Nearshore Call Center News - RedialBPO

What is a Call Center Service Provider?

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/

Want To Know What Is BPO (Business Process Outsourcing)?

February 10, 2021/in Business Process Outsourcing, Nearshore Call Center News, Uncategorized /by Veronica Mascareno

Businesses worldwide are continuously looking to improve their processes while ensuring that the cost involved is sensible enough to put things in motion, BPO Services are crucial in giving you the advantage you need in a competitive world.

When considering the next steps in growing your business, there are vital factors to put onto the table, easily accomplished by the right BPO Company and their services.

Business Process Outsourcing is used to enhance current processes, increase your current reach and take advantage of professional experience from years in the business to handle larger volumes of clients.

Most BPO Services involve the front-end, which focuses on servicing your clients, and back-ends, such as account handling, document processing, and financial reporting, with additional services available depending on your needs.

Looking for the right BPO partner ensures the savings are passed to you

When looking to expand, the cost is always a concern for businesses going through rapid growth; building a relationship with a BPO Company ensures that your operation can achieve the desired size without breaking the bank.

From the average cost for an agent in the US, which includes all costs involved in the infrastructure, support, and other expenses, and the average price for an agent with the BPO Company of your choosing, you can save approximately 40% of your operation cost.

This benefit in savings allows additional growth at a fraction of the price, without the need to invest in infrastructure or tools, which would put you at a disadvantage with the competition.

Furthermore, with the right partner, there can be added benefits in cost savings such as process improvement, tools to assist with the customer experience, multilingual agents, and general knowledge, which accelerates the outsourcing process.

BPO Services help put customer experience at the forefront

Inside the BPO Services available from your partner comes experience from years in the businesses, looking to hire the most experienced on the available pool on their location.

With this, your business has the immediate benefit of hitting the ground running, putting the best customer experience and knowledge available to you and your clients in every interaction.

Combined with a relationship that brings continuous improvement, years of experience in the BPO field, and knowledge fit for your business, a tailored experience can be built for you which fits all of your business needs satisfying you and your clients with every interactionNearshore BPO Companies have a hidden benefit with them, intimate knowledge of the culture, language, and trending topics of the United States, making every interaction feel like they are speaking to someone who can understand them.

With the right BPO company, you make rapid leaps in efficiency

A BPO Company brings additional benefits to your business; with knowledge being the primary focus, industry knowledge and experience can help improve the current business processes.

With the right BPO Services, there is the added benefit of having readily available multilingual agents that can serve a higher spectrum of clients for your business at a reduced price than an agent with the same skills in the United States.

Agents with experience in the field can handle larger volumes of calls, chats, and e-mails, avoiding extensive periods of training or preparation to reach the desired level; this includes tools, processes, and industry knowledge that puts a BPO Company at a considerable advantage.

The added benefit of increased efficiency in your process makes your culture and brand the first choice for your clients.

In turn, this helps build a large baseline of customers that will be satisfied every time they interact with your business through the BPO Company of your choosing, making them return every time for additional products and services.

To learn more about the benefits of having a multilingual partner we have an article that goes into detail on the subject which you can find here.

Reaching the desired markets and more

A business looking to grow must put its sight on new markets; this means up-and-coming markets or previously untapped markets ready for your products and services.

With the right BPO Services, you can rapidly increase your reach in different languages and cultures that the available agents will have a proper understanding of, making your customers feel appreciated and valued.

This also means handling multiple channels of communications and services that your clients will use for interaction, such as live chat or social media, or more traditional means like calls or fax, that in other circumstances would mean a complicated interaction.

Having a single BPO Company handle all of these processes means that you can continue to grow and manage your business while your partner continued to deliver with fast turnarounds.

Ensuring that processes are more efficient and resilient means that you and your clients always get what they need precisely when required.

These items put into perspective what Business Outsource Process is all about and how it can help your business put itself on the path for exponential growth.

Ready to make your business grow exponentially and get all the benefits with the right BPO Partner?

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.

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

Tijuana at the Heart of the American Nearshore

January 30, 2021/in Call Center, Nearshore Call Center News /by Veronica Mascareno

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.

January 15, 2021/in Call Center, Nearshore Call Center News /by Veronica Mascareno

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.

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.

