Posts about BPO topics

4 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer Service
Veronica Mascareno

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

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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

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://business.trustpilot.com/reviews/learn-from-customers/5-reasons-why-customer-experience-is-the-pulse-of-every-business

[2] https://www.questionpro.com/blog/mechanics-of-detractor-recovery/

Why U.S. Call Centers Should Have Bilingual Agents
Veronica Mascareno

Why Call Centers In The US Should Hire Bilingual Agents

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The Call Center has become the primary tool for achieving success in the current economic environment of the 21st century in the United States; having personal, agents, management, and administrative staff, who are bilingual brings significant benefits to your operation and customer satisfaction through the leverage of a bilingual call center operation.

The Spanish Speaking Population in the United States and the Importance of a Bilingual Call Center

The latest information available from the United States Census Bureau tells us that there are at least 41 million native speakers with an additional 12 million bilingual speakers, meaning they speak Spanish and another language such as English.

This makes the Spanish-speaking market one of the fastest-growing segments in the United States, making at least one-sixth of the United States population and rapidly becoming a significant demographic of the current economy.

Considering this, the Spanish-speaking population is becoming an essential backbone of businesses around the United States, enabling communication through Spanish to make better-educated decisions and opens opportunities for greater customer experience and upsell.    

Customer Satisfaction Continues To Be the Mark Regardless of Language or Culture.

A bilingual Call Center closes the gap in creating excellent customer service and an experience that rapidly makes a loyal customer baseline from one of the fastest-growing demographics in the United States.

Speaking the language is only part of the experience; understanding customs, culture, and tendencies makes the bilingual Call Center an effective tool to understand your client’s mindset and promote your business culture and brand without barriers.

Most importantly also helps retain clients and aids in bringing in new ones; one key factor to put it into perspective is that 82% of United States consumers will not continue to interact with a brand if they have one bad interaction.

Your Brand is Taken Far and Beyond Through Language.

The bilingual Call Center helps create a tailored and personalized experience for your customers; communicating in their language opens opportunities to create new campaigns, and a deeper understanding of a demographic by effectively using the information gathered from every interaction.

Taking advantage of this opportunity can easily open the market to a new demographic, efficiently promoting and creating awareness of your products and services in a way that makes them approachable to your new clients.

Another important factor that this brings to the table is word of mouth from the customer experience created using a bilingual call center; considering that 92% of people trust recommendations from family and friends. This is another excellent way to achieve success when moving into an untapped market.

Final Thoughts

The bilingual Call Center is becoming a de facto norm in businesses around the United States; the empowering of the Spanish speaking population inside the United States makes it a desirable demographic to service, which can easily be done through the right set of services and agents to assist them every step of the way.

Be it through the use of your own bilingual Call Center or the leverage of a nearshore partner with years of experience in bilingual customer experience, the opportunity for growth can be achieved regardless of the path chosen.

We have more than 45 years of experience in the BPO Industry and can help you to read 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://telelanguage.com/spanish-speakers-united-states-infographic/

[2] https://techcrunch.com/2010/10/13/customer-service-rightnow/

[3] https://www.bigcommerce.com/blog/word-of-mouth-marketing/#what-is-word-of-mouth-marketing

Mexico Remains the best nearshore value in the americas Flag
Veronica Mascareno

Mexico Remains the Best Nearshore Value in the Americas

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The contact center services industry is more prone to flavors of the month than even the most popular ice cream brand.  In the view of Redial BPO, there is huge value in consistency.  This is the case when it comes to Mexico as a delivery point for American consumers and the enterprises from where they buy goods and services. 

Of late, there have been rumblings that Mexico may have had its day, and that other CX destinations in the American nearshore are ramping up to take its place. So, let’s be clear – Mexico, perhaps the most established contact center market in this hemisphere, is going nowhere except upwards.

As an American businessperson who has been operating in Mexico for a few years now, I understand that the current political situation on the southern side of the border may be a bit perplexing. The federal administration has made certain moves and pronouncements that range from distracting (who won that plane?) to disruptive. That said, this is not exclusive to Mexico. 

In fact, just consider that it was not too long ago that industry watchers were claiming that the scandals of the former president of South Africa and declarations from the current president of the Philippines would destroy the BPO sectors in each country.  Last I checked the contact center sectors in both these locations were doing very well. Mexico’s is too.

