banner Most important things to consider abut nearshore outsourced supple chian services
Veronica Mascareno

Most Important things to consider about nearshore outsourced supply chain services 

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This time, we will look beyond one industry and analyze the most important things to consider about outsourced supply chain services. 

From what could be the heart that kicks off all kinds of business, the supply chain.  

Important things to consider about the supply chain:

  

We can understand this concept as the activities needed to produce and deliver the goods and services of various industries.

This also means delivery can be from air, sea, and land.  

The importance of this process lies in its impact on our daily life, more specifically, by the fact that humans depend on supply chains to deliver necessities such as food and water. 

A surprising element considering its versatility can attend different businesses such as retail, agri-food, health care, climate actions, and overall production.   

Oursourced supply chain services

Good management can increase the percentage of efficiency in the delivery of all these goods and services.

Therefore, reducing the chances of presenting some inconvenience that, at different times, can be converted into supply chain issues. 

These problems increased with the arrival of the pandemic caused by COVID-19.  

Two years have passed, in which they have tried to re-establish operations and strategic communications and, in this way, avoid delays of final products to consumers.  

Various efforts have been made to resolve the supply crisis, which has now been affected internationally.  

The closest presented to us was the port of Long Beach, which to date, has considerable delays in unloading vessels.  

Through difficulties, resolutions arise.

These have led to new platforms, with process optimization offered to the sector that has identified potential problems.

No to mention, cost reduction, and satisfaction of the final product or service.  

We must consider that outsourcing the supply chain has presented lots of benefits.

Allowing businesses to focus on their competencies, operations in general, and the proper attention to customer requests.  

How does nearshore outsourcing helps SCM?

 

Nearshore outsourcing services for the supply chain allow for managing numerous vital activities.  

We can start with data processing and logistics related to shipment tracking and delivery, inventory review, and information verification.  

These processes are possible through contact channels with talent or specialized technology.  

Customer service is constant in supply chain operations for both businesses and consumers. 

 An intrinsic relationship between the outsourcing processes has created the structure to ensure quality and results based on the corresponding performance indicators. 

Due to its strategic position and bicultural, and bilingual knowledge, Mexico has proven to be an attractive and efficient nearshore location. 

All these processes ensure that we have our goods and services available.  

But beyond consumption, which is essential, securing good management develops opportunities.

Diversification, employment generation, community improvement, and economic growth.  

Final Thoughts:  

Today, we continue to face different challenges, thus businesses must be aware of how they can optimize and ensure excellent performance. 

Ongoing labor shortages are an issue to consider attending.

It is a phenomenon that has been present in different regions, and the process could be facilitated through companies that have the structure to perform quality hiring and staffing solutions. 

Recruitment will be effective with the promotion and implementation of organizational cultures that benefit the workforce.

Additionally, a system of compensation and professional growth ensures results at different times.  

Bottling and automation, although sometimes inevitable, could also be addressed with the resolutions we mentioned and with the idea (which we retain) -not all activities can be supported or entirely solved by algorithms.  

Empathy and the ability to connect are part of the essence that generates human talent.  

At Redial BPO, we love being up to date with your operations.

We believe that innovation and resource generation movements are important for the betterment of communities.

Did you find a way we could help you? Contact us; we’d love to talk to you. 

banner how can bpo service and retail work together
Veronica Mascareno

How can BPO services and retail work together?

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BPO services and retail are one of the most critical industries.

Maybe you are wondering how to upgrade and work alongside a business that knows how to be in touch with all the constant changes many industries face.   

Perhaps you have the resources to venture into the retail business, a sector showing constant economic GROWTH.

According to the United States Census Bureau, either by the direct sale of products, supplies, and services.  

Or maybe you are a retail investor who wants to ensure efficiency in the distribution and operation of the business.  

You know what has been mentioned involves many processes, information, and activities in constant demand and evolution that define your competition in the market.   

It is understandable and often necessary to have a team prepared to help you achieve the goals you have for your business, which can be summarized in 4 specific key points:   

  • Exceptional customer service.   
  • Enhance your brand and value proposition.  
  • Find the best talent through quality recruitment and training.  
  • Be up to date with modern technology. 

It sounds like a lot, but we will explain how can BPO services and retail could work together. We will also explore the new challenges and possibilities.   

  • 1- Exceptional customer service for Retail

 Consumer retail is always on the move. People are very active and expect to have the proper attention.  

 Business Process Outsourcing company’s primary focus is to deliver quality customer service.

Fundamental since they are the basis not only of income but also of satisfaction and, subsequently, the development of opportunities. That’s just how retail works.  

