensures that your business is kept ahead by giving you space for growth at your rate; this means only paying for what you need as you go.

With a number of services available for you to choose from, there is also an essential matter of expanding into other areas to benefit the communication channels, both internal and external, to ensure that everyone knows what is happening.

Do I really need a Call Center Services Provider?

When considering the benefits, there is a lingering question, why would I need a call center service provider?

Outsourcing to the partner of your choosing gives space for growth at a fraction of the cost; additionally, handling multiple services through a single partner means having a single line of communication, in turn making changes and improvements work faster across the board.

The answer goes beyond savings and numbers; the main benefit obtained through a partner is the leverage of years of experience in the field and choosing the right people and technology for the tasks.

Call Center Service Providers have a large pool of talent to tap into, which they regularly discriminate to get the right resources; this helps create a better experience for you and your clients, minimizing cultural and linguistic barriers and the learning curve.

A focus on omnichannel support from this same partner ensures that they handle all interactions with all the information they need, avoiding unnecessary questions and frustration from your clients who make their time a priority during these times.

Choosing the right Call Center Provider

Making the right choice can be challenging when looking at the possibilities. There is experience, and field expertise, which may look the same but have different impacts on your business, the cost and speed of implementation, and the location, which influences the linguistic and cultural aspects.

Talk to the partner of your choosing, get to know and understand them as they come to know and understand you and your business, the importance of this interaction will ensure that you are making the right decision.

With additional indicators to look at during this process, it is vital to create a list of your business requirements, present them to your potential partner and understand their capabilities and knowledge of the field.

Do not hesitate to ask during this process; the more information you have during the selection process makes you take the right steps for a solid partnership with the right call center services provider.

Why you need us

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.

Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.

Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.dixa.com/blog/these-5-trends-will-define-great-customer-service-in-2021/

[2] http://ww2.glance.net/wp-content/uploads/2015/07/Counting-the-customer_-Glance_eBook-4.pdf

[3] https://www.syrow.com/much-cost-hire-call-centre/

3 Things to Look For in An Outsourcing Partner

February 17, 2021/in BPO /by Veronica Mascareno

Call Center outsourcing has become a norm inside every industry globally; this method provides room for growth at a reasonable price with a list of services that would take a sizeable investment to achieve on your own.

This also means saving time while reaching your goals from the beginning. Having experienced people take over your call center needs while other business resources continue with critical tasks that require their attention daily.

There are three factors to consider when looking at an outsourcing company, which will provide you with insight on making the right decision when moving forward with this process.

A call center outsourcing company always wants to be your partner.

Any company looking to become your partner during the process of call center outsourcing must show to you that they are interested in the task coming at hand; this includes:

Interest in your field of business and knowledge, being easily identifiable when engaging and planning the initial steps for an outsourcing process, any partner that has experience in the industry will immediately understand what you do and the industry.
Understanding your business culture and vision, an essential item for any outsourcing company is to know your objectives, plans, culture, and vision, creating a better relationship and, in turn, providing the right services to your clients.
Making your brand shine is a critical item to look at for someone that wants to be your partner is their interest in making your brand shine, using their industry knowledge and experience to ensure this happens every time.
Flexibility and opportunity for rapid growth, for any business looking to leverage the benefits of call center outsourcing, there is a need for rapid growth, which an outsourcing partner should be able to provide, this includes flexibility to ensure that your goals are met in the shortest possible time.

A call center outsourcing partner brings together the right people and culture.

Building a lasting relationship during the call center outsourcing process means having the right people for the job; this goes from top to bottom for the outsourcing company.

Experience is not all in the field; it is also vital that agents engaging with your clients are also aware of the culture and language of your clients, removing barriers and improving the customer experience tenfold.

Additionally, call center outsourcing will ensure that agents involved in the call center environment are continuously trained and updated with changes you have implemented.

This is another crucial advantage of having a nearshore partner with you, working in the same time zones, and avoiding unnecessary complications of working weird hours, affecting your operation and how it is engaging with your clients.

Another hidden benefit comes from having a partner that can leverage a talent pool that is knowledgeable in your industry, understands the language and culture, minimizes culture shock, and achieves clear and concise communication during every interaction.

A call center outsourcing partner provides you with services that fit your needs.

