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How Redial BPO Drives Economic Growth and Innovation

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Redial BPO plays a crucial role in driving economic growth in Tijuana, Mexicali, and Johannesburg through job creation, skills development, and local business support.

Job Creation and Economic Growth

In Tijuana and Mexicali, Redial provides thousands of jobs in customer service, technical support, and back-office operations. These positions offer competitive wages, allowing employees to reinvest in the local economy by spending on housing, food, and other services. In Johannesburg, Redial also generates employment in an expanding BPO sector, providing stable jobs in a city with a high demand for skilled work. These roles contribute to local economic activity, benefiting both employees and regional businesses.

Skills Development

Redial emphasizes workforce training, helping employees in all three cities develop valuable skills in customer service, technical support, and bilingual communication. This focus on skill-building enhances job performance while equipping workers with abilities that boost their career prospects in the broader job market. This investment in human capital fosters a more competitive and skilled workforce, contributing to long-term economic growth.

Job Creation and Economic Growth

By driving demand for goods and services like housing, transportation, and retail, Redial indirectly boosts local businesses. Employees’ spending stimulates the local economy, and partnerships with local vendors for office supplies and IT services generate additional revenue streams, benefiting various sectors in the community.

Promoting Economic Stability

Steady growth from Redial contributes to economic stability in Tijuana, Mexicali, and Johannesburg by offering sustainable employment and skill development. In Tijuana and Mexicali, the company helps diversify the economy beyond traditional manufacturing, while in Johannesburg, it strengthens the city’s BPO sector, positioning it as a growing hub for global outsourcing.

Conclusion

In summary, Redial BPO positively impacts these cities through job creation, skills training, and support for local businesses. As the company grows, its contribution to regional economic development and stability will continue to benefit these communities.

Agents working on a call center
Redialers Insights

The Gift Of Real Team Work In Call Centers

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We need help to do almost everything. As much as sometimes, the “if you want a thing done well, do it yourself” quote sounds attractive, it only means something is wrong in either the leadership or overall teamwork. 

Maybe it’s a word that usually gets thrown at your office or company, but do you really know the gift of real teamwork? 

We care about our fellow redialers feeling comfortable in their work and achieving the desired goals through teamwork. 

But it is complex; a lot of structure, prep, and empathy must be considered to bring people together. 

Real teamwork goes beyond the surface level of working together. It’s about synergy, shared goals, and a collective commitment to achieving success. 

When individuals come together, leveraging their unique strengths and skills, they can accomplish more than any one person could on their own. 

Clear Communication:

Open and transparent communication is the cornerstone of effective teamwork. 

Team members should feel comfortable expressing their ideas, concerns, and feedback. 

Regular team meetings, both formal and informal, can facilitate this exchange of information.

Defined Roles and Responsibilities:

Clearly defined roles help avoid confusion and ensure that everyone knows their contribution to the team’s objectives. 

When each team member understands their responsibilities, it fosters accountability and a sense of ownership.

A Collaborative culture with trust:

Trust is the foundation of any successful team. 

It takes time to develop but can be easily shattered. 

Encourage an environment where trust is nurtured through consistency, reliability, and open communication.

Create a culture that promotes collaboration rather than competition. When team members feel they are working towards a common goal, they are more likely to collaborate, share ideas, and support each other.

Celebrate Success and Learn from Failure:

Acknowledge and celebrate team achievements, big or small. Equally important is learning from failures and using them as opportunities for growth. 

A supportive environment that encourages learning from mistakes contributes to continuous improvement.

Encourage Diversity:

Embrace diversity within the team – diverse perspectives, backgrounds, and experiences can lead to more innovative solutions. 

Everyone’s voice should be heard and valued.

Provide Resources and Training:

Continuous learning opportunities not only enhance individual skills but also contribute to the overall development of the team.

Final thoughts:

The gift of real teamwork is not just about achieving collective success; it’s about creating a work environment where individuals thrive, learn, and contribute their best efforts.

Teams can unlock their full potential. Remember, the journey toward great teamwork is ongoing, requiring commitment, adaptability, and a shared vision for success. 

The gift of real teamwork lies in the ability to transform a group of individuals into a cohesive, high-performing unit.

