October, 2022 - RedialBPO

banner how is data mining & analysis helping the healthcare industry

How is data mining and analysis helping the healthcare industry?

October 31, 2022/in BPO /by Veronica Mascareno

Let’s start by saying that data mining is a technique through which useful information and knowledge can be obtained from a large amount of data.

It helps obtain valuable insights into your business, customers, or other areas by analyzing structured and unstructured sources of information.

This method, applied in the healthcare industry, can give accurate patient records that enable the physician to make effective decisions at the right time.

This technique is of great value in the healthcare industry as it can potentially predict and prevent serious diseases in patients.

Sounds cool, right?

In addition, it can bring huge savings for both doctor and patient. Information obtained from data mining also helps the doctor to provide better treatment for a specific disease.

For example, data about a specific disease or condition can be used for developing a treatment strategy. Especially if followed by previous cases.

Using this type of technique, new research fields could be discovered in healthcare, relying on the knowledge extracted from an extensive database.

Experts considering this an effective method for effective decisions.

Important for disease prevention:

As previously mentioned, one of the essential features that data mining offers doctors is its ability to predict or forecast which patients are at a higher risk of getting severe diseases such as heart attacks or strokes.

Suppose a doctor knows which patients are at risk of getting severe diseases.

In that case, they can provide better treatment decisions like recommending preventive surgeries or prescribing medicines before any symptoms appear so that they don’t develop into severe conditions later on.

Data mining also helps doctors find new research fields where their findings may likely benefit other medical professionals working on similar projects worldwide too!

The development of different strategies is also a possibility, through data refinement to share information.

Information obtained from data mining also helps doctors provide better treatment for a specific disease. For example, data about a specific disease or condition can be used for developing a treatment strategy.

Discovery through large databases

Additionally, they have identified genetic markers associated with certain rare diseases through their analysis of various DNA samples taken from individuals suffering from similar ailments.

These types of findings could not be discovered without using these techniques because there would be too much information for anyone (or team) alone!

So, healthcare companies need to realize how vital it is to structure and hire the right number of professionals to obtain not only the data, but also ensure a great CX for a sensitive matter.

Bringing diverse solutions to patients:

Data mining and analysis is an important tool that can help doctors make better decisions.

This technique has been quite beneficial in different businesses to analyze databases and get an insight of customer behavior towards products and services offered by specific businesses, establishing better relationships with them.

It has enormous potential to help healthcare providers by providing a more affordable solution for patients through innovative approaches such as treatment methods and drugs.

Data mining can also be used to monitor the progress and improvement of a patient’s health status after undergoing treatment, which will enable doctors to identify any abnormalities that may interfere with their recovery process.

All possible with the right follow up to attend every case and individual.

Special insights

In addition, data mining helps healthcare organizations to gain some insights into their patients’ behaviors so they can improve them or modify their services accordingly.

For example, suppose a doctor notice many people complaining about specific symptoms after taking a particular drug from his clinic.

In that case, he should investigate whether there is anything wrong with it or not rather than ignoring these complaints simply because most of them do not have any serious impact on health condition.

If several people who use this drug face similar problems, then there might be something wrong with the medication itself, so it should be recalled immediately before causing further damage to human life.

Nowadays, data mining techniques are getting popular among most medical institutes to solve complex issues associated with patient care management systems (PCMS).

Implementing PCMS greatly helps doctors in the treatment process by making the correct diagnosis at the right time, reducing the risk factor related to any health condition.

In addition, it can also help identify various factors that can affect an individual’s health condition.

For example, if a patient has some allergies, they should regularly check for pollen count in their location and try not to go outside during these periods. Just like my case a few months ago.

The same applies to other weather conditions, such as rain, etc., which may adversely impact their health due to certain bacteria present in soil or water bodies.

Henceforth, it is very important for everyone who wants better living standards to rely on data mining techniques instead of blindly following conventional methods used by many physicians nowadays, like prescribing medicines without knowing whether they are suitable for them!

