Federico Castillo

A look into the BPO & nearshore industry in times of global financial concern 

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I’ve searched studies for various analysis and predictions regarding local and international events, what we are going through and how it has affected our reality. 

Of all that is mentioned, I can agree that the economic area is the most affected, both for individuals and entities. 

The recent changes and behavior of the markets have represented a vulnerability, especially for companies seeking to develop alternatives, safeguarding the possibility of assuming even more risk. 

But even though we are facing times of uncertainty, for reasons that I will mention later, Business Process Outsourcing stands as one of the main alternatives for those companies that seek to stay in business. 

 
Economic background: 

In the years that have passed post-COVID-19, the emergence of health and economic crises is undoubted. 

They further denoted the deficiencies in other health/healthcare systems of different countries due to the demand for medical care and access to both medicines and vaccines in their initial phases. 

Despite the difficulties, government actions regarding the management and distribution of services are debated. 

But the multinationals’ role in the due attention for this event is also considered. 

Additionally, production levels were even more affected by supply chain failures & agri-food production, low employment levels in a considerable number of countries, and various restrictions that, to date, are still in recovery. 

Currently, goods and services, particularly cereals and oil that came from the East, are affected by international security issues. 

But all this is not something that suddenly emerged due to the pandemic.

All these economic phenomena have a history and are the result of construction long before the pandemic. 

About 11 years ago, the United States went through one of the most significant challenges since the Great Depression. 

A crisis in which they were lost $8 trillion in value between late 2007 and 2009. Unemployment climbed, peaking at 10 percent in October 2009. 

Despite a remarkable and historic recovery through fiscal and banking restructuring, not all the adverse effects disappeared, considering the large corporations and an increasingly globalized economy. 

But also, through business outsourcing, a trend was executed, particularly between 2009 and 2010, as a strategy to cushion risks. 

Not a definitive factor, but one that must be considered when analyzing decision-making. 

Image by pikisuperstar on Freepik

BPO and its role in the face of speculation and fear: 

The services provided through outsourcing and nearshore have made it possible for several companies and businesses related to the sectors, as mentioned earlier, to maintain production levels, including current jobs to date. 

A society that maintains high levels of consumption, despite the high percentages of inflation has affected all sectors and care services. 

The attraction of BPO is the establishment of long-term strategic relationships. 

That is why, between negotiations, all points of cooperation are established, and all variants are considered to establish impact metrics and results. 

And through this rigorous process, companies show trust to make investments, particularly in border states, considering the whole series of benefits, not only economical but social and cultural. 

Benefits that have ensured mechanisms that help us combat economic uncertainty: 

  • Job creation 
  • Loyal customer retention 
  • The promotion of entrepreneurship and innovations 

Now, the focus that we must give is the cost-effective angle when hiring a BPO company due to its perfection of back-office process in which they oversee recruiting ideal and matched candidates for the campaign with monitoring of performance and productivity. 

That is a great point we have to highlight, which is not always considered in companies. Productivity is what will give results. 

All executives should pay attention to important points, especially in times of economic and digital globalization. 

And by the concept of economic and digital globalization, we can understand it as the emergence of companies and platforms that constantly emerge through the medium, addressing public problems and interconnecting individuals. 

Image by rawpixel.com on Freepik

Final Thoughts:

As sources like intelligent sourcing, entrepreneurs must establish business with companies in constant development derived from the financial sector (fin-techs), entertainment, gaming, e-commerce, IT, etc. 

In conclusion, BPO is one of the most adaptable industries facing financial uncertainties due to its resistance and adoption of various cost-benefit models without neglecting quality and professionalism. 

But without a doubt, all these phenomena should not be taken lightly since the markets and their consumers tend to generate reserves and duly take better care of their resources. 

Thank you for giving us your time. Would you like to know more about our articles? 

Are you looking for an ally to help you optimize your operations and resources? You can contact us. 

Federico Castillo

Must have skills & qualities for any contact center agent 

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I remember the days when I was working as a call center agent for a technical support campaign. 

