Posts about Customer Experience and Services offered by Redial BPO.

What is a Call Center Service Provider Woman Smiling
Veronica Mascareno

What is a Call Center Service Provider?

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A business in the 21st century will inevitably establish a relationship with a call center service provider; the possibilities of growth, savings, and increased customer satisfaction make it a new reality.

Great interactions and an excellent customer experience have become the defining factor in the Covid-19 era; in a recent study, it was identified that 59% of consumers surveyed reported that customer experience was a deciding factor on who they would purchase from.

In another study, it was identified that 91% of customers would stop interactions with a business after one bad experience, making the need for excellent customer service while handling large volumes of interactions the number one priority for businesses.

How does a Call Center Provider work?

When a business continues to grow, this puts a key factor into the spotlight:

The relationship with your clients and how their experience is felt every time they interact with you.

A larger baseline of clients means additional infrastructure, employees, new methodologies, continuous training, and several items that continue piling up as you grow.

Today’s reality means that this growth comes at a considerable price; leveraging a call center service provider can reduce your expenses by sixty percent per agent; this cost also includes infrastructure, management, and training periods.

A call center provider ensures that your business is kept ahead by giving you space for growth at your rate; this means only paying for what you need as you go.

With a number of services available for you to choose from, there is also an essential matter of expanding into other areas to benefit the communication channels, both internal and external, to ensure that everyone knows what is happening.

Do I really need a Call Center Services Provider?

When considering the benefits, there is a lingering question, why would I need a call center service provider?

Outsourcing to the partner of your choosing gives space for growth at a fraction of the cost; additionally, handling multiple services through a single partner means having a single line of communication, in turn making changes and improvements work faster across the board.

The answer goes beyond savings and numbers; the main benefit obtained through a partner is the leverage of years of experience in the field and choosing the right people and technology for the tasks.

Call Center Service Providers have a large pool of talent to tap into, which they regularly discriminate to get the right resources; this helps create a better experience for you and your clients, minimizing cultural and linguistic barriers and the learning curve.

A focus on omnichannel support from this same partner ensures that they handle all interactions with all the information they need, avoiding unnecessary questions and frustration from your clients who make their time a priority during these times.

Choosing the right Call Center Provider

Making the right choice can be challenging when looking at the possibilities. There is experience, and field expertise, which may look the same but have different impacts on your business, the cost and speed of implementation, and the location, which influences the linguistic and cultural aspects.

Talk to the partner of your choosing, get to know and understand them as they come to know and understand you and your business, the importance of this interaction will ensure that you are making the right decision.

With additional indicators to look at during this process, it is vital to create a list of your business requirements, present them to your potential partner and understand their capabilities and knowledge of the field.

Do not hesitate to ask during this process; the more information you have during the selection process makes you take the right steps for a solid partnership with the right call center services provider.              

Why you need us

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.

Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.

Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.dixa.com/blog/these-5-trends-will-define-great-customer-service-in-2021/

[2] http://ww2.glance.net/wp-content/uploads/2015/07/Counting-the-customer_-Glance_eBook-4.pdf

[3] https://www.syrow.com/much-cost-hire-call-centre/

Lead Generation Services Cover
Veronica Mascareno

Lead Generation Services: Easy Tips to Follow

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A business grows as it generates interest in its products and services through Lead Generation Services. Your future clients are waiting for that first contact to put them into your baseline of loyal clients ready to do business with you continuously.

What is Lead Generation?

To achieve a successful lead, different approaches that build the required interest are the best ways to approach a client by giving them the option to be contacted, such as through social media ads.

The other lead generation method is cold calling, contacting someone without knowing your products or services to convert them to your brand.

Either method has a variable conversion rate; a study in 2016 reported that approximately 28% of people contacted through cold calling ever interact. Ultimately, it is 1% of cold calls that result in a conversion.

On the other hand, those contacted through different lead generation methods, such as social media, or by providing them the option to be reached through their preferred method can turn into a 20% conversion. In comparison, referrals can lead up to 50%.

Another factor is continuous communication; by crafting effective e-mail campaigns, a study found in 2019 that 66% of buyers participating in the survey pointed out that consistent communication through e-mail was a significant influence on their decision.

