Posts about BPO topics

banner the bigest trends in TMT right now
Veronica Mascareno

The Biggest Trends In TMT Right Now 

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It has been fascinating keeping up with the constantly evolving world of technology, media, and telecom, with new trends and innovations emerging yearly.  

As we keep moving into 2023, several trends are shaping the industry and creating exciting opportunities for businesses of all sizes. 

One of the biggest trends in the industry right now is the rise of nearshore call centers and their technology, which has enhanced many processes and keeps becoming more popular among investors due to internal factors in the US. 

More and more companies are looking to outsource their customer service operations to nearshore locations, such as Mexico, to take advantage of lower labor costs, cultural similarities, and geographical proximity.  

Digital tools & outsourcing

Nearshore call centers can provide various benefits, including cost savings, increased flexibility, and access to a highly skilled workforce. 

Another trend that is gaining momentum in the industry is the adoption of artificial intelligence and automation.  

Advances in machine learning and natural language processing are making it possible to automate many routine tasks, such as answering customer inquiries and processing transactions.  

This not only improves efficiency and reduces costs but also frees up human agents to focus on more complex and high-value customer interactions. 

Telecom Phone Device

Cloud Services

In addition, the rise of cloud computing and the Internet of Things (IoT) drives the need for faster, more reliable connectivity.  

This leads to an increased focus on 5G networks, which offer faster data speeds, lower latency, and greater capacity than previous generations of wireless technology.  

With 5G, businesses can take advantage of new applications and services, such as virtual and augmented reality, that require high bandwidth and low latency. 

This has created a demand for new tools and platforms that enable remote work, such as video conferencing, project management software, and virtual collaboration tools. 

If you are considering hiring a call center in Mexico or other nearshore companies, now is a great time. 

Final Thoughts

 With the rise of nearshore call centers, you can take advantage of the benefits of outsourcing while also maintaining cultural and geographical proximity to your customers. 

And with the latest technology trends, you can ensure that your call center is equipped with the tools and platforms needed to provide the best possible customer service. 

In conclusion, the technology, media, and telecom industry constantly evolves, and many exciting trends and opportunities exist to explore.  

Whether you are looking to outsource your customer service operations, adopt new technology, or embrace remote work, there are many ways to stay ahead of the curve and drive success for your business. 

Want some help? Let’s talk!

banner outsourcing policy management
Veronica Mascareno

Outsourcing Policy Management: How BPO / Call Centers Can Help Companies Streamline their Operations

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Insurance policies provide a safety net that can help mitigate the negative effects of accidents, illnesses, natural disasters, and other unexpected events. 

Such a helpful tool must also be handled by people with experience taking frenetic and quick response tasks.  

One way to achieve this is through outsourcing policy management. 

Outsourcing this service allows companies to focus on main activities like keeping track of service and product innovation while delegating the management of their policies to experienced professionals.  

This blog post will discuss how BPO/call centers can help companies streamline their operations through outsourcing policy management. 

Outsourcing policy management provides several benefits to companies, including: 

You get with the pros: You rely on a full team of experts who specialize in policy management.

These professionals have the necessary skills and experience to manage policies efficiently, that will ensure compliance with industry standards and regulations. 

Cost Savings: Outsourcing policy management is cost-effective compared to hiring an in-house team of policy managers.

Therefore, the company can save on salaries, benefits, and other overhead costs. 

Increased Results: As mentioned before, insurance companies can allow themselves to focus on driving innovation and better products.

With activities delegated to a BPO company, they will allow improvement.  

How BPO/Call Centers Can Help 

With the ability to provide call center solutions to companies, including policy management, nearshore has become an excellent option for companies that want to outsource policy management.  

A nearshore call center company has the advantage of being located close to the company’s location, reducing communication barriers and cultural differences. 

BPO/call centers can help companies streamline their operations by: 

  • Providing 24/7 Support: BPO/call centers can provide around-the-clock support, ensuring policies are managed efficiently and promptly. 
  • Offering Multilingual Support: Nearshore call centers can provide multilingual support, making it easier for companies to communicate with customers and employees. 
  • Solutions Just For You: You can also get custom solutions based on the company’s needs, ensuring that policies are managed efficiently and according to the company’s specific requirements. 