It is not an easy job. Companies need to continue looking out for effective leadership, tools & methodologies to stand out and facilitate the consumer experience. 

Ensuring those skills with the capacity to create a positive impact not only for the individual but also for the company. 

Outsourcing and call center companies consider elements that, through their recruitment and human resources departments, detect and apply the necessary knowledge to see candidates with the skills and qualities. 

You already have an idea, but do you want to explore a little more about the recommendations of what it takes not only to get a call center agent, but an impact agent? -Join me on this blog! 

 
Communication skills: 

Communication is something we experience every day. No matter our personality type, our needs motivate us to express our demands in any way. 

When making a purchase, getting some food, or visiting, communication is an inevitable and essential practice as an element of human interaction. 

That is why the ideal candidates for a campaign, whether for customer service, support or sales, must be people willing to establish communication in the form of interaction. 

Always bearing in mind that they do not always come across similar cases, they will have to be subject to two essential practices: 

  • Know how to listen 
  • Know how to explain 

In other words, agents must be willing to pay attention and detect exactly what is necessary to solve or satisfy. 

Second, they need to learn how to consider all the critical elements and data to detect the solution and land it with the receiver. 

Focusing on the details, taking notes and asking the client for a precise description are always effective methods.  

If we consider the importance of this element, we will have clarity on how to attend to any call efficiently. 

Image by Freepik

  • Patience and empathy: 

It is always necessary to remember that when taking a call, we are talking to a person, no matter the situation or the attitude. 

Whether we receive a positive or negative attitude, we must have the patience to understand that another person is at the other end, so we must be open to knowing where it comes from and how we can help. 

We could all find ourselves in a situation that requires assistance; now, even though we may find ourselves with a problematic person, professionalism and the willingness to show a: “hey, I’m here to help you” is the best defense weapon. 

These are two qualities that the training department at Redial teaches as a top priority, denoting constant results and genuine care. 

  • Love for tech 

It is imperative to be updated with new technologies and tools that can help us facilitate the operation and the customer experience. 

As an industry, BPO is constantly changing and adapting, so you must look out for people who are not resistant to change, are up to date with various technologies, and are willing to strengthen their knowledge. 

And we must not only consider the use of technological tools. Every day we witness the emergence of campaigns that manage digital products or media, so mastering how they work is necessary. 

Especially considering that the consumer experience trend is happening entirely online. Whether through omnichannel support, surveys, reviews, etc. 

Image by fancycrave1 from Pixabay
  • Organization: 

This ability is directly related to the skills and qualities mentioned. 

Through the organization, we establish a hierarchy of priorities fully adaptable to any specific situation. 

Organizing our processes and methods allows us to flow together, whether at the time of detecting the cause of a problem or a particular need. 

I enjoy witnessing the growth of many fellow agents who have demonstrated their leadership capacity and results through these skills and qualities. 

Fundamental bases that become key to growing personally and professionally. 

What do you think? Do you think this is what it takes to be a great agent? 

Thanks for reading our blog; if you want to see more articles, click here. 

Do you want to have the support of great agents and scale your business? We’d love to talk. 

Federico Castillo

5 Best Practices For Onboarding A New Client

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The introduction to the client and the onboarding process is fundamental since it establishes trust and proper management for a lasting partnership. 

Putting it another way, it is the first official “hello” that will determine the impression of both parties that are about to work together. 

It is also the moment when the process must follow each step with the client without leaving relevant information behind. 

Without a doubt, a moment of mutual emotion. They have already signed a contract and may be ready to execute their corresponding operations. Still, the important thing is not to rush and dedicate enough time to plan and execute innovative ideas to enhance the customer experience. 

This process has generated a lot of interest in me, starting from the welcome to the methodology.  

I appreciate the knowledge and information my colleagues have shared about good practices, which is why I dare to summarize five tips to consider on this blog. 

  1. Set up a meeting:  

It does not matter if it is remote or face-to-face (which in my opinion is always preferred), having an introductory session, not only to talk about business but also about the individuals behind it, is of great importance to establish a relationship based on trust and transparency. 