Having mentioned the quality of the people and their interests, the final item involves the area of services of the outsourcing company.

When evaluating your partner and their current offerings, it is essential that they match your existing business line; it is also necessary to look at other services that they provide for possibilities of moving other processes to the same partner.

This consideration helps you make an educated decision, avoiding the necessity of hiring additional partners to outsource your processes, saving you time, money, and the need to have multiple parties involved during critical changes.

Observe also other services which could be essential to make your business grow, areas that may not be currently tapped but could bring important benefits such as lead generation to make your brand known to an untapped section of the market.

Final thoughts

Making the right choice is essential; it will help you boost the efficiency, quality, and engagement of your business with your current baseline of clients.

Putting all of these items at the forefront and ensuring the outsourcing company of your choice follows them will create an excellent relationship and push you forward to excellence.

Ready to choose the right partner, looking to outsource your operation to a nearshore call center service provider, we can help you make the jump forward and ensure you hit the ground running.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment. If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

What Is BPO? A Complete Guide to Business Process Outsourcing

February 10, 2021/in BPO /by Elder Gonzalez

Running a growing business means juggling dozens of tasks simultaneously. Customer service calls pile up. Back-office paperwork multiplies. Your team is stretched thin, yet hiring more staff feels financially impossible.

This is where Business Process Outsourcing (BPO) transforms operations for companies of all sizes.

Understanding What BPO Really Means

Business Process Outsourcing is the practice of contracting specific business functions to specialized external service providers. Rather than handling every task in-house, companies partner with expert teams who manage these processes more efficiently and cost-effectively.

When business leaders ask “what is BPO,” they’re usually wondering whether outsourcing can solve their specific operational challenges. The answer typically depends on understanding which processes can be outsourced and what benefits this brings.

BPO services generally fall into two categories:

Front-office operations include customer-facing activities like:

Customer service and technical support
Sales and lead generation
Live chat and social media management
Appointment scheduling

Back-office operations handle internal business functions such as:

Data entry and document processing
Accounting and financial reporting
Human resources administration
IT services and software development

The Financial Case: Why Companies Choose BPO

Cost reduction remains the primary driver for businesses exploring what BPO can offer. The numbers tell a compelling story.

Consider the true cost of an in-house customer service agent in the United States: Between salary, benefits, infrastructure, equipment, training, and management overhead, a single full-time agent typically costs $45,000-$65,000 annually.

By partnering with a nearshore BPO provider in Mexico or Costa Rica, or an offshore provider in the Philippines or South Africa, companies regularly achieve 30-50% cost savings while maintaining, or improving, service quality.

But smart businesses look beyond the obvious salary differential. The real value emerges from:

Zero infrastructure investment: No office space, equipment, or IT systems to purchase
Scalability without risk: Ramp up or down based on seasonal demand without long-term commitments
Reduced training costs: Experienced agents hit the ground running
Access to established processes: Leverage proven systems developed over thousands of client interactions

How BPO Elevates Customer Experience

Here’s a counterintuitive truth about outsourcing: when done right, it often improves customer satisfaction rather than diminishing it.

Why? Three key reasons:

1. Specialized expertise matters

BPO services focus exclusively on service delivery. While your internal team juggles multiple priorities, BPO agents specialize in customer interactions. They’re trained on the latest service techniques, use advanced tools, and benefit from ongoing quality coaching.

2. 24/7 availability becomes affordable

Providing round-the-clock support with an in-house team requires three full shifts and complex scheduling. Call center services from BPO partners across different time zones make 24/7 service economically viable even for mid-sized businesses.

3. Cultural and linguistic alignment

Nearshore services in Latin America offer an often-overlooked advantage for U.S. companies: agents who genuinely understand American culture, idioms, and regional differences. A customer in Texas and an agent in Tijuana, Mexico share similar time zones, cultural references, and communication styles, creating seamless interactions.

For example, when a customer mentions “March Madness”, a nearshore agent immediately understands the basketball tournament reference. This cultural fluency creates genuine connections that purely transactional interactions never achieve.

The Efficiency Multiplier Effect

Efficiency gains extend far beyond simple task completion. Strategic BPO partnerships create compound benefits:

Multilingual capabilities at scale

Need Spanish-speaking customer support? A BPO partner can staff an entire multilingual team faster than you could recruit, hire, and train a single bilingual employee. This immediately opens new markets without the lengthy hiring process.

