March, 2022 - RedialBPO

Why U.S. Call Centers Should Have Bilingual Agents

Why Call Centers In The US Should Hire Bilingual Agents

March 30, 2022/in BPO /by Veronica Mascareno

The Call Center has become the primary tool for achieving success in the current economic environment of the 21^st century in the United States; having personal, agents, management, and administrative staff, who are bilingual brings significant benefits to your operation and customer satisfaction through the leverage of a bilingual call center operation.

The Spanish Speaking Population in the United States and the Importance of a Bilingual Call Center

The latest information available from the United States Census Bureau tells us that there are at least 41 million native speakers with an additional 12 million bilingual speakers, meaning they speak Spanish and another language such as English.

This makes the Spanish-speaking market one of the fastest-growing segments in the United States, making at least one-sixth of the United States population and rapidly becoming a significant demographic of the current economy.

Considering this, the Spanish-speaking population is becoming an essential backbone of businesses around the United States, enabling communication through Spanish to make better-educated decisions and opens opportunities for greater customer experience and upsell.

Customer Satisfaction Continues To Be the Mark Regardless of Language or Culture.

A bilingual Call Center closes the gap in creating excellent customer service and an experience that rapidly makes a loyal customer baseline from one of the fastest-growing demographics in the United States.

Speaking the language is only part of the experience; understanding customs, culture, and tendencies makes the bilingual Call Center an effective tool to understand your client’s mindset and promote your business culture and brand without barriers.

Most importantly also helps retain clients and aids in bringing in new ones; one key factor to put it into perspective is that 82% of United States consumers will not continue to interact with a brand if they have one bad interaction.

Your Brand is Taken Far and Beyond Through Language.

The bilingual Call Center helps create a tailored and personalized experience for your customers; communicating in their language opens opportunities to create new campaigns, and a deeper understanding of a demographic by effectively using the information gathered from every interaction.

Taking advantage of this opportunity can easily open the market to a new demographic, efficiently promoting and creating awareness of your products and services in a way that makes them approachable to your new clients.

Another important factor that this brings to the table is word of mouth from the customer experience created using a bilingual call center; considering that 92% of people trust recommendations from family and friends. This is another excellent way to achieve success when moving into an untapped market.

Final Thoughts

The bilingual Call Center is becoming a de facto norm in businesses around the United States; the empowering of the Spanish speaking population inside the United States makes it a desirable demographic to service, which can easily be done through the right set of services and agents to assist them every step of the way.

Be it through the use of your own bilingual Call Center or the leverage of a nearshore partner with years of experience in bilingual customer experience, the opportunity for growth can be achieved regardless of the path chosen.

We have more than 45 years of experience in the BPO Industry and can help you to read 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://telelanguage.com/spanish-speakers-united-states-infographic/

[2] https://techcrunch.com/2010/10/13/customer-service-rightnow/

[3] https://www.bigcommerce.com/blog/word-of-mouth-marketing/#what-is-word-of-mouth-marketing

How Does AI Impact Customer Service in Call Centers?

March 24, 2022/in CX and Services /by Veronica Mascareno

Artificial Intelligence is process automation, which is the configuration of computer software to emulate human interaction in digital systems, creating robots that capture data, provide feedback, and communicate with other systems.

If you’re interested in outsourcing your customer service campaigns to develop a more efficient and effective experience for your clients, this is the perfect first step!

Nearshore call centers help reduce operating costs and increase the quality of service with state-of-the-art technology.

Brain with digital circuit and programmer with laptop. machine learning, artificial intelligence, digital brain and artificial thinking process concept. vector isolated illustration. Free Vector

Why should I be interested in outsourcing call center services with AI?

AI is a virtual system that can perform high volumes of transactions, working without any interruption 24/7.

Being highly configurable, the AI can perform the same tasks faster and more efficiently, freeing human labor to develop other charges such as decision making, analysis, and innovation.