^[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

Compare a Nearshore Call Center VS an Offshore Call Center

October 6, 2020/in Nearshore Call Center News /by Veronica Mascareno

In today worlds outsourcing is common practice, as the cost of your operation continues to raise and you are looking to stay competitive in a fierce industry where the first contact is key to ensuring a client or potential customer is satisfied you may be wondering: “What is my best option to outsource my Call Center needs?”.

At RedialBPO we have the answer for you, a Near Shore Solution is effective, both in cost and quality, moving your operation is seamless, and with our considerable expertise in the field, we can guarantee that there will be no impact in this process or quality of service.

You may now be thinking: “That’s great, but what’s in it for me, what does my business earn from moving to a Near Shore operation instead of outsourcing to an Offshore?”.

We would need to first define what is Nearshore and Offshore:

Offshore

A Call Center or entity located outside of your geographical location, that is outside of your current time zone by considerable jumps (e.g.: India or the Philippines).

Nearshore

A Call Center or entity located inside of your geographical location can also be inside your time zone or very close to it. (e.g.: Mexico, Canada, South America, the Caribbean).

We can ensure you that a Near Shore solution is far more competitive to any Offshore Operation currently in the market, we have built a list of key items for your consideration on why RedialBPO is your best option for outsourcing your Call Center needs to a Near Shore Solution.

6 Key Factors for Choosing a Near Shore Call Center

Mi Casa es Su Casa:

Our Tijuana Call Center is just five minutes from across the border, Tijuana has a long history of direct interaction with the California region which has gone for more than a hundred years and with a strong and growing culture of Call Centers and Contacts Centers Industry which has been ongoing for more than twenty years, this means there is experience across the board that can be leveraged.

Large Pool of Experience:

With that said, at RedialBPO we ensure that we only pick out the best of the best from the available pool, our hiring process screens every candidate by making an extensive check of their current skills and their abilities in the Call Center industry.

This is what makes us the Best Call Center in the region, ensuring that the English language, Customer Satisfaction, Cultural Compatibility, and previous experience in the field are some of the main qualities of every agent working at RedialBPO.

Prepare to scale your business

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Avoiding Culture Shock:

When we say that we are looking for Cultural Compatibility with all of our agents, our family at RedialBPO, we mean it. We look for people that are familiar with the language and culture to in order to avoid culture shock and barriers, bringing also the possibility of bilingual service, with English and Spanish, to your business at all times which can assist you in growing your market into a segment that currently covers approximately 14% of the population of the United States.

Service around the Clock:

Our main goal is to be there for you 24 hours, 7 days of the week, American and Mexican holidays have no impact on the availability of service while ensuring that be it a day, afternoon, or midnight someone is there to pick up the phone and deliver quality service with fast answers on every call.

Since we are inside the same global Time Zone as you this means that there is no need to make meetings, training, or other communication complicated or hard by putting awkward hours that may affect your operation when a critical item needs to be discussed or improved.

Ensuring you don’t break the bank:

Our costs keep your operation going and letting you grow as fast as you need in a very competitive market, with infrastructure that allows us to keep growing on par with your needs both in quality and service we can make sure that we have the right people, the right infrastructure and the right solution be it Inbound or Outbound in the fields of Telemarketing, Surveys, Lead Generation, Customer Service, Technical Support or other needs that you may require whenever you need them.

Key factors — *Nearshore vs Offshore. Differences*

Spearhead in the Business:

At RedialBPO we ensure that quality and delivery are always the main objectives of our service, by keeping all of our Agents updated with the best practices of the industry, giving them constant training, feedback and ensuring that quality is always beyond your expectations we ensure that your clients and customers are beyond satisfied with the call and making them a return for more of your service.

Making your business grow is our main objective when you choose us as your Call Center Near Shore Partner.

After reading all of these key items the next thing in your mind may be: “That is great, how can I make this happen so that I can grow my business and stay competitive?”

Learn more about services

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Best BCP contact center practices during the coronavirus

Most Important BCP Contact Center Practices Through the Coronavirus.

March 7, 2020/in Nearshore Call Center News, News /by Veronica Mascareno

I take no great pleasure in writing this blog but as one of the co-founders of an emerging nearshore call center in Tijuana, Mexico. I want to share my thoughts with friends and colleagues in the contact center community.

As we all look to fortify our contact centers against the coronavirus and ensure the health of our agents, I would like to share what Redial BPO has done in its Tijuana call center operations.

To be clear, what I will outline here are the steps that we believe are essential in preserving business continuity and driving long-term consumer satisfaction for our growing base of clients.