The Importance of Lead Generation

With those conversion rates, you may be wondering, why is this important to my business?

The effective use of Lead Generation Services can help your business grow considerably from its current baseline. It allows for an untapped market to be approached and provides them with the option for better service or inform them of something they were unaware of.

When paired with a Lead Generation Call Center, it rapidly increases clients’ numbers by performing rapid contact, effective interactions, and providing direct information, bringing new clients into the fold.

The Use of Correct Data

But contacting is not all; the use of Lead Generation Services allows you to target specific audiences looking for the products and services you provide.

Additionally, this saves time and money by avoiding the creation of contacts that ultimately do not provide a potential lead or create a negative image of your company by making an unwanted contact for something they are not interested in.

Data obtained through other sources to understand your areas of opportunities also prove an excellent opportunity for lead generation; with continuous improvement, new clients can become rapidly aware of unique benefits.

Quality is Foremost

When performing these interactions, quality and excellence must be put at the forefront of every contact.

With a Lead Generation Call Center you are guaranteed to have a continuous method to bring clients by the effective use of all your resources, with up-to-date information, tailored campaigns for your targets, follow-ups for other requests, and more.

Outsourcing your operation to a nearshore partner can provide you with space to grow and increase your effectiveness while reducing the cost of your operation.

Know-how on Competition

Business is all about competing with other providers in the same field; understanding your areas of opportunities and how and what your competition is offering opens a large space for improvement to position yourself at the top effectively.

This is another vital aspect of effectively using Lead Generation Services; by continuously studying, improving, and communicating to your clients the benefits of your products and services, you can positively impact and create a rapid return on investment.

The Use of Social Media Channels

It lives with us, and it has become a part of our everyday life. Social media channels are one of the most efficient ways to turn heads your way. A study in 2019 showed that the most effective method was social media marketing, with a 59% effectiveness in lead generation.


The impact is considerable comparing it to other methods. Additionally, this creates rapid referrals from other satisfied clients on their network of friends, allows for communities to be built around your brand, and opens a space for an immediate response that clients are comfortable with.


The strong effect that influencers, social media contests, and viral content, such as videos on popular platforms, can have on your brand includes a sizeable base of leads and generating interest in your products and services.


An effective way to keep communication running in social media is to combine it with a Lead Generation Call Center; having people around the clock with knowledge, professionalism, and practical communication skills makes this a priority for businesses looking to expand.


Ready to put your business at the forefront by using effective Lead Generation Services?

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 benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://blog.hubspot.com/sales/cold-calling-statistics

[2] https://www.marketingforsuccess.com/sales/cold-calling/#

[3] https://bizzbeesolutions.medium.com/4-reasons-why-lead-generation-will-improve-your-business-8ff543f317f0

[4] https://blog.hootsuite.com/how-to-generate-leads-on-social-media/

Best Practices for Effective Ecommerce Customer Service
Veronica Mascareno

Easy Practices for Effective Ecommerce Customer Service

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In our current world competition between businesses is fierce, it shows that while there are different battlefields to engage there are core items that must be put in the spotlight.

With the rapid growth and access of the internet to millions around the globe, it is evident that e-commerce is the way to go, especially for newer generations.

Inside this spectrum, we find that customer service for e-commerce has become the largest pillar in sustaining a business’s customer loyalty and satisfaction.

To put numbers in perspective, in 2019 Amazon was receiving 200 million visits per month which other businesses take advantage of by partnering to sell on this platform.

In another survey performed in 2018 it was confirmed that there are 2.14 billion customers in the realm of e-commerce, this means that at least 22% of the population of the world have performed a purchase at least once throughout that year.

When considering this it is important to put e-commerce customer service at the forefront, with a report in 2017 making it clear that only 8% of customers agree that companies provide excellent customer service.

This is critical when considering that a report provided by Microsoft in 2017 indicates that 54% of their customers have extremely high expectations on customer service where 66% were inside the range of 18 to 34 years of age.

One question that may come to mind when talking about the subject is, what is e-commerce customer service all about?