How is AI used in Call Centers?

Predictive Call Routing
Interactive Voice Response (IVR)
Conversational AI
Emotional Intelligence AI
AI-Powered Recommendations
Call Analytics

Artificial intelligence (AI) takes the intelligent routing and makes it even more innovative. Now call center agents can route inquiries based on additional criteria, such as customer personality and information gleaned from previous contacts.

Robot studying cloud technology through magnifier. artificial intelligence, machine learning, cloud computing, robot thinking concept. vector illustration isolated Free Vector

These are some essential points and benefits that you can consider for your business:

Increased productivity and fewer cost overruns
Outreach
Data collection management
Automation
Document and report generation
Mailing
Highly transactional processes.

Nearshore call centers with AI are customizable to business rules, consequently used in response through its technology and security for management and control of monitoring in each phase.

We are eliminating human error.

Using AI in call centers aims to improve the customer experience and relieve human agents of time and energy spent on simple requests.

Matching a customer with the right agent at the right time can do a lot to optimize efforts.

Ultimately, AI can automate simple tasks, deliver in-depth analysis, and help agents reach a faster response time, better first-call resolution, and more satisfied customer service agents who have the tools to do their job better.

Developers building, testing and deploying chatbots on platforms. chatbot platform, virtual assistant development, cross-platform chatbot concept Free Vector

Is it possible to replace agents entirely in the future?

We don’t believe this question cannot be answered precisely, just with a yes or no answer only. In a way, artificial intelligence can handle repetitive and simple calls by being automated.

It helps agents because it gives them time to handle more sophisticated calls.

But in some ways, this can reduce the volume of calls to live agents and affect the number of reps needed in a call center.

Here at REDIAL, we recently implemented new technology to our services; the AI service is a workforce platform that would help us do more with our resources and delight the customers.

Fuel revenue growth
Retain more satisfied customers
Manage compliance and risk
Drive operational efficiency at scale

We have the infrastructure to support any industry and make the transition as smooth as possible.

We are committed to helping businesses achieve their goals with cost-effective nearshore outsourcing solutions.

To know more about our full-service support and get a quote, click this link!

Mexico Remains the Best Nearshore Value in the Americas

March 24, 2022/in BPO /by Veronica Mascareno

The contact center services industry is more prone to flavors of the month than even the most popular ice cream brand. In the view of Redial BPO, there is huge value in consistency. This is the case when it comes to Mexico as a delivery point for American consumers and the enterprises from where they buy goods and services.

Of late, there have been rumblings that Mexico may have had its day, and that other CX destinations in the American nearshore are ramping up to take its place. So, let’s be clear – Mexico, perhaps the most established contact center market in this hemisphere, is going nowhere except upwards.

As an American businessperson who has been operating in Mexico for a few years now, I understand that the current political situation on the southern side of the border may be a bit perplexing. The federal administration has made certain moves and pronouncements that range from distracting (who won that plane?) to disruptive. That said, this is not exclusive to Mexico.

In fact, just consider that it was not too long ago that industry watchers were claiming that the scandals of the former president of South Africa and declarations from the current president of the Philippines would destroy the BPO sectors in each country. Last I checked the contact center sectors in both these locations were doing very well. Mexico’s is too.

A Good Reason For Outsourcing in Mexico

One of the reasons for Mexico’s BPO resiliency is the country’s legacy as a contact center delivery destination. Mexican CX operations have two decades or more experience in service delivery to US customers, and this has helped develop a strong customer management industry alongside one of the best industry promotion bodies anywhere in the world.

International companies look to Mexico as their go-to in the nearshore because CX is done to a high-quality standard, which is a hallmark of Mexican outsourcing.

The basis of this quality is rooted in language skills. I may be biased, but I challenge anyone to find the same level of English-fluency in large volumes elsewhere in the nearshore that can be sourced in Mexico. Redial BPO has been able to capitalize on this with its location in Tijuana, a major metropolis where bilingualism is part of the city’s DNA.

