Posts about BPO topics

banner nearshore BPO and its key role in digitl tools
Veronica Mascareno

Nearshore BPO and its key role in digital tools

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It is safe to say that the BPO industry maintains a constant growth, it is even a topic of discussion that I have read and heard in various recent opinion articles, videos, and radio programs.  

Reasons such as the pandemic and supply chain failures have motivated various companies to nearshore because of its proximity to North America.  

This is becoming a series of technological innovations and exchanges that will benefit all stakeholders.  

Technology plays a key role in running nearshore operations and services. If we get into the tools and means used, we see a valuable contribution that has facilitated a considerable number of businesses.  

What began as a series of companies offering certain support services became businesses capable of sustaining total operations through delegation.  

Adaptability:  

The BPO industry, especially nearshore businesses, has shown an ability to adapt in surprising ways. 

Through their resilience and professional teams, the adoption of different methodologies, media and digital tools cushioned what may have been a major constraint such as the pandemic and deficiencies in the supply chain.  

Also, the ability to match not only the needs and objectives of its customers, but also the bilingual factor and the integration of different cultures, have established more competitive advantages, compared to other local or offshore service providers.  

Top technologies in the BPO industry:  

Once we get into the variety of technologies that the industry has implemented in different logistics businesses, consulting firms and nearshore call centers, it is no surprise to see why they have adapted and have managed to diversify their offer.  

Media:  

All those tools with the ability to communicate individuals or cases in their respective media are fundamental to the day-to-day of a BPO.  

Whether by telephone, email or live chat, communication is an industry-driven element when connecting people to meet the needs of any aspect of health, finance, entertainment, etc.  

It is because of these channels that companies have expanded the range of care, according to customer preferences. 

Supported by trained labor forces and available 24/7 by the time zones provided by nearshore.  

Big Data & Cloud Services:  

The management and storage of data has been made possible by the constant investment and application of super servers, able to save and optimize large amounts of work.  

All this data has become a series of opportunities to detect patterns and behaviors that can help us solve problems and understand behaviors.  

And especially considering that the management of big data, controversially in some cases, has become another great opportunity for companies.  

By their nature, since they are mined data, various companies have been responsible for refining them. Yeah, like that Apple TV series: Severance, but without the spooky factor.  

Thanks to this data interpretation, it has allowed the optimization of various multidisciplinary operations even with internal and external challenges.  

But at the end of the day, all that data must be saved, and this is where the companies offering cloud services come in, with the ability to store important information. 

Artificial Intelligence:  

Yes, almost everyone has talked about this tech. Why? – because of its constant advancement and implementation!  

When I discover a new AI program or tool and see what it can be capable of in terms of communication and information analysis, I am totally surprised.  

BPO has driven AI-based tools that have managed to recognize not only voice patterns, but also interprets data for decision making, recognize mistakes and has the ability to alter a person’s oral speech.  

We currently have our tool: Speech Analytics AI. It has helped us study voice recordings to detect speech limitations and address them with our training team.  

Image by DCStudio

Final Thoughts:  

Without a doubt, it is important to recognize the contribution of the BPO industry in the creation and implementation of innovative technologies.  

These tools represent an opportunity to discover and facilitate more operations, and from what I see, they will not stop.  

From data management to different channels of communication and discourse, technology and its versatility has given a sense of prosperity to companies with vision and constant growth.  

If you enjoyed the blog and want to see more of our content, we invite you to visit more articles!  

Are you looking for a way to delegate your operations with the best technology? Talk to us! 

banner BPO keeps thriving in South Africa
Veronica Mascareno

BPO in South Africa keeps thriving, here is how. 

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BPO in South Africa has registered constant investments for different industries since 2018.  

And the numbers continue going up, being recognized as one of the most attractive destinations to outsource different services, according to studies by consulting firms such as McKinsey and Ryan Strategic Advisory.  

What is the reason for this, and why is it striking to me to inquire a little about the industry’s success?  

Because it is a true example of the work that can generate government and private sector together when a vision of development and improvement of communities is shared.  

Especially considering what is coming for the growth of many industries in the country.  

Opportunity and growth development: 

South Africa has recorded the highest economic growth across the African continent, currently surpassing 55 million consumers.  

