2022 - RedialBPO

Outsourcing your healthcare data analysts & services, is it possible?

July 1, 2022/in BPO /by Veronica Mascareno

Exploring the different industries and services that have benefited and enhanced the arrival of outsourcing, healthcare strikes as one full of many opportunities.

Highlighting in recent years the capacity of the healthcare industry and the ways to offer outsourced services with professional and trained personnel in other countries.

Is it possible? Trust companies with high-sensitivity data and management? Of course!

With the right partner, companies can build beneficial relationships with other nearshore outsourcing companies, driven by their strategic position.

Getting the right talent.

Undoubtedly, one of the main challenges in both developed and developing countries are the ones presented in education systems.

The school disappointment that causes dropouts, institutional failures, and lack of investment in effective programs are just a few that I could mention.

But, as a result, we encourage the diversification of educational institutions and offerings.

The offer of courses has become a subject of attraction from the different levels of education and preparation, mainly through available professional certificates.

Becoming a variant, which, as analyzed in the Latin-American region, by one of its means, presents a high demand in the medical workforce.

But we don’t just focus on the professionals in charge of the health care base.

Analysts are also critical to managing all medical processes and the functioning of different actors.

In addition, obtaining the required skills for analysts and data collectors does not necessarily require a professional or graduate study by presenting many processes to attend.

Services to consider for the healthcare data analysts’ category:

There are many elements to consider if we would like to review the day-to-day of a healthcare data analyst.

The variety of niches served by these professionals is wide, and their activities are fully capable of being performed by different means.

Regardless of your specific business, outsourcing has allowed us to obtain professionals capable of attending to any process.

From hospitals to pharmaceuticals, the need to optimize their systems of customer care and follow-up of clinical reports or studies is already here.

Even the companies that are evaluating or collecting performance data by those previously mentioned and tracking logistics for sent medical supplies.

A provider of these services offers these procedures and can analyze your current needs to recommend operational and technological alternatives.

Based on your vision and organizational culture, objectives are set to expand your attention capacity within the sector.

Real cases present opportunities.

We could study and verify the viability of new models of care, such as the digital hospital implemented in Chile, with the capacity to deliver:

A fully digital service that delivers health information and services such as:
Remote medical appointments
Health and food advice
Accessing Mental Health Care Plans by Call

It could become an opportunity for both the public and private sectors. Generating more jobs for doctors and innovative and more comprehensive care routes.

I personally believe that companies will take the most advantage over this type of digital health care initiative or cost coverage.

Analyzing another mexican initiative case, the Sofia platform currently offers insurance services and significant medical expenses with the freedom to engage with the user’s budget.

Introducing a fully functional remote customer care system and case follow-up.

It is still in its stage of development and expansion at a national level. Regardless, it will be very exciting to see its offer of competitive services and the support it will have remotely from professionals.

Thank you for reading our blog! Did you find something interesting or wish to know more about us? Click here.

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How can BPO take care of healthcare services?

June 30, 2022/in BPO /by Veronica Mascareno

Healthcare services are fundamental, being an element of access to general well-being.

An area currently facing major challenges such as increased costs, data management, and confidentiality.

The resources distributed each year also represent a constraint by internal and external issues that exceed the capacities of related actors.

The outsourcing of healthcare assistance has come as an alternative to combat this phenomenon and save resources, using them to improve tools and innovation.

The role of BPO as a process facilitator:

Lauren Soucy summarizes the competitive advantage facilitated by the BPO industry:

Outsourcing non-core work lets healthcare facilities and hospitals focus on their core competencies.

We could guarantee that the various services, such as medical billing, data processing, and customer support, have more increasing requests per year.

The correct management of these activated, with a center specializing in customer retention and obtaining performance indicators, enhances the reach of businesses.

Benefits:

Many consider that outsourcing is only passing activities to another country. But the constant innovation presented in the industry covers much more.

I will start with the most discussed point: cost reduction.

It is not surprising that this concept is one of the most promoted, but it is highly beneficial for the core competency approach and the improvement of communities.

It has also represented an investment opportunity for employment generation in communities.

Whether you need services for your group of hospitals, clinics, or insurance businesses, hiring a BPO company for healthcare services is fully adaptable.

