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Federico Castillo

How a nearshore BPO impacts the brokerage business?  

August 25, 2022/in Business Process Outsourcing, Call Center, Omnichannel /by Federico Castillo

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

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

https://redialbpo.com/wp-content/uploads/2022/08/BLOG_BROKERAGE_COVER.png 303 797 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-08-25 21:05:082022-08-25 21:58:03How a nearshore BPO impacts the brokerage business?  
Federico Castillo

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

August 19, 2022/in Business Process Outsourcing, Call Center, Work Culture /by Federico Castillo

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

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

https://redialbpo.com/wp-content/uploads/2022/08/Recognition-culture-BANNER-WORDPRESS-FINAL-2.jpg 729 1920 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-08-19 22:38:062022-08-23 21:06:08Why establishing a culture of recognition programs & activities is important in a call center. 
Federico Castillo

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

August 8, 2022/in Business Process Outsourcing, Call Center /by Federico Castillo

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

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

https://redialbpo.com/wp-content/uploads/2022/08/Outsourcing-to-Mexico-BANNER-01.png 729 1920 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-08-08 23:33:342022-08-08 23:34:12Outsourcing  to Mexico: 4 things to consider if you are relocating your company
Federico Castillo

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

July 1, 2022/in Business Process Outsourcing, Call Center, Customer Support /by Federico Castillo

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

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

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

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

Getting the right talent.  

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

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

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

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

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

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

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

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

Services to consider for the healthcare data analysts’ category:   

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

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

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

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

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

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

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

Real cases present opportunities.   

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

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

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

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

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

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

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

Thank you for reading our blog! Did you find something interesting or wish to know more about us? Click here. 

Federico Castillo

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

https://redialbpo.com/wp-content/uploads/2022/07/MicrosoftTeams-image-15.jpg 483 1228 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-07-01 22:52:042022-08-04 17:15:22Outsourcing your healthcare data analysts & services, is it possible? 
Federico Castillo

Hacks To Achieve The Best Results In Insurance Through BPO.

June 30, 2022/in Business Process Outsourcing, Call Center /by Federico Castillo

We know how insurance companies have become important tools that have protected us from unforeseen events.   

Considering the scale this industry can cover, it is good to have key alliances to ensure proper management of all types of processes.   

With the necessity to provide top-notch service to consumers that constantly demands a proper experience.  

From all kinds of medical and mechanical expenses, from surgeries to burnt car repairs (which happened to me once), they are helpful, and it is good to have such protection.   

That is why we are concerned about mentioning possible hacks you can apply to your company and expand your insurance capacity.   

Establishing models of operation with the ability to strengthen the capacity of the insurer and highlight the product as a significant acquisition.   

Satisfying your customers through a BPO for the insurance industry amid a competitive market.  

Maintain efficient insurance processes:   

As one of the most regulated sectors derived from handling sensitive data and transactions, processes must be efficient through trained personnel and tools.   

Delegating management or customer service activities represents an opportunity to increase operational capabilities at reduced costs.   

These same processes can become tedious for the customer, consuming time they don’t necessarily want to waste.   

For this reason, users’ attention must be reinforced through kindness and professionalism to attend to each eventuality in a personalized manner.   

Digitalization of insurance policy:  

Insurance companies must not resist change.

Therefore, no matter what vision or scope you want to reach, your customers deserve the best tools and facilities for any procedure.   

This resistance is natural because technology constantly changes, but with the right team, this can be used to benefit and even introduce more facilities.   

Digital transformation is inevitable and necessary to renew obsolete systems.   

Consumers notice when the company’s service, processes, and media are outdated.   

A negative factor that can cause disgust and zero attraction for the product’s contracting.   

Having digital applications in which different processes can be performed besides managing all the information of interest to a quick reach have been one of the best tools implemented.   

The contact centers have been one of the most requested means of communication to date, having staff trained to solve problems or situations that merit specialists.   

Also, media such as live chat have proved competent for situations that do not necessarily have to scale a person. Either query or data entry.  

The help that BPO industry can provide:   

Improvement in consumer experience:  

Consumers expect a good experience and service when purchasing and paying for a specific product.   

Have the support of agents trained to deal with many cases and establish metrics.   

Its ability to become an extension of the brand has allowed mastery over the service and in general, a positive impact on the experience.   

Collection and payment tracking services.   

Companies must have a team capable of analyzing and determining financial aspects that relate to the consumer.   

Clarification of policies:   

Such requests are constant, as they protect both the company and the user.

Necessary to avoid misunderstandings but demands an effective system to clarify doubts.   

Final thoughts:  

I have had a positive experience with different insurers and have found myself in different situations.   

But I share the need for this industry to keep up with innovation. After all, we look for more facilities through competition and different rhythms of life.   

Outsourcing activities for insurance companies present opportunities to expand the reach of wellness with accessibility.   

Did you find anything interesting, and would you like to read more articles? visit our blogs.   

Interested in applying these hacks with a partner who shares your vision? Talk to us!   