Industry-specific knowledge transfer

Established BPO companies serve multiple clients within specific industries. They’ve seen countless scenarios, solved recurring problems, and developed best practices. This collective knowledge benefits your business from day one.

Technology and tools included

Modern BPO providers invest in cutting-edge CRM systems, quality monitoring software, workforce management tools, and analytics platforms. You gain access to enterprise-grade technology without capital expenditure.

Process improvement as standard practice

Because BPO companies measure performance rigorously across many clients, they continuously refine processes. Your operations benefit from insights gathered across their entire client portfolio.

Expanding Your Market Reach Through BPO

Business growth often requires entering new markets, geographic, demographic, or linguistic. This is where understanding what BPO offers becomes strategically crucial.

Consider these expansion scenarios:

An e-commerce company wants to serve Spanish-speaking customers but lacks bilingual staff.
A SaaS business needs to provide support across Asia-Pacific time zones.
A healthcare provider must handle HIPAA-compliant medical billing across multiple states.

Each scenario involves specialized requirements, regulatory knowledge, and infrastructure that would take months or years to build internally. The right BPO partner already has these capabilities ready to deploy.

Multi-channel support becomes manageable

Today’s customers expect service through their preferred channels: Phone, email, live chat, social media, SMS, or even fax for some industries. Managing this omnichannel approach internally requires different systems, training, and staffing models for each channel.

Contact center services from BPO providers unify these channels through integrated platforms, ensuring consistent service quality regardless of how customers choose to connect.

Choosing the Right BPO Partner

Not all BPO providers deliver equal value. When evaluating potential partners, scrutinize these factors:

1. Industry experience

Generic call center experience differs dramatically from specialized knowledge in healthcare, financial services, or technical support. Request case studies from your specific industry.

2. Cultural and geographic fit

Nearshore services (Latin America), offshore services (Asia/Africa), and onshore (domestic) each offer distinct advantages. Nearshore often provides the best balance of cost savings, cultural alignment, and time zone overlap for U.S. companies.

3. Technology infrastructure

Modern BPO requires robust technology. Ask about their CRM systems, reporting capabilities, data security measures, and disaster recovery plans.

4. Scalability guarantees

Growth means nothing if your BPO partner can’t scale with you. Understand their capacity, recruitment processes, and ability to handle volume fluctuations.

5. Transparent metrics and reporting

You can’t improve what you don’t measure. Ensure your partner provides real-time dashboards, regular performance reviews, and clear SLA definitions.

Making BPO Work for Your Business

Business Process Outsourcing represents more than cost reduction: It’s a strategic tool for competitive advantage. By partnering with the right provider, you free internal resources to focus on core competencies while leveraging specialized expertise for supporting functions.

The most successful BPO relationships share common characteristics:

Clear communication and expectations from the start.
Ongoing collaboration rather than “set and forget”.
Alignment on quality metrics and continuous improvement.
Cultural fit between organizations.
Scalability plans that accommodate growth.

Whether you’re a startup looking to provide enterprise-level support or an established company seeking operational efficiency, understanding what BPO can deliver, and selecting the right partner, can accelerate your growth trajectory significantly.

Ready to Scale Your Business with Expert BPO Services?

Don’t let operational constraints limit your growth potential. Redial BPO has been helping businesses like yours achieve exceptional results for over 45 years. Our nearshore expertise combines cost-effective solutions with the cultural alignment and time zone compatibility that U.S. companies need to succeed.

Here’s what you’ll get when you partner with Redial BPO:

✓ Immediate cost savings of 30-50% on operational expenses
✓ Bilingual, culturally-aligned agents ready to represent your brand
✓ Scalable solutions that grow with your business needs
✓ Advanced technology and proven processes from day one
✓ Fast ROI with most clients seeing positive returns within 3-6 months

Take the first step toward transforming your operations today.

Schedule Your Free Consultation Now

Our BPO experts are ready to analyze your specific needs and show you exactly how much you can save while improving service quality. No obligations, no pressure—just honest insights into how BPO can work for your business.

👉 Schedule a call with a Redial BPO representative

Or fill out our quick contact form below, and we’ll reach out within 24 hours:

FAQ: What is BPO?