This is due to the provision of key services, which include:

Lab reports and results.
A follow-up to customer service.
Consult to insurance details.
Medical billing

All these activities have total guarantees with complete security and certificates that ensure the competence of these businesses to attend to the nature of processes and data.

We have reinforced this element in a specific certificate called HIPAA compliance, which ensures data protection for the patient.

Cooperation with professionals is also helpful by contracting these same services with experts in the subject and openness to different approaches and training methods.

Leveraging outsourcing for the healthcare industry benefits both – the patients and staff – in ways more than one. This is due to speed and efficiency.

Consequently, diversification of service offerings and improved consumer experience may also arise.

We can conclude that the healthcare business has support channels to facilitate its operations.

It is necessary to emphasize the capacity discovered that other businesses could adapt to another by its infrastructure and approach to training.

Did you find an aspect of interest? Talk to us, we can help you.

Hacks To Achieve The Best Results In Insurance Through BPO

June 30, 2022/in BPO /by Veronica Mascareno

We know how insurance companies have become important tools that have protected us from unforeseen events.

Considering the scale this industry can cover, it is good to have key alliances to ensure proper management of all types of processes.

With the necessity to provide top-notch service to consumers that constantly demands a proper experience.

From all kinds of medical and mechanical expenses, from surgeries to burnt car repairs (which happened to me once), they are helpful, and it is good to have such protection.

That is why we are concerned about mentioning possible hacks you can apply to your company and expand your insurance capacity.

Establishing models of operation with the ability to strengthen the capacity of the insurer and highlight the product as a significant acquisition.

Satisfying your customers through a BPO for the insurance industry amid a competitive market.

Maintain efficient insurance processes:

As one of the most regulated sectors derived from handling sensitive data and transactions, processes must be efficient through trained personnel and tools.

Delegating management or customer service activities represents an opportunity to increase operational capabilities at reduced costs.

These same processes can become tedious for the customer, consuming time they don’t necessarily want to waste.

For this reason, users’ attention must be reinforced through kindness and professionalism to attend to each eventuality in a personalized manner.

Digitalization of insurance policy:

Insurance companies must not resist change.

Therefore, no matter what vision or scope you want to reach, your customers deserve the best tools and facilities for any procedure.

This resistance is natural because technology constantly changes, but with the right team, this can be used to benefit and even introduce more facilities.

Digital transformation is inevitable and necessary to renew obsolete systems.

Consumers notice when the company’s service, processes, and media are outdated.

A negative factor that can cause disgust and zero attraction for the product’s contracting.

Having digital applications in which different processes can be performed besides managing all the information of interest to a quick reach have been one of the best tools implemented.

The contact centers have been one of the most requested means of communication to date, having staff trained to solve problems or situations that merit specialists.

Also, media such as live chat have proved competent for situations that do not necessarily have to scale a person. Either query or data entry.

The help that BPO industry can provide:

Improvement in consumer experience:

Consumers expect a good experience and service when purchasing and paying for a specific product.

Have the support of agents trained to deal with many cases and establish metrics.

Its ability to become an extension of the brand has allowed mastery over the service and in general, a positive impact on the experience.

Collection and payment tracking services.

Companies must have a team capable of analyzing and determining financial aspects that relate to the consumer.

Clarification of policies:

Such requests are constant, as they protect both the company and the user.

Necessary to avoid misunderstandings but demands an effective system to clarify doubts.

Final thoughts:

I have had a positive experience with different insurers and have found myself in different situations.

But I share the need for this industry to keep up with innovation. After all, we look for more facilities through competition and different rhythms of life.

Outsourcing activities for insurance companies present opportunities to expand the reach of wellness with accessibility.

Did you find anything interesting, and would you like to read more articles? visit our blogs.

Interested in applying these hacks with a partner who shares your vision? Talk to us!

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Assisting Hospitality Business Challenges Through a BPO

June 28, 2022/in BPO /by Jason Heil

We are still in a post-pandemic recovery process where different industries have faced great adversities. One of them is the hospitality industry.

Travel restrictions, the suspension of several businesses, and panic, in general, were just some factors that led to the cut of 50 million jobs globally.

This figure made me think about the importance of unity and the necessary preparations to ensure the safety of all.

I am also motivated to explore the challenges to consider and how they can help us develop alternatives to maintain times of prosperity.