Working with a BPO for retail services helps you achieve a seamless experience.

This is possible due to the optimization and follow-up corresponding to your needs with a multidisciplinary approach.    

  • 2-Enhance your brand and value proposition by outsourcing your retail services 

Great customer assistance and omnichannel services are essential for proper pre and after-sales management.  

It solves any possible inconvenience and thus increases the chances of communicating the benefits of your product or service.   

At Redial BPO, we always recommend focusing on your business and your customers.  

Always ensuring that we have the experience to keep up with the constant changes in the industry and invaluable factors such as economic context, culture, and language.   

 

  • 3- Find the best talent through quality recruitment and training.  

Providing effective and honest care through a recruitment process that ensures value and professional growth is necessary for long-term results.  

In addition with follow-up with clients and constant training of the operations team is essential.

That way, call centers that provide services for the retail business can feel more like an extension of the brand than an outsourced building.  

  • 4- Be up to date with modern technology.  

Key factors are fully digital platforms, which many businesses in the sector have incorporated.

Strengthening what we know as e-commerce and project management software.   

The growth of e-commerce platforms and stores has required the establishment of many resources and digital attention with the help of artificial intelligence.

Services that have proven to be highly effective.   

With this in mind, we also opt for innovative technologies, fully adaptable to your business and your goals.   

Recently, we have incorporated a new tool: speech analytics AI.

A tool that analyzes the conversations between agent and client to automate processes and ensure faster results. 

The use of these tools represents a step up in the contact centers industry.   

  • 5- New challenges for retail business 2022  

Although the retail sector maintains sustainable growth, it is not exempt from situations that currently intervene in behaviors, such as inflation.   

The rise in prices affects the behavior of all customers, modifying their preferences and motivating them to look for more alternatives that respect their quality-price standards.   

Because of this situation, the competition every day looks for more effective methods and ways to ensure the retention of a loyal customer base.   

  • Final thoughts  

 The retail industry has many challenges and business opportunities if it keeps up with needs and opts for strategic alliances with companies specializing in optimizing operations.   

Maintaining a loyal customer base is possible with quality attention and follow-up to any request.   

The use of technologies to manage projects and large amounts of data helps us make better decisions.   

With all of this mentioned, it is possible to create a structure with the ability to establish and execute communication strategies for the benefit of your business.   

We have all the tools and talent to help you empower your services and achieve your goals at a cost-effective nearshore opportunity.

We would love to talk to you and help with your day-to-day operations. Give us a call. 

How Customer Service Outsourcing Can Supercharge
Veronica Mascareno

How Customer Service Outsourcing Can Supercharge Your Revenue Growth

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Finding new ways to achieve growth while turning expenses into revenues may sound complicated, a process that would involve a substantial investment that may not work out as intended. Still, customer service outsourcing is a healthy way to achieve this.

Growing your in-house customer service call center can be challenging, expenses can drive you to reconsider how you are handling customer experience and expectations, with numbers rapidly turning to red when assigning more resources to address the growing volume.

The best alternative is finding the right BPO partner with experience in delivering the best-outsourced customer service for a price that allows you to cut your expenses and create the perfect customer experience without breaking the bank.

Customer service outsourcing is a key player in increasing profits and cutting expenses.

When putting together a customer service call center, a common mindset involves calculating the cost of infrastructure, hiring, training, and the day-to-day operational costs, which may add hidden charges as the operation moves and grows.

When growing exponentially, the needs become far too demanding for a business to easily handle customers’ needs without eventually breaking the bank and turning a call center into a significant resource siphon that seems to serve no purpose other than to comply with an obligation to serve.

For these situations looking at a nearshore BPO to help you with customer service outsourcing is a viable way to grow with savings starting right out of the gate from the cost of paying agents reduced by at least 50%.

More Benefits:

Other benefits will show up as the operation begins moving to your nearshore partner. Infrastructure, software, hiring, training, and other processes that generated a cost are absorbed by your partner, giving you a considerable growth space.

But this may not fully answer the entire matter; while cutting expenses, how can I turn this into a viable investment return?

With hidden benefits from hiring the right customer service outsourcing partner, you can gain highly skilled and qualified agents and administrative personnel with years of experience in the field while leveraging their multilingual capabilities at a fraction of the cost.

These allow for customer experience, brand loyalty, and continuous growth in your loyal baseline of clients to grow without additional investment, generating a more extensive customer base that looks for your products and services through word of mouth.

An important study showed that 77% of customers interviewed answered that they recommended a brand to friends and families from a single positive experience. In contrast, a survey from American Express showed that one bad experience leads to at least fifteen people being informed of this and driving business away.