1. What’s the difference between nearshore and offshore BPO?

Nearshore refers to outsourcing to nearby countries (e.g., U.S. companies partnering with Mexico or Costa Rica) that offer similar time zones and cultural alignment. Offshore involves partnering with distant countries (e.g., the Philippines, India, South Africa), typically providing greater cost savings but with time zone and potential cultural differences.

2. How quickly can I start seeing ROI from BPO services?

Most companies see positive ROI within 3-6 months. Cost savings are immediate, while efficiency improvements and quality gains typically materialize within the first quarter as processes are optimized and agents become fully trained on your specific needs.

3. Will outsourcing hurt my customer satisfaction scores?

No, when partnered with the right provider, customer satisfaction typically improves. Professional BPO companies specialize in customer interactions, use advanced quality monitoring, and employ experienced agents. Many businesses see CSAT scores increase by 10-15% after implementing quality BPO services.

4. What’s the minimum commitment required for BPO services?

This varies by provider, but most reputable BPO companies offer flexible arrangements starting with as few as 5-10 agents. Contract terms typically range from 6 to 12 months initially, with month-to-month options available after the initial period. Always discuss scalability options upfront.

5. Can I outsource just one specific function, or do I need to outsource everything?

You can absolutely outsource specific functions. Most companies start with one area (like customer support or data entry) and expand as they see results. This selective approach lets you test the partnership and maintain control over core business functions while optimizing specific processes.

Elder Gonzalez

I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.

www.linkedin.com/in/eldergonzalez/

Lead Generation Services: Easy Tips to Follow

February 7, 2021/in CX and Services /by Veronica Mascareno

A business grows as it generates interest in its products and services through Lead Generation Services. Your future clients are waiting for that first contact to put them into your baseline of loyal clients ready to do business with you continuously.

What is Lead Generation?

To achieve a successful lead, different approaches that build the required interest are the best ways to approach a client by giving them the option to be contacted, such as through social media ads.

The other lead generation method is cold calling, contacting someone without knowing your products or services to convert them to your brand.

Either method has a variable conversion rate; a study in 2016 reported that approximately 28% of people contacted through cold calling ever interact. Ultimately, it is 1% of cold calls that result in a conversion.

On the other hand, those contacted through different lead generation methods, such as social media, or by providing them the option to be reached through their preferred method can turn into a 20% conversion. In comparison, referrals can lead up to 50%.

Another factor is continuous communication; by crafting effective e-mail campaigns, a study found in 2019 that 66% of buyers participating in the survey pointed out that consistent communication through e-mail was a significant influence on their decision.

The Importance of Lead Generation

With those conversion rates, you may be wondering, why is this important to my business?

The effective use of Lead Generation Services can help your business grow considerably from its current baseline. It allows for an untapped market to be approached and provides them with the option for better service or inform them of something they were unaware of.

When paired with a Lead Generation Call Center, it rapidly increases clients’ numbers by performing rapid contact, effective interactions, and providing direct information, bringing new clients into the fold.

The Use of Correct Data

But contacting is not all; the use of Lead Generation Services allows you to target specific audiences looking for the products and services you provide.

Additionally, this saves time and money by avoiding the creation of contacts that ultimately do not provide a potential lead or create a negative image of your company by making an unwanted contact for something they are not interested in.

Data obtained through other sources to understand your areas of opportunities also prove an excellent opportunity for lead generation; with continuous improvement, new clients can become rapidly aware of unique benefits.

Quality is Foremost

When performing these interactions, quality and excellence must be put at the forefront of every contact.

With a Lead Generation Call Center you are guaranteed to have a continuous method to bring clients by the effective use of all your resources, with up-to-date information, tailored campaigns for your targets, follow-ups for other requests, and more.

Outsourcing your operation to a nearshore partner can provide you with space to grow and increase your effectiveness while reducing the cost of your operation.

Know-how on Competition

Business is all about competing with other providers in the same field; understanding your areas of opportunities and how and what your competition is offering opens a large space for improvement to position yourself at the top effectively.

This is another vital aspect of effectively using Lead Generation Services; by continuously studying, improving, and communicating to your clients the benefits of your products and services, you can positively impact and create a rapid return on investment.

