January, 2021 - RedialBPO

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.

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.

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

How to Choose the Best Outsourcing Call Center Partner in Mexico

January 4, 2021/in CX and Services /by Veronica Mascareno

Outsourcing your Call Center Services to a partner in Mexico is easy, especially when there is extensive knowledge in the field and business process outsourcing.

Being one of the leading figures inside the call center outsourcing business we immediately took advantage of all the benefits of having a call center in Tijuana.

There are five key factors that will help you determine what is the best choice in Mexico, these will also help you assess the possibilities of how efficiently your business can grow through the partner.

Infrastructure

One of the five pillars for outsourcing a call center stands in the realm of infrastructure, which speaks in general fashion of the available resources that can be used to perform other activities.

This subject falls into two main categories which have several divisions, for brevity we will only mention the two main categories.

Regional and City infrastructure assist in the development of the business as well as how efficiently it can expand its range of services and available staff
Business Infrastructure speaks of the technologies and resources directly available to the call center which is in turn used for business interaction

Campaign Experience

Potentially one of the most important factors when choosing where to outsource a call center is the campaign experience.

There are four key items in this section that will help you assess the level of experience and handling of your call center needs:

Experience in handling different roles such as customer support, sales, technical support, billing, collections, etc.
Experience in handling specific business fields which may include some niches such as logistics, finance, ecommerce, etc.
Employee General Experience, this includes all support roles taking calls as well as the administrative and managerial staff
Experience allows for improvement of business processes and better use of technologies, handling larger volumes with a better return of investment

Onboarding

When choosing the right partner in Mexico for outsourcing call center services the onboarding process is a great sign of how the relationship will be handled.

Partners with years of experience know how to expedite the process by using their true and tested methodology.

This also means having the requied staff and resources ready to commence working on the operation immediately.

During onboarding, it is also possible to identify areas of opportunity which the partner can work on and improve.

The continuous interaction inside the same time zones that the business is located at means that the required changes can go live at a moment’s notice.

Languages

One of the most important reasons to outsource your call center to a partner in Mexico lays inside a set of hidden benefits.

Mexico and the United States have a relationship of more than three hundred years, sharing culture, language and a set of business interests.

This has made Mexico a key player in the call center outsourcing field, providing the possibility of having multiple available languages.

Another hidden benefit comes from the interaction of the border cities of Mexico such as Tijuana, located in Baja.

With an understanding of culture and language, the agents speak with accents, slang, and words that are familiar to clients, and in turn, improve their experience with the business.

For these reasons establishing a relationship with a partner in Mexico, such as a Tijuana Call Center, becomes a perfect choice for multilingual support.

Support Staff

The last item on the list, but not the least important, falls into the Human Resources category which we have denominated Support Staff.

With a large participation in the Call Center industry, there also comes a large pool of available talent for all the needs of the operation.

This pool includes agents with experience in different fields as well as the required managerial and administrative staff needed to run the operation.

The largest benefit to reap from this pool is the fast implementation of an operation, much smaller training periods, and quality customer service from the first call to the last.

With the above list, there is a clearer path on how to choose the best outsourcing call center partner in Mexico, the benefits while in some cases obvious contain added benefits that will give a plus to your operation.

If you have questions about what other benefits you can obtain from outsourcing your call center operation to Mexico, you can contact RedialBPO to learn more and provide excellent customer service and a fast return of investment.