How to Choose the Best Outsourcing Call Center Partner in Mexico

January 4, 2021/in Call Center /by Veronica Mascareno

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.

Why Does Every Bank Needs a Customer Service Call Center

Why Does Every Bank Need A Customer Service Call Center

December 15, 2020/in Call Center, Customer Service, Uncategorized /by Veronica Mascareno

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?

Learn more about services

Request Now

^[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

Why Your Company Needs a Bilingual Call Center

December 1, 2020/in Call Center /by Veronica Mascareno

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.