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Federico Castillo

Must have skills & qualities for any contact center agent 

October 11, 2022/in Business Process Outsourcing, Customer Service, Customer Support /by Federico Castillo

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

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

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

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

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

 
Communication skills: 

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

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

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

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

  • Know how to listen 
  • Know how to explain 

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

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

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

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

Image by Freepik

  • Patience and empathy: 

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

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

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

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

  • Love for tech 

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

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

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

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

Image by fancycrave1 from Pixabay
  • Organization: 

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

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

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

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

Fundamental bases that become key to growing personally and professionally. 

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

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

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

Federico Castillo

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/2022/10/BLOG-BANNER-11.png 301 801 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-10-11 14:55:252022-10-11 14:56:22Must have skills & qualities for any contact center agent 
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? 
Jason Heil

Assisting Hospitality Business Challenges Through a BPO.

June 28, 2022/in Business Process Outsourcing, Customer Support, Omnichannel /by Jason Heil

We are still in a post-pandemic recovery process where different industries have faced great adversities. One of them is the hospitality industry.   

Travel restrictions, the suspension of several businesses, and panic, in general, were just some factors that led to the cut of 50 million jobs globally.   

This figure made me think about the importance of unity and the necessary preparations to ensure the safety of all.   

I am also motivated to explore the challenges to consider and how they can help us develop alternatives to maintain times of prosperity.   

The overall impact on operations:   

The hospitality industry has faced a global impact in all its functional pathways, from the workforce, covering all service and administration areas, to destinations.   

In times of recovery, it is natural to seek and recover investments at cost reduction, with projections of effectiveness.   

A business provider that handles different specialized services will be crucial in maintaining consistency and tracking all processes.   

Necessary to meet the demands that will gradually arise within the hospitality services market.   

We can point to this as a new opportunity to innovate business models and strengthen the digitization of the industry.   

Improvement in operational processes.   

Leaders and companies constantly analyze the most efficient ways to obtain results through different teams and channels.   

A culture that motivates the workforce and generates alliances with other actors that tie with it, providing positive contributions.   

The alignment of cultures has become fundamental in a multilateral scenario, in which companies with a vision of expanding their market run.   

Recognition of your leaders:   

Recognizing all team members, aside from the company or industry, is essential. Motivation is key to achieving any goal.   

But those who cannot be ignored are the leaders. Those who stand out and show interest in personal and professional growth will become critical elements.   

I always get excited when I share success stories in Redial, because, beyond the benefit we could get from delegating activities, your staff growth is a sign of the opportunities that are appearing.   

So, if we recognize this talent, we retain more individuals who can help us optimize processes and rescue the sector’s attraction.   

Use of digital tools.   

As a result, incorporating tools that allow these processes will give agility in the attention of the different media.   

Coupled with these benefits, providing a quick general care service, hosting, and administration improve the consumer experience.   

These digital services provided by different platforms or contact centers have maintained the opportunities to stand out in the market and retain customers.   

When the customer receives friendly and specialized care, we have more chances to ensure their return by receiving help throughout the process.   

We can see it from the customer’s perspective, generating or regaining the confidence to take their trips for personal or business reasons.   

The least you could expect would be not only quick attention, but you would also expect all the digital channels mentioned to facilitate your experience from purchase to arrival.   

Rates:   

The rates offered directly from hotel companies’ websites, or intermediary platforms will be one of the most determining points for the market.   

The diversification of experiences and prices will be even more observed and demanded, so having trained staff to answer any questions and be able to persuade will be invaluable.   

Final thoughts.   

I believe that no industry is exempt from the need to be up to date in terms of technological innovation.   

The offer of digital services and attention by omnichannel media will no longer be; they have been necessary for the last decade to improve the consumer experience.   

Sharing vision and objectives with partners and reducing costs without sacrificing service performance and effectiveness is a plus point that BPO businesses will have an advantage due to its multidisciplinary nature.   

Would you like to know more about Redial and how it can help your hospitality business? We have all the tools to help you. 