Employment Opportunities:  

Outsourcing policy management to BPO/call centers can also create call center jobs.  

Because it requires a team of professionals to manage policies, you also provide job opportunities for individuals with the necessary skills and experience. 

Final Thoughts:  

Outsourcing policy management to BPO/call centers can help companies streamline their operations while providing several benefits, including cost savings and increased results.  

Nearshore call centers are an excellent option for companies that want to outsource policy management. 

BPO/call centers can provide you 24/7 support, multilingual support, and customized solutions.  

Outsourcing policy management can also create call center jobs, providing employment opportunities for individuals with the necessary skills and experience. 

Thank you for reading. If you want to learn more, visit our blog section.
Ready to talk with us and unlock your services potential?

banner managing high call volumes
Veronica Mascareno

Managing High Call Volumes: Strategies for Success

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Handling high call volume can be challenging for any customer service team, especially in today’s fast-paced business and competitive environment, where customers demand quick and efficient service. 

But properly managing high call volumes and providing exceptional customer service should be easy with the right strategies and customer service methods. 

This blog post will explore effective strategies for handling high call volumes and ensuring customer satisfaction. 

Implement Call Queuing 

Call queuing is a great way to manage high call volumes and reduce customer wait times. 

By placing callers in a queue, you can prioritize calls based on their urgency and handle them in the order they were received.  

It’s also a handy tool in terms of management and optimization. 

Call queuing systems also allow you to provide customers with information on their estimated wait time, which can reduce frustration and anxiety. 

But, although this is very important for organization, you have to consider other methods to save your customer time on the system.   

Train Your Customer Service Team 

Practical and modern customer service training is essential for managing high call volumes. 

Your customer service team should rely since day one on dynamic and customer service methods, such as active listening and problem-solving, to ensure that they can handle calls in a fast and reliable way.  

They should also be familiar with your products and services and your company policies to provide accurate and helpful information to customers. 

The more your team learns about the product or service, the more influential the call can be.  

Previously we have discussed this vital subject and how it helps every type of business right here.   

Monitor Call Metrics 

Monitoring call metrics, such as call volume, average handle time, and abandonment rate, can help you identify trends and areas for improvement in your customer service operations. 

They will also help you identify business goals and opportunities for service diversification.  

As a nearshore call center in Mexico, we focus on the following:  

  • Outstanding communication in both English and Spanish.  
  • Average handle time.  
  • Abandonment rate.  

Although these are some of the musts for every call center, we also create alongside our client’s specific metrics for every campaign.  

That way, we have all the requirements to discover the top talent, comply with all prerequisites and provide solutions to every customer.  

By analyzing these metrics, you can adjust your staffing levels, call routing strategies, and customer service methods to manage high call volumes better and improve customer satisfaction. 

Keep in mind though, same with the call queuing, you must be very specific with the metrics you are going to follow.  

Make sure you have the right team to develop and track the ones according to your line of business.  

Diversify Your Contact Channels 

Offering multiple contact channels, such as email, chat, and social media, can help distribute the volume of inquiries and reduce the pressure on your customer service team.  

This can also give customers more flexibility in how they interact with your company, leading to increased satisfaction and loyalty. 

  • Final Thoughts:  

In conclusion, managing high call volumes requires a combination of effective strategies and customer service methods. 

You can handle high call volumes and deliver exceptional customer service by implementing call queuing, leveraging self-service options, training your customer service team, monitoring call metrics, and providing multiple contact channels.  

With these strategies in place, you can ensure that your customer service operations are efficient, effective, and customer-focused. 

Are you looking for a great partner to help you out? Let’s talk. 

banner 6 factors to consider in nearshore
Veronica Mascareno

6 Factors To Consider In Nearshore Investment

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Considering investing in nearshore markets can be a smart way to expand your business operations, reduce costs, and take advantage of new growth opportunities.   

However, there are a few factors to consider before leaping.  

In this blog, we’ll look at six key factors you should consider when evaluating, alongside your team, nearshore investment opportunities.  

Cost reduction

One of the primary benefits of nearshore investment is that it can reduce labor costs. By locating operations in countries with lower wage rates, companies can save money while benefiting from a highly skilled workforce. 