Final Thoughts:

This is how data mining helps the healthcare industry. This method extracts useful information from large amounts of data and apply it to improve the patient care management system, ultimately benefiting both doctor and patient.

Hope you find our blog interesting, if you wish to read more, you can click here.

Are you ready to follow up your clients and give them great CX? We would love to hear from you.

The importance of promoting well-being in your organization

October 24, 2022/in Redial Culture /by Veronica Mascareno

We all (or should) have as a main objective, develop a work culture that encourages the general well-being of employees.

The employee will always be the basis of production, and production is what will give the company results and, indeed, a return on investment if the conditions in which they find themselves are appropriate.

So, it makes sense that if we make sure that the foundation of everything feels right, then everyone can win.

That is why, on this occasion, we will address why it is essential to promote wellness and its activities with the staff of your company/organization.

What is wellness at work?

Basically, the support that ensures the employee has all the tools and guides to feel good about themselves, their work, and their results.

Acquirable by different means, either by the leadership in a department, activities developed by the company, such as cultural weeks, sports, incentives, or specialty workshops.

Another way to understand it is to ensure-through different means- the employee’s physical and mental well-being.

What can we expect if we take care of our general well-being?

We can find many variants that can benefit your company by ensuring said well-being.

Effectively,a survey conducted by CIPD, shares the following points as the most notable:

A healthier and more inclusive culture.
Better work-life balance.
Better employee morale and engagement.

It is important to highlight these benefits because, for a long time, the issue of well-being and especially mental health, was a topic that was not addressed at work.

Fortunately, through different studies, the stigma has been increasingly reduced, and the numerous benefits for both the worker and the company from the levels of production and engagement are demonstrated.

Now, please don’t assume that all of this comes by itself. Despite these topics being promoted more frequently, there is still evidence that not all employees build the trust to speak up about their concerns.

It is everyone’s job.

Precisely because of what was mentioned, it is important to involve all members of the organization or company to resolve the importance of the topic.

Ideally, everyone, from owners, directors, and managers to all involved in their respective operations, is motivated to get involved.

This aims to guarantee the proper development of programs and activities to benefit general well-being.

Some ideas:

Good leadership: One of the most basic ways to ensure that all workers feel good is to have a guide who shows them the scope of objectives through legitimate interest and care for the work environment.

Recognition programs: A topic we have already mentioned in another of our blogs is to have programs that motivate and recognize work and effort. This could be achieved through diplomas, bonuses, or honorable mentions at events.

Activities and specialty workshops: You have area professionals; together, you could lead fantastic activities that share knowledge and skills that many people will undoubtedly appreciate!

Thanks for reading our blog. You can read more here if you want to know more about the world of BPO.

Do you want to know more about how we help companies achieve their goals? Contact us; we would love to hear from you.

banner BPO & Nearshore indutry in times of global financial concern

A look into the BPO & nearshore industry in times of global financial concern

October 14, 2022/in BPO /by Veronica Mascareno

I’ve searched studies for various analysis and predictions regarding local and international events, what we are going through and how it has affected our reality.

Of all that is mentioned, I can agree that the economic area is the most affected, both for individuals and entities.

The recent changes and behavior of the markets have represented a vulnerability, especially for companies seeking to develop alternatives, safeguarding the possibility of assuming even more risk.

But even though we are facing times of uncertainty, for reasons that I will mention later, Business Process Outsourcing stands as one of the main alternatives for those companies that seek to stay in business.

Economic background:

In the years that have passed post-COVID-19, the emergence of health and economic crises is undoubted.

They further denoted the deficiencies in other health/healthcare systems of different countries due to the demand for medical care and access to both medicines and vaccines in their initial phases.

Despite the difficulties, government actions regarding the management and distribution of services are debated.

But the multinationals’ role in the due attention for this event is also considered.

Additionally, production levels were even more affected by supply chain failures & agri-food production, low employment levels in a considerable number of countries, and various restrictions that, to date, are still in recovery.

Currently, goods and services, particularly cereals and oil that came from the East, are affected by international security issues.

But all this is not something that suddenly emerged due to the pandemic.