Customer Service for Ecommerce, the Key to Success

  • Making shipping and return policies clear, when customers are looking to get the most out of services and products it can be frustrating to have unclear rules or specifications on how they pay or receive what they have purchased, this is where customer service for e-commerce can help in setting up a strong baseline for the customer experience.
  • Providing the right answer through any channel, in a 2017 Microsoft also confirmed that out of the surveyed customers inside the United States 27% will use one to two channels while 47% use three to five different channels of communication, this is where e-commerce customer service helps in closing the gap by providing the answer through a multichannel or omnichannel support structure, providing accurate up to date information which ensures that there is satisfaction regardless of the communication option of the customer.
  • Improving your response time to the max, with e-commerce customer service there is always someone to answer your customer’s question in seconds through their selected channel of communication, helping make the right choice as well as providing space for upsell and saving the sales in critical moments, additionally, this closes the gap in tougher situations when customers are upset with their interaction, with surveyed customers in 2017 indicating that 12% of them found the lack of speed as frustration in their interaction it is clear why this stands as one of the key priorities.
  • Measure and optimization where it matters, e-commerce customer service provides additional hidden bonuses and benefits to the business such as understanding customer behaviors and tendencies, most wanted product or service, areas of opportunity for the current business processes, and a clear line for optimization just in time to keep yourself ahead of the competition. In a previous article, we have talked about the 5 most important KPIs to ensure the best customer service can be provided on every experience.
  • Rinse and repeat to ensure loyalty, with customer service for e-commerce it is a safe bet that there will always be a way for businesses to ensure that the same excellent customer experience is provided to every customer on all the interactions they do with the business thus creating a strong brand and a loyal customer base that keeps coming for the same experience.

For the coming years, customer service in e-commerce will continue to play a key role in all business interactions, investing for growth in this area is a must to keep up and outpace the competition.

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 benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.statista.com/statistics/271450/monthly-unique-visitors-to-us-retail-websites/

[2] https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/

[3] https://www.superoffice.com/resources/guides/customer-service-benchmark-report/

[4] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[5] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[6] https://www.statista.com/statistics/815599/causes-of-customer-service-frustration-us/

Tijuana at the Heart of the American Nearshore
Veronica Mascareno

Tijuana at the Heart of the American Nearshore

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The pandemic has forced contact center decision-makers to rethink their established strategies.  Moving into 2022, once tried-and-tested delivery strategies will be pushed aside in favor of newer approaches that enable more flexibility and quality. 

CX managers have seen that putting all their capacity in a single location on the other side of the world is highly impractical.  The future belongs to nearshoring, and this trend is being realized faster than anyone would have previously thought, especially in those cities that are very close to home.

Let’s start by considering how offshore preferences are shifting. 

Something that I hear on the ground frequently is that US companies don’t want all their workstations in far-flung overseas locations. Instead, they are actively looking for sites closer to home. And why wouldn’t they?

Traveling 24 hours to get to a delivery point is exhausting and frustrating.  If the CX facility was a short flight or even a drive away, that makes a major difference in managing travel. 

Couple that with the language skills and commercial/cultural empathy for American end-users that are found in the American nearshore, and it quickly becomes apparent that the days of offshoring are numbered.

Yet, as any savvy contact center outsourcing knows, the American nearshore is immense. In some cases, you could spend 6 hours or more traveling from the US to a location.  This is why I believe that so many companies are looking to Mexico as the logical alternative to their contact center needs. 

Mexico’s proximity to the USA means real overlap between its citizens in all things pop culture, commercial products and even family. Moreover, the bilingual English / Spanish skills in Mexico are as strong in quality as they are large in numbers. 

Mexico pioneered nearshore support for US consumers, and I would argue that as an industry it has set the CX bar to the highest levels.

Mexico is a pioneer

The great thing about Mexico is that it is a massive country, both in geography and in population.  Contact centers can be housed in so many places, and this de-centralization makes it a sustainable option.  Redial BPO recognized this when it set up shop in Tijuana, a city that has a dynamic outsourcing sector with plenty of room to grow. 

With operations in Tijuana for 4 years, I can personally attest that this is the easiest nearshore city to access from the US.  Going from San Diego into Tijuana is literally like crossing the road, made even faster with a Global Entry card. 

Tijuana is bicultural and bilingual, which means better results for end-users in the USA, as agents have an instinctive sense of how to deliver the best customer service.  And, as mentioned, Redial BPO is excited to be part of the city’s rapidly growing contact center community.  In recent months we have expanded into a second site, and we are really pleased to see other providers in the city growing too. 