Making customer service efficient by putting it all in one place.

Another critical factor is growth, which ensures customers receive the best experience, is through omnichannel support for new and current clients.

While live chat has become increasingly common worldwide, especially for online purchases, there is still a considerable number of clients making use of phone and e-mail; leveraging other channels is possible, giving a broader set of communication options.

This means that having different channels can cause the information to be in other systems, complicating the customer experience and creating frustration when they must repeat their request repeatedly to the following agent that takes their call.

Omnichannel helps put everything together into one solution and make it available to any agent that interacts with the client, giving them a rapid response to their needs while also defusing the situation, which would otherwise generate a bad experience.

Outsourced customer service can use this method by implementing multilingual support into the channels, creating a better-focalized experience for clients looking to get support in their language, which helps them make the right decision and creates a better experience.

Feedback is a way to understand your clients’ needs.

But there is more to all of this than simply giving excellent customer service and experience to your clients; their thoughts and requests are essential, making their feedback a critical factor in making it to the top and staying there.

Providing clients with surveys and giving them the option to speak their minds helps understand how processes are working if products or services are selling and how customer experience can be improved to ensure customer satisfaction and brand loyalty are achieved.

Numbers will speak mainly of situations that you and your customer service outsourcing partner face, making efficient changes through this information. Identifying factors that could lead to improved business and better service means a faster investment return through customer service.

Final Thoughts

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.worldwidecallcenters.com/global_focus/mexico-call-centers/

[2] https://experienceinvestigators.com/why-positive-word-of-mouth-is-insanely-powerful/

4 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer Service
Veronica Mascareno

Quick 4 Ways Retail Businesses Can Benefit from Outsourcing Call Center for Customer Service

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As the world continues to move on through the Covid-19 period, some constants cannot be ignored; the use of call center customer service has become a critical factor in winning the battle to stay at the top of relevancy.

A retail business can leverage the right partner to ensure that customers continue returning through the mere handling of their interaction with an agent and ensure that the sale is always closed at the end of the day.

Below are four elements that can provide you additional insight into why expanding your use of a customer service call center to the right partner can ensure you are always ahead of the competition.

Focusing on what matters the most, your business and every customer.

The right partner inside the call center customer service industry can ensure that interactions are fast, educated, and focused on getting every customer the answer that they are looking for.

Furthermore, with this experience, there is a vast understanding of specific sectors’ interests, leveraging years of practical knowledge and understanding culture and language, which help get the customer right where they want to be.

The focus on the customer experience helps create a loyal baseline of returning customers, helping spread the word of products and services provided through interactions that satisfy their every need.

Putting the customer experience right at the top.

Customer experience has become the king of the battlefield of customer loyalty; the right customer service call center partner can ensure that every interaction satisfies your clients’ needs.

There are two considerations to make as to why it has become relevant for retail businesses to achieve the highest possible customer experience, all based on returning customers and the revenue earned.

A customer that has had all its needs completely satisfied will produce as much as 2.6 times more than a partially satisfied customer and 14 times more revenue than a dissatisfied customer[1].

The other consideration is the relationship with dissatisfied customers, who will only perform one interaction with the business and look elsewhere for products and services.

But a study from 2020 found a 95% possibility that a customer will return after a bad experience if they know that the issue they had was resolved[2].

With these numbers in mind, it is easier to understand why a customer service call center providing excellent customer experience continues to be the focus of all businesses worldwide, turning the idea of being an expense into a great return of investment area.

Making use of Big Data for the long-term benefit.

It is on everyone’s mouth, Big Data. Data collection can be done through many methods; a customer service call center can always provide rich amounts of information but making it speak can sometimes be left in the shadows.

The tools used by a customer service call center are ripe for decision-making and understanding of tendencies and choices made by groups based on many factors that may not be obvious by looking at every single interaction.

By leveraging the right customer service call center partner, it is possible to use all the collected information, turning it into a new field for possibilities and expansion for the business.

Furthermore, this information provides you with insight into every sector interacting with your business for products and services, providing you granular data that opens possibilities of creating tailored promotions or putting upfront the right product.

The possibilities continue to grow as more data is gathered and investigated; using the right tools and the right partner can help you understand faster than the competition what your customer wants before they have even interacted with you.

The right customer service call center partner helps keep your numbers in check.

We have spoken about the many benefits that help put your business at the top, all involving the experience, client, and data, but there is one final item to talk about.

Your expenses and how you can grow without breaking the bank.