When the seriousness of the coronavirus became apparent, Redial BPO knew that we needed to take swift action. First, among the most important things that our leadership team decided was to make sure that our business continuity plan was as rock-solid and as relevant as it could be in the face of the current pandemic. This, alongside how best to deal with natural disasters, public security disruptions, and utility failures, Redial BPO added an element that considers seamless management through health care crises.

This plan is now in action. Some of the most important elements include the following:

We upgraded our PCI/HIPAA compliance and can help our clients with even more complex tasks, as the coronavirus means shifting growing volumes of work to our Baja call center.
As a means of reducing the chance of infection, Redial BPO has doubled the number of hand sanitizer stations throughout its Tijuana call center.
We have also ensured that we have a long-term supply of sanitizer on hand, should this crisis become drawn out;
Redial BPO has posted on its internal intranet best practices for hand washing and good hygiene and also posted posters in bathrooms and common areas.
Cleaning has taken on a new level at our Tijuana call center. In fact, Redial BPO has increased the frequency of cleaning in our operations, with all hotspots such as door handles and biometric sensors disinfected every 30 minutes;
Agents are no longer permitted to share headsets with each other or with supervisors. At the end of each shift, all headsets are disinfected.
Redial BPO has engaged the services of a fully licensed medical doctor, who is verifying the vital signs of agents prior to them entering the floor of its Tijuana call center as a way of identifying anyone who may need to be tested for the coronavirus.
Redial BPO has informed its agents that if they are not feeling well or showing any coronavirus symptoms, they are to leave for testing immediately. They will be paid until the end of that working day.

These are just some of the ways that Redial BPO is driving business continuity for our clients. We cannot pretend that this virus is simply a flash in the pan that will go away.

Everyone needs to do their part, and working to have the most sanitary nearshore call center facilities in the Baja region is just one way of going about it.

The only way to stop the spread of coronavirus is for call centers in each part of the nearshore and the rest of the world to find the most thorough methods to keep operations clean and agents safe.

When this crisis is over, I expect that more call centers, whether outsourced or in-house, will be updating their business continuity plans to reflect on how to deal with a pandemic. In the meantime, I share what Redial BPO has been doing, hopefully to the benefit of anyone who is interested.

I welcome your thoughts and questions. We are all in this together, ready to get started?

South Africa in Redial BPO’s Cross-Hairs?

December 6, 2019/in Nearshore Call Center News /by Veronica Mascareno

I recently returned to the US from a whirlwind tour of the outsourcing industry in South Africa, a trip that really marked me personally and professionally.

South Africa clearly brings a host of opportunities for an expanding company like Redial BPO, given the complementary nature of our Tijuana-based business model with more far-flung offshore delivery.

More on that in a bit, but first some background on the visit itself.

A few months ago, industry analyst and friend of Redial BPO Peter Ryan contacted me with an interesting proposal – a familiarization visit to South Africa. It would comprise site visits in Johannesburg and Durban, as well as attending the country’s industry association conference and gala.

Considering Redial BPO’s ongoing expansion, the chance to see a new potential delivery point seemed like a good idea. So, in late November, I was off on my first trip to Africa.

The Journey Starts

After a series of flights that originated from San Diego, I landed in Johannesburg’s international airport ready to learn more about this exciting opportunity. Two days in South Africa’s busiest city were punctuated with a tour of SOWETO and an inspirational visit to the Harambee Youth Employment Accelerator, which uses impact sourcing to find labor for the contact center sector. It provided a chance to see a few local outsourcers in action, and also network with local BPO executives.

Flying to Durban a couple of days later, the action really kicked off with the annual BPESA GBS Summit, attended by both South African and global contact center executives.

It offered people new to the country a good sense of what the future holds for this offshore location.

A few takeaways were quickly apparent to me. The first is the warmth of South Africans, and how that comes across in the services space. From the time that I landed, I felt a great sense of sincerity in every interaction.

English skills are also very apparent. With English being the dominant language across South Africa, servicing US consumers from South Africa is a real possibility.

It’s also interesting to note that South African offshoring for the UK and Australia has been happening for years, proving the value of this business model.

Does This Could Be A New Beginning?

The good news is that this can be done in large numbers. One of the biggest challenges we see frequently in many English language support locations is a small workforce, which means higher costs related to labor.