A healthy local industry benefits employment and generates better outcomes for clients.

There is no question that the nearshore is the place to be for US contact center delivery, and Mexico is leading the way.  Redial BPO could not be happier to have Tijuana as its hub for all things CX. We look forward to welcoming new and existing clients, and we hope to host them for a visit to Tijuana in 2021.

What is Customer Service in Logistics Phone and Airplane
Veronica Mascareno

What is Customer Service in Logistics

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In todays world the use of logistics services has been shown time and time again that it is one of the key pillars for the economy and every business looking to achieve success, but one hidden piece of the puzzle makes everything work in harmony, Customer Service Logistics.

During the Covid-19 era this has become far more evident as the global supply chain had become stressed for important reasons, in turn making it evident that a renewal for how work is performed on the day-to-day operations needs’ considerable improvement.

There is one key factor that can help provide a better experience for businesses involved and the logistics providers, that is Customer Service Logistics.

With Customer Service becoming a turning point to add value to the experience it is an obvious investment to create an excellent experience and ensuring loyalty to the brand with returning customers.

The Goals of Customer Service in Logistics

Aside from the obvious factors there are other key items to consider when looking at Customer Service Logistics.

  • Ensuring that everything is on time, customers have little time to waste and, in this industry, every second counts, this is one of the sections where customer service in logistics excels.
  • Building trust through reliability, every service has its faults, but logistics is where every decision and action is important and impacts greatly on other parts of the supply chain.
  • Ensuring the price is right, while businesses can consider customer service to be an expense this is the opposite, it ensures that other parts of the business work and can have visibility on issues, saving time, trust and in turn saving money and returning the benefits to the client.
  • Stretching to meet the goal, we know that rules are firm and are there for a reason but customer service in logistics also ensures that there is space for flexibility from all sides to ensure that success is achieved for all parties.

A Helping Hand for the Day-to-Day Tasks

On the other side of the spectrum, customer service can help with some of the key needs of customers such as:

  • Supply Chain Management, one of the most complicated factors in every business is ensuring there is success in every step of the way in the Supply Chain. Here customer service can assist in connecting pieces of the business that may have a hard time engaging each other and providing a middle ground for understanding.
  • Shipping and Freight Services, be it by air, ground, or sea the package must be delivered, from its origin to its destination no matter when in the world it is. Customer Service Logistics ensures that the right path and method are chosen for the delivery to be made in the fastest and most effective way possible.
  • Warehousing Services, while in some instances delivery is considerably fast there are times in which the package will have to wait for someone to come pick it up, here customer service logistics can ensure that this is in the right location at the right time, making sure it also moves when needed, keeping an eye on it to avoid losses for the business.

Customs and Insurance.

  • There are additional factors that the business may not be aware of if they do not have enough experience with certain regions or countries. Here is where customer service logistics can ensure that there is an easier time for the package to move through locations without being stuck in one place due to missing paperwork, losing time in return, and then back to the customer.
  • Additional guidance and whatever comes next, as the industry evolves so will businesses and the customer service experience, by keeping everyone in the loop with continuous training and ensuring that everyone is in the know the customer service agents for customer service logistics can ensure that every package goes through the required procedures without missing a beat.

It is a fast-moving world and losing a beat can mean losing your business, creating an engaging experience can sound like a challenge but here is where a BPO Partner can assist you in ensuring that your business remains ahead of the competition.

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 benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

How to choose the best Outsourcing Call Center partner in Mexico
Veronica Mascareno

How to Choose the Best Outsourcing Call Center Partner in Mexico

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Outsourcing your Call Center Services to a partner in Mexico is easy, especially when there is extensive knowledge in the field and business process outsourcing.

Being one of the leading figures inside the call center outsourcing business we immediately took advantage of all the benefits of having a call center in Tijuana.

There are five key factors that will help you determine what is the best choice in Mexico, these will also help you assess the possibilities of how efficiently your business can grow through the partner.

Infrastructure

One of the five pillars for outsourcing a call center stands in the realm of infrastructure, which speaks in general fashion of the available resources that can be used to perform other activities.