However, it’s important to consider other factors beyond just hourly wages.  

For example, some countries may have more flexible labor laws or a better-trained workforce, which could impact overall costs and productivity. 

Here in Mexico, where Redial operates, historically has a top talent for any company looking for bilingual agents that understand how vital the customer experience (CX) is.  

It’s essential to also consider the local labor market and wage trends to ensure your investment is cost-effective while still providing opportunities and improvement for communities.  

Reduced Travel  

Another benefit of nearshore investment is reduced travel. By locating operations closer to your home market, you’ll be able to minimize travel time and costs, as well as improve communication and collaboration between your nearshore and home teams.  

This can help to avoid misunderstandings and ensure that projects are completed on time. 

Shared Infrastructure Costs  

In most nearshore markets, there are shared infrastructure costs that can help reduce the overall price of doing business.  

For example, you might not worry about office space, technology, and support services with other companies in the area. This can help you save money and improve your operational efficiency.  

You can count on well-developed telecommunications networks, modern office buildings, and reliable transportation systems. 

It is always good when you can rely on a partner that can handle all recruitment needs while providing all the space, tools, and necessary support. 

Time Zone Alignment  

Time zone alignment is another crucial factor to consider when evaluating nearshore investment opportunities. 

 By locating operations in countries with similar time zones to your home market, you’ll be able to improve communication and collaboration between your teams, as well as reduce the need for after-hours support and maintenance.  

This strategy has become very comfortable for decision-makers since they do not have to worry about time misunderstandings, plus it also helps in different area strategies such as:  

  • Access to a significant professional talent pool.  
  • Dynamic workplaces  
  • Great communication  

Cultural Similarities  

Cultural similarities can also play a key role when you decide to establish a nearshore call center.  

By locating operations in countries with similar cultural values, you’ll be able to build strong relationships with your employees and customers, as well as minimize the risk of cultural misunderstandings that can impact your business.  

Also, societies share many views on relatable topics, so conversations and troubleshooting can be more pleasant with customers while ensuring compliance.  

Finally, it’s important to consider legal and regulatory alignment when evaluating nearshore investment opportunities. 

You’ll need to be aware of local laws and regulations and the stability of the legal and regulatory environment to ensure that your investment is secure and sustainable.  

Final Thoughts:  

In conclusion, nearshore investment can be a smart way to expand your business operations, reduce costs, and take advantage of new growth opportunities.  

However, it’s important to carefully consider the factors discussed above to ensure that your investment is successful.  

Whether you decide to establish an inbound/outbound call center, establish a team to handle your tech support services, we got you.  

Redial helps you evaluate labor costs, reduced travel, shared infrastructure costs, time zone alignment, cultural similarities, and legal and regulatory alignment.  

You can make an informed decision and maximize your return on investment. Ready to talk?  

Thank you for reading this blog, if you want to learn more, visit our blog section.  

banner what makes a great outsourcing partnership
Veronica Mascareno

What Makes A Great Outsourcing Partnership (and even friendship)

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As the term nearshoring keeps popping out on different media outlets, reinforced by constant trade and investment agreements, companies will continue to outsource. 

So, in the month of love and friendship, we see fit to talk about the benefits of outsourcing partnerships and how to keep them successful and turn them even into friendships.  

Which ultimately relies on development and execution.  

This is built on several key elements that work together to create a productive and mutually beneficial relationship.  

Here are some of the most important factors that make an outsourcing partnership great for success: 

Clear Communication & Trust: 

I can’t get enough of saying how communication is vital to any successful relationship, and outsourcing partnerships are no exception.  

Both players need to have a clear understanding of expectations, goals, and responsibilities.  

Regular check-ins, updates, and open communication help prevent misunderstandings and ensure everyone is working towards a common goal.  

But don’t fall into micro-management. Sometimes is hard to let go, but it has been proven multiple times the dangers of certain practices.  

And trust is even more essential to build and keep since it’s necessary to work with a trustworthy and dependable partner.  

You can consider a proven track record of delivering quality work on time and within budget. 

At the end of the day, outsourcing is a way to delegate and rely on professionals to optimize and enhance your services.  

Aligned Goals:  

Both parties must have aligned goals and a shared vision for the outsourcing partnership.  

