November, 2022 - RedialBPO

banner top countries with bpo growth for 2023

Top Cities With BPO Growth For 2023

November 25, 2022/in BPO /by Veronica Mascareno

Since exploring the economic context of countries and markets is a fundamental part of our day-to-day, we couldn’t resist looking up what is ahead for the Business Process Outsourcing industry for 2023.

What are the top places aiming to invest in and generate more opportunities for companies and their people?

South Africa

If you have been reading our latest blogs, you know South Africa has been a topic of discussion, becoming a preferred destination for BPOs searching for lower costs and stronger infrastructure.

Its growing and competitive economy has created a positive environment for BPOs, especially given the country’s strategic location in the African continent.

The country has a strong and well-developed communication infrastructure, competitively priced and skilled labour, and a stable and business-friendly government promoting specific industry agreements.

As BPOs continue to focus on increasing their overall profitability, they are also seeking more flexible and cost-effective solutions.

Poland

Poland is a rising star in the BPO industry, and with good reason. With highly skilled labour, a strong and growing economy, and an efficient transportation infrastructure, this country is poised to become a serious contender in the BPO sector.

There is a growing demand for BPO in the region, with a focus on customer care, software development and accounting.

With a cost of labour that is 30 percent lower than the average for Western Europe and a strong cultural affinity with the U.S. and other Western countries, Poland offers a compelling business case for BPO.

What is also interesting is the growth, expected to reach US$1.92bn in 2022.

Brazil

Brazil is a big country that has a lot of room for improvement in the BPO sector.

Its economy has been growing faster than many other countries in the region and has recently been growing at a faster pace.

However, there is still a lot of room for growth in the BPO industry. The growing demand for outsourcing services in Brazil is attracting BPOs from countries like India and the Philippines.

The country’s large population, growing middle class, and high internet penetration rate make it an attractive market for BPO.

Highlighting data presented by the ShowWise consultancy, which highlights important points that have benefited the attractiveness of the country such as:

Good business practices
Constant growth in the Latin American region

Specifically, its development and innovation aspect, for the strengthening of physical and digital infrastructure, declaring that for the closure of the year 2021, Brazil had over 35 company accelerators and over 90 manufacturing parks.

Its Science and Technology Parks (STPs) have been promoting innovation and research while also supporting societal and financial development.

Mexico

Of course, we couldn’t skip our home!

Mexico has been growing in its significance as an outsourcing destination for a while. The country has strong ties with the United States, and its membership in NAFTA (North American Free Trade Agreement) makes it even more attractive.

Although there have been some controversies in the past months, negotiations have been established for the development of resolutions and has largely involved the energy sector.

The country has the largest English-speaking population in the Spanish-speaking world and a highly educated labour force.

BPO in Mexico has been growing steadily, with more and more companies looking to outsource their customer care and IT services to Mexico.

Malaysia

Malasia, with its strategic geographical location, growing economy, and cost-effective labour, has become an attractive destination for BPOs.

Intenational companies have been investing in this sector, as they see a huge potential for growth in the Southeast Asian region. Malasia has developed its own BPO sector, which is now worth about USD 2.5 billion.

The country has a well-developed infrastructure, and its proximity to India gives it a competitive edge for BPOs.

Final Thoughts

We hope that this article has provided you with an overview of what the future holds for the BPO industry.

As you can see, there are many exciting and promising trends that can help BPOs find new and innovative ways to solve business challenges and provide valuable services.

With the right strategies and technologies, BPOs can position themselves to capture the benefits of these trends and create a more engaging customer experience.

banner 5 costumer service trends to keep an eye for

5 customer service trends to keep an eye for

November 18, 2022/in BPO /by Veronica Mascareno

A new year is arriving and it comes with new possibilities and, of course, customer service trends that we need to stay in touch with.

As one of our main objectives is to enhance our client’s CX, we investigated 5 interesting customer trends that will be game changers for every business.

Virtual & voice assistants

We’ve already explored this topic through omnichannel, so we know this is a major trend for this year.

And with multiple products set to be released, voice assistants are likely to become even more popular.

Great customer service is all about being accessible, helpful, and responsive. If you’ve ever tried to call a company during business hours only to be on hold for 30 minutes before giving up, then you know how frustrating this can be.

With virtual assistants, companies can be more accessible. This can be especially helpful during high-volume times or when you’re in a pinch and need help in a hurry.

Especially considering that companies have already invested in virtual assistants, being pretty functional and effective in resolving quick inconveniences.

Artificial intelligence

The world of customer service just got a lot more interesting thanks to AI. We’ve already seen some of how this technology has enhanced the customer service experience, but 2023 is likely to bring even more exciting developments.

From predicting which customers are most likely to acquire to offer personalized recommendations, AI can help us to provide a much better experience for all our customers.

What’s more, AI is already helping brands to automate certain customer service processes.

And this is likely to become increasingly common in the coming year as more businesses begin to adopt this technology.

If you’re looking to take your customer service to the next level, then AI is certainly worth exploring.

Video content is key

We already know that visual content is a powerful tool for engaging customers and encouraging them to buy.

But what might come as a surprise is that it is also an extremely effective way to deliver great customer service.