South Africa has more than 50 million people, many of whom live in major cities. This is a good talent base to draw from, which I saw with my own eyes on many occasions.

And the fact that it has a first-rate industry association, run by executives that really know the business and who can lobby for the best possible business environment, also means a lot.

So, where does this leave Redial BPO in terms of South Africa? Well, it is still early days. But, I am pleased to report that I forged many great relationships during my week on the ground in Johannesburg and Durban.

Team of crisis managers solving businessman problems. Employees with lightbulb unraveling tangle. Vector illustration for teamwork, solution, management concept

With so many South African outsourcers looking to get into the US market, Spanish-language capabilities are crucial and have never been so important.

This is why partnering with Redial BPO is an excellent way for this hungry BPOs in South Africa to make headway into the US.

Equally, with Redial BPO expanding the way we are, working with a partner in South Africa to provide English- language skills at the ready have the potential to be a strong way forward.

Fact is, as a US / Mexican operator, Redial BPO is constantly looking for value-driven opportunities. After my visit, South Africa certainly appears to fit that bill.

Mexico Call center nearshore is one of the most attractive reasons for US start-ups to choose as nearshore call center option.

Mexico is the Customer Experience Support for American Start-US.

November 4, 2019/in Nearshore Call Center News /by Veronica Mascareno

Mexico call center nearshore experience support for American Start-Ups

A lot is happening with US start-up companies gaining more traction with customers in the current commercial climate. This is exciting stuff. America’s bright entrepreneurs have more opportunities than ever.

But, success for start-up firms is not easy, and everything needs to fall into the right place in order for them to succeed.

Certainly, good administration and business development are important, but one of the most important critical success factors relates to customer experience management.

This is where a good nearshore call center strategy based out of Mexico makes a lot of sense for American start-ups. Driving efficient outcomes with great service levels at excellent value is where Mexican nearshore call centers outstand.

One of the biggest pressures that any emerging business faces are making sure that their expanding base of customers is served in the best possible manner, ensuring that repeat business and growing share of wallet is the result.

This is where nearshore call center delivery from Mexico comes into play.

Cost Advantage

Cost is one of the most attractive reasons for US start-ups to choose this nearshore call center option. American businesses will save a significant amount of their customer’s experience operating costs by working with a Mexican-based nearshore call center.

Consider that the US economy’s current levels of growth have led to some of the lowest unemployment rates in history; this is driving up costs for domestic contact center labor and in many cases making it unaffordable.

Mexico can be less than half the price per hour, which over the long run will save American start-ups a considerable amount that can be re-invested into their own expansion.

Mexico’s labor force quality is also:

An attractive reason for US start-up executives.

Mexican agents eat, sleep and breathe American culture, products, and services.

This has instilled a great understanding of what US customers need, as well as a willingness to go the extra mile in either Spanish or English. In the end, this helps new American businesses cement relationships with their customers.

Another reason US start-ups should work with a Mexican nearshore call center is the chance to engage with fellow entrepreneurs.

Mexico has one of the most diverse groups of locally-operated customer experience delivery sectors anywhere in the world, meaning that American start-up owners are able to source quality service at great prices, and they can work directly with business people that understand the nuances and challenges of starting being an entrepreneur.

This results ins more empathy and better relationships between the provider and the client thereby ensuring smooth delivery of the contract and a solid partnership over the long term.

Proximity

Accessibility to be considered by any US start-up executive.
Mexico’s nearshore call center industry is among the easiest to get to for American businesspeople.
Very few major centers in the US are more than a 5-hour flight to equivalent cities in Mexico.
A short drive for executives based closer to the border.
Contrast this with other offshore options, like India or the Philippines, which require over 24 hours on a plane, along with jet lag.
Same time zone.

Quite simply, Mexico saves busy start-up executives quite a lot of valuable time.

Running a start-up is never easy, and sourcing the best possible customer experience delivery has no price. Nearshore call centers from Mexico provide the American entrepreneur the agility, value, and accessibility that they need to grow their own businesses sustainably, without the worries and stresses of domestic delivery or the time sacrifice of sites halfway around the world.

US Customer Experience is a Bilingual Affair

September 23, 2019/in Nearshore Call Center News /by Veronica Mascareno

Nothing is more fascinating than a look at how the United States is evolving as a consumer market so as And, the changes can be tracked across a wide variety of demographics. None, though, has been as pronounced as the growth of the US Spanish-speaking population. While this trend has emerged over the past two decades, it is clear that companies across verticals continue to grapple with its impact on how they manage end-users.