All these economic phenomena have a history and are the result of construction long before the pandemic.

About 11 years ago, the United States went through one of the most significant challenges since the Great Depression.

A crisis in which they were lost $8 trillion in value between late 2007 and 2009. Unemployment climbed, peaking at 10 percent in October 2009.

Despite a remarkable and historic recovery through fiscal and banking restructuring, not all the adverse effects disappeared, considering the large corporations and an increasingly globalized economy.

But also, through business outsourcing, a trend was executed, particularly between 2009 and 2010, as a strategy to cushion risks.

Not a definitive factor, but one that must be considered when analyzing decision-making.

BPO and its role in the face of speculation and fear:

The services provided through outsourcing and nearshore have made it possible for several companies and businesses related to the sectors, as mentioned earlier, to maintain production levels, including current jobs to date.

A society that maintains high levels of consumption, despite the high percentages of inflation has affected all sectors and care services.

The attraction of BPO is the establishment of long-term strategic relationships.

That is why, between negotiations, all points of cooperation are established, and all variants are considered to establish impact metrics and results.

And through this rigorous process, companies show trust to make investments, particularly in border states, considering the whole series of benefits, not only economical but social and cultural.

Benefits that have ensured mechanisms that help us combat economic uncertainty:

Job creation
Loyal customer retention
The promotion of entrepreneurship and innovations

Now, the focus that we must give is the cost-effective angle when hiring a BPO company due to its perfection of back-office process in which they oversee recruiting ideal and matched candidates for the campaign with monitoring of performance and productivity.

That is a great point we have to highlight, which is not always considered in companies. Productivity is what will give results.

All executives should pay attention to important points, especially in times of economic and digital globalization.

And by the concept of economic and digital globalization, we can understand it as the emergence of companies and platforms that constantly emerge through the medium, addressing public problems and interconnecting individuals.

Final Thoughts:

As sources like intelligent sourcing, entrepreneurs must establish business with companies in constant development derived from the financial sector (fin-techs), entertainment, gaming, e-commerce, IT, etc.

In conclusion, BPO is one of the most adaptable industries facing financial uncertainties due to its resistance and adoption of various cost-benefit models without neglecting quality and professionalism.

But without a doubt, all these phenomena should not be taken lightly since the markets and their consumers tend to generate reserves and duly take better care of their resources.

Thank you for giving us your time. Would you like to know more about our articles?

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banner must have skills & qualities for any contact center agent

Must have skills and qualities for any contact center agent

October 11, 2022/in BPO /by Veronica Mascareno

I remember the days when I was working as a call center agent for a technical support campaign.

It is not an easy job. Companies need to continue looking out for effective leadership, tools & methodologies to stand out and facilitate the consumer experience.

Ensuring those skills with the capacity to create a positive impact not only for the individual but also for the company.

Outsourcing and call center companies consider elements that, through their recruitment and human resources departments, detect and apply the necessary knowledge to see candidates with the skills and qualities.

You already have an idea, but do you want to explore a little more about the recommendations of what it takes not only to get a call center agent, but an impact agent? -Join me on this blog!

Communication skills:

Communication is something we experience every day. No matter our personality type, our needs motivate us to express our demands in any way.

When making a purchase, getting some food, or visiting, communication is an inevitable and essential practice as an element of human interaction.

That is why the ideal candidates for a campaign, whether for customer service, support or sales, must be people willing to establish communication in the form of interaction.

Always bearing in mind that they do not always come across similar cases, they will have to be subject to two essential practices:

Know how to listen
Know how to explain

In other words, agents must be willing to pay attention and detect exactly what is necessary to solve or satisfy.

Second, they need to learn how to consider all the critical elements and data to detect the solution and land it with the receiver.

Focusing on the details, taking notes and asking the client for a precise description are always effective methods.

If we consider the importance of this element, we will have clarity on how to attend to any call efficiently.

Patience and empathy:

It is always necessary to remember that when taking a call, we are talking to a person, no matter the situation or the attitude.

