Just returned from my first trip to London and my first-ever conference! Elder and I had the opportunity to attend the CX Retail Conference last week. The purpose of our trip was to introduce Redial BPO at the CX Retail meetup and to the UK market.
After two days of networking, we were thrilled to meet industry leaders interested in learning more about Redial BPO and how we are helping our current clients succeed. I would say that our mission was accomplished!
The event exceeded my expectations, especially as someone new to the business development world. The conference was amazingly organized, with incredible speakers and hosts who shared invaluable insights into customer experience. I had the chance to meet many inspiring CX leaders and hear their perspectives on using AI to optimize the client’s experience without replacing the human touch.
This is particularly important since the main reason for customer disloyalty in the UK is poor service and a lack of personalized experiences. AI can help with many tasks, like basic T1 support or simple questions, but it’s essential not to replace human interaction in customer service.
It’s great to be part of a company that uses AI to enhance our processes instead of relying 100% on it. We use AI to help our new team members (Redialers) reduce their onboarding learning curves by providing hands-on experience before they start interacting with real clients. This makes them much more productive from the beginning.
Our QA staff benefits from timely feedback, helping our agents increase CSAT scores. We also use AI to help our new clients create efficient training programs, reducing training time and identifying areas that need more focus. The potential is HUGE! As Elder says, AI is not our enemy; we just have to learn how to use it effectively and I truly believe that.
Overall, I am very grateful for the opportunity to learn more about networking from the best, Jason Heil and Elder Gonzalez, and for everything I learned at the conference. I am super excited about what is to come for our Redial team now that we have opened the doors to new horizons in the UK.
https://redialbpo.com/wp-content/uploads/2024/07/Blog-UK-Experience-July-2024-01.jpg6251667Mary Pachecohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngMary Pacheco2024-07-25 14:25:132024-09-02 12:34:08The UK Experience – Events and Summits
Outsourcing can offer numerous financial benefits for businesses. Here are some key advantages:
Cost Savings:
Labor Costs: Outsourcing to countries with lower labor costs can significantly reduce expenses related to wages, benefits, and payroll taxes.
Operational Costs: Lower costs for office space, utilities, and equipment in outsourced locations can further reduce expenses.
Economies of Scale:
Outsourcing providers often have specialized expertise and can operate more efficiently, achieving economies of scale that individual businesses might not be able to.
Variable vs. Fixed Costs:
Outsourcing can convert fixed costs (like salaries for full-time employees) into variable costs, allowing businesses to pay only for the services they need when they need them.
Capital Investment Reduction:
By outsourcing non-core functions, businesses can avoid significant capital investments in infrastructure, technology, and equipment.
Focus on Core Competencies:
Outsourcing non-core activities allows businesses to focus resources and capital on their primary revenue-generating activities, potentially increasing profitability.
Access to Global Talent:
Outsourcing can provide access to a global talent pool, which can be more cost-effective than hiring locally, especially for specialized skills.
Scalability and Flexibility:
Outsourcing offers the flexibility to scale operations up or down based on demand without the financial risk associated with hiring or laying off employees.
Risk Management:
Outsourcing can help mitigate financial risks by spreading them across different geographical locations and leveraging the expertise of outsourcing partners in managing specific functions.
Improved Cash Flow:
Reduced operational and labor costs, along with more efficient processes, can lead to improved cash flow and better financial health for the business.
Tax Advantages:
In some cases, outsourcing to certain countries can offer tax benefits or incentives, further reducing the overall financial burden.
These financial benefits make outsourcing an attractive option for many businesses looking to optimize their operations and improve their bottom line.
https://redialbpo.com/wp-content/uploads/2024/07/banner-v3.jpg300800Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-07-10 11:59:282024-09-02 12:09:48Outsourcing Can Transform Your Finances
In today’s diverse workplace, including LGBTQ+ individuals are crucial for both ethical and strategic reasons. Here are key benefits of fostering LGBTQ+ inclusion:
Enhanced Employee Well-being and Productivity
When LGBTQ+ employees feel accepted, their job satisfaction and productivity improve. Authentic self-expression at work leads to higher engagement and commitment.
Broader Talent Pool
Inclusive companies attract diverse talent, driving innovation and improving problem-solving capabilities.
Promoting inclusion helps comply with anti-discrimination laws and aligns with ethical business practices, reducing legal risks and promoting a harmonious workplace.
Innovation and Creativity
Diverse teams bring unique perspectives, fostering creativity and driving business growth.