We consider this important to mention, because sometimes, decision makers maybe don’t consider or just don’t know how a technical or operational subject will be of relevance.  

But you could be surprised!   

This can help ensure that everyone is working towards the same objective and the partnership is working towards the business’s overall success. 

And this must be shared with all departments, reaching not only operations but also the administrative and creative area.  

If all teams are on the same page, the workflow will be faster and cohesive.  

Shared Responsibility:  
Executives should take shared responsibility for the partnership’s success. 

This can include providing resources and support, collaborating on strategy, and working closely with the business to meet its goals.  

They also must be open to new and creative ideas to execute business needs to innovate and meet client’s demands.  

Flexibility:  

The best outsourcing partnerships are flexible and adaptable to change.  

As business needs evolve, the outsourcing partner should be willing to adjust processes, systems, and services to meet the changing needs of the business. 

Expertise:  

The outsourcing partner should have a deep understanding of the industry and specific expertise in the areas they are responsible for.  

This expertise can help drive innovation, improve processes, and provide valuable insights to the business. 

It should also deliver high-quality work that meets or exceeds expectations. 

This can help ensure that the outsourcing partnership adds value to the business and contributes to its overall success. 

Both parties should approach the outsourcing relationship as a partnership, not just a vendor-client relationship.  

Meaning that you have work together to overcome challenges, sharing information and resources, and fostering a collaborative culture. 

Final thoughts:

In conclusion, both can create a valuable tool for businesses, but only when executed properly.  

This partnership requires all the factors mentioned and even more.  

Companies can increase efficiency, drive growth, and achieve greater success by focusing on these critical elements. 

Thank you for reading our blog, if you want to learn more about the industry, visit other articles!  

Want to contact us or get a better idea on how we can help? Send us a message.  

banner the new age of outsourcing
Veronica Mascareno

The New Age of Outsourcing: How Technology, and AI are Changing the Game 

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Outsourcing has come a long way since its inception in the early 1990s.

Initially seen as a way for companies to cut costs by delegating certain tasks to external providers, outsourcing has evolved into a fundamental part of many industries.  

Today, it is a strategic tool that businesses use to gain a competitive edge, drive innovation, and improve efficiency. 

One of the most significant factors driving the growth of outsourcing is cost reduction. 

By delegating certain tasks to external providers, companies can save money on labor, infrastructure, and other costs.  

This has been continuously mentioned, but it keeps trending, particularly true for businesses operating in highly competitive markets, where every penny saved can make a significant difference. 

Now, in a fully globalized world, with new challenges and effects, outsourcing maintains a drive for innovation and alternatives.  

But at a faster pace, technology and systems operated by fully capable AI have risen to change the rules, as some specialists think.   

Will the new tools and businesses represent a threat, or a great opportunity? 

call center office with employees working
Our Tijuana- Centro Offices

Outsourcing has allowed companies to focus on their core competencies

Especially with the rising costs governments keep struggling to fight, due to a considerable number of political and social issues.  

Another driving force behind the growth of outsourcing is technology.

The rapid advancement of technology has made it easier and more cost-effective for companies to outsource tasks.  

For example, the widespread availability of high-speed internet and cloud-based computing has made it possible for businesses to collaborate with external providers in real-time, regardless of location. 

Automation and artificial intelligence keep on the vanguard (AI)  

It is just surprising how many tools keep being developed, in order to produce and innovate a lot of processes that sometimes require a handful of time.  

Recently, everyone has been talking about ChatGPT.  

Why? – Because through its model of conversation, chat if you will, professionals of all areas like IT and marketing, have discovered a lot of opportunities to optimize their job.  

And the possibilities are endless, aiming for content creation, programming and even research, this is only the beginning.  

Just wait for what else they come up with, especially with the recent 10 billion investment Microsoft announced to OpenAI, the maker of ChatGPT.  

We have talked about how other tools powered by AI have aided multiple tasks in industries like software development and nearshore call centers.  

Thanks to our speech analytics AI tool, our agents’ conversations with customers are analyzed to detect opportunities and keep the great service, eliminating speech limitations and dead air. 

This makes it possible for companies to outsource tasks that were previously too complex or time-consuming to handle. 