The Use of Social Media Channels

It lives with us, and it has become a part of our everyday life. Social media channels are one of the most efficient ways to turn heads your way. A study in 2019 showed that the most effective method was social media marketing, with a 59% effectiveness in lead generation.

The impact is considerable comparing it to other methods. Additionally, this creates rapid referrals from other satisfied clients on their network of friends, allows for communities to be built around your brand, and opens a space for an immediate response that clients are comfortable with.

The strong effect that influencers, social media contests, and viral content, such as videos on popular platforms, can have on your brand includes a sizeable base of leads and generating interest in your products and services.

An effective way to keep communication running in social media is to combine it with a Lead Generation Call Center; having people around the clock with knowledge, professionalism, and practical communication skills makes this a priority for businesses looking to expand.

Ready to put your business at the forefront by using effective Lead Generation Services?

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment. If you have questions about what other benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://blog.hubspot.com/sales/cold-calling-statistics

[2] https://www.marketingforsuccess.com/sales/cold-calling/#

[3] https://bizzbeesolutions.medium.com/4-reasons-why-lead-generation-will-improve-your-business-8ff543f317f0

[4] https://blog.hootsuite.com/how-to-generate-leads-on-social-media/

Best Practices for Effective Ecommerce Customer Service

Easy Practices for Effective Ecommerce Customer Service

February 1, 2021/in CX and Services /by Veronica Mascareno

In our current world competition between businesses is fierce, it shows that while there are different battlefields to engage there are core items that must be put in the spotlight.

With the rapid growth and access of the internet to millions around the globe, it is evident that e-commerce is the way to go, especially for newer generations.

Inside this spectrum, we find that customer service for e-commerce has become the largest pillar in sustaining a business’s customer loyalty and satisfaction.

To put numbers in perspective, in 2019 Amazon was receiving 200 million visits per month which other businesses take advantage of by partnering to sell on this platform.

In another survey performed in 2018 it was confirmed that there are 2.14 billion customers in the realm of e-commerce, this means that at least 22% of the population of the world have performed a purchase at least once throughout that year.

When considering this it is important to put e-commerce customer service at the forefront, with a report in 2017 making it clear that only 8% of customers agree that companies provide excellent customer service.

This is critical when considering that a report provided by Microsoft in 2017 indicates that 54% of their customers have extremely high expectations on customer service where 66% were inside the range of 18 to 34 years of age.

One question that may come to mind when talking about the subject is, what is e-commerce customer service all about?

Customer Service for Ecommerce, the Key to Success

Making shipping and return policies clear, when customers are looking to get the most out of services and products it can be frustrating to have unclear rules or specifications on how they pay or receive what they have purchased, this is where customer service for e-commerce can help in setting up a strong baseline for the customer experience.
Providing the right answer through any channel, in a 2017 Microsoft also confirmed that out of the surveyed customers inside the United States 27% will use one to two channels while 47% use three to five different channels of communication, this is where e-commerce customer service helps in closing the gap by providing the answer through a multichannel or omnichannel support structure, providing accurate up to date information which ensures that there is satisfaction regardless of the communication option of the customer.
Improving your response time to the max, with e-commerce customer service there is always someone to answer your customer’s question in seconds through their selected channel of communication, helping make the right choice as well as providing space for upsell and saving the sales in critical moments, additionally, this closes the gap in tougher situations when customers are upset with their interaction, with surveyed customers in 2017 indicating that 12% of them found the lack of speed as frustration in their interaction it is clear why this stands as one of the key priorities.
Measure and optimization where it matters, e-commerce customer service provides additional hidden bonuses and benefits to the business such as understanding customer behaviors and tendencies, most wanted product or service, areas of opportunity for the current business processes, and a clear line for optimization just in time to keep yourself ahead of the competition. In a previous article, we have talked about the 5 most important KPIs to ensure the best customer service can be provided on every experience.
Rinse and repeat to ensure loyalty, with customer service for e-commerce it is a safe bet that there will always be a way for businesses to ensure that the same excellent customer experience is provided to every customer on all the interactions they do with the business thus creating a strong brand and a loyal customer base that keeps coming for the same experience.

For the coming years, customer service in e-commerce will continue to play a key role in all business interactions, investing for growth in this area is a must to keep up and outpace the competition.