This subject falls into two main categories which have several divisions, for brevity we will only mention the two main categories.

  • Regional and City infrastructure assist in the development of the business as well as how efficiently it can expand its range of services and available staff
  • Business Infrastructure speaks of the technologies and resources directly available to the call center which is in turn used for business interaction

Campaign Experience

Potentially one of the most important factors when choosing where to outsource a call center is the campaign experience.

There are four key items in this section that will help you assess the level of experience and handling of your call center needs:

  • Experience in handling different roles such as customer support, sales, technical support, billing, collections, etc.
  • Experience in handling specific business fields which may include some niches such as logistics, finance, ecommerce, etc.
  • Employee General Experience, this includes all support roles taking calls as well as the administrative and managerial staff
  • Experience allows for improvement of business processes and better use of technologies, handling larger volumes with a better return of investment

Onboarding

When choosing the right partner in Mexico for outsourcing call center services the onboarding process is a great sign of how the relationship will be handled.

Partners with years of experience know how to expedite the process by using their true and tested methodology.

This also means having the requied staff and resources ready to commence working on the operation immediately.

During onboarding, it is also possible to identify areas of opportunity which the partner can work on and improve.

The continuous interaction inside the same time zones that the business is located at means that the required changes can go live at a moment’s notice.

Languages

One of the most important reasons to outsource your call center to a partner in Mexico lays inside a set of hidden benefits.

Mexico and the United States have a relationship of more than three hundred years, sharing culture, language and a set of business interests.

This has made Mexico a key player in the call center outsourcing field, providing the possibility of having multiple available languages.

Another hidden benefit comes from the interaction of the border cities of Mexico such as Tijuana, located in Baja.

With an understanding of culture and language, the agents speak with accents, slang, and words that are familiar to clients, and in turn, improve their experience with the business.

For these reasons establishing a relationship with a partner in Mexico, such as a Tijuana Call Center, becomes a perfect choice for multilingual support.

Support Staff

The last item on the list, but not the least important, falls into the Human Resources category which we have denominated Support Staff.

With a large participation in the Call Center industry, there also comes a large pool of available talent for all the needs of the operation.

This pool includes agents with experience in different fields as well as the required managerial and administrative staff needed to run the operation.

The largest benefit to reap from this pool is the fast implementation of an operation, much smaller training periods, and quality customer service from the first call to the last.

With the above list, there is a clearer path on how to choose the best outsourcing call center partner in Mexico, the benefits while in some cases obvious contain added benefits that will give a plus to your operation.

If you have questions about what other benefits you can obtain from outsourcing your call center operation to Mexico, you can contact RedialBPO to learn more and provide excellent customer service and a fast return of investment.

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4 Scenarios Where Live Chat Can Help Your Business
Veronica Mascareno

Know 4 Scenarios Where Live Chat Can Help Your Business

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Live Chat is one of the many tools that can help a business create an excellent relationship between their clients and their product.

There are many advantages to adding live chat as one of the core services for customer support in a business.

The core factor in choosing live chat over other options is the response time and the ease of access to this service.

Clients will always opt for the option to ensure they get a fast answer as well as creating a communication channel where other factors do not interfere with the information provided.

Additionally, live chat can handle considerably larger volumes of communication with a better satisfaction rate than other available methods such as phone or e-mail.

There are four core scenarios that will help visualize some of the situations where live chat for your business will ensure a larger satisfaction rate.

Rethinking your day to day operations.

24/7 Support for Customers Worldwide

A business that has customers worldwide requires customer service that is available 24/7, this puts live chat as one of the best solutions for these particular scenarios.

With the work-from-home model and a considerably lower cost for every contact that is performed through live chat, it is evident that the savings are passed down from business to the client.

Through this live chat allows providing service around the world through different models, be it by having partners in other countries or having agents around the world.

This in turn will allow for clients to have an interaction at any time they require assistance, ensuring that they can solve time-sensitive matters in a timely fashion with a fast response.

Multilingual Chat for International Customers

Support 24/7 is one of the key pillars for companies offering the products and services worldwide, having this service offered in the language of the clients gives additional satisfaction to this interaction.

This point of satisfaction allows for an interaction to be clear in the chosen language, breaking cultural and linguistic barriers as well as providing a tailored experience.