Video is an extremely convenient way to provide customer service. Whether it’s through an FAQ page, a video tutorial, or even a live video chat, companies can make it easier than ever before to get the help or information they need.

Moreover, the rise of social media has made video content even more important. It’s estimated that video will account for 80% of all internet traffic by next year.

This means that video content is set to play a much bigger role in our daily lives than it already does.

As such, it makes sense for brands to embrace this trend and make video content as central to their customer service as possible.

Indoor positioning and beacons

Most of us are likely to be aware of the rising popularity of beacons. But what many people might not realize is that this technology is set to expand in 2023 and beyond.

In addition to being used in retail stores and public places, beacons are now used in other business areas, including customer service.

For example, this technology can be used in call centers to provide employees with information about the customer they’re currently serving.

This can help agents deliver a more personalized and seamless experience for customers.

Another way in which beacons can be used in customer service is for indoor positioning purposes.

By installing beacons at different locations throughout the building, companies can create a map showing where every representative is.

This can be extremely helpful when customers need to speak with someone in person. Rather than waiting for someone to come to them, they can simply check their phone’s map for the nearest representative.

Optimized delivery

As more and more customers begin to shop online, delivery services are becoming increasingly important.

But with so many different delivery services available, it can sometimes be difficult to know which one to pick. To make things easier for customers, many businesses now offer delivery “reports” or “scores”.

This information can help customers make an informed decision and find the right service for them.

But just having this information available isn’t enough. Companies must ensure that it’s presented in a way that allows customers to understand it easily.

And this is where customer service comes into play. Representatives need to explain the report or score in a way that’s easy to understand.

They also need to be transparent about how the report was calculated and how the company works.

Final thoughts

When it comes to customer service, the possibilities are endless. What we’ve discussed here is just the tip of the iceberg, and these are only some of the trends we expect to see in the coming year.

Undoubtedly, customer service will continue to evolve and improve as we move into 2023.

And as customer service specialists, it is up to us to keep an eye on these trends to stay ahead of the game and provide the best experience possible for all our clients.

Thanks for reading our blog; you can see more articles right here!

If you would like to know how we can help you apply these trends, talk to us!

banner is it important to deviler great cx for the gaming industry

Is it important to deliver great CX for the gaming industry?

November 8, 2022/in BPO /by Veronica Mascareno

For the past few decades, the gaming market has been growing at an exponential rate. Already with a worth of US$197.00bn in 2022.

This trend is expected to continue, and analysts predict that it will become an industry worth $ US$285.00bn by 2027.

The popularity of constant & endless games can partly be attributed to their immersive and engaging user experience.

As such, a lot of effort goes into creating a seamless user experience for gamers – not only when they first use your product but also throughout their entire journey as customers.

The importance of customer experience in the gaming industry

Customer experience is more important than ever in the gaming industry.

Gaming companies are under pressure to deliver great customer experience, and it’s a competitive advantage. With so many gaming companies competing for players and their time, you need to give them compelling reasons to choose you over your competitors.

Especially considering that new releases can cost up to $120 US dlls, gamers demand a seamless experience, not only on the game itself, but customer service & tech support.

Whether we are installing the game or playing it, we can encounter a diverse number of factors that can affect the user experience and immediately require a special follow up.

These products are made to offer some sort of escape & entertainment, and at the same time, an added value, so when customers experience a glitch or a failed purchase, it’s more than fair to expect an excellent CX to ensure loyalty and retention.

If you want your customers to stick around, then delivering an exceptional customer experience is key.

The gaming market is bigger than ever

Gaming is bigger than ever.
The gaming market is growing at a fast pace.
The reason for this growth? Innovation & demand.

Customer experience – a growing trend

Customer experience is a growing trend in the gaming industry. In fact, it’s becoming so popular that it’s almost impossible to find any players who don’t care about the way they’re treated by developers and publishers.

You see, CX is important because it helps build brand loyalty. When people feel like they’re being looked after properly, they tend to keep playing your games instead of switching to another developer or publisher with better service—and that means more sales for you!

But why do videogames keep growing each year? What is the secret?

Well, to answer that, the consulting firm Bain & Company shared important points to consider on this modern phenomenon:

Growth in consumer demand through streaming content, events and attractive properties
Technology advancement
Monetization models taking off

On top of that, great customer experience can actually be measured and improved upon; which means once you’ve set up your system for delivering an awesome CX strategy across all parts of your business (like contact centers), there are plenty of ways to keep track of its success.

Are you doubting how to set up your CX strategy or maybe enhance it? That is how the business outsourcing industry helps, especially nowadays, though nearshore solutions to secure a language bridge between great service and your customers.

Listen to your players; they are your most valuable source of information.

You want all the special data that is going to give you the key to keep offering great experiences? Ask and listen to the people who consume them.

Your players are going to tell you what they like and don’t like about your game, what they want from it, and what they want from your company.

Listen carefully and take their suggestions seriously because these will be invaluable to creating a better gaming experience for everyone.

And be prepared to expect everything and anything.

Final Thoughts:

The gaming industry is a growing market, and customer experience is a crucial part of that growth.

By listening to your players, you can make sure you’re delivering the best possible experience for everyone involved.

Thank you for joining us on this blog, if you would like to learn more, you can click here.

Are you ready to enhance your gamers experience? Talk to us, we want to know you.