[1] https://www.statista.com/statistics/271450/monthly-unique-visitors-to-us-retail-websites/

[2] https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/

[3] https://www.superoffice.com/resources/guides/customer-service-benchmark-report/

[4] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[5] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[6] https://www.statista.com/statistics/815599/causes-of-customer-service-frustration-us/

Tijuana at the Heart of the American Nearshore

January 30, 2021/in CX and Services /by Veronica Mascareno

The pandemic has forced contact center decision-makers to rethink their established strategies. Moving into 2022, once tried-and-tested delivery strategies will be pushed aside in favor of newer approaches that enable more flexibility and quality.

CX managers have seen that putting all their capacity in a single location on the other side of the world is highly impractical. The future belongs to nearshoring, and this trend is being realized faster than anyone would have previously thought, especially in those cities that are very close to home.

Let’s start by considering how offshore preferences are shifting.

Something that I hear on the ground frequently is that US companies don’t want all their workstations in far-flung overseas locations. Instead, they are actively looking for sites closer to home. And why wouldn’t they?

Traveling 24 hours to get to a delivery point is exhausting and frustrating. If the CX facility was a short flight or even a drive away, that makes a major difference in managing travel.

Couple that with the language skills and commercial/cultural empathy for American end-users that are found in the American nearshore, and it quickly becomes apparent that the days of offshoring are numbered.

Yet, as any savvy contact center outsourcing knows, the American nearshore is immense. In some cases, you could spend 6 hours or more traveling from the US to a location. This is why I believe that so many companies are looking to Mexico as the logical alternative to their contact center needs.

Mexico’s proximity to the USA means real overlap between its citizens in all things pop culture, commercial products and even family. Moreover, the bilingual English / Spanish skills in Mexico are as strong in quality as they are large in numbers.

Mexico pioneered nearshore support for US consumers, and I would argue that as an industry it has set the CX bar to the highest levels.

Mexico is a pioneer

The great thing about Mexico is that it is a massive country, both in geography and in population. Contact centers can be housed in so many places, and this de-centralization makes it a sustainable option. Redial BPO recognized this when it set up shop in Tijuana, a city that has a dynamic outsourcing sector with plenty of room to grow.

With operations in Tijuana for 4 years, I can personally attest that this is the easiest nearshore city to access from the US. Going from San Diego into Tijuana is literally like crossing the road, made even faster with a Global Entry card.

Tijuana is bicultural and bilingual, which means better results for end-users in the USA, as agents have an instinctive sense of how to deliver the best customer service. And, as mentioned, Redial BPO is excited to be part of the city’s rapidly growing contact center community. In recent months we have expanded into a second site, and we are really pleased to see other providers in the city growing too.

A healthy local industry benefits employment and generates better outcomes for clients.

There is no question that the nearshore is the place to be for US contact center delivery, and Mexico is leading the way. Redial BPO could not be happier to have Tijuana as its hub for all things CX. We look forward to welcoming new and existing clients, and we hope to host them for a visit to Tijuana in 2021.

What is Customer Service in Logistics

January 20, 2021/in CX and Services /by Veronica Mascareno

In todays world the use of logistics services has been shown time and time again that it is one of the key pillars for the economy and every business looking to achieve success, but one hidden piece of the puzzle makes everything work in harmony, Customer Service Logistics.

During the Covid-19 era this has become far more evident as the global supply chain had become stressed for important reasons, in turn making it evident that a renewal for how work is performed on the day-to-day operations needs’ considerable improvement.

There is one key factor that can help provide a better experience for businesses involved and the logistics providers, that is Customer Service Logistics.

With Customer Service becoming a turning point to add value to the experience it is an obvious investment to create an excellent experience and ensuring loyalty to the brand with returning customers.

The Goals of Customer Service in Logistics

Aside from the obvious factors there are other key items to consider when looking at Customer Service Logistics.

Ensuring that everything is on time, customers have little time to waste and, in this industry, every second counts, this is one of the sections where customer service in logistics excels.
Building trust through reliability, every service has its faults, but logistics is where every decision and action is important and impacts greatly on other parts of the supply chain.
Ensuring the price is right, while businesses can consider customer service to be an expense this is the opposite, it ensures that other parts of the business work and can have visibility on issues, saving time, trust and in turn saving money and returning the benefits to the client.
Stretching to meet the goal, we know that rules are firm and are there for a reason but customer service in logistics also ensures that there is space for flexibility from all sides to ensure that success is achieved for all parties.