Federico Castillo

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

https://redialbpo.com/wp-content/uploads/2022/06/BLOG-BANNER-INSURANCE.jpg 303 797 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-06-30 15:53:472022-07-07 21:36:22Hacks To Achieve The Best Results In Insurance Through BPO.
Luis Olvera

7 Things to Know Before Outsourcing Call Center Services in 2022

April 6, 2022/in Business Process Outsourcing, Call Center /by Luis Olvera

Growing your business goes hand in hand with ensuring the best, fastest, and most efficient customer experience. To ensure growth at a fraction of the cost, outsourcing your call center needs is an efficient method.

It has become clear that customer experience is now the dominating factor in ensuring that businesses stay relevant with their products and services; Microsoft stated in their 2019 survey that 95% of their clients defined customer loyalty through excellent customer experience.

Zendesk also reported in 2019 that 84% of the customers surveyed marked customer experience as a decisive factor in establishing a relationship with a business to acquire products and services.

Since these numbers continue to become more critical, primarily when customers are restricted to their homes due to the Covid-19 Pandemic, ensuring that your call center team’s growth goes hand in hand with customer experience is the most vital factor to investigate.

Moving forward, outsourcing call center operations to a nearshore partner

Reaching your goals can be done by leveraging the outsourcing call center services provided by a BPO, Business Process Outsourcing partner.

The right BPO partner will have the knowledge and experience to assist you in front and back-office operations, reducing your expense footprint while providing you with the right solutions.

When considering outsourcing call center services, you should evaluate which parts of the operation can and should move to your BPO Partner, either inbound or outbound calls. Be it a small or more significant portion of your operation, when handled by the BPO Partner, turning a cost center into a revenue center.

The appropriate BPO Partner will help you in this critical decision-making, ensuring that the transition is seamless and as transparent as possible to key stakeholders who oversee handling the call center operation’s essential tasks.

As mentioned previously, another clear benefit from outsourcing your processes come from the savings on your operation, reducing infrastructure, HR payrolls, bills, and taxes which the BPO world translates to at least a 50% and up to 70% reduction in the general cost of your operation.

money

Who should be outsourcing call center operations, and why is it important?

The move is clear and straightforward to the larger set of businesses worldwide; outsourcing to the right partner is a sure way to ensure your company can maintain an excellent level of customer experience at a fraction of the cost.

For startups and SMB, Small and Medium Size Businesses, this decision may not be apparent when multiple factors affect the business’s growth and reach. Still, a clear decision to outsource call center operations before rapid growth has started can help remove a considerable strain on fledgling businesses.

Your BPO Partner can provide support through e-mail, live chat, phone, or a combination of these that can be associated all through omnichannel support; the options are dependent on the business’s assessment.

One final consideration to perform stands in the field of return of investment; while smaller businesses can sense outsourcing call center services as a considerable expense, the return of investment becomes substantial when providing the right customer experience to an ever-growing loyal baseline of clients.

Regardless of the size of the industry you serve, the right BPO Partner can ensure that outsourcing call center services becomes efficient and, in the mid-term profitable, upholding your values and making your brand shine with every interaction your clients make.

The leverage of the right partner can also ensure that cultural and linguistic barriers are cut and kept to a minimum, putting your clients in a comfort zone when making critical decisions during the purchase of a product or service.

With the integration of multilingual customer support agents, it is also possible to give support to larger sectors interacting with your business in their language and understanding tendencies and culture, raising the bar for customer experience with a tailored experience.

Final Thoughts: Living the BPO experience through Redial BPO.

Choosing the right partner with the necessary experience in customer service and a deep understanding of your industry can be complex and challenging when considering offshore partners who are not in your time zone, show a cultural barrier, or do not understand your business field.

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://info.microsoft.com/rs/157-GQE-382/images/2018StateofGlobalCustomerServiceReport.pdf

[2] https://d1eipm3vz40hy0.cloudfront.net/pdf/The_Zendesk_Customer_Experience_Trends_2019.pdf

[3] https://customerthink.com/call-center-outsourcing-pricing-around-the-world/

Luis Olvera
https://redialbpo.com/wp-content/uploads/2021/04/7THINGS-copy.png 300 795 Luis Olvera https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Luis Olvera2022-04-06 15:07:002022-09-26 15:55:087 Things to Know Before Outsourcing Call Center Services in 2022
Why U.S. Call Centers Should Have Bilingual Agents
Luis Olvera

Why Call Centers In The U.S. Should Hire Bilingual Agents.

March 30, 2022/in Call Center, Tijuana Call Center /by Luis Olvera

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

Luis Olvera
https://redialbpo.com/wp-content/uploads/2021/03/Why-U.S.-Call-Centers-Should-Have-Bilingual-Agents.jpg 300 795 Luis Olvera https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Luis Olvera2022-03-30 03:37:002022-09-26 15:55:20Why Call Centers In The U.S. Should Hire Bilingual Agents.
AI CUSTOMER SERVICE
Valeria Flores

How Does AI Impact Customer Service in Call Centers?

