AI CUSTOMER SERVICE
Valeria Flores

How Does AI Impact Customer Service in Call Centers?

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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.

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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.
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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

How Call Center Outsourcing Improve Advanced Collections Service

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

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

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

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

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

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

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

Expectations of outsourced a nearshore call center:

BASIC CONVERSATIONAL SKILLS & VOICE TECHNIQUES

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

LOWER COSTS AND HIGHER REVENUES

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

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

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

INCREASING SATISFACTION

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

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

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

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

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

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

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

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

What is a Call Center Service Provider Woman Smiling
Luis Olvera

What is a Call Center Service Provider?

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

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

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

How does a Call Center Provider work?

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

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

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

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

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

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

Do I really need a Call Center Services Provider?

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

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

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

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

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

Choosing the right Call Center Provider

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

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

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

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

Why you need us

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

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

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

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

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

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

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

3 Things to Look for in an Outsourcing Partner Cover
Luis Olvera

3 Things to Look For in An Outsourcing Partner

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Final thoughts

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

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

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

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment. If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

Tijuana at the Heart of the American Nearshore
Luis Olvera

Tijuana at the Heart of the American Nearshore

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

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

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

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

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

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

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

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

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

Mexico is a pioneer

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

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

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

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

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

Call centers in Mexico The Real Value Of Nearshore Call Centers
Luis Olvera

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

The 4 Essentials of online Retail Customer Service Portada
Luis Olvera

The 4 Essentials of Online Retail Customer Service

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Retail is the key to every business in the market looking to make a profit, be it business to consumer or business to business.

As retail has evolved throughout the years so has the method used to deliver sales and customer service.

In 2021 we know that by 2023 at least 300 million shoppers will be doing their purchases online, adding to this the fact that the average consumer in the United States produces revenue of 1804 USD per year.

Additionally from 2016 to 2021, the number of online buyers has increased considerably, from 1.66 billion to an expected 2.14 billion.

With these numbers in mind, it is no wonder why businesses around the world are switching to eCommerce to turn an additional profit from their products and services.

But products and services require exceptional online retail customer service and below are four key factors that make up an exceptional experience that will produce returning customers on every sale.

How Do You Support Online Customers?

There are different methods to interact with online customers, be it through e-mail, live chat, or social media, in some instances customers may also contact the business through the phone.

From numbers provided by a study in 2015, it is notable that customers have a 42% higher preference on using live-chat to email, standing at 23%, or social media, which stands at 16%.

These methods allow for the customer to have different methods of interaction with the business that will have the same answer in the shortest amount of time possible.

Online retail customer service, number-wise, continues to rise in the global market as the key player for providing the customer with the right answer in the fastest possible time.

This interaction also helps with saving the sale as well as providing additional products or services which may be of interest to the customer.

Create An Exceptional Customer Experience

Customers expect to have the right answer to their questions, a quick turnaround, and an interaction that makes them a returning customer.

Achieving exceptional customer experience opens the door for the business to create a loyal customer base, expanding the brand of the business and culture.

With the increase in smart devices and faster internet, it is no wonder why clients keep looking at online solutions to have their needs met, both for purchasing and support.

Additionally, online retail customer service shines in this area by the percentage of positive interactions found in this area.

Numbers show that there is a higher satisfaction rate, online chat standing at 73% while email stands at 61%, from every action performed.

A study performed by PwC also shows that out of 15000 customers 1 out of 3 will abandon the brand from one bad experience, 92% will completely abandon the company after two or three negative interactions.

It is no wonder why businesses invest more in customer service as the key factor of increasing and retaining brand loyalty.

Rethinking your day to day operations.

Omnichannel Support

While businesses continue to grow and offer additional options for customers to get the answers, there are different ways to achieve this.

Online retail customer service can provide two methods to achieve the same goal, multichannel support, and omnichannel support.

The most common way for interaction is through multichannel support, providing different methods of interaction for the client as they prefer.

The second method is omnichannel support, a process that allows the customer to have a seamless experience regardless of the channel they have chosen for their needs.

One of the key factors that make omnichannel a better option over multichannel support is the mitigation of frustration customers feel when having to repeat their questions and needs.

Number speak for themselves, 89% of customers will have their experience tarnished by having to repeat the same process over with a new representative.

Make Every Customer Contact Experience Unique

Another important factor for every interaction is making these tailored to every customer.

This can be achieved through different methods and tools that the business can obtain which will help increase satisfaction at every turn.

Some of the most common factors that will produce an exceptional customer experience are:

  • An omnichannel support platform, making escalations or additional interactions faster and easier
  • Continuous training for all online customer service representative
  • Multilingual support for the regions in which the business interacts
  • Support for customers with limited hearing or seeing

As a final number for consideration, a study in 2017 undertaken to understand this need revealed that at least two-thirds of businesses surveyed compete solely on customer experience.

With these key factors and numbers, are you looking to expand your business into providing the best online retail customer experience?

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[1] https://optinmonster.com/online-shopping-statistics/

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

[3] https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing

[4] https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing

[5] https://www.pwc.com/future-of-cx

[6] https://www.superoffice.com/blog/omni-channel-customer-service/

[7] https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey

How to choose the best Outsourcing Call Center partner in Mexico
Luis Olvera

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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Why Does Every Bank Needs a Customer Service Call Center
Luis Olvera

Why Does Every Bank Need A Customer Service Call Center

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

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

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

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

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

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

Rethinking your day-to-day operations.

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

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

Flexibility in Operations

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

Call Center as an investment

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

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

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

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

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

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

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

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

Why Your Company Needs a Billingual Call Center Woman with Headset
Luis Olvera

Why Your Company Needs a Bilingual Call Center

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

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

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

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

Rethinking your day to day operations.

Offering a Branded and Personalized Service

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

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

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

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

Lowering Abandon Rates

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

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

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

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

Retaining Existing Clients

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

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

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

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

Increase Brand Loyalty

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

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

Final Thoughts

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

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

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

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

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

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