A Good Reason For Outsourcing in Mexico

One of the reasons for Mexico’s BPO resiliency is the country’s legacy as a contact center delivery destination. Mexican CX operations have two decades or more experience in service delivery to US customers, and this has helped develop a strong customer management industry alongside one of the best industry promotion bodies anywhere in the world.

International companies look to Mexico as their go-to in the nearshore because CX is done to a high-quality standard, which is a hallmark of Mexican outsourcing.

The basis of this quality is rooted in language skills. I may be biased, but I challenge anyone to find the same level of English-fluency in large volumes elsewhere in the nearshore that can be sourced in Mexico. Redial BPO has been able to capitalize on this with its location in Tijuana, a major metropolis where bilingualism is part of the city’s DNA.

But, this dynamic is found throughout the country, which is why so many outsourcers have been able to set up shop here to service American clients. They do at a significantly more affordable cost than in the US, but that is competitive with the rest of the nearshore.

You may get the sense that I am proud to operate in Mexico. Redial BPO is excited to be servicing our clients from the Baja peninsula, both with agents in our two centers and from their residences.

We have made Mexico our base in the drive to deliver the best CX possible to our growing client base. We are also actively pursuing new options in northern Mexico to service our American clients.

This makes good business sense, and it helps with driving business continuity for our enterprise partners. As we see it, the possibilities that Mexico affords are endless from a customer management angle. 

Tijuana A Major Bilingual Metropolis

Don’t just take my word for it. Mexico’s popularity was quantified in the last Ryan Strategic Advisory Front Office BPO Omnibus Survey. 

Globally, enterprise CX decision-makers ranked Mexico as the 6th most popular offshore delivery destination in the world out of 50 country choices. In the US, Mexico was 5th most popular.

What the future holds for CX in 2021 and beyond is unclear.  Consumer priorities are always changing, and outsourcers need to adapt.  But, what is not changing is the requirement for solid, reputable, value-driven country options that can deliver for American end-users.  Mexican CX is bigger than politics, and it is here to stay!

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Veronica Mascareno

How Call Center Outsourcing Improve Advanced Collections Service

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Because of the complicity of the task, many companies are looking for other effective solutions, that’s why outsourcing a call center for a collections campaign has increased exponentially in the last few years. 

Let’s talk about the positive impact of outsourcing a call center for your collection’s services.

These key points of outsourcing a call center will benefit your collection service approach.
  • You will expand your collection calls
  • Economically, you will reduce your operational costs by 50%
  • You will have your time entirely devoted to other business tasks that need your attention.
  • You will not be worried about the hiring process anymore; nearshore call centers offer this service.

Outsourcing your collection campaign is not only a time-saver but gains back funds in a big way, with quality standards and the latest tools in technology.

Quality collection calls are necessary; we believe that quality is better than quantity, but isn’t it possible to get both?

In a call center, the agents are highly trained and prepared to give the best attention, service, and quality without leaving aside the actual results in the day today.

They have been highly trained before they take their first call, so they understood the market. Creating the spectrum of a quality call experience and the best culture alignment concerning nearshore call centers.

Expectations of outsourced a nearshore call center:

BASIC CONVERSATIONAL SKILLS & VOICE TECHNIQUES

Understanding the essence of a conversation is especially important in debt collection, and something as simple as talking can be an excellent persuasion tool.

LOWER COSTS AND HIGHER REVENUES

Running an in-house call center is costly. Payroll, tracking databases, analytics software, certifications, and compliance costs can be a nightmare.

Therefore, outsourcing allows you to transfer these costs to the call center agents and connect them directly to the revenue collected for a lower price.

Utilizing the resources of an outsourced call center can increase your company’s revenue significantly by collecting more accounts in a shorter cycle.

INCREASING SATISFACTION

If your company’s focus is not on customer service exclusively, you may get a negative response when approaching customers about late payments.

Outsourcing your collections campaign will have a higher likelihood of positive interactions and the customer is more likely to decide to return to you.

Let’s focus on bringing to your customers quality service.

A call center dedicated to debt collection means committing the proper procedure and time necessary to receive timely collections.

While it can be frightening to outsource such an essential part of your business, the benefits of outsourced collections can outweigh the negatives.

To ensure effective debt collection, you need an experienced and dedicated team.

REDIAL BPO offers quality debt collection services ideal for your company’s needs. In addition to having the best technology, we have the right and highly trained team. We work providing the best Nearshore call center operation with customized solutions with the clients.