This opportunity can demonstrate our authenticity and values, generating a connection and sense of honesty with the people we are about to negotiate with. 

Image by tirachardz on Freepik

  1. Set real goals 

When we partner with another company or business, the main objective will always be to achieve results that benefit both parties. 

It is valid to wait for the scope of these results at different times, but it is worth emphasizing the importance of what I mean by real goals. 

Every entity has its limits and being aware of them, our resources and possibilities, will be vital to have a more precise understanding of the role they will assume and to achieve results with the possibility of scaling in the future. 

If we don’t accept our chances, we are only prone to disorganization and low expectations by not setting them early on at the meeting stage. 

  1. Highlight your team 

I never shy away from talking about the importance of appreciating and acknowledging your work team. In a process as important as onboarding, show off your team! 

Allowing them to present themselves to new clients, demonstrating their skills and relevant areas, not only shows the corporate structure but can also reinforce their sense of belonging. 

Above all, by giving them importance over interactions, including considering them for decision making and setting attainable goals. 

Image by rawpixel.com on Freepik
  1. Adaptability 

The industry’s ability to adapt to contemporary and future challenges through the different work methodologies and implemented tools. 

This capacity can be demonstrated from the onboarding process, either by mentioning past events or by the verifiable results to be projected at the moment. 

Include the processes and the necessary evidence that demonstrates how to overcome any adversity 

Without a doubt, emphasizing this quality demonstrates a competitive advantage. 

  1. follow-up 

Following up on any topic will always be necessary regardless of its scale or degree of importance. Although it is an introductory phase, the onboarding process will lay the foundations, policies, and way of working that will be passed on to other teams. 

Take notes & always send the report to your team. Even the smallest detail can make a huge difference. 

If you enjoyed our blog, we invite you to check out other articles. 

Do you want to know more about our services? Talk to us!  

Federico Castillo

Nearshore BPO and its key role in digital tools

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

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

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

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

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

Adaptability:  

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

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

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

Top technologies in the BPO industry:  

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

Media:  

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

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

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

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

Big Data & Cloud Services:  

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

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

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

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

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

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

Artificial Intelligence:  

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

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

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

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

Image by DCStudio

Final Thoughts:  

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

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

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

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

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

Federico Castillo

How a nearshore BPO impacts the brokerage business?  

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

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

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

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

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

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

Let us tell you how!  

The importance of omnichannel:   

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

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

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

Most influential brokerage services:   

The services with more presence and movement flow include:    

• Stock brokerage:   

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

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

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

• Credit & loans brokers:   

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

• Real estate brokerage    

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

• Insurance brokerage    

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

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

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

• Business brokerage:    

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

Final thoughts:    

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

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

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

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

Federico Castillo

Why establishing a culture of recognition programs & activities is important in a call center. 

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At this point, we all know that motivation and recognition of employees of any organization are essential to appreciate the talent and achieve results.  

But despite all these efforts, the high percentage of absenteeism, low or resignations is a phenomenon that still occurs in different organizations.  

That is why at Redial BPO, we have cleared this possibility and analyzed prevention ways to share a little of what has worked for us.  

To maintain an environment full of opportunities, aimed to achieve results from all areas.  

The difference between happiness and satisfaction: 

Exploring different articles and opinions, I found this recommendation, which I find very apt.  

On numerous occasions, the two are confused. They go hand in hand with positive emotions, but they are not the same.  

Why it can be answered through various elements and debates; in the end, I think we can summarize it by the difference manifested through the scope and timing.  

Happiness can be considered personal, but it can come in different ways, while satisfaction impacts our lifestyle. 

A key consideration could be combining both, providing a moment of happiness and satisfaction through the recognition of achievements and growth.  

  • Development of recognition programs 

Recognition programs are methodologies and strategies implemented by different organizations to highlight the performance and effort of individuals or teams.  