As part of the world’s emerging economies, it has turned a blind eye to diverse investors seeking to expand its services with talent in the region.  

Although, in past years, particularly between 2013 and 2016, falls were recorded from 1.9 to 1.3.  

The return to growth forecasts offset this until 2023, exceeding 2.3%.  

It gets even more interesting when we get into the estimated value of the entire BPO industry with a presence in the country.  

According to data presented by Grand View Research, since 2019, the industry has generated a total value of USD 1.4 billion.  

Added with the projection of growing 1.3% until 2027, ensuring more trust between companies.  

An industry that has been established as a result of innovation:  

Outsourcing through offshore and nearshore services has been faster in recent years, thanks to the competitiveness they have presented for voice and voiceless services.  

This has been achieved by implementing modern technology that facilitates processes, such as using tools based on artificial intelligence.  

The efforts made in the education sector to provide more opportunities to the population and to offer talent, especially young people, in different disciplines are pretty interesting.  

Call center services have become more attractive yearly because of its language education programs, teaching English, French & Spanish.   

Government and private sector working together:  

As I mentioned, one of the most significant factors is the work complemented by these two entities.  

As part of the development plan in South Africa, both government and companies have established special agreements to incentivize investment with a common goal.  

The one that has stood out and is related to the possibilities that have been presented for the industry and its specialists is the Global Business Services Master plan. 

Intending to create more than 500,000 jobs by 2030, the master plan is the first agreement to stimulate investment in the BPO industry.  

This is due to the excellent talent for high-demand services in the telecommunication, energy, and IT solutions sectors.  

The strategy consists of investments that have exceeded $3.5 million, aimed at infrastructure and technology related to their respective activities.  

Yes, it is an ambitious plan, but it demonstrates efficient capacity when we unite these two entities with a common goal: to provide benefits and employment to their individuals.  

Final Thoughts:  

The outlook for South Africa, in terms of development not only for the BPO industry but the overall economy, looks very promising.  

The variables presented in terms of why the country turns out to be one of the main attractions will undoubtedly boost many opportunities.  

In Redial BPO, the attractiveness of South Africa has previously been exposed, which is why this year, the initial investments in the country have been confirmed and currently operating in 2023.

Offering more jobs and specialized services.  

Much remains to be analyzed and verified, but the future looks promising for all actors involved. 

Thank you for reading. Would you like to read more about the BPO industry? 

Are you interested in taking your services to the next level? Let’s talk.  

banner how the BPO industry impacts the brokerage business
Veronica Mascareno

How a nearshore BPO impacts the brokerage business?  

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Brokerage firms or companies have been intermediaries and key players in facilitating numerous processes.    

Its effectiveness in obtaining financial resources, goods, and capital, in general, has contributed to production levels.    

Additionally, it has developed new tools and ways to diversify income sources.   

But how can these same businesses make it easier for others to increase their market reach, receive support, and delegate numerous requests?    

Since brokerage can work with several commercial sectors, it is essential to have operational services for proper management.   

 Outsourcing your intermediation services allows you to expand your operations reach by different means of work at a cost-effective price.   

Let us tell you how!  

The importance of omnichannel:   

Customer service through omnichannel channels predominates with a 75% preference since the main desire of consumers is to have immediate and consistent attention with various alternatives.    

Due to the constant demand for applications requires preferred methods according to the type of person and case and the ability to transfer simultaneously from one medium to another.   

 This represents the need for businesses to consider adapting to different means of assistance such as email, live chat, and social networks, and the predominant with 76%: is telephone attention.   

Most influential brokerage services:   

The services with more presence and movement flow include:    

• Stock brokerage:   

Above all digital applications, Stockbrokers have amplified their business to the growing interest of diversifying resources and income through the stock exchange.    

 It has represented an opening to what was considered an exclusive service a few years ago, but these services can already be offered to all.    

Above all, considering that investments are either fixed rates of return or high risk (such as cryptocurrencies) requires service and counseling.   

• Credit & loans brokers:   

Specialized services are offered for any information-related topic and assistance to individual accounts.    

• Real estate brokerage    

One of the branches concentrates on the acquisition of buyers and sellers. Care and follow-up processes are critical to the correct management of these investments.   

• Insurance brokerage    

They have an essential task in dealing with cases that can be inconvenient, sinister, or tort.    