A Helping Hand for the Day-to-Day Tasks

On the other side of the spectrum, customer service can help with some of the key needs of customers such as:

Supply Chain Management, one of the most complicated factors in every business is ensuring there is success in every step of the way in the Supply Chain. Here customer service can assist in connecting pieces of the business that may have a hard time engaging each other and providing a middle ground for understanding.
Shipping and Freight Services, be it by air, ground, or sea the package must be delivered, from its origin to its destination no matter when in the world it is. Customer Service Logistics ensures that the right path and method are chosen for the delivery to be made in the fastest and most effective way possible.

Warehousing Services, while in some instances delivery is considerably fast there are times in which the package will have to wait for someone to come pick it up, here customer service logistics can ensure that this is in the right location at the right time, making sure it also moves when needed, keeping an eye on it to avoid losses for the business.

Customs and Insurance.

There are additional factors that the business may not be aware of if they do not have enough experience with certain regions or countries. Here is where customer service logistics can ensure that there is an easier time for the package to move through locations without being stuck in one place due to missing paperwork, losing time in return, and then back to the customer.
Additional guidance and whatever comes next, as the industry evolves so will businesses and the customer service experience, by keeping everyone in the loop with continuous training and ensuring that everyone is in the know the customer service agents for customer service logistics can ensure that every package goes through the required procedures without missing a beat.

It is a fast-moving world and losing a beat can mean losing your business, creating an engaging experience can sound like a challenge but here is where a BPO Partner can assist you in ensuring that your business remains ahead of the competition.

Announcing Post-Vaccine, Blended Contact Center Delivery is a Must

January 18, 2021/in BPO /by Veronica Mascareno

While vaccine roll outs across the world will hopefully end the pandemic nightmare of the past year, no one should be under any illusion that things will go back to the way they were. Such wishful thinking ignores a lot of different dynamics when it comes to the contact center environment. In particular, there has been a great deal of forward movement in developing a CX delivery hybrid that blends together the best of different business models.

Redial BPO is proud to be among the most proactive outsourcers operating in the American nearshore to embrace the best of virtual working alongside investments in physical contact centers. As the world emerges from COVID19, our operations are well-placed to drive the best outcomes for our clients and their consumers.

WE CARE

At the start of the pandemic last year, Redial BPO took one of the most important strategic decisions since its operations began four years ago. Despite having grown our physical contact center site presence in Tijuana, the reality of COVID19 and the associated health protocols meant that we needed to invest in virtual delivery. This way of working may have been new to Redial BPO, but sometimes operating outside of the proverbial comfort zone is the only way forward in business. This was one of those times.

This meant that Redial BPO needed to do a number of things. First, we had to ensure that our agents working from home had the requisite equipment and dedicated work spaces needed to deliver the best outcomes for our clients.

Once this was in place, we made certain that the right security solutions were instituted, both from a process and technology angle, in order to limit the potential for data breaches. Our clients and their end-users deserve no less.

The results from this foray into remote working were very positive. Almost immediately, agents expressed their appreciation for the chance to work from their homes, and Redial BPO recognized the flexibility this model provides to ramp up and down seamlessly.

But, make no mistake about it, the physical contact center is at the heart of Redial BPO’s CX offering. Let me explain a bit more.

We recognize that we must have a dynamic team of people at Redial BPO. Indeed, many of our agents thrive on the positive interactions and vibes they get from working together. This, we are excited to welcome as many agents back into our two modern facilities in Tijuana as soon as possible.

Know our nearshore locations:

Since we commenced our operations, we have seen a direct link between in-center positivity and strong outcomes with end-users. This means happier staff, happier consumers, and strong partnerships with our clients.

Then, there is the matter of business continuity. By balancing our workforce across our two physical sites and our virtually distributed remote agents, we are able to offer clients an unrivaled level of redundancy in Baja. And we do so in an environment that is health-conscious. Agents can count on a socially distanced and sanitized facility. We recognize that this will continue post-pandemic, and we are configuring our operations accordingly, to remain the BPO employer of choice in Tijuana.