Through a nearshore partner, you are bound to save at least 50% on the cost of expansion from the cost of in-house growth; an added benefit to these savings is time, which can be crucial in rapidly evolving industries.

This means less time involved in training, less time required to put everyone involved up to speed on tools, processes, and methods, and less time ensuring that everything is moving as intended.

The right customer service call center partner will ensure that these tasks and more are seamless to your business, putting all the wheels in motion so you can continue to drive your business towards your goals.

Being more upfront about this matter, if a lingering question remains in your mind, such as “how does this benefit my business?”

The answer to this question is: Time is money.

Every minute saved on these steps means your business is ready to grow at an exponential rate without having to worry about these details, allowing key people in your business to focus on other important matters.

Final thoughts

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://business.trustpilot.com/reviews/learn-from-customers/5-reasons-why-customer-experience-is-the-pulse-of-every-business

[2] https://www.questionpro.com/blog/mechanics-of-detractor-recovery/

banner 7 things you must know
Veronica Mascareno

7 Things to Know Before Outsourcing Call Center Services

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Growing your business goes hand in hand with ensuring the best, fastest, and most efficient customer experience. To ensure growth at a fraction of the cost, outsourcing your call center needs is an efficient method.

It has become clear that customer experience is now the dominating factor in ensuring that businesses stay relevant with their products and services; Microsoft stated in their 2019 survey that 95% of their clients defined customer loyalty through excellent customer experience.

Zendesk also reported in 2019 that 84% of the customers surveyed marked customer experience as a decisive factor in establishing a relationship with a business to acquire products and services.

Since these numbers continue to become more critical, primarily when customers are restricted to their homes due to the Covid-19 Pandemic, ensuring that your call center team’s growth goes hand in hand with customer experience is the most vital factor to investigate.

Moving forward, outsourcing call center operations to a nearshore partner

Reaching your goals can be done by leveraging the outsourcing call center services provided by a BPO, Business Process Outsourcing partner.

The right BPO partner will have the knowledge and experience to assist you in front and back-office operations, reducing your expense footprint while providing you with the right solutions.

When considering outsourcing call center services, you should evaluate which parts of the operation can and should move to your BPO Partner, either inbound or outbound calls. Be it a small or more significant portion of your operation, when handled by the BPO Partner, turning a cost center into a revenue center.

The appropriate BPO Partner will help you in this critical decision-making, ensuring that the transition is seamless and as transparent as possible to key stakeholders who oversee handling the call center operation’s essential tasks.

As mentioned previously, another clear benefit from outsourcing your processes come from the savings on your operation, reducing infrastructure, HR payrolls, bills, and taxes which the BPO world translates to at least a 50% and up to 70% reduction in the general cost of your operation.

money

Who should be outsourcing call center operations, and why is it important?

The move is clear and straightforward to the larger set of businesses worldwide; outsourcing to the right partner is a sure way to ensure your company can maintain an excellent level of customer experience at a fraction of the cost.

For startups and SMB, Small and Medium Size Businesses, this decision may not be apparent when multiple factors affect the business’s growth and reach. Still, a clear decision to outsource call center operations before rapid growth has started can help remove a considerable strain on fledgling businesses.

Your BPO Partner can provide support through e-mail, live chat, phone, or a combination of these that can be associated all through omnichannel support; the options are dependent on the business’s assessment.

One final consideration to perform stands in the field of return of investment; while smaller businesses can sense outsourcing call center services as a considerable expense, the return of investment becomes substantial when providing the right customer experience to an ever-growing loyal baseline of clients.

Regardless of the size of the industry you serve, the right BPO Partner can ensure that outsourcing call center services becomes efficient and, in the mid-term profitable, upholding your values and making your brand shine with every interaction your clients make.

The leverage of the right partner can also ensure that cultural and linguistic barriers are cut and kept to a minimum, putting your clients in a comfort zone when making critical decisions during the purchase of a product or service.

With the integration of multilingual customer support agents, it is also possible to give support to larger sectors interacting with your business in their language and understanding tendencies and culture, raising the bar for customer experience with a tailored experience.

Final Thoughts: Living the BPO experience through Redial BPO.

Choosing the right partner with the necessary experience in customer service and a deep understanding of your industry can be complex and challenging when considering offshore partners who are not in your time zone, show a cultural barrier, or do not understand your business field.

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://info.microsoft.com/rs/157-GQE-382/images/2018StateofGlobalCustomerServiceReport.pdf

[2] https://d1eipm3vz40hy0.cloudfront.net/pdf/The_Zendesk_Customer_Experience_Trends_2019.pdf

[3] https://customerthink.com/call-center-outsourcing-pricing-around-the-world/

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