Speed and efficiency in these cases are more than necessary by the nature of the events.    

 Recording data and requests are high-volume processes that can be acquired through a nearshore BPO.    

• Business brokerage:    

Offering highly trained agents and the best tools for sale or post-follow-up to close cases establish serious competition in the market.   

Final thoughts:    

The brokerage business is present in many aspects of our lives and continues to grow daily.    

 Companies present themselves with different business strategies, models, technology, and innovation that have solved problems and more accessible opportunities.   

 With a vision of growth and constant transactions, brokerage businesses must be prepared to optimize their processes and align their objectives with strategic partners.    

 Are you ready to take your business to the next level? We’d love to hear from you.    

banner outsorcing to mexico
Veronica Mascareno

Outsourcing to Mexico: 4 things to consider if you are relocating your company

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I reflected on the transnational companies that have decided to relocate their operations outside China.   

 Considering that we can find its origins through the growth of globalization, becoming an attractive option in matters of investment and resource optimization.   

 It turned out to be in the nineties and early 2000s through the famous “offshoring,” in which this practice raised popularity among companies of all kinds.  

Something incredible considering the great distance and how it could be a factor if differences apply because of time and culture.   

 Particularly in the electronics and manufacturing sector, they positioned China as the world’s factory.   

 Now that I mentioned a little of the context and the big decision that several transnational companies have taken, I would like to say four elements to consider for the relocation matter.   

An action that has given Mexico a new momentum for its strategic position through the offer now known as “nearshore.”   

  1. What does relocating to a nearby location represent?   

  Undoubtedly one of the most significant points to consider the advantages of the nearshore is the proximity companies can have between American countries.   

 This factor has represented an alignment of language and culture, facilitating the relationship and final experience for the consumer.   

 With experience, this element has allowed diversifying many businesses, including manufacturing and multi-industry care.   

 All available kilometers away, with more travel facilities and routes in case of events or topics requiring assistance between companies.   

  1. Bilingual language and talent   

 Due to the proximity between American countries, it has developed years of commercial and cultural relationships.   

 Learning English has become an opportunity, even a necessity, particularly in border cities by sustaining one of the world’s largest and most dynamic borders.   

 With significant daily and mutual traffic from Americans and Mexicans, understanding and speaking the language has become a regular.  

A factor also added by the constant investment of foreign companies that request English as a prerequisite for the performance of tasks.   

 The communities of both countries are clear about this consideration, which is why they work together to promote these issues.   

 There may be certain differences, of which they should not be afraid, since we can enrich and even find new and better methodologies of work and attention.  

  1. Cost reduction:   

 Investment in nearshore locations also greatly reduces productive and operational costs.   

 Moving production from China to Mexico can become an excellent opportunity to keep high costs off the radar, allowing companies to concentrate on their core competencies.   

Generating opportunities to invest in resources for innovative businesses and better jobs with better wages within the market. 

  1. Improvement in logistics and regulations:   

The deficiencies in logistics have been prolonged and have affected the supply of basic inputs and materials.   

 The supply chain problem has subsided on the routes of nearby territories and the arrival of goods at different American ports.   

 Outsourcing new businesses through offshore options has become less attractive by several issues, such as recent international tensions and American consumer preferences.   

Travel restrictions and constant regularization is not a problem for companies that do business in Mexican territory.   

 After years of commercial and political relations, private investment has been recorded, especially in Baja California, Sonora, and Nuevo León.   

Final Thoughts:   

 With the departure of several companies from Chinese territory, the nearshore will position itself even more in the different business models.   

 Offering talent capable and aligned to different work methodologies facilitates avenues of cooperation and investment.   

 Implementing new technologies is a trend already applied in several Latin American countries, so it will not be a problem either.   

 Thank you for reading the blog; you can consult other articles here.   

 Would you like to know more about Redial BPO and how it can help you? 

banner relationship between canada, US & Mexico
Veronica Mascareno

Relationship between Canada, US and Mexico. Could companies take more advantage?

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In the last few days, we have witnessed relevant news about the trilateral relationship between Canada, the United States, and Mexico.   

Considering these regional leaders’ different agendas and future projections, presenting various concerns among the three actors is valid.   

By establishing a relationship of many years, they highlight the opportunities that can be taken in different industries, potentially improving social and economic conditions.   

