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Jason & Chris Heil

How Redial Will Take BPO Services To New Heights In South Africa 

April 14, 2023/in Business Process Outsourcing, News /by Jason & Chris Heil

As a growing company, Redial is always looking for the best opportunities not only to provide top-quality BPO services but also impact the communities where we operate.  

So, when we are taking a big decision like the new operations site, we want to feel confident that every party will be satisfied.  

Last year we published a little teaser about the possibility of choosing South Africa as the new destiny for Redial to operate, but a few weeks ago we proudly made it official!  

Redial will begin operations this year in the beautiful city of Johannesburg, in South Africa. So, in this blog, we will talk about the incredible factors and our vision to take our services to the next level.  

Working and doing business with the pros 

Since we started, we have focused on providing great service, working alongside people that fits our culture of personal and professional growth and a sense of community.  

Taking that into consideration, we were delighted to meet BPESA (Business Process Enabling South Africa).  

A non-profit company that works with multiple regional and strategic partners to promote domestic and international investment for business process outsourcing in an offshore destination.  

They not only understand the call centre business, but they also truly understand how important it is for us, to provide great service and to contribute to the best practices.  

So, they have guided us into skills we should focus on and give important perspectives about the new market that we are facing.  

Impacting the local community 

To provide equal job opportunities and deliver them to the local talent, we are working with the platform SAYouth.  

This platform promotes job openings focused on young adults so they can get professional opportunities, learn skills and provide support to increase their profile.  

Getting into offshore operations:  

The country’s well-educated workforce and top infrastructure for BPO operations will help us continue deliver specialized services for multiple companies within multiple industries like finance, healthcare, hospitality and many more.  

Therefore, this opening will also allow us to make more calls in less time, leading to better customer engagement and higher revenue. 

Another great element to consider is the incredible English skills from locals.  

As previously pointed out by our friends and partners from Ryan Strategic Advisory, the King’s English’ accent is a competitive advantage. 

In addition to these benefits, Redial also aims to positively impact agent morale. We have automated repetitive tasks that allow agents to focus on more value-added activities, such as customer engagement and problem-solving. 

Our recognition programs and team dynamics have always been on top of the industry.  

One of our main objectives has been to differentiate from other call centers by actually caring and motivating our team members.  

We have accomplished this by recognizing our top performers, by different means and activities with high scoring internal surveys that we conduct periodically.  

This will not be any different in Johannesburg.  

Final Thoughts: 

All of this doesn’t come by itself. Over the years we have relied on a fantastic team of administrative staff, client experience executives, organizational development experts and of course, operation agents that helped make Redial what it is today. 

This is only the beginning of our vision to position Redial as a global outsourcing service provider and help companies in different regions such as North America and Western European clients.  

Thanks for reading our blog, we have many more right here on this section if you would like to learn more.  

You want to know how we can help? Let’s talk.  

Jason & Chris Heil
Jason & Chris Heil

Jason & Chris Heil are the founders and managing partners of Redial BPO.

https://redialbpo.com/wp-content/uploads/2023/04/BLOG-BANNER-REDIAL-AFRICA_BLOG-BANNER.jpg 300 800 Jason & Chris Heil https://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.png Jason & Chris Heil2023-04-14 10:00:242023-04-14 10:05:32How Redial Will Take BPO Services To New Heights In South Africa 
Best BCP contact center practices during the coronavirus
Cynthia

Most Important BCP Contact Center Practices Through the Coronavirus.

March 7, 2020/in Nearshore Call Center News, News /by Cynthia

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?

https://redialbpo.com/wp-content/uploads/2020/03/Covid-Portrait-880x450-1.jpg 450 880 Cynthia https://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.png Cynthia2020-03-07 21:36:002022-04-19 15:38:13Most Important BCP Contact Center Practices Through the Coronavirus.

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