No, this is not written by an AI!

AI is also playing a significant role in the new age of outsourcing, as it is becoming a key driver of innovation and efficiency.  

AI-powered software can handle repetitive, time-consuming tasks, sometimes more efficiently than humans, freeing up human resources for more strategic, higher-value activities. 

This is particularly true for a variety of industries such as finance, healthcare, and manufacturing, where AI is being used to automate everything from data entry to medical diagnosis. 

Final Thoughts:  

As we look ahead to 2023, the opportunities for outsourcing are set to expand even further.

The rise of the gig economy and the increasing popularity of the “as-a-service” model are expected to create new opportunities for businesses of all sizes.  

Additionally, the growing demand for sustainable and socially responsible practices is likely to lead to an increase in the number of providers offering green outsourcing services. 

In conclusion, the new age of outsourcing is about much more than just cost reduction.

It has become a way to create new groundbreaking tools to ease professionals and business decisions.

By embracing technology and artificial intelligence, companies can outsource tasks that were previously too complex or time-consuming to handle and take advantage of new opportunities in 2023. 

Thank you for joining us, if you want to learn more, get to our blogs section.  

Ready to get in the new age of outsourcing with the best team? We want to meet you!  

banner how to keep your operations costs low
Veronica Mascareno

How to keep your operations costs low 

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Business process outsourcing (BPO) is a cost-effective solution for many companies that want to reduce operational costs.  

Providing a wide range of services that can be outsourced, such as customer service, finance, marketing, accounting, human resources, and many more. 

By outsourcing these tasks, companies can save money on labor, technology, and office space. In this blog post, we will show how BPO can help companies keep operational costs low, and how nearshore investment can be a cost-effective option. 

Identifying company needs 

One of the main benefits of BPO is that it helps companies identify areas where they can reduce operational costs. 

BPO companies have the expertise and experience to analyze a company’s operations and identify inefficiencies. 

A very important step to take, especially for small and medium-sized companies which are still working on their overall business and department structure.  

Sometimes, because of a lack of time or resources, executives cannot detect cost leaks or priorities.   

For example, they can automate repetitive tasks using technology, which can reduce labor costs.  

Additionally, BPO companies can help companies reduce technology costs by using cloud-based solutions instead of maintaining their own servers. But both are reliable options.  

Cybersecurity is also one of the main topics when it comes to doing business. Especially nowadays with all the tech and digital platforms people can access.  

Your information should be a top-priority and BPO can help you in case you need delegation, following all the requirements and the best certifications.  

Redial Mexicali Site

Automation and technology play a key role in reducing operational costs.  
BPO companies can use automation tools to automate tasks such as data entry and customer service.  

For example, chatbots can handle simple customer service inquiries, freeing up human agents to handle more complex issues.  

But sometimes that is not the case.  

Recently, we have talked about how a lot of businesses need to realize that their customers are at a point where their problems are very specific.  

So, betting on qualified agents to deliver fast-paced solutions to any inquiries can elevate customer engagement, loyalty and even increase sales.  

This can reduce labor costs and improve efficiency.  

Additionally, BPO companies can use technology to improve communication and collaboration, which can reduce costs associated with office space. 

Another way to keep operational costs low is through nearshore investment. 

 Nearshore outsourcing is when a company outsources tasks to a nearby country.  

This can be more cost-effective than outsourcing to a distant country because it reduces travel costs and time zone differences.  

And it has become a huge saver for companies taking their processes in-house because of the increasing wages.  

Therefore, nearshore outsourcing can provide access to a skilled workforce at a lower cost than in the US or Canada.  

Popular countries for nearshore outsourcing include our very own Mexico. Relying on an increasingly well-educated workforce and culturally like the US, which makes communication and collaboration easier. 

In conclusion, BPO can help companies keep operational costs low by identifying areas where they can reduce costs, automating tasks, and using technology to improve communication and collaboration.  

Additionally, nearshore investment can be a cost-effective option for companies looking to outsource tasks.  

By outsourcing tasks to a nearby country, companies can access a vast pool of talent, ready to elevate your operations.  

Thank you for joining us on this blog. If you would like to learn more about the industry, you can check out more articles here.  