The overall impact on operations:

The hospitality industry has faced a global impact in all its functional pathways, from the workforce, covering all service and administration areas, to destinations.

In times of recovery, it is natural to seek and recover investments at cost reduction, with projections of effectiveness.

A business provider that handles different specialized services will be crucial in maintaining consistency and tracking all processes.

Necessary to meet the demands that will gradually arise within the hospitality services market.

We can point to this as a new opportunity to innovate business models and strengthen the digitization of the industry.

Improvement in operational processes.

Leaders and companies constantly analyze the most efficient ways to obtain results through different teams and channels.

A culture that motivates the workforce and generates alliances with other actors that tie with it, providing positive contributions.

The alignment of cultures has become fundamental in a multilateral scenario, in which companies with a vision of expanding their market run.

Recognition of your leaders:

Recognizing all team members, aside from the company or industry, is essential. Motivation is key to achieving any goal.

But those who cannot be ignored are the leaders. Those who stand out and show interest in personal and professional growth will become critical elements.

I always get excited when I share success stories in Redial, because, beyond the benefit we could get from delegating activities, your staff growth is a sign of the opportunities that are appearing.

So, if we recognize this talent, we retain more individuals who can help us optimize processes and rescue the sector’s attraction.

Use of digital tools.

As a result, incorporating tools that allow these processes will give agility in the attention of the different media.

Coupled with these benefits, providing a quick general care service, hosting, and administration improve the consumer experience.

These digital services provided by different platforms or contact centers have maintained the opportunities to stand out in the market and retain customers.

When the customer receives friendly and specialized care, we have more chances to ensure their return by receiving help throughout the process.

We can see it from the customer’s perspective, generating or regaining the confidence to take their trips for personal or business reasons.

The least you could expect would be not only quick attention, but you would also expect all the digital channels mentioned to facilitate your experience from purchase to arrival.

Rates:

The rates offered directly from hotel companies’ websites, or intermediary platforms will be one of the most determining points for the market.

The diversification of experiences and prices will be even more observed and demanded, so having trained staff to answer any questions and be able to persuade will be invaluable.

Final thoughts.

I believe that no industry is exempt from the need to be up to date in terms of technological innovation.

The offer of digital services and attention by omnichannel media will no longer be; they have been necessary for the last decade to improve the consumer experience.

Sharing vision and objectives with partners and reducing costs without sacrificing service performance and effectiveness is a plus point that BPO businesses will have an advantage due to its multidisciplinary nature.

Would you like to know more about Redial and how it can help your hospitality business? We have all the tools to help you.

Must have security certifications in the BPO industry

May 20, 2022/in BPO /by Veronica Mascareno

With the constant rise of new technologies, security in the BPO industry has become a matter of application and interest.

Outsourcing businesses having control over their security in their respective media is undoubtedly essential.

Additionally, ensures protection and reduces the percentage of incidents.

Computer security:

One of the types of security most companies invests in because of the ability to facilitate processes such as data processing and payments.

Computer security services give us the tools to create a digital structure.

This allows us to have a solid defense against possible attacks, like information theft.

And above all, it’s ideal for protecting personal data, banking, intellectual property, and health care information.

These attacks have been one of the most recurrent effects, particularly in small and medium-sized enterprises, since they do not have:

• Identification of risks.

• Implementation of cybersecurity systems.

• Training.

• Secured communications

Why do these security attacks arise, and why do they increase?

Unfortunately, the cyberattack business is highly lucrative.

In addition to that fact, criminal agents are constantly looking for a way to spy and steal information, so they turn to immoral channels to obtain their goals.

Considering that competition between actors can prove harmful, driving a desire to be at the top.

And the advent of new technologies also presents new opportunities for these harmful agents to take advantage of the means to abuse.

What to do about it?

Cyberattacks are highly penalized, and each entity has a series of laws and processes that promote the reduction of these events.

You may think that the elements mentioned above are complicated to apply.

Still, the reality is that we have many alternatives to choose from.

All according to the business’s budget, offering quality in protecting data such as emails, passwords, and financial aspects.

Redial BPO considers the importance of this issue, which is why we currently have two certifications.

PCI DSS certification:

PCI certification ensures data card protection through requirements such as:

• Installation of firewalls

• Encryption in data transmission

• Implementation of antivirus software

The application of this certificate also ensures that the company is secure for different transactions.