Importance of Inclusion and Open-mindedness
Inclusion and open-mindedness are vital for a thriving workplace. Celebrating differences encourages unique viewpoints and enriches workplace culture, driving the company forward.
In summary, LGBTQ+ inclusion enhances employee well-being, expands the talent pool, improves corporate image, ensures legal compliance, and drives innovation. Fostering an inclusive and open-minded workplace leads to sustainable success and a positive societal impact.
At Redial, we recognize the importance of having a diverse group of people working with us. We believe that fostering an inclusive and open-minded workplace leads to sustainable success and a positive societal impact.
https://redialbpo.com/wp-content/uploads/2024/06/Blog-LGBT-1.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-06-28 08:15:322024-09-02 12:31:46The Importance of LGBTQ+ Inclusion
Mexico has a direct link to the US in more than just the economic aspect, besides the North American Free Trade Agreement (NAFTA). The strategic location, skilled and culturally related workforce, and cost-effective solutions are a few of the advantages of working with US number 1 foreign direct investment (FDI).
Time Zone Compatibility:
Real time answers for customers and collaborations between the head office and the outsourced tech team or IT agency. Reduces super early morning meeting or super late nights, minimizing the necessity to establish meetings to far in advance, the compatibility can make socializing a little more organic and natural.
Cost Savings:
Due to the lower labor cost, technical staff and reduce transportation expenses Mexico becomes a great option for a partnership. The closeness grants companies to oversight the high level of quality on their operations. The 1,954-mile land border with the US makes it a key market for international business, taking advantages of traveling time for equipment is also an advantage, a transportation of goods can take 6 to 12 days depending on the size, from New York to Mexico, and the same shipment can take up to 35 days.
Cultural affinity:
These a few dominant aspects of Mexican business culture like personal relationships, loyalty, and strong hierarchy. Time and effort are invested in networking process and is not done without intent. The influence of the US in Mexico is in the large number of multi-national companies, is an example of the adaptability of Mexico in the customer service aspect.
Skilled Workforce and Education:
a growing pool of skilled professionals, particularly in different fields like CS, IT, and business process outsourcing (BPO). Many of universities and technical institutes in Mexico offer degree programs relevant and tailored to the needs of the outsourcing industry. This effectively ensures access to a talented workforce able to deliver high-quality customer service solutions
These are just a few of the benefits that make Mexico a nearshore destination, the solution that is appealing and enhances the customer experience, while minimizing operational complexities and keeping a high level of service quality.
https://redialbpo.com/wp-content/uploads/2024/05/Carrusel-Why-Mexico-07.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-05-22 11:52:252024-09-02 12:35:02Why Mexico? Your Nearshore Solution.
At Redial we realise the value of cultivating mental wellness for all our Redialers. Promoting mental health and wellness among our colleagues is not only crucial for their well-being and productivity; it creates an awareness and a focus on overall wellbeing. Ultimately, we strive to ensure that our Redialers thrive is all areas of their life.
By focusing on key strategies, we are able to simply and hopefully effectively support their well being journey. Some of the strategies are:
Provide Mental Health Resources:
Offer access to counseling services, helplines, or mental health professionals for confidential support.
Training and Education:
Conduct workshops or training sessions on stress management, resilience building, and techniques for maintaining work-life balance.
Encourage Breaks:
Encourage regular breaks during shifts to prevent burnout and allow agents to recharge. Implementing short mindfulness exercises during breaks can also be beneficial
Supportive Environment:
Foster a supportive work culture where agents feel comfortable discussing mental health concerns without fear of stigma or judgment.
Recognition and Appreciation:
Recognize and appreciate agents for their hard work and achievements regularly. Feeling valued can boost morale and motivation.
Encourage Social Connections:
Facilitate team-building activities or events outside of work to encourage social connections and foster a sense of belonging.
Feedback and Communication:
Maintain open channels of communication where agents can provide feedback and feel heard regarding their workload, work environment, and overall well-being.
By implementing one or more of these strategies, Redialers can feel supported, motivated, and better equipped to manage the demands of their roles while prioritizing their mental health and wellness.
If you are in the US and you or someone you know is struggling or in crisis, help is available. Call or text 988 or chat 988lifeline.org. You can also reach Crisis Text Line by texting MHA to 741741.
If you are in Mexico and you or someone you know is struggling or in crisis, help is available. Call 800 911 2000.
https://redialbpo.com/wp-content/uploads/2024/05/Revive-Wellness-Carrusel-April-2024-06.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-05-16 15:09:472024-09-02 12:16:02ReVive Wellness: Focusing on mental health.