But, this dynamic is found throughout the country, which is why so many outsourcers have been able to set up shop here to service American clients. They do at a significantly more affordable cost than in the US, but that is competitive with the rest of the nearshore.

You may get the sense that I am proud to operate in Mexico. Redial BPO is excited to be servicing our clients from the Baja peninsula, both with agents in our two centers and from their residences.

We have made Mexico our base in the drive to deliver the best CX possible to our growing client base. We are also actively pursuing new options in northern Mexico to service our American clients.

This makes good business sense, and it helps with driving business continuity for our enterprise partners. As we see it, the possibilities that Mexico affords are endless from a customer management angle.

Tijuana A Major Bilingual Metropolis

Don’t just take my word for it. Mexico’s popularity was quantified in the last Ryan Strategic Advisory Front Office BPO Omnibus Survey.

Globally, enterprise CX decision-makers ranked Mexico as the 6^th most popular offshore delivery destination in the world out of 50 country choices. In the US, Mexico was 5^th most popular.

What the future holds for CX in 2021 and beyond is unclear. Consumer priorities are always changing, and outsourcers need to adapt. But, what is not changing is the requirement for solid, reputable, value-driven country options that can deliver for American end-users. Mexican CX is bigger than politics, and it is here to stay!

Benefits of Omnichannel Customer Support

March 18, 2022/in CX and Services /by Veronica Mascareno

There is a way to keep clients engaged and loyal through every interaction; this includes a highly focused detail on the service provided, which can be easily achieved through omnichannel customer service.

It is no secret that 90% of clients have consistent channels while 75% of online customers expect assistance within 5 minutes[1]; these numbers put it upfront that integrating omnichannel customer support in your business is a game-changer.

Here are five items to look at which give insight on the benefits of omnichannel and what you can obtain from implementing it across your business.

At the forefront of knowing your customer

Data is everything in the 21^st century; it helps us understand trends and can create efficient models that assist you in tailoring campaigns and focusing on specific demographics through sheer interaction.

Omnichannel customer support also helps put all the data in one place, regardless of the customer’s communication method. This allows every interaction to understand what is needed and how it can be provided in the shortest possible time.

To further put the customer at the center stage, understanding previous interactions and any issues they had in the past allows for rapid defusal of challenging situations and creates an immediate positive experience, turning a dissatisfied customer into a part of your loyal client base.

Omnichannel customer service gives you what you want wherever they are

In the past, one of the main challenges of customer service was putting everything into one place; transferring a customer around could mean long wait times with no information available from the previous interaction.

Complicating matters further, other channels would not always provide the same information, broadening the customer experience entirely and opening the gap for customer dissatisfaction, and ending their interaction right there and then.

With omnichannel customer support, the possibilities are endless, be it by phone in another country, through their smartphone through an app, a fax that ends up connected to other channels, or via live chat on a laptop from the other side of the world.

This method empowers the client to make the right decision and helps your business maintain a loyal baseline.

Making the customer experience feel unique with every interaction

As we have mentioned before, data is everything to ensure you understand your customers at every step of their experience, making it faster and more efficient for them to get exactly what they want.

Through omnichannel customer support, it is easier for your customers to find other products or services they may be interested in, getting the correct answer and opening opportunities for an upsell for other items that fit right into their current interests.

With thorough, continuous training, the right customer service partner helping you build a great customer experience, and omnichannel customer service, the possibilities for growth open up considerably.

All roads lead to real-time customer support…

Numbers talk heavily regarding the importance of time on every interaction, with 79% of customers preferring live chats when looking to obtain an immediate response for their needs, with live chat showing the highest customer satisfaction rate at 92%.

These numbers continue to grow as time moves on, and Covid-19 continues to affect businesses worldwide, with the integration of omnichannel support being more important now than ever to make all gears move simultaneously when interactions are happening elsewhere.