The organizational development department at Redial BPO has been responsible for implementing our recognition program: “Best Redialers” with three categories:  

  • Top Performer  
  • Best Improvement  
  • Rookie Of the Month  

These three categories (each with its specific characteristic) have proven effective in recognizing our redialers and motivating them to achieve different goals.  

They are given a diploma with their respective merit monthly and are considered to enter a raffle for different prizes.  

Promoting team building development by means of supervisors and teams for the practical realization of work activities.  

Something fundamental in the call center industry is constantly measuring our metrics and thereby surpassing the goals of our customers goals.  

  • Activities for BPO employees 

Our departments together have executed different events and dynamics to harmonize and present the company’s efforts to benefit our redialers.  

  • Raffles 

Yes, raffles in companies and organizations are a classic but a functional classic.  

Presenting the opportunity to give away products, devices, or, in some cases, services, providing a surprise effect for all participants.  

Not to mention the benefit assigned from the gift and the motivation that generates having the opportunity to participate.  

  • Characterization and decoration of workspaces:  

Every year, we host the Theme Up! event- in which they are given the opportunity for all supervisors, together with their team, to characterize themselves and their workplace.  

By selecting a popular culture property, this activity helps us develop leadership skills, teamwork & coordination, and creativity.  

Oh, and of course, have a whole day of fun!  

  • Summer Week:  

We research and select the year’s hottest week to run a whole week of raffles, activities, games, snacks, and food for everyone.  

This represents the dynamism that is part of Redial’s vision to promote internally and externally.  

We start with the first day: a fresh start. It consisted of delivering ice popsicles, a sweet that is customary in the summer season in Mexico.  

The second day consisted of everyone entering a raffle with their best summer outfit on workday.  

We continue with a middle snack day, with different sweets, chips, and snacks for everyone.  

We recreated our version of the famous Mexican game: 100 Mexicans said with… 100 redialers said! – Where we tested the knowledge and skill of our team.  

We ended the week by creating artistic pieces and traditional Mexican food, which everyone enjoyed.   

  • Final thoughts:  

Undoubtedly, the motivation and recognition of members, either from companies or organizations, are vital elements to reach their full potential.  

Although executing these types of rewards and activities represents an investment of resources, it is a return appreciated in performance and long-term vision.  

Want to learn more about organizational culture and why is it important? You can read more blogs here. 

Federico Castillo

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

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

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

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

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

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

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

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

  1. What does relocating to a nearby location represent?   

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

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

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

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

  1. Bilingual language and talent   

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

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

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

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

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

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

  1. Cost reduction:   

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

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

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

  1. Improvement in logistics and regulations:   

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

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

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

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

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

Final Thoughts:   

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

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

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

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

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

Federico Castillo

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

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

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

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

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

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

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

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

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

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

Delineating the areas of interest:   

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

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

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

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

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

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

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

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

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

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

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

Health care:   

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

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

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

Financial sector:   

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

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

Adopting different methodologies to strengthen and improve processes together.   

Retail:   

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

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

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

Hospitality & Travel:  

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

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

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

Final Thoughts:   

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

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

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

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

Federico Castillo

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

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Exploring the different industries and services that have benefited and enhanced the arrival of outsourcing, healthcare strikes as one full of many opportunities.   

Highlighting in recent years the capacity of the healthcare industry and the ways to offer outsourced services with professional and trained personnel in other countries.   

Is it possible? Trust companies with high-sensitivity data and management? Of course!   

With the right partner, companies can build beneficial relationships with other nearshore outsourcing companies, driven by their strategic position.  

Getting the right talent.  

Undoubtedly, one of the main challenges in both developed and developing countries are the ones presented in education systems.   

The school disappointment that causes dropouts, institutional failures, and lack of investment in effective programs are just a few that I could mention.   

But, as a result, we encourage the diversification of educational institutions and offerings.   

The offer of courses has become a subject of attraction from the different levels of education and preparation, mainly through available professional certificates.   

Becoming a variant, which, as analyzed in the Latin-American region, by one of its means, presents a high demand in the medical workforce.   

But we don’t just focus on the professionals in charge of the health care base.   