Get a quote and get more information by clicking on this link. We are READY TO BE YOUR PARTNER.

banner the future of business process outsourcing BPO
Veronica Mascareno

The future of Business Process Outsourcing (BPO)

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First, what is BPO, and why should you consider it?

Business process outsourcing (BPO) is a set of services that involves hiring (external) service providers for different operations and responsibilities related to the business. (which we will talk about later).

 

But why?

Different businesses in all industries have embraced BPO because business process outsourcing solutions offer several opportunities for cost reduction and business growth.

 

 The rise of the Business Process Outsourcing (BPO)

 The future of BPO will witness accelerated changes. The rise of the business processes will be that they evolve to keep up with technological advances and the expectations of an increasingly tech-savvy customer base.

But how will BPO service benefit your business in the future?

 

 Accelerated digital transformation

The future outlook for the BPO industry is promising, despite the growing threat of AI and automation. While some jobs are likely to be eliminated, this shift provides opportunities for growth in other areas that cant be automated.

These also allow for a more significant global presence, and borders become invisible with technology and server capacity.

 Increased Flexibility

It means adopting a certain level of transparency about how things are done and investing in building authentic relationships with those customers.

Companies have gained a competitive advantage, reducing costs and improving customer service by outsourcing operations that are not core to their core offerings by partnering with business processes outsourcing external call centers.

 Improved Responsiveness

In the future, BPO workers will need to focus heavily on quality while still delivering exceptional value to their customers.

We’re not just talking about calls, but about offering other services that BPOs can provide, outsourcing, and optimizing business-critical tasks so that you can focus on your core competencies.

Take the opportunity for a more diverse set of skills and specializations. Outsourcing makes it easy to hire a specialized candidate perfect for the job.

 Potential service from strategic suppliers

A growth area is the outsourcing of knowledge processes, it expanded the possibilities of BPO, allowing companies to outsource highly specialized services such as:

  • IT services
  • Accounting
  • Transcription
  • Translation
  • Marketing
  • Healthcare
  • Loans
  • Banking and many other processes that are critical to day-to-day operations.

The quality of work completed by external service providers such as web developers or content marketers will be specialized and thus better. They will also be more productive.

Outsourcing destinations

In recent years, with the upgrade of BPO, Mexico has become a popular destination for BPO work. The success is mainly because of a wealth of resources. Add to this, Mexico is on the border with the United States makes it much more convenient, faster, and less expensive to visit or hire.

To conclude – Outsourcing Future Trends.

Today, leveraging business process outsourcing enables companies to outsource and optimize business-critical tasks to focus on their core competencies. As we mention above, BPO services are now an integral part of various industries you can look for.

There are many companies, such asREDIAL BPO  many companies such as redial,

which has the services you are looking for and needs, improving your current process.

To learn more about finding a BPO service, click here to get a quote.

 

banner 10 reason ot otusource your call center operstions to mexico

10 reasons to outsource your call center operations to Mexico

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Mexico is quickly positioning itself as a powerhouse in BPO outsourcing, but what is the reason for this?. Easily, we can say that it is mainly the operating costs, the U.S. is too expensive.

Therefore, an increasing number of American businesses choose to outsource their telemarketing services and other BPO to nearshore call centers.

All these factors can help companies consider outsourcing some or all their day-to-day operations.

1 Cost reduction:

Salaries compared to the U.S. are much lower and can save your company up to 50% in reduced operating expenses, also office space, labor, utilities, and other costs are dramatically lower in Mexico.

2 Service:

Agents are trained based on the needs and expectations of your customers, meeting the objectives and vision of your company. Call centers in Mexico focus on training courses with varied fields to cover all the different roles for your campaign needs.

All agents will be able to determine what are the needs of your customers and what problems they can solve.

3 Location:

The fact that Mexico is on the border with the United States makes it much more convenient, faster, and less expensive to visit or hire, plus it has good options in big cities like Tijuana, Monterrey, and CDMX mention above a few.

4 Bilingual:

Call center agents in Mexico have perfect control of neutral English accents with which they can seamlessly communicate with US and Canadian customers. Most of the agents have either grown up and lived in the United States or gone to college there, so they bring an understanding of American culture.

5 Quality Data Monitoring:

If you want to know more about the customer experience of your clients, call centers in Mexico offer the latest technology tools like Observe AI.