Ready to lower your operation costs with a full team of professionals? Don’t hesitate to contact us!  

banner how does great service help the automotive industry
Veronica Mascareno

How does great service help the automotive industry?

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One industry that works the most at a fast pace is the automotive industry.

Constant changes in consumption, implementation of technologies, and challenges from manufacturing to acquisition are just some of the variables that characterize it. 

And this can be presented from all areas, including manufacturing, dealerships, and car rental businesses. 

That is why, on this occasion, taking advantage of the fact that we are starting a new year of opportunities, we will discuss a key element that can potentiate the automotive industry: excellent service and constant improvement of consumer experiences. 

Why can customer service make a difference? 

Having a good service when making a significant purchase, such as a car, can become a change agent that will differentiate the competition. 

According to a study shared by CBT News, 54% of consumers would buy from dealerships that provide better experiences compared to lower prices. 

The estimated loss numbers reinforce this due to users who do not return or do not consume again from the different dealerships or rental businesses due to poor customer service. $266 billion in annual lost revenue across all franchise dealers. 

Integrating tools and digital contentfor the automotive industry: 

The digitization of services and products continues to revolutionize how we perceive and make consumer decisions, and it is no different from the automotive sector. 

With social networks and internet pages, consumers can be better informed and not get carried away by catchy phrases or edited photos.

They take their time to make the best option based on their possibilities and needs. 

Integrating and being at the forefront of digital tools and their versatile applications have become an obligation to improve operational and customer service areas. 

This may vary depending on the size of the company, but there are lines of communication that are recommended to be established by default and renewed as market behavior is analyzed. 

Among the most recognized of course, has been: 

  • Service telephone numbers 
  • Messages via social networks 
  • Digital ad campaigns with contact form 
Photo by Maria Geller

They all have a specific objective, whether answering questions, setting up appointments, or generating a database.

Still, they share something in common: covering the different digital media to increase their possibilities. 

In fact,80% of buyers they get their introduction through third-party sites with some information or engaging digital content about some model or service. 

The term that has been used to summarize all these contact points for consumer improvement is Omnichannel, managing to serve the 3 main levels of the buyers journey: 

  • Awareness 
  • Consideration 
  • Decision 

Final Thoughts:

One of the priorities that various automotive businesses have implemented is precisely the establishment of areas such as customer service and marketing representatives, to work together and ensure that the consumer has the best experience. 

Presenting all the information, in a transparent way and by different preferential formats such as videos, infographics or guides, are easy and fast ways. 

Supported with a great service from trained people who understand the language of the market is vital for the automotive industry 

Thanks for reading our blog, if you want to learn more about the world of outsourcing, check out our articles here. 

Are you interested in speaking with the experts and enhance your automotive business CX?- you can contact us. 

banner eliminating phone customer service
Veronica Mascareno

Eliminating phone customer service, is it reliable?

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Nothing new about companies choosing to completely remove phone customer service because of cost reduction and claims of finding more effective channels & alternatives to meet clients’ demands.   

A practice that is already well known in the social media industry and some FinTech companies, but recently, airlines. They all share one thing in common: to enhance the customer experience through digital channels, ensuring that no client will be left behind.   

Of course, this subject has sparked a series of debates, establishing various schools of thought on whether this is an issue to worry about.   

If you consider applying or eliminating phone customer service for your business or organization, stick around!   

How many people are still using phone customer service? 

It could be the first question to ask if someone considers such a decision. Aren’t many people still using phones as their primary source of attention? 

The short answer is, yes! 

Understood as a way to eliminate the need for written correspondence and enable making instant inquiries. It is currently the most popular because it reduces the time required to solve clients’ problems. 

Allowing more opportunity for both the agent and the client to connect through certain emotions like empathy, making the call more pleasant.  

According to data presented by Consulting firm Fifth Quadrant, found that for 71 percent of consumers, talking with a live agent over the phone was still the top preference, especially for registering complaints (66%), making purchases (62%), and asking technical questions (70%). 

This comes from the fact that most problems the customer might experience are a very specific type of problem, related to their account or process that by the end, will require assistance.  

Sometimes, leaving FAQ or live chat bots is almost useless since they are designed to solve easy tasks, they can’t really make choices or truly analyze (yet) if the process needs escalating.  