As a business owner or a CEO is important to ask certain questions to get a clear picture of what you are hiring, in the case of a Nearshore service, here we have some key questions to ask your next outsource provider.
What are the benefits of outsourcing our call center services?
Outsourcing call center services offers businesses the opportunity to optimize costs, access specialized talent, enhance scalability, and focus on core competencies, ultimately leading to improved customer experiences and increased operational efficiency.
We go from 5 agents to 50+, AI training brings down the learning curve for new agents, there are just a few. Read more of Benefits of Nearshoring.
Why should we consider nearshore outsourcing specifically?
Nearshore outsourcing combines the benefits of proximity (Mexico), cultural affinity, language proficiency, and reduced risk, making it a compelling option for businesses looking to enhance operational efficiency, improve customer service, and achieve cost savings while maintaining close collaboration with their outsourcing partners.
How do we ensure quality and consistency in service when outsourcing to a nearshore call center?
To ensure quality and consistency in service when outsourcing to a nearshore call center, focus on clea CSATs, comprehensive training (AI assistance training being the best), regular performance reviews, robust quality monitoring, effective communication, and cultural alignment.
These measures help maintain high standards, address issues promptly, and foster collaboration between your organization and the nearshore team.
What security measures are in place to protect our sensitive data when working with a nearshore call center?
Nearshore call centers employ secure network protocols, data encryption, access controls, compliance measures, and employee training to protect sensitive data, one of the most important aspects that we offer, for the safety of our partners is On-premise contact center, this secures a controlled and secure space for data.
They also undergo regular security audits and adhere to industry regulations, ensuring data confidentiality and integrity.
How can we ensure a smooth transition when outsourcing our call center services to a nearshore partner?
To ensure a smooth transition when outsourcing call center services to a nearshore partner, focus on thorough planning, clear communication, detailed documentation, comprehensive training, and ongoing support.
Establish clear objectives, timelines, and responsibilities, and develop a transition plan outlining migration processes and technology integration. Collaboration, transparency, and alignment between both parties are key to minimizing disruptions and achieving a seamless transition.
If we, as a partnership, ensure a comprehensive transition plan, training, clear expectations and open communication, the transition to an outsourcing call center service is expected to be easy.
https://redialbpo.com/wp-content/uploads/2024/05/Banner_01_v4@3x.jpg13503600Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-05-02 15:26:282024-09-02 12:11:03Call Center Outsource: Questions to ask a Nearshore service
Nearshoring offers businesses proximity and cost savings, access to skilled professionals, streamlined legal compliance, operational flexibility, and enhanced customer satisfaction. These benefits make nearshoring a compelling option for optimizing operations and delivering exceptional customer experiences.
Proximity and Cost Savings
By outsourcing operations to nearby countries with lower labor costs, businesses can enjoy easier communication, travel, and collaboration while reducing overall expenditure. This proximity fosters stronger working relationships, facilitates frequent face-to-face meetings, and ensures quality standards are maintained.
Additionally, decreased transportation costs and overlapping time zones enhance cost-effectiveness, making nearshoring an attractive option for businesses seeking operational efficiency and financial savings.
Quality, Expertise, and Cultural Compatibility
Nearshore locations offer a blend of skilled professionals and cultural compatibility, enhancing customer satisfaction. Access to experienced professionals, especially in industries like call centers, ensures high-quality service delivery and effective problem-solving.
Nearshoring facilitates better understanding and adaptation to the cultural nuances of the client company’s target market. This alignment fosters smoother communication, increased trust, and stronger brand loyalty, ultimately enriching the customer experience.
Legal and Regulatory Alignment
This alignment reduces compliance risks and ensures adherence to relevant laws and regulations, thereby mitigating legal challenges and potential disruptions to business operations. Additionally, similar legal environments can streamline processes such as contract negotiations, intellectual property protection, and data privacy compliance.
Operational Flexibility
We offer operational flexibility, allowing companies to scale their operations more efficiently in response to market shifts and business demands. Leveraging existing infrastructure and resources in neighboring countries enables quick adjustments to capacity requirements without significant upfront investments.
This agility enhances the company’s ability to adapt to changing market dynamics, seize emerging opportunities, and remain competitive in the industry.
Customer Satisfaction
Shorter distances and reduced transportation lead times contribute to faster response times and improved order fulfillment, meeting customer expectations for prompt service delivery. Moreover, cost savings achieved through nearshoring can be reinvested into enhancing customer experience initiatives, such as personalized support, innovative solutions, and value-added services.