There is also the possibility of delivering customer service in other languages to clients with visual or hearing limitations with features provided by the live chat system.

Offering Suggestions to Customers Who Are Confused

  • The importance of live chat for business is the rapid response time that the client receives from a customer support representative.
  • This allows us to clear out questions or doubts that they have, giving clients the tools to make an educated decision on what services and products are best for them.
  • Through different chat systems, it is possible to find and deliver information in seconds taken directly from databases available to customer service.
  • This ensures that information is always up to date on what is being offered by the business.
  • Additionally, this is a perfect situation for live chat to provide information about other products and services, creating a space for upselling and closing the deal on the current items.

Diffusing Tough Situations and Handling Angry Customers

There are times when a situation will arise in which a customer is irate about an interaction, service, or product, live chat has the opportunity to defuse these situations.

Be it through a bad interaction or confusion in what the client was expecting from the service or product, live chat can ensure that there are fast answers and options available to resolve and defuse the situation.

With this in mind, it is clear that a quick interaction can save the sale and ensure that solutions are generated to solve the problem the client is facing through this situation.

This also ensures that any issues that are being found with the current methods, processes, or models used by the business can be identified, reported, and acted upon accordingly.

Rapid resolution and fast interaction with the client ensure that the business maintains a loyal client base, achieving a positive experience, and ensuring that there is a return from the client for additional business.

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With these scenarios, it is clear that live chat can provide excellent customer service your clients deserve, from service 24/7 and multilingual to helping clients make the right choice and saving the sale.

Are you already implementing live chat with your business and are looking to expand your current capabilities or looking to implement the service to expand your reach to clients?

You can contact RedialBPO, an expert in the field of customer service satisfaction in different industries and through various methods of communication to bring your business to the forefront.

Why should E-commerce companies use live chat cover
Veronica Mascareno

Why Should E-commerce companies Use Live Chat Now!

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ECommerce is the bread and butter of every business currently looking to expand its market beyond its physical locations; companies like Amazon and eBay thrive solely on this method.

Companies that follow the traditional method picked up on this and rapidly expanded their income with a consistent return of investment on these newly implemented technologies, which stands at about 300%.

The numbers according to a study in 2017 show that customers have a 48% increase in revenue per hour of the chat; this same study shows that customers who use live chat before making a purchase have a 40% higher conversion rate.

Reasons Why Live Chat is Most Powerful Sales and Lead Generation

Time is of the essence for customers when making their final decision, with a study from 2016 showing that 73% of customers would state that the best thing a company can do to provide excellent customer service is to value their time.

This same study would go to show that 53% of customers would abandon their online purchases if they could not quickly find an answer to the questions and doubts about the products or services they were getting.

Live chat Benefits you need to know

Some of the benefits of a live chat for a business are:

  • The customer gets in contact through the internet on a smart device or computer, this can be done at home or any location around the world.
  • Customer achieves rapid direct interaction with an associate in real-time, primarily with minimal wait time.
  • Fast responses to questions and doubts about a product or service, allowing them to make an educated decision about their final purchase of goods or services.
  • The customer may close the sale with the associate or perform the final interaction through the e-commerce website saving the deal.
  • Customers can get additional information about upcoming products and services, discounts, and other benefits, making for a great upsell opportunity.
  • For customers with limited vision or hearing, there is the possibility of receiving assistance through embedded components through the live chat, removing the need for third parties of services.
  • Live chat virtually removes the language barrier between the business and the client, allowing for tools to perform live translations and multilingual support, enhancing the quality of service provided to clients.
Rethinking your day to day operations.

For the business there are additional benefits that can be easily reaped through the adoption of live chat:

  • The interaction for a customer through live chat has a better acceptance with customers and higher customer satisfaction. A study from 2020 shows that live chat has an average of 73% satisfaction rate against 44% satisfaction from phone interaction.
  • The same study shows that the cost for a live chat agent is at least 50% cheaper than a phone agent, the average cost per contact through the phone is 12 USD while live chat stands at approximately 5 USD.
  • Businesses can catch issues with the website and services which may prevent the customer from performing their purchase of products and services, giving additional insight on what may be driving the business away
  • Big data is an important word for every business, data obtained through live-chat interactions can be used to understand behaviors, interests, and interactions better and in turn, provide better customer service and services to the customer.
  • Data also provides key information on how products and services are being received by clients, which has the highest demand, and what population is looking for them inside what region or countries
  • Increase customer loyalty and create great branding, with customers choosing live chat over other options and studies going back from 2009 up to 2015 show that clients increased their decision for live chat from 38% to 65% on the span of six years.