This means that even though there is a more significant number of customers looking to receive live-chat support at any given time, there may be situations in which clients will need to interact through other means, making it essential that the average response time is kept as low as possible to ensure that interactions are held at the same level.

…And excellent customer experience

Customer retention continues to be an essential factor. Customer experience shines intensely, as it costs businesses worldwide seven times more to acquire a new customer than to retain an old one.

To top all of this off, omnichannel customer support is a key to ensuring that the customer experience is always kept as a priority during interactions and ensuring that these build a strong, loyal baseline that makes the business grow and thrive.

To further the considerations, numbers also speak volumes when pointing that 86% of customers are willing to pay more if there is a great customer experience involved[4], making it the strongest priority by far for any business to ensure this happens every time.

Final thoughts

The battlefield is set, and the evidence shows that customer experience continues to be king; the use of omnichannel customer support has become the most obvious way to ensure that this is set to the highest possible standard for every interaction.

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.

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.redk.net/en-GB/insights/omnichannel-approach-impact-customer-experience

[2] https://99firms.com/blog/live-chat-statistics/#gref

[3] https://www.markinblog.com/customer-loyalty-retention-statistics/

[4] https://www.superoffice.com/blog/customer-experience-statistics/

banner How call center outsourcing imporves advanced collection services

How Call Center Outsourcing Improve Advanced Collections Service

March 15, 2022/in BPO /by Veronica Mascareno

Because of the complicity of the task, many companies are looking for other effective solutions, that’s why outsourcing a call center for a collections campaign has increased exponentially in the last few years.

Let’s talk about the positive impact of outsourcing a call center for your collection’s services.

These key points of outsourcing a call center will benefit your collection service approach.

You will expand your collection calls
Economically, you will reduce your operational costs by 50%
You will have your time entirely devoted to other business tasks that need your attention.
You will not be worried about the hiring process anymore; nearshore call centers offer this service.

Outsourcing your collection campaign is not only a time-saver but gains back funds in a big way, with quality standards and the latest tools in technology.

Quality collection calls are necessary; we believe that quality is better than quantity, but isn’t it possible to get both?

In a call center, the agents are highly trained and prepared to give the best attention, service, and quality without leaving aside the actual results in the day today.

They have been highly trained before they take their first call, so they understood the market. Creating the spectrum of a quality call experience and the best culture alignment concerning nearshore call centers.

Expectations of outsourced a nearshore call center:

BASIC CONVERSATIONAL SKILLS & VOICE TECHNIQUES

Understanding the essence of a conversation is especially important in debt collection, and something as simple as talking can be an excellent persuasion tool.

LOWER COSTS AND HIGHER REVENUES

Running an in-house call center is costly. Payroll, tracking databases, analytics software, certifications, and compliance costs can be a nightmare.

Therefore, outsourcing allows you to transfer these costs to the call center agents and connect them directly to the revenue collected for a lower price.

Utilizing the resources of an outsourced call center can increase your company’s revenue significantly by collecting more accounts in a shorter cycle.

INCREASING SATISFACTION

If your company’s focus is not on customer service exclusively, you may get a negative response when approaching customers about late payments.

Outsourcing your collections campaign will have a higher likelihood of positive interactions and the customer is more likely to decide to return to you.

Let’s focus on bringing to your customers quality service.

A call center dedicated to debt collection means committing the proper procedure and time necessary to receive timely collections.

While it can be frightening to outsource such an essential part of your business, the benefits of outsourced collections can outweigh the negatives.

To ensure effective debt collection, you need an experienced and dedicated team.

REDIAL BPO offers quality debt collection services ideal for your company’s needs. In addition to having the best technology, we have the right and highly trained team. We work providing the best Nearshore call center operation with customized solutions with the clients.

Get a quote and get more information by clicking on this link. We are READY TO BE YOUR PARTNER.