Imagine just a few scenarios, where you don’t recognize a few bank transactions, or need to book a hotel room ASAP, and your only options are live chat or email with no certainty of fast response, much less a resolution.  

Frustrating, right?  

Now, this is not a scenario that applies for every company or organization. But it is very possible one with the wrong partner or service providers.  

 There are some alternatives of the same nature that have been very reliable though their constant investment.  

Omnichannel media is becoming a must for more companies that desire to exceed their customer expectations.  

Especially considering that $62 billion is lost each year due to poor customer service. 

So, should I keep phone customer service?  

Keep in mind  that at the end of the day, it all depends on your business and what your customer’s needs.  

Maybe you have a product or service that runs completely on digital, so in case there is any need for assistance, maybe you can also provide excellent attention though other cost-effective digital channels.  

Especially if you have already considered the demand or volume of calls and requests.  

The truth is that not every business strictly needs phone customer service, but that means that you have other strong alternatives to resolve any possible issue.  

Also, you must also keep in mind that phone customer service lets you:  

Thank you for reading this blog, if you want to learn more about CX services, click here.  

banner in house vs nearshore
Veronica Mascareno

In-house Vs Nearshore / Offshore: Let’s revisit

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Nearshore and offshore are terms that have come to define one of the biggest decisions companies make when it comes to outsourcing.  

Should they outsource their work to another company in another country, or should they do it themselves? 

 In this blog, we’ll explore once again what nearshore and offshore mean as well as in-house and their respective advantages and important things to consider.  

What does outsource through nearshore/offshore means?  

Basically, it is the process where you hide external resources or capital to execute a specific operation or project.  

This includes a long list of industries and activities that can be performed by top talent outside of your country.  Like hiring a nearshore call center to attend to all your customer service needs, debt collection, web development, among other areas.  

In-House refers to the local employees or operations already or about to perform certain activities.  

Handling projects in-house.  

For a long time, depending on your local team to handle specific activities and operations was the norm. Naturally, because executives wished to have everything at reach in case a problem could arise.  

Having a team in-house is totally viable to establish the foundations and have a direct decision on skill setting.  

Also, shared values and vision are more of a possible reality when you set motivation goals directly every day.  

This is reinforced since in-house teams tend to be very efficient, as everyone is usually in the same place, working under the same system, making communication simple and fast. 

With these mentioned, if you consider having a full in-house team, then you also must consider the increasingly wages in western develop countries, and the specific demands within the job market.  

According to data from the SBA, on average, an employee costs 125% to 140% of their salary. 

This is something that could affect every type of business, especially small and medium ones.  

But things have changed in the last decade, since outsourcing solutions have become attractive every coming year.  

The main reason for this is the cost-effective aspect of the industry. Offering in a lot of cases the same quality, even an enhancement on certain activities by providing modern services and technology.  

VS outsourcing:  

Whether you decide to nearshore or offshore, the two options offer less expensive living costs for residents, reducing labor wages but with the possibility to offer even more in terms of bonuses and benefits.  

Furthermore, outsourcing companies constantly invest in professional staff and innovative tools to elevate CX operations, that way many businesses don’t have to worry about establishing certain departments or tool acquirement.  

Worried about other legal inquiries like recruitment, insurance, safety and processes follow-up?  

BPO got you covered, since it is a top priority to fulfill staffing requirements, including background checks and finding the right profiles.  

The cost of initial and ongoing training. Miscellaneous items, such as uniforms and protective gear where needed. 

And every process is followed, sending the necessary reports, just like any in-house teams. Executives can rest assured that they will be joined, all along the partnership with experts in the client services area.  

Conclusion:  

In summary, there are many benefits to in-house and nearshore/offshore outsourcing. 

 The ability to work with companies around the world is great for businesses, but it can also be a challenge if they don’t have the right processes in place. 

If that is the case, BPOs have become reliable in providing business development services so you can thrive alongside your product or service.  

 It is important that you find an experienced partner who will help guide you through this process so that there are no surprises along the way. We hope this article has helped clarify some of these issues! 

Thank you for reading our blog, you can learn more right here.  

Want to talk with? Love to meet you at our contact page.  

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