Each of these factors contributes to the attractiveness of nearshoring within the call center industry, offering numerous benefits for both call center providers and their client companies. By strategically leveraging nearshore locations, businesses can optimize their operations, drive efficiency, and deliver exceptional customer experiences while remaining cost-effective and competitive in the global marketplace.
https://redialbpo.com/wp-content/uploads/2024/04/Carrusel-Benefits-of-Nearshoring-07.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-04-25 11:49:022024-09-02 11:58:53Benefits of Nearshoring with Redial BPO
In the last few days, we have witnessed relevant news about the trilateral relationship between Canada, the United States, and Mexico.
Considering these regional leaders’ different agendas and future projections, presenting various concerns among the three actors is valid.
By establishing a relationship of many years, they highlight the opportunities that can be taken in different industries, potentially improving social and economic conditions.
The role of the United States-Mexico-Canada Agreement (USMCA):
Formerly known as the North American Free Trade Agreement (NAFTA), the overall objective of the agreement was to strengthen the trade-economic relations of the three countries.
Becoming USMCA (USA)-CUSMA (Canada)-T-MEC (Mexico)in 2020, to update the treaty in the face of contemporary challenges and offer alternatives with a focus on:
Agriculture
Offer of better jobs
Intellectual property
Strengthening the automotive sector
This undoubtedly became an opportunity to explore the benefits of companies specializing in nearshore outsourcing services.
Generating more jobs by expanding different operations to reduce costs, ensuring quality.
Delineating the areas of interest:
Canada and the United States have been clear with their goals within the energy sector, particularly with clean energy and private investment.
The discussions have been controversial due to what many have commented as a course for nationalist politics, limited by the positions of different members of Congress.
One might consider that such an industry stands out as the main topic of the moment, but there is much more that can be explored.
Researching the interests that could apply, it is essential to emphasize the diversification that could present in strengthening different industries.
Why these sectors? -Both in Canada and the United States, the primary investments are in the energy, manufacturing, and mining sectors.
Diversifying these investments could represent an increase in scope for the production of different companies and the commercial strengthening & generating employment.
In the case of Canada, 39.7% of Canada’s direct investment went to mining, 23% to energy (electrical), 15.6% to transport and mail, 13.5% to manufacturing, 10% to financial services, and the rest to others.
In the case of the United States, apart from remaining the primary investor in Mexico, we noticed a slight change in investment behavior.
It predominates 48.9% destined in the manufacturing sector, 16.2% in financial services, 10.7 commerce, and 5.2% in accommodation, among others. (Mexican government data).
These data stress that efforts to apply for joint work in the diversification of the industries mentioned above could be increased.
Without minimizing the importance of the work done, only emphasize the opportunities that can be presented.
Health care:
Following the challenges of this sector among North American leaders, expanding these services through the care of the budget and attention is a significant avenue of support.
As we have mentioned, outsourcing data analysts and monitoring hospital processes are entirely possible.
Complementing the possibility of these processes by personnel via outsourcing and customer service is recognized in Mexico as a tremendous competitive advantage before the market.
Financial sector:
Regardless of their sizes, banks, tax relief, and financial companies require exceptional treatment for all their customers.
Partnering with a provider with experience in this type of care and all the tools and infrastructure represents various opportunities.
Adopting different methodologies to strengthen and improve processes together.
Retail:
Businesses engaged in this type of trade have realized the importance of digitization and market expansion internationally.
A large part has been possible with the arrival of digital tools that have optimized the inventory and sales processes increased by e-commerce.
The attention and monitoring of sales will always play an integral role in the consumer experience.
Hospitality & Travel:
Investment and alliance among hotel chains in the region are an area of interest for the supply of jobs and tourism between countries.
After the post-pandemic recovery, awareness among people interested in looking for tourist destinations and diversification for experience packages will be significant.
More efforts could be coordinated in the planning and promotion of aerial routes, along with airlines and local governments, to develop tourism.
Final Thoughts:
Considering the recent disagreements, the potential and capacity represented by a geostrategic relationship such as that of Canada, the United States, and Mexico should not be overestimated.
Although we do not discredit the efforts made over the years, we believe that opportunities are presented daily with the growing multicultural interest among societies.
Are you ready to take the next step and improve your customer experience?We’d love to talk.
https://redialbpo.com/wp-content/uploads/2022/07/BLOG_RELATIONSHIP_MEX_US_CAN-BANNER-1.webp303797Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2022-07-22 22:08:442024-09-02 08:33:26Relationship between Canada, US & Mexico. Could companies take more advantage?