Thank you for reading our weekly blog; we have more right here if you want to learn more! 

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

Call centers in Mexico The Real Value Of Nearshore Call Centers
Veronica Mascareno

Call Centers in Mexico The Real Value Of Nearshore Call Centers

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The Call Center Industry can be a challenging environment, as businesses grow the need to have exceptional customer experience becomes a growing factor for everyday operations.

Numbers do not lie, the battle for customer experience and excellent service rage on as businesses turn more and more to it as a solution to maintain a loyal customer base as well as increase the visibility of the brand and company culture.

There are many solutions to the requirements of a business, one key factor in becoming competitive in the market involves finding a strong outsourcing partner.

Outsourcing allows the business to grow their Call Center Operation, saving money with exponential growth which in turn provides the ability to serve a larger volume of customers with the best quality of service.

In this article, you will find the most common methods for outsourcing your business which address what is known as Offshore Call Center Operations and Nearshore Call Center Operations.

Offshore Observations That May Hinder Operations

The first option consists of outsourcing your entire Call Center Operation to an offshore partner, while there are considerable benefits there are important observations that have been brought up by Fortune 500 Companies.

  • Oracle has found some issues with acquiring the right level of English due to the different dialects and the difference in the English language.
  • Dell initially had moved their operations to India but had to move most of it back to the United States due to cultural and language complaints from their clients, additionally the partners in the Offshore venture were unable to handle the large volume of calls.
  • IBM outsourced a large portion of their jobs to an Offshore venture which while beneficial has also turned out to produce a high turnaround in their employee base and erratic continuity in projects.
Nearshore Call Center

The Nearshore Call Center Experience

The alternative outsourcing solution involves a Nearshore Call Center partner, primarily focusing on Mexico as there are a considerable number of benefits to be garnered from a country that has such close proximity to the United States.

  • A Cultural Relationship: Mexico, especially its northern border, has had a long historical relationship with the United States which spans more than two centuries to this date. This has created a large understanding and mix of both cultures that have learned to cooperate with one another.
  • Business Relationship for the ages: With the cultural relationship has come to a large economical and business relationship which has given considerable insight on how business and industry work inside the United States, an advantage over other partners that do not have a direct land link.
  • Service as a Priority: In Mexican culture, service is a priority for any business and the needs of the customer, this impacts greatly in the Call Center Industry as it allows to have an exceptional customer experience in every instance without additional investment in training making the country a strong Nearshore Call Center partner.
  • Speaking with the neighbor: A large advantage, one that is sometimes passed over, involves a large population of bilingual inhabitants inside the country, where numbers place at least 12% of the Mexican population, around 12 million, as being bilingual.

Need More? here you go:

  • Infrastructure growing exponentially: One of the key targets of the Mexican Government is infrastructure, in 2019 a large investment of 44 billion dollars was implemented which also focused largely on telecommunications to strengthen businesses and industry.
  • A home near home: Another oftentimes forgotten key factor in choosing a Nearshore Call Center is the close proximity to the United States, improving communication time, working on the same hours as business and customers alike.
  • Growing without breaking the bank: It is no secret that there is money to be saved when outsourcing and setting up a Nearshore Call Center in Mexico, the current exchange rate allows for businesses to grow with considerable advantage.
  • Experience in the field: For the last thirty years the country has been growing as a key partner in the industry, establishing a Nearshore Call Center in Mexico provides a large pool of experience which include specific industry niches that partners in the Offshore region are not as familiar with.

With these key points in mind, it is no wonder that more and more businesses look forward to working with a Nearshore Call Center for their benefits and available solutions from years of experience.

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.

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

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[1] https://www.magellan-solutions.com/blog/companies-that-outsource-to-india/

[2] https://www.cnet.com/news/for-dell-indian-call-center-failure-a-lesson/

[3] https://foliovision.com/2018/03/why-not-buy-ibm

[4] https://web.archive.org/web/20141010232359/http://consulta.mx/web/images/MexicoOpina/2013/NA_MEXICANOSeIDIOMAS.pdf

[5] https://www.bloomberg.com/news/articles/2019-11-26/mexico-unveils-44-billion-infrastructure-plan-to-boost-economy

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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