But one thing is certain – an English-only strategy will not work either today or in the future. So, enterprises must decide how they will ensure a supply of Spanish and English front-line talent and start operations with a bilingual BPO contact center.

Why You Should Offer it?

A good starting point in this discussion is to look at the US Hispanic population using a few key statistics. Consider the sheer size of those that count themselves among this community, which the US Census Bureau places at nearly 60 million. This is a submarket roughly the size of the United Kingdom or Italy! And what should not be ignored is its increasing buying power. Household incomes for members of the US Hispanic community have continued to rise over time, a trend that appears to be ongoing.

Logically, this means more consumption of services and products by American Hispanics, which will require a variety of support by agents at BPO contact center that is adept in Spanish. But language is just one thing that BPO contact center executives need to consider in this dynamic.

Taking into account how US Hispanic community members differ from other demographics is very important in how they interact with enterprises. For one, the service culture is different. Those with experience in the American BPO contact center space will speak of how agents have longer interactions with callers speaking Spanish (which tend to be much more conversational), compared to those who choose English.

Equally, the need to service this community digitally will be a major factor in the coming years. This is because of the higher amount of time spent online by US Hispanics than the overall population, coupled with the fact that the majority of US Hispanics are under 30 years old. Brands will have to be better at tailoring a digital strategy to this Spanish-first community.

Expansion opportunities Nearshore

This raises the question around the best business model to service the US Hispanic community, and BPO contact center professionals should take into account some hard realities. The first of these is that onshore delivery simply is not viable, with low unemployment rates in the US driving up labor costs. This is notwithstanding that domestic bilingual delivery has traditionally been more expensive than English-only.

Equally, there is offshore. Realistically though, the main locations overseas servicing the US (Philippines and India) have small numbers of Spanish speakers. That takes this option off the table. The bpo contact center nearshore is really the only choice for US enterprises, and the closer to the US the better.

This is why Mexico–the country to which most US Hispanics trace their ancestry–retains so much interest among buyers of BPO contact center services. Not only is it closer than any other country in the nearshore, but the understanding of US commercial and popular culture cannot be compared in any other part of the region.

The variety of delivery points in Mexico is important, too. US consumers can be supported from as far south as Mexico City, all the way to Tijuana, which borders California (where bilingualism is also pervasive).

Bottom line – the US is no longer an exclusively English play, and enterprises need to get serious in supporting Spanish as a business line. To avoid this reality is to simply lose business over the long term.

outsourcing customer service is not a threat

Outsourcing Customer Service is The Best Choice

June 6, 2019/in Nearshore Call Center News /by Veronica Mascareno

Outsourcing customer service can be the best decision for your company in every way. It will do its best to fulfill the customer service needs and to leave them with a positive experience about your brand.

Working as a customer service representative is a hard job and we’re a specialist to deal with your customers.

Definitively the outsourcing of a call center is a trend that is increasing.

Most can see them as a threat and, it is not, here the best service it’s provided and, that is why it is the best for the satisfaction of the clients and to provide a good experience since this step is fundamental for their customers.

It is a choice based on a good strategy, and hiring a BPO can save on administrations and operations. Customer service is not something to be taken lightly, and a call center is in charge of doing it in the best way.

Benefits of Outsourcing Customer Service nearshore

Providing customer service in more than one platform to reach your market it will make your customers feel more appreciated and will give the right impression that your company cares for their needs and opinion.
Outsourcing Customer service nearshore saves money it allows you to take care of the larger investment of a call center such as facilities, equipment, operations and staffing all for a lower cost per service fee
More language options All our employees have a strong understanding of US culture with many receiving education in the US to develop both their language and writing skills to relate to the lifestyles and requirements of the customers they interact with.
Top technology and resources.
Infrastructure and software tools are expensive for any in-house team. Redials customer service nearshore priorities are to invest in the technology that allows us to reach out and communicate to your customers using the latest tools available.
Quality Control. More personal working means a significant reduction in response times. With monitoring tools in place, you are able to have the peace of mind knowing that your customers are taken care of. Redial staff will make sure that your clients’ needs are being met.

With a call center nearshore service, we’re dedicated to reducing your organization’s labor costs by providing essential day-to-day services through professional administrative personnel.

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!