A last word on the way forward. No one should doubt that the past year has been traumatic, and we all look forward to the end of this pandemic. But, we need to remain vigilant as another health-related disruption may occur. Redial BPO takes this possibility seriously, and it aims to have the processes, technology and redundancy in place to ensure that we are there to deliver the best for our growing base of clients.

Call Centers in Mexico The Real Value Of Nearshore Call Centers

January 15, 2021/in BPO /by Veronica Mascareno

The Call Center Industry can be a challenging environment, as businesses grow the need to have exceptional customer experience becomes a growing factor for everyday operations.

Numbers do not lie, the battle for customer experience and excellent service rage on as businesses turn more and more to it as a solution to maintain a loyal customer base as well as increase the visibility of the brand and company culture.

There are many solutions to the requirements of a business, one key factor in becoming competitive in the market involves finding a strong outsourcing partner.

Outsourcing allows the business to grow their Call Center Operation, saving money with exponential growth which in turn provides the ability to serve a larger volume of customers with the best quality of service.

In this article, you will find the most common methods for outsourcing your business which address what is known as Offshore Call Center Operations and Nearshore Call Center Operations.

Offshore Observations That May Hinder Operations

The first option consists of outsourcing your entire Call Center Operation to an offshore partner, while there are considerable benefits there are important observations that have been brought up by Fortune 500 Companies.

Oracle has found some issues with acquiring the right level of English due to the different dialects and the difference in the English language.
Dell initially had moved their operations to India but had to move most of it back to the United States due to cultural and language complaints from their clients, additionally the partners in the Offshore venture were unable to handle the large volume of calls.
IBM outsourced a large portion of their jobs to an Offshore venture which while beneficial has also turned out to produce a high turnaround in their employee base and erratic continuity in projects.

The Nearshore Call Center Experience

The alternative outsourcing solution involves a Nearshore Call Center partner, primarily focusing on Mexico as there are a considerable number of benefits to be garnered from a country that has such close proximity to the United States.

A Cultural Relationship: Mexico, especially its northern border, has had a long historical relationship with the United States which spans more than two centuries to this date. This has created a large understanding and mix of both cultures that have learned to cooperate with one another.
Business Relationship for the ages: With the cultural relationship has come to a large economical and business relationship which has given considerable insight on how business and industry work inside the United States, an advantage over other partners that do not have a direct land link.
Service as a Priority: In Mexican culture, service is a priority for any business and the needs of the customer, this impacts greatly in the Call Center Industry as it allows to have an exceptional customer experience in every instance without additional investment in training making the country a strong Nearshore Call Center partner.
Speaking with the neighbor: A large advantage, one that is sometimes passed over, involves a large population of bilingual inhabitants inside the country, where numbers place at least 12% of the Mexican population, around 12 million, as being bilingual.

Need More? here you go:

Infrastructure growing exponentially: One of the key targets of the Mexican Government is infrastructure, in 2019 a large investment of 44 billion dollars was implemented which also focused largely on telecommunications to strengthen businesses and industry.
A home near home: Another oftentimes forgotten key factor in choosing a Nearshore Call Center is the close proximity to the United States, improving communication time, working on the same hours as business and customers alike.
Growing without breaking the bank: It is no secret that there is money to be saved when outsourcing and setting up a Nearshore Call Center in Mexico, the current exchange rate allows for businesses to grow with considerable advantage.
Experience in the field: For the last thirty years the country has been growing as a key partner in the industry, establishing a Nearshore Call Center in Mexico provides a large pool of experience which include specific industry niches that partners in the Offshore region are not as familiar with.

With these key points in mind, it is no wonder that more and more businesses look forward to working with a Nearshore Call Center for their benefits and available solutions from years of experience.

If you have questions about what other benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

We have more than 45 years of experience in the BPO Industry and can help you to reap all of the benefits with a fast return on investment.

^[1] https://www.magellan-solutions.com/blog/companies-that-outsource-to-india/

^[2] https://www.cnet.com/news/for-dell-indian-call-center-failure-a-lesson/

^[3] https://foliovision.com/2018/03/why-not-buy-ibm

^[4] https://web.archive.org/web/20141010232359/http://consulta.mx/web/images/MexicoOpina/2013/NA_MEXICANOSeIDIOMAS.pdf

^[5] https://www.bloomberg.com/news/articles/2019-11-26/mexico-unveils-44-billion-infrastructure-plan-to-boost-economy

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