The PCI consists of a 4-level process and evaluates different elements from vulnerability management, network, information security, access control, monitoring & testing.

Of course, this is just a summary of everything that is evaluated.

The whole procedure itself guarantees a complete in-depth look into the company’s cybersecurity.

HIPAA certificate:

The Health Insurance Portability and Accountability Act (HIPAA) sets healthcare data protection standards.

Therefore, necessary for all companies that have access to or manage data with patients or people with insurance.

Applying different processes, from consultation to payments for medical procedures.

There are different mechanisms that this certificate implements to address any failure presented.

Redial BPO complies with these two certificates, guaranteeing security and protection to our clients.

Did you find our blog informative and would like to know more about our services? Click here!

Are you ready to talk and see how we can become your strategic partner? Contact us!

banner 5 reasons why culture aligment is essential if you're looking to outsource your operations

5 reasons why culture alignment is essential if you are looking to outsource your operations

May 6, 2022/in BPO /by Veronica Mascareno

Culture alignment is essential. It has become a matter of discussion when establishing negotiations.

This is promoted by leaders who have a key role within the company, as an excellent organizational culture attracts potential talent.

We will present five reasons why cultural alignment between you and BPO companies is essential for mutual benefit.

1. If there is an alignment of culture, there is an alignment of objectives.

The company’s values, goals, and how far it wants to go are fundamental ingredients for a clear idea of the aspirations and how to work.

Allows you to understand both of the companies’ beliefs, facilitates communication processes, and achieves expected results.

This process is necessary as it demonstrates a willingness to share objectives to ensure mutual benefit.

Having such open and transparent conversations give us more experience for future collaborations, which today are necessary to maintain relevance within the market.

2. Effective communication

By presenting culture and setting shared goals, communication becomes accessible.

This is essential so that the workflow is dynamic and does not stop at certain internal or external limitations.

Situations are followed with availability to solve and maximize processes in case of any problem.

Participants keep up to date with any innovation—usually, digital tools to increase the presence of both brands and execute activities efficiently.

3. A workplace with opportunities

Growth opportunities are very important as they demonstrate a strong structure and increase the chances of achieving goals.

Incentive and career plans for internal collaborators are attractive for both organizations as it represents a formality and considers stand-out skills.

In addition to the workforce’s skills, training plans are implemented appropriately to the industry and long-term objectives.

A positive environment with values that benefit both the company and its employees triggers a better performance in activities.

4. Adoption of new work methodologies.

Working together with an outsourcing company can help adopt innovative work methodologies.

Companies offering this service, constantly evolve and adapt to meet the different needs of many relevant industries.

This is very important due to the constant demands, many BPO businesses attend, like non-voice customer service, automotive & health insurance, etc.

It takes very seriously the application of new technologies and software to manage different procedures and guide to make better decisions.

5. They become strategic partners

Once collaboration is done, and cultures are aligned, they become partners who execute the best strategies for mutual benefit.

Establishing strategic relationships with outsourcing companies facilitates recruitment processes and the delegation of activities.

Consequently offering solutions to processes that can result in complex or time-consuming.

A strategic partner, such as a BPO, presents a series of competitive advantages such as positioning, expanding operations, access to new markets, and increasing resources.

This has been the case with nearshore call centers with their bilingual services, similar business hours, and overall great customer experience.

Final thoughts:

No doubt organizational culture has become one of the most important elements for the company and its workers. Today, more than ever.

It is a priority, especially for businesses that aim to expand by different means.

This has become a point of interest, especially for the youth workforce looking for companies with interesting organizational cultures and growth opportunities.

At Redial BPO, we have it clear, and no doubt our organizational development department prioritizes the application of a culture that benefits both worker-company.

Our talent is fully prepared to perform any service, supported by the best tools and technology.

Would you like to know more about how we could help your business? Contact us! We would love to talk.

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Most Important things to consider about nearshore outsourced supply chain services

April 29, 2022/in BPO /by Veronica Mascareno

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.

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.

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How can BPO services and retail work together?

April 22, 2022/in BPO /by Veronica Mascareno

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 Your Revenue Growth

April 16, 2022/in CX and Services /by Veronica Mascareno

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

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

April 12, 2022/in BPO /by Veronica Mascareno

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