These more automated processes provide real-time information, that improves the experience and allows companies to remain operational.

Otherwise, Quality assurance analysts (QA) in call centers have a vital function managing that your KPIs are aligned with your goals, such as:

  • Organization to continuously improve the service
  • Improving customer experience
  • Strengthening your support team
  • Refining business goals and processes

6 Infrastructure Software Service: 

Mexico has access to some of the most advanced, trusted software and infrastructure available on the market. Which allows companies to create, manage, optimize, and have access to specialized information for their operational processes and daily tasks.

7 Employees and Culture:

One of the most important things for employees is the culture generated within the workplace; helps to increase productivity, creativity, and profitability.

To improve the culture of employees, call centers must have a solid Organizational Department, which purpose is to enable better response from all staff, increase communication, increase agents’ profit, and lead to enhancement.

8 Access to Expertise:

Most companies don’t have the resources to hire, train and manage teams for effective BPO solutions because of the incredibly time-intensive services. Leverage the resources that nearshore call centers already have by outsourcing.

9 Easy Hiring:

Mexico has a clear competitive advantage in the growth of operations work. Call centers provide world-class, high-value agents.

Agent screening, hiring, and termination are all administered by onsite Human Resources.

10 A trusted partner:
If you are ready to get all these benefits and looking for an efficient BPO company, it’s time to outsource a call center in Mexico.

Redial BPO is ready to be your partner and make your day-to-day operations.

Contact us to learn more about services and how we can be your staffing solution.

banner Tijuana Scene
Veronica Mascareno

Why Tijuana is the Best Option for Nearshore

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Tijuana is the fourth largest city in Mexico, sharing the largest land border in the world with the United States and California, with an approximate crossing of 120,000 vehicles, 63,000 pedestrians, and 6,000 trucks per day.

Large Recruitment Pool

With a rapidly growing population, colleges offer English as a Second Language as a requirement for graduation and technical education focused on providing world-recognized customer service.

Talented People

Currently, inside the Baja region, it is estimated that there are thirty thousand people employed in the nearshore call center industry.

A Bilingual and Bicultural Tradition

The people employed in the nearshore call center industry have lived inside the United States for years, giving them the added benefit of understanding geography, culture, language, tendencies, and other details that other call center regions do not benefit from.

Cost Advantage

The average weekly salary for nearshore call center agents stands at three thousand to four thousand Mexican pesos, an average of one hundred and fifty to two hundred dollars per week, which is fifty percent cheaper than the minimum wage inside the United States.

Proximity

This makes it one of its biggest advantages for the Baja Region when considering a nearshore call center partner, with a 15-minute trip by car will get you across the border and to the location where the call center is located in.

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.

RedialBPO

is an experienced and innovative

nearshore call center in Mexico

orientated in helping companies like yours, find skilled and qualified team members for your vacant positions.

We offer staffing solutions for businesses. Our knowledge and passion for what we do, set us apart in the world of headhunting and recruiting GET A QUOTE.

Find out about our services, we welcome the opportunity to connect! We’re ready to help you! RE-THINKING YOUR DAY-TO-DAY OPERATIONS!

3 Things to Look for in an Outsourcing Partner Cover
Veronica Mascareno

3 Things to Look For in An Outsourcing Partner

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Call Center outsourcing has become a norm inside every industry globally; this method provides room for growth at a reasonable price with a list of services that would take a sizeable investment to achieve on your own.

This also means saving time while reaching your goals from the beginning. Having experienced people take over your call center needs while other business resources continue with critical tasks that require their attention daily.

There are three factors to consider when looking at an outsourcing company, which will provide you with insight on making the right decision when moving forward with this process.

A call center outsourcing company always wants to be your partner.

Any company looking to become your partner during the process of call center outsourcing must show to you that they are interested in the task coming at hand; this includes:

  • Interest in your field of business and knowledge, being easily identifiable when engaging and planning the initial steps for an outsourcing process, any partner that has experience in the industry will immediately understand what you do and the industry.
  • Understanding your business culture and vision, an essential item for any outsourcing company is to know your objectives, plans, culture, and vision, creating a better relationship and, in turn, providing the right services to your clients.
  • Making your brand shine is a critical item to look at for someone that wants to be your partner is their interest in making your brand shine, using their industry knowledge and experience to ensure this happens every time.
  • Flexibility and opportunity for rapid growth, for any business looking to leverage the benefits of call center outsourcing, there is a need for rapid growth, which an outsourcing partner should be able to provide, this includes flexibility to ensure that your goals are met in the shortest possible time.