Conclusion

With these numbers and benefits, it is clear why any business currently selling its products through an e-commerce platform can see an advantage over other companies in the same market.

It also helps to build better relationships with the client and increase loyalty to the business’s brand, ensuring clients return for more services and products instead of looking for other options.

Is your business already interacting with clients through live chat and getting all the benefits? Studies show that from 1000 selected websites, only 9% of them were using live chat as a method of interaction, and these companies were getting a clear advantage over the competition.

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If you are not there yet RedialBPO can help you get the most out of this service and make the transition to achieve a larger loyal client base, excellent customer service, and a great return on investment.

[1] https://www.ecommerce-nation.com/e-commerce-companies-use-live-chat/

[2]Ibid

[3] https://go.forrester.com/blogs/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers/

[4] https://www.superoffice.com/blog/live-chat-software-benefits/

[5] https://go.forrester.com/blogs/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers/

[6] https://www.superoffice.com/blog/live-chat-support-study/

Why Does Every Bank Needs a Customer Service Call Center
Veronica Mascareno

Why Does Every Bank Need A Customer Service Call Center

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Banks are the cornerstone of the current world we live in; businesses and clients alike interact with them daily, some going as far as doing so every minute.

For this reason, Banks understand that their clients, small, medium, or large, need a way to interact with them at every moment to ensure business continuity or take rapid action when a critical situation arises.

The added complexity of the operations needs to be handled every day by a bank; visiting a bank for these operations can take a considerable part of the day.

With this in mind, a Banking institution would not see a viable investment in opening more locations with a large volume of tellers or employees, especially for simple tasks that can be resolved otherwise.

To put things into perspective, a study performed on 200 Banking institutions reported that employees and managers on location spend at least one-third of their day answering questions and inquiries.

For this reason, the investment in creating a Call Center is not a question for a Bank, and their existence is essential to ensure that there is available service 24 hours a day the 365 days of the year.

Rethinking your day-to-day operations.

The Added Benefits of Having a Call Center for Customer Service Also Provide a Wide Range of Solutions Such As:

  • Faster interaction and resolution for inquiries, allowing clients to solve their needs without the need to visit their Banking institution.
  • Saving time for your clients, through a call it is also possible for clients to receive guidance.
  • Resources available to the bank such as mobile applications, website portals, or other digital tools which in turn provides additional options for clients.
  • Increase their productivity and interaction time with the banking institution.
  • A decrease in the cost of the operation, with proper training and guidance a Call Center is a far cheaper solution than increasing the number of employees in location.

Flexibility in Operations

  • A Call Center Customer Support Representative can easily perform different tasks when there is a micro-segmentation in the departments, it is easier to place an additional workforce when the call flow increases on another queue.
  • Call Centers can be built as a safe environment that aligns with the needs of a Bank, by following compliance and rigorous security measures it stays inside the requirements that allow for client data to remain private and secure.
  • Visibility on Services and Options, clients may not be aware of the full set of services or options at their disposal which a Customer Service.
  • Representatives can provide guidance and assistance, this in turn adds an additional return of investment when clients wish to obtain additional services or a loan making it an excellent opportunity for an upsell
  • Communication through different methods, Call Centers can provide support beyond calls such as live chat, e-mail, and fax, allowing the clients of the bank greater flexibility on their options to get support, especially when limited on the current tools at their disposal.

Call Center as an investment

The current global situation of Covid-19 also brought up an important change in how Banks and their clients interact, Banking Call Centers around the United States saw an initial surge in January of 2.2% in volume of calls.

In February the increase came to 21.5% and by March the volume had gone up to 36.2% across the board, in a single Banking Institution going up as much as 43.3%.

While these numbers are particular to this situation it is a key factor as to why Banks see a Call Center as an investment that provides them with a considerable return on investment.