March 24, 2022/in Business Process Outsourcing, Call Center, Customer Service /by Valeria Flores

Artificial Intelligence is process automation, which is the configuration of computer software to emulate human interaction in digital systems, creating robots that capture data, provide feedback, and communicate with other systems.

If you’re interested in outsourcing your customer service campaigns to develop a more efficient and effective experience for your clients, this is the perfect first step!

Nearshore call centers help reduce operating costs and increase the quality of service with state-of-the-art technology.

Brain with digital circuit and programmer with laptop. machine learning, artificial intelligence, digital brain and artificial thinking process concept. vector isolated illustration. Free Vector

Why should I be interested in outsourcing call center services with AI?

AI is a virtual system that can perform high volumes of transactions, working without any interruption 24/7.

Being highly configurable, the AI can perform the same tasks faster and more efficiently, freeing human labor to develop other charges such as decision making, analysis, and innovation.

How is AI used in Call Centers?

  • Predictive Call Routing
  • Interactive Voice Response (IVR)
  • Conversational AI
  • Emotional Intelligence AI
  • AI-Powered Recommendations
  • Call Analytics

    Artificial intelligence (AI) takes the intelligent routing and makes it even more innovative. Now call center agents can route inquiries based on additional criteria, such as customer personality and information gleaned from previous contacts.
Robot studying cloud technology through magnifier. artificial intelligence, machine learning, cloud computing, robot thinking concept. vector illustration isolated Free Vector

These are some essential points and benefits that you can consider for your business:

  • Increased productivity and fewer cost overruns
  • Outreach
  • Data collection management
  • Automation
  • Document and report generation
  • Mailing
  • Highly transactional processes.

Nearshore call centers with AI are customizable to business rules, consequently used in response through its technology and security for management and control of monitoring in each phase.

We are eliminating human error.

Using AI in call centers aims to improve the customer experience and relieve human agents of time and energy spent on simple requests.

Matching a customer with the right agent at the right time can do a lot to optimize efforts.

Ultimately, AI can automate simple tasks, deliver in-depth analysis, and help agents reach a faster response time, better first-call resolution, and more satisfied customer service agents who have the tools to do their job better.

Developers building, testing and deploying chatbots on platforms. chatbot platform, virtual assistant development, cross-platform chatbot concept Free Vector

Is it possible to replace agents entirely in the future?

We don’t believe this question cannot be answered precisely, just with a yes or no answer only. In a way, artificial intelligence can handle repetitive and simple calls by being automated.

It helps agents because it gives them time to handle more sophisticated calls.

But in some ways, this can reduce the volume of calls to live agents and affect the number of reps needed in a call center.

Here at REDIAL, we recently implemented new technology to our services; the AI service is a workforce platform that would help us do more with our resources and delight the customers.

  • Fuel revenue growth
  • Retain more satisfied customers
  • Manage compliance and risk
  • Drive operational efficiency at scale

We have the infrastructure to support any industry and make the transition as smooth as possible.

We are committed to helping businesses achieve their goals with cost-effective nearshore outsourcing solutions.

To know more about our full-service support and get a quote, click this link!

Valeria Flores
https://redialbpo.com/wp-content/uploads/2022/03/AI-IMPACT-CALL-CENTERS-BLOG.png 302 797 Valeria Flores https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Valeria Flores2022-03-24 18:17:032022-05-10 17:10:53How Does AI Impact Customer Service in Call Centers?
Valeria Flores

How Call Center Outsourcing Improve Advanced Collections Service

March 15, 2022/in Call Center, Collections service, Tijuana Call Center /by Valeria Flores

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

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

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

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

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

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

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

Expectations of outsourced a nearshore call center:

BASIC CONVERSATIONAL SKILLS & VOICE TECHNIQUES

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

LOWER COSTS AND HIGHER REVENUES

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

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

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

INCREASING SATISFACTION

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

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

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

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

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

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

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

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

Valeria Flores
https://redialbpo.com/wp-content/uploads/2022/03/adv_collections_blog_banner.png 302 797 Valeria Flores https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Valeria Flores2022-03-15 14:37:162022-03-30 18:11:29How Call Center Outsourcing Improve Advanced Collections Service
What is a Call Center Service Provider Woman Smiling
Luis Olvera

What is a Call Center Service Provider?

February 24, 2021/in Business Process Outsourcing, Call Center, Nearshore Call Center News /by Luis Olvera

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/

Luis Olvera
https://redialbpo.com/wp-content/uploads/2021/02/What-is-a-Call-Center-Service-Provider.jpg 300 795 Luis Olvera https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Luis Olvera2021-02-24 15:44:002022-05-02 19:22:27What is a Call Center Service Provider?
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Recent Posts

  • Why U.S. Call Centers Should Have Bilingual AgentsWhy Call Centers In The U.S. Should Hire Bilingual Agents.March 30, 2022 - 3:37 am
  • What Makes A Great Outsourcing Partnership (and even friendship) February 2, 2023 - 8:44 pm
  • The New Age of Outsourcing: How Technology, and AI are Changing the Game January 25, 2023 - 5:24 pm
  • How to keep your operations costs low January 17, 2023 - 5:58 pm

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