Jason Heil
https://redialbpo.com/wp-content/uploads/2022/06/BLOG_HOSPITALITY_BLOG-BANNER.jpg 302 796 Jason Heil https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Jason Heil2022-06-28 16:48:552022-06-30 21:23:30Assisting Hospitality Business Challenges Through a BPO.
Benefits of Omnichannel Customer Support
Luis Olvera

Benefits of Omnichannel Customer Support

March 18, 2022/in Customer Service, Customer Support, Omnichannel /by Luis Olvera

There is a way to keep clients engaged and loyal through every interaction; this includes a highly focused detail on the service provided, which can be easily achieved through omnichannel customer service.

It is no secret that 90% of clients have consistent channels while 75% of online customers expect assistance within 5 minutes[1]; these numbers put it upfront that integrating omnichannel customer support in your business is a game-changer.

Here are five items to look at which give insight on the benefits of omnichannel and what you can obtain from implementing it across your business.

At the forefront of knowing your customer

Data is everything in the 21st century; it helps us understand trends and can create efficient models that assist you in tailoring campaigns and focusing on specific demographics through sheer interaction.

Omnichannel customer support also helps put all the data in one place, regardless of the customer’s communication method. This allows every interaction to understand what is needed and how it can be provided in the shortest possible time.

To further put the customer at the center stage, understanding previous interactions and any issues they had in the past allows for rapid defusal of challenging situations and creates an immediate positive experience, turning a dissatisfied customer into a part of your loyal client base.

Omnichannel customer service gives you what you want wherever they are

In the past, one of the main challenges of customer service was putting everything into one place; transferring a customer around could mean long wait times with no information available from the previous interaction.

Complicating matters further, other channels would not always provide the same information, broadening the customer experience entirely and opening the gap for customer dissatisfaction, and ending their interaction right there and then.

With omnichannel customer support, the possibilities are endless, be it by phone in another country, through their smartphone through an app, a fax that ends up connected to other channels, or via live chat on a laptop from the other side of the world.

This method empowers the client to make the right decision and helps your business maintain a loyal baseline.

Making the customer experience feel unique with every interaction

As we have mentioned before, data is everything to ensure you understand your customers at every step of their experience, making it faster and more efficient for them to get exactly what they want.

Through omnichannel customer support, it is easier for your customers to find other products or services they may be interested in, getting the correct answer and opening opportunities for an upsell for other items that fit right into their current interests.

With thorough, continuous training, the right customer service partner helping you build a great customer experience, and omnichannel customer service, the possibilities for growth open up considerably.

All roads lead to real-time customer support…

Numbers talk heavily regarding the importance of time on every interaction, with 79% of customers preferring live chats when looking to obtain an immediate response for their needs, with live chat showing the highest customer satisfaction rate at 92%.

These numbers continue to grow as time moves on, and Covid-19 continues to affect businesses worldwide, with the integration of omnichannel support being more important now than ever to make all gears move simultaneously when interactions are happening elsewhere.

This means that even though there is a more significant number of customers looking to receive live-chat support at any given time, there may be situations in which clients will need to interact through other means, making it essential that the average response time is kept as low as possible to ensure that interactions are held at the same level.

…And excellent customer experience

Customer retention continues to be an essential factor. Customer experience shines intensely, as it costs businesses worldwide seven times more to acquire a new customer than to retain an old one.

To top all of this off, omnichannel customer support is a key to ensuring that the customer experience is always kept as a priority during interactions and ensuring that these build a strong, loyal baseline that makes the business grow and thrive.

To further the considerations, numbers also speak volumes when pointing that 86% of customers are willing to pay more if there is a great customer experience involved[4], making it the strongest priority by far for any business to ensure this happens every time.

Final thoughts

The battlefield is set, and the evidence shows that customer experience continues to be king; the use of omnichannel customer support has become the most obvious way to ensure that this is set to the highest possible standard for every interaction.

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.redk.net/en-GB/insights/omnichannel-approach-impact-customer-experience/

[2] https://99firms.com/blog/live-chat-statistics/#gref

[3] https://www.markinblog.com/customer-loyalty-retention-statistics/

[4] https://www.superoffice.com/blog/customer-experience-statistics/

Luis Olvera
https://redialbpo.com/wp-content/uploads/2021/03/Benefits-of-Omnichannel-Customer-Support.jpg 300 795 Luis Olvera https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Luis Olvera2022-03-18 14:27:002022-09-26 15:55:37Benefits of Omnichannel Customer Support

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