Mexico Remains the Best Nearshore Value in the Americas
The contact center services industry is more prone to flavors of the month than even the most popular ice cream brand. In the view of Redial BPO, there is huge value in consistency. This is the case when it comes to Mexico as a delivery point for American consumers and the enterprises from where they buy goods and services.
Of late, there have been rumblings that Mexico may have had its day, and that other CX destinations in the American nearshore are ramping up to take its place. So, let’s be clear – Mexico, perhaps the most established contact center market in this hemisphere, is going nowhere except upwards.
As an American businessperson who has been operating in Mexico for a few years now, I understand that the current political situation on the southern side of the border may be a bit perplexing. The federal administration has made certain moves and pronouncements that range from distracting (who won that plane?) to disruptive. That said, this is not exclusive to Mexico.
One of the reasons for Mexico’s BPO resiliency is the country’s legacy as a contact center delivery destination. Mexican CX operations have two decades or more experience in service delivery to US customers, and this has helped develop a strong customer management industry alongside one of the best industry promotion bodies anywhere in the world.
International companies look to Mexico as their go-to in the nearshore because CX is done to a high-quality standard, which is a hallmark of Mexican outsourcing.
The basis of this quality is rooted in language skills. I may be biased, but I challenge anyone to find the same level of English-fluency in large volumes elsewhere in the nearshore that can be sourced in Mexico. Redial BPO has been able to capitalize on this with its location in Tijuana, a major metropolis where bilingualism is part of the city’s DNA.
But, this dynamic is found throughout the country, which is why so many outsourcers have been able to set up shop here to service American clients. They do at a significantly more affordable cost than in the US, but that is competitive with the rest of the nearshore.
You may get the sense that I am proud to operate in Mexico. Redial BPO is excited to be servicing our clients from the Baja peninsula, both with agents in our two centers and from their residences.
We have made Mexico our base in the drive to deliver the best CX possible to our growing client base. We are also actively pursuing new options in northern Mexico to service our American clients.
This makes good business sense, and it helps with driving business continuity for our enterprise partners. As we see it, the possibilities that Mexico affords are endless from a customer management angle.
Tijuana A Major Bilingual Metropolis
Don’t just take my word for it. Mexico’s popularity was quantified in the last Ryan Strategic Advisory Front Office BPO Omnibus Survey.
Globally, enterprise CX decision-makers ranked Mexico as the 6th most popular offshore delivery destination in the world out of 50 country choices. In the US, Mexico was 5th most popular.
What the future holds for CX in 2021 and beyond is unclear. Consumer priorities are always changing, and outsourcers need to adapt. But, what is not changing is the requirement for solid, reputable, value-driven country options that can deliver for American end-users. Mexican CX is bigger than politics, and it is here to stay!
Tijuana is the fourth largest city in Mexico, sharing the largest land border in the world with the United States and California, with an approximate crossing of 120,000 vehicles, 63,000 pedestrians, and 6,000 trucks per day.
Large Recruitment Pool
With a rapidly growing population, colleges offer English as a Second Language as a requirement for graduation and technical education focused on providing world-recognized customer service.
Talented People
Currently, inside the Baja region, it is estimated that there are thirty thousand people employed in the nearshore call center industry.
A Bilingual and Bicultural Tradition
The people employed in the nearshore call center industry have lived inside the United States for years, giving them the added benefit of understanding geography, culture, language, tendencies, and other details that other call center regions do not benefit from.
Cost Advantage
The average weekly salary for nearshore call center agents stands at three thousand to four thousand Mexican pesos, an average of one hundred and fifty to two hundred dollars per week, which is fifty percent cheaper than the minimum wage inside the United States.
Proximity
This makes it one of its biggest advantages for the Baja Region when considering a nearshore call center partner, with a 15-minute trip by car will get you across the border and to the location where the call center is located in.
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.
RedialBPO
is an experienced and innovative
nearshore call center in Mexico
orientated in helping companies like yours, find skilled and qualified team members for your vacant positions.
We offer staffing solutions for businesses. Our knowledge and passion for what we do, set us apart in the world of headhunting and recruiting GET A QUOTE.
Find out about our services, we welcome the opportunity to connect! We’re ready to help you! RE-THINKING YOUR DAY-TO-DAY OPERATIONS!
https://redialbpo.com/wp-content/uploads/2021/03/WhyTijuanaIsTheBestOptionForNearShore_Featured.jpg300795Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2021-03-05 14:35:002024-09-02 11:30:56Why Tijuana is the Best Option for Nearshore