Whether we receive a positive or negative attitude, we must have the patience to understand that another person is at the other end, so we must be open to knowing where it comes from and how we can help.

We could all find ourselves in a situation that requires assistance; now, even though we may find ourselves with a problematic person, professionalism and the willingness to show a: “hey, I’m here to help you” is the best defense weapon.

These are two qualities that the training department at Redial teaches as a top priority, denoting constant results and genuine care.

Love for tech

It is imperative to be updated with new technologies and tools that can help us facilitate the operation and the customer experience.

As an industry, BPO is constantly changing and adapting, so you must look out for people who are not resistant to change, are up to date with various technologies, and are willing to strengthen their knowledge.

And we must not only consider the use of technological tools. Every day we witness the emergence of campaigns that manage digital products or media, so mastering how they work is necessary.

Especially considering that the consumer experience trend is happening entirely online. Whether through omnichannel support, surveys, reviews, etc.

Organization:

This ability is directly related to the skills and qualities mentioned.

Through the organization, we establish a hierarchy of priorities fully adaptable to any specific situation.

Organizing our processes and methods allows us to flow together, whether at the time of detecting the cause of a problem or a particular need.

I enjoy witnessing the growth of many fellow agents who have demonstrated their leadership capacity and results through these skills and qualities.

Fundamental bases that become key to growing personally and professionally.

What do you think? Do you think this is what it takes to be a great agent?

Thanks for reading our blog; if you want to see more articles, click here.

Do you want to have the support of great agents and scale your business? We’d love to talk.

5 Best Practices For Onboarding A New Client

October 4, 2022/in Redial Culture /by Veronica Mascareno

The introduction to the client and the onboarding process is fundamental since it establishes trust and proper management for a lasting partnership.

Putting it another way, it is the first official “hello” that will determine the impression of both parties that are about to work together.

It is also the moment when the process must follow each step with the client without leaving relevant information behind.

Without a doubt, a moment of mutual emotion. They have already signed a contract and may be ready to execute their corresponding operations. Still, the important thing is not to rush and dedicate enough time to plan and execute innovative ideas to enhance the customer experience.

This process has generated a lot of interest in me, starting from the welcome to the methodology.

I appreciate the knowledge and information my colleagues have shared about good practices, which is why I dare to summarize five tips to consider on this blog.

Set up a meeting:

It does not matter if it is remote or face-to-face (which in my opinion is always preferred), having an introductory session, not only to talk about business but also about the individuals behind it, is of great importance to establish a relationship based on trust and transparency.

This opportunity can demonstrate our authenticity and values, generating a connection and sense of honesty with the people we are about to negotiate with.

Set real goals

When we partner with another company or business, the main objective will always be to achieve results that benefit both parties.

It is valid to wait for the scope of these results at different times, but it is worth emphasizing the importance of what I mean by real goals.

Every entity has its limits and being aware of them, our resources and possibilities, will be vital to have a more precise understanding of the role they will assume and to achieve results with the possibility of scaling in the future.

If we don’t accept our chances, we are only prone to disorganization and low expectations by not setting them early on at the meeting stage.

Highlight your team

I never shy away from talking about the importance of appreciating and acknowledging your work team. In a process as important as onboarding, show off your team!

Allowing them to present themselves to new clients, demonstrating their skills and relevant areas, not only shows the corporate structure but can also reinforce their sense of belonging.

Above all, by giving them importance over interactions, including considering them for decision making and setting attainable goals.

Adaptability

The industry’s ability to adapt to contemporary and future challenges through the different work methodologies and implemented tools.

This capacity can be demonstrated from the onboarding process, either by mentioning past events or by the verifiable results to be projected at the moment.

Include the processes and the necessary evidence that demonstrates how to overcome any adversity

Without a doubt, emphasizing this quality demonstrates a competitive advantage.

follow-up

Following up on any topic will always be necessary regardless of its scale or degree of importance. Although it is an introductory phase, the onboarding process will lay the foundations, policies, and way of working that will be passed on to other teams.

Take notes & always send the report to your team. Even the smallest detail can make a huge difference.

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