It is important to note that to keep up with the requested contingency the Call Centers had to apply measures to allow their representatives to work from home, continuing with the flexibility of growth and service with the required security by the banking institutions.

In the end, a Bank without a Call Center is immediately losing the competitive edge against other peers in the business and risks seeing their clients and their business moving elsewhere to those who offer this option.

Are you keeping at the front of the competition, do you need help expanding your current Call Center solution or creating one for the benefit of your clients?

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[1] https://silvercloudinc.com/blog/top-3-banking-call-center-best-practices/

[2] https://www.americanbanker.com/news/how-banks-prepared-call-center-reps-to-handle-surge-in-volume-from-home

Why Your Company Needs a Billingual Call Center Woman with Headset
Veronica Mascareno

Why Your Company Needs a Bilingual Call Center

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Why Your Company Needs a Bilingual Call Center? Call Centers and Customer Service continue to be one of the pillars to ensure that business grows and retains the current client base, it is the fastest and most efficient way for clients to interact with your business and acquire the services and products that they need.

Numbers in 2017 give us a better idea of how much of an impact a Bilingual Call Center can have in improving the reach of your business. The study shows that in the United States at least 22% of the population, approximately 67 million, speak a second language aside from English.

For this reason, the growth of Bilingual Call Centers has become a key factor in improving the quality of service and expanding the outreach of your business towards an ever-increasing pool of clients.

Four key factors make Bilingual Customer Service valuable for the growth of your business.

Rethinking your day to day operations.

Offering a Branded and Personalized Service

While English continues to be one of the most spoken languages it is a delight to clients when they can engage with your business in their native language.

Ensuring that this is available to your clients gives them reassurance that their business is important and allows them to convey ideas that they may otherwise not be able to communicate to you.

Additionally having an engagement with someone that speaks fluidly as they do in their native languages gives confidence and a new perspective on how they can acquire services and products from you.

To put this into perspective, a study performed in 2014 showed that 78% of clients would prefer a company that offered them Customer Service and other interactions in their native language, when evaluating the situation if 8 out of 10 clients would rather do their business anywhere else if they cannot do it by interacting with someone that they feel will understand them.

Lowering Abandon Rates

Many key factors will make a client take the decision to abandon their intentions to perform business with you or for current clients to look elsewhere for products and services.

By having a Bilingual Customer Service team there is a new middle ground for understanding the needs and requirements, complaints, and interactions for your clients with your business.

In turn, this opens new pathways that link directly to language and cultural situations in which a monolingual team would not be able to engage in the same manner.

This situation applies to both existing and upcoming clients but there are different interactions.

Retaining Existing Clients

For existing clients, the possibility of engaging with a Bilingual Customer Service team is a clear option for them to have their voices heard in a way that makes them feel sure that communication is going through the proper channels.

While new clients may avoid engaging your business if they cannot convey their ideas properly it is the current client base that may look elsewhere to businesses that can interact with them through the same language.

Buying power of Hispanic consumers in the United States from 1990 to 2020.

With the Hispanic population in the United States having an expected expenditure power of 1.7 trillion dollars for 2020 and currently standing at 18% of the current United States population it is definitely clear why having a team that can engage fluently is a key factor in ensuring your business grows and expands exponentially.

Increase Brand Loyalty

With everything that has been said so far there is one final item that is potentially the largest key factor in choosing a Billingual Customer Service option for your Customer Service.

Client loyalty is what ensures that businesses continue on their route to excellence and exponential growth, having a business that provides clients service in their language a great way to improve customer loyalty, combined with great customer service, rapid response times, and a service that continues on giving, it is no surprise that clients will always look for this option and choose it over others that do not have it as an option.

Final Thoughts

It is no surprise that businesses are always looking for new ways to improve their current service and look for a partner that can provide what they need, and more.

For this reason, our current services will always provide you with quality service through a Billingual Customer Service option and ensure that your business grows and your clients are satisfied.

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[1] https://www.jivochat.com/blog/marketing/advantages-of-multilingual-customer-service.html

[2] https://www.statista.com/statistics/251438/hispanics-buying-power-in-the-us/

[3] https://www.statista.com/statistics/270272/percentage-of-us-population-by-ethnicities/

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