The role of the United States-Mexico-Canada Agreement (USMCA):   

Formerly known as the North American Free Trade Agreement (NAFTA), the overall objective of the agreement was to strengthen the trade-economic relations of the three countries.   

Becoming USMCA (USA)-CUSMA (Canada)-T-MEC (Mexico) in 2020, to update the treaty in the face of contemporary challenges and offer alternatives with a focus on:   

  • Agriculture   
  • Offer of better jobs   
  • Intellectual property   
  • Strengthening the automotive sector   

This undoubtedly became an opportunity to explore the benefits of companies specializing in nearshore outsourcing services.   

Generating more jobs by expanding different operations to reduce costs, ensuring quality.   

Delineating the areas of interest:   

Canada and the United States have been clear with their goals within the energy sector, particularly with clean energy and private investment.   

The discussions have been controversial due to what many have commented as a course for nationalist politics, limited by the positions of different members of Congress.   

One might consider that such an industry stands out as the main topic of the moment, but there is much more that can be explored.   

Researching the interests that could apply, it is essential to emphasize the diversification that could present in strengthening different industries.   

 Why these sectors? -Both in Canada and the United States, the primary investments are in the energy, manufacturing, and mining sectors.   

Diversifying these investments could represent an increase in scope for the production of different companies and the commercial strengthening & generating employment.   

In the case of Canada, 39.7% of Canada’s direct investment went to mining, 23% to energy (electrical), 15.6% to transport and mail, 13.5% to manufacturing, 10% to financial services, and the rest to others.   

 In the case of the United States, apart from remaining the primary investor in Mexico, we noticed a slight change in investment behavior.   

It predominates 48.9% destined in the manufacturing sector, 16.2% in financial services, 10.7 commerce, and 5.2% in accommodation, among others. (Mexican government data).   

These data stress that efforts to apply for joint work in the diversification of the industries mentioned above could be increased.   

Without minimizing the importance of the work done, only emphasize the opportunities that can be presented.  

Health care:   

Following the challenges of this sector among North American leaders, expanding these services through the care of the budget and attention is a significant avenue of support.   

 As we have mentioned, outsourcing data analysts and monitoring hospital processes are entirely possible.   

Complementing the possibility of these processes by personnel via outsourcing and customer service is recognized in Mexico as a tremendous competitive advantage before the market.   

Financial sector:   

Regardless of their sizes, banks, tax relief, and financial companies require exceptional treatment for all their customers.   

Partnering with a provider with experience in this type of care and all the tools and infrastructure represents various opportunities.   

Adopting different methodologies to strengthen and improve processes together.   

Retail:   

Businesses engaged in this type of trade have realized the importance of digitization and market expansion internationally.   

A large part has been possible with the arrival of digital tools that have optimized the inventory and sales processes increased by e-commerce.   

The attention and monitoring of sales will always play an integral role in the consumer experience.   

Hospitality & Travel:  

Investment and alliance among hotel chains in the region are an area of interest for the supply of jobs and tourism between countries.   

 After the post-pandemic recovery, awareness among people interested in looking for tourist destinations and diversification for experience packages will be significant.   

 More efforts could be coordinated in the planning and promotion of aerial routes, along with airlines and local governments, to develop tourism.   

Final Thoughts:   

Considering the recent disagreements, the potential and capacity represented by a geostrategic relationship such as that of Canada, the United States, and Mexico should not be overestimated.   

Although we do not discredit the efforts made over the years, we believe that opportunities are presented daily with the growing multicultural interest among societies.   

Thank you for giving us your time; check out our blogs here.  

Are you ready to take the next step and improve your customer experience? We’d love to talk.   

banner outsourcing your healthcare
Veronica Mascareno

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

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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. 

banner how BPO takes care of healthcare services
Veronica Mascareno

How can BPO take care of healthcare services? 

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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. 

banner hacks to achieve the best results in insurance through BPO
Veronica Mascareno

Hacks To Achieve The Best Results In Insurance Through BPO

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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!   

banner assisting hospitality businee challenges through a BPO
Jason Heil

Assisting Hospitality Business Challenges Through a BPO

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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. 

Veronica Mascareno

Must have security certifications in the BPO industry

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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! 

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