A call center outsourcing partner brings together the right people and culture.

Building a lasting relationship during the call center outsourcing process means having the right people for the job; this goes from top to bottom for the outsourcing company.

Experience is not all in the field; it is also vital that agents engaging with your clients are also aware of the culture and language of your clients, removing barriers and improving the customer experience tenfold.

Additionally, call center outsourcing will ensure that agents involved in the call center environment are continuously trained and updated with changes you have implemented.

This is another crucial advantage of having a nearshore partner with you, working in the same time zones, and avoiding unnecessary complications of working weird hours, affecting your operation and how it is engaging with your clients.

Another hidden benefit comes from having a partner that can leverage a talent pool that is knowledgeable in your industry, understands the language and culture, minimizes culture shock, and achieves clear and concise communication during every interaction.

A call center outsourcing partner provides you with services that fit your needs.

Having mentioned the quality of the people and their interests, the final item involves the area of services of the outsourcing company.

When evaluating your partner and their current offerings, it is essential that they match your existing business line; it is also necessary to look at other services that they provide for possibilities of moving other processes to the same partner.

This consideration helps you make an educated decision, avoiding the necessity of hiring additional partners to outsource your processes, saving you time, money, and the need to have multiple parties involved during critical changes.

Observe also other services which could be essential to make your business grow, areas that may not be currently tapped but could bring important benefits such as lead generation to make your brand known to an untapped section of the market.

Final thoughts

Making the right choice is essential; it will help you boost the efficiency, quality, and engagement of your business with your current baseline of clients.

Putting all of these items at the forefront and ensuring the outsourcing company of your choice follows them will create an excellent relationship and push you forward to excellence.

 Ready to choose the right partner, looking to outsource your operation to a nearshore call center service provider, we can help you make the jump forward and ensure you hit the ground running.

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. 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.

What is BPO Woman on Computer
Marketing

Want To Know What Is BPO (Business Process Outsourcing)?

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Businesses worldwide are continuously looking to improve their processes while ensuring that the cost involved is sensible enough to put things in motion, BPO Services are crucial in giving you the advantage you need in a competitive world.

When considering the next steps in growing your business, there are vital factors to put onto the table, easily accomplished by the right BPO Company and their services.

Business Process Outsourcing is used to enhance current processes, increase your current reach and take advantage of professional experience from years in the business to handle larger volumes of clients.

Most BPO Services involve the front-end, which focuses on servicing your clients, and back-ends, such as account handling, document processing, and financial reporting, with additional services available depending on your needs.

Looking for the right BPO partner ensures the savings are passed to you

When looking to expand, the cost is always a concern for businesses going through rapid growth; building a relationship with a BPO Company ensures that your operation can achieve the desired size without breaking the bank.

From the average cost for an agent in the US, which includes all costs involved in the infrastructure, support, and other expenses, and the average price for an agent with the BPO Company of your choosing, you can save approximately 40% of your operation cost.

This benefit in savings allows additional growth at a fraction of the price, without the need to invest in infrastructure or tools, which would put you at a disadvantage with the competition.

Furthermore, with the right partner, there can be added benefits in cost savings such as process improvement, tools to assist with the customer experience, multilingual agents, and general knowledge, which accelerates the outsourcing process.

BPO Services help put customer experience at the forefront

Inside the BPO Services available from your partner comes experience from years in the businesses, looking to hire the most experienced on the available pool on their location.

With this, your business has the immediate benefit of hitting the ground running, putting the best customer experience and knowledge available to you and your clients in every interaction.

Combined with a relationship that brings continuous improvement, years of experience in the BPO field, and knowledge fit for your business, a tailored experience can be built for you which fits all of your business needs satisfying you and your clients with every interactionNearshore BPO Companies have a hidden benefit with them, intimate knowledge of the culture, language, and trending topics of the United States, making every interaction feel like they are speaking to someone who can understand them.

With the right BPO company, you make rapid leaps in efficiency

A BPO Company brings additional benefits to your business; with knowledge being the primary focus, industry knowledge and experience can help improve the current business processes.

With the right BPO Services, there is the added benefit of having readily available multilingual agents that can serve a higher spectrum of clients for your business at a reduced price than an agent with the same skills in the United States.