Analysts are also critical to managing all medical processes and the functioning of different actors.   

In addition, obtaining the required skills for analysts and data collectors does not necessarily require a professional or graduate study by presenting many processes to attend.  

Services to consider for the healthcare data analysts’ category:   

 There are many elements to consider if we would like to review the day-to-day of a healthcare data analyst.   

The variety of niches served by these professionals is wide, and their activities are fully capable of being performed by different means.   

Regardless of your specific business, outsourcing has allowed us to obtain professionals capable of attending to any process.   

From hospitals to pharmaceuticals, the need to optimize their systems of customer care and follow-up of clinical reports or studies is already here.   

Even the companies that are evaluating or collecting performance data by those previously mentioned and tracking logistics for sent medical supplies.   

A provider of these services offers these procedures and can analyze your current needs to recommend operational and technological alternatives.   

Based on your vision and organizational culture, objectives are set to expand your attention capacity within the sector.   

Real cases present opportunities.   

 We could study and verify the viability of new models of care, such as the digital hospital implemented in Chile, with the capacity to deliver: 

  • A fully digital service that delivers health information and services such as:   
  • Remote medical appointments   
  • Health and food advice   
  • Accessing Mental Health Care Plans by Call  

It could become an opportunity for both the public and private sectors. Generating more jobs for doctors and innovative and more comprehensive care routes.   

I personally believe that companies will take the most advantage over this type of digital health care initiative or cost coverage.   

Analyzing another mexican initiative case, the Sofia platform currently offers insurance services and significant medical expenses with the freedom to engage with the user’s budget.   

Introducing a fully functional remote customer care system and case follow-up.   

It is still in its stage of development and expansion at a national level. Regardless, it will be very exciting to see its offer of competitive services and the support it will have remotely from professionals. 

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Federico Castillo

How can BPO take care of healthcare services? 

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Healthcare services are fundamental, being an element of access to general well-being.   

An area currently facing major challenges such as increased costs, data management, and confidentiality.   

The resources distributed each year also represent a constraint by internal and external issues that exceed the capacities of related actors. 

The outsourcing of healthcare assistance has come as an alternative to combat this phenomenon and save resources, using them to improve tools and innovation.     

The role of BPO as a process facilitator:   

Lauren Soucy summarizes the competitive advantage facilitated by the BPO industry:

Outsourcing non-core work lets healthcare facilities and hospitals focus on their core competencies.   

We could guarantee that the various services, such as medical billing, data processing, and customer support, have more increasing requests per year.   

The correct management of these activated, with a center specializing in customer retention and obtaining performance indicators, enhances the reach of businesses.   

Benefits:   

Many consider that outsourcing is only passing activities to another country. But the constant innovation presented in the industry covers much more.   

I will start with the most discussed point: cost reduction.   

It is not surprising that this concept is one of the most promoted, but it is highly beneficial for the core competency approach and the improvement of communities.   

It has also represented an investment opportunity for employment generation in communities.   

Whether you need services for your group of hospitals, clinics, or insurance businesses, hiring a BPO company for healthcare services is fully adaptable.   

This is due to the provision of key services, which include:   

  • Lab reports and results.   
  • A follow-up to customer service.  
  • Consult to insurance details.  
  • Medical billing  

All these activities have total guarantees with complete security and certificates that ensure the competence of these businesses to attend to the nature of processes and data. 

We have reinforced this element in a specific certificate called HIPAA compliance, which ensures data protection for the patient.   

Cooperation with professionals is also helpful by contracting these same services with experts in the subject and openness to different approaches and training methods.   

Leveraging outsourcing for the healthcare industry benefits both – the patients and staff – in ways more than one. This is due to speed and efficiency.   

Consequently, diversification of service offerings and improved consumer experience may also arise.  

We can conclude that the healthcare business has support channels to facilitate its operations.   

It is necessary to emphasize the capacity discovered that other businesses could adapt to another by its infrastructure and approach to training.   

 
Did you find an aspect of interest? Talk to us, we can help you. 

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