Agents with experience in the field can handle larger volumes of calls, chats, and e-mails, avoiding extensive periods of training or preparation to reach the desired level; this includes tools, processes, and industry knowledge that puts a BPO Company at a considerable advantage.

The added benefit of increased efficiency in your process makes your culture and brand the first choice for your clients.

In turn, this helps build a large baseline of customers that will be satisfied every time they interact with your business through the BPO Company of your choosing, making them return every time for additional products and services.

To learn more about the benefits of having a multilingual partner we have an article that goes into detail on the subject which you can find here.

Reaching the desired markets and more

A business looking to grow must put its sight on new markets; this means up-and-coming markets or previously untapped markets ready for your products and services.

With the right BPO Services, you can rapidly increase your reach in different languages and cultures that the available agents will have a proper understanding of, making your customers feel appreciated and valued.

This also means handling multiple channels of communications and services that your clients will use for interaction, such as live chat or social media, or more traditional means like calls or fax, that in other circumstances would mean a complicated interaction.

Having a single BPO Company handle all of these processes means that you can continue to grow and manage your business while your partner continued to deliver with fast turnarounds.

Ensuring that processes are more efficient and resilient means that you and your clients always get what they need precisely when required.

These items put into perspective what Business Outsource Process is all about and how it can help your business put itself on the path for exponential growth.

Ready to make your business grow exponentially and get all the benefits with the right BPO Partner?

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. 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://customerthink.com/call-center-outsourcing-pricing-around-the-world/

Post-Vaccine Blended Contact Center Delivery is a Must
Veronica Mascareno

Announcing Post-Vaccine, Blended Contact Center Delivery is a Must

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While vaccine roll outs across the world will hopefully end the pandemic nightmare of the past year, no one should be under any illusion that things will go back to the way they were.  Such wishful thinking ignores a lot of different dynamics when it comes to the contact center environment.  In particular, there has been a great deal of forward movement in developing a CX delivery hybrid that blends together the best of different business models. 

Redial BPO is proud to be among the most proactive outsourcers operating in the American nearshore to embrace the best of virtual working alongside investments in physical contact centers.  As the world emerges from COVID19, our operations are well-placed to drive the best outcomes for our clients and their consumers.

WE CARE

At the start of the pandemic last year, Redial BPO took one of the most important strategic decisions since its operations began four years ago.  Despite having grown our physical contact center site presence in Tijuana, the reality of COVID19 and the associated health protocols meant that we needed to invest in virtual delivery.  This way of working may have been new to Redial BPO, but sometimes operating outside of the proverbial comfort zone is the only way forward in business.   This was one of those times.

This meant that Redial BPO needed to do a number of things.  First, we had to ensure that our agents working from home had the requisite equipment and dedicated work spaces needed to deliver the best outcomes for our clients. 

Once this was in place, we made certain that the right security solutions were instituted, both from a process and technology angle, in order to limit the potential for data breaches.  Our clients and their end-users deserve no less.

The results from this foray into remote working were very positive. Almost immediately, agents expressed their appreciation for the chance to work from their homes, and Redial BPO recognized the flexibility this model provides to ramp up and down seamlessly.

But, make no mistake about it, the physical contact center is at the heart of Redial BPO’s CX offering.  Let me explain a bit more.

We recognize that we must have a dynamic team of people at Redial BPO. Indeed, many of our agents thrive on the positive interactions and vibes they get from working together.  This, we are excited to welcome as many agents back into our two modern facilities in Tijuana as soon as possible. 

Know our nearshore locations:

Since we commenced our operations, we have seen a direct link between in-center positivity and strong outcomes with end-users.  This means happier staff, happier consumers, and strong partnerships with our clients.

Then, there is the matter of business continuity.  By balancing our workforce across our two physical sites and our virtually distributed remote agents, we are able to offer clients an unrivaled level of redundancy in Baja.  And we do so in an environment that is health-conscious. Agents can count on a socially distanced and sanitized facility.  We recognize that this will continue post-pandemic, and we are configuring our operations accordingly, to remain the BPO employer of choice in Tijuana.

A last word on the way forward. No one should doubt that the past year has been traumatic, and we all look forward to the end of this pandemic.  But, we need to remain vigilant as another health-related disruption may occur.  Redial BPO takes this possibility seriously, and it aims to have the processes, technology and redundancy in place to ensure that we are there to deliver the best for our growing base of clients.

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