Federico Castillo

Why Empathy Is Important In Call Centers

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Call centers are a vital part of many businesses, providing a direct line of communication between customers and companies.  

However, working in a call center can be a challenging job. Employees must handle a high volume of calls, often dealing with frustrated or upset customers.  

Empathy is a crucial skill in these situations that can help call center employees to build better customer relationships and improve overall satisfaction. 

Therefore, it becomes the ability to understand and share the feelings of others.  

In a call center setting, empathy means listening to a customer’s concerns, acknowledging their feelings, and responding in a way that shows that you care about their experience.  

But not only to the customers, but also your team that helps you achieve the results client’s demand.  

This skill is especially important in scenarios where customers are not having a good time, such as when they are experiencing a service interruption or have an issue with a product they purchased.

So today, we are going to discuss why empathy is important. Especially in call centers.  

There are several reasons why empathy is important in call centers. Here are a few key points: 

  1. Builds trust and rapport with customers. When customers feel that their concerns are being heard and acknowledged, they are more likely to trust the company and feel positive about their experience. 
  1. Improves customer satisfaction. Customers who feel that their concerns are being taken seriously and handled with care are more likely to be satisfied with the outcome of their call. 
  1. Can defuse difficult situations. When customers are upset or frustrated, showing empathy can help to calm them down and create a more positive interaction. 

At Redial, empathy is an essential support for its company values.  

The values of reliability, empowerment, integrity, and loyalty all tie back to the idea of treating customers and the team with care and respect.  

How does it support Redial company values: 

Reliability: When a customer has a problem, it’s important to show them that we take their concerns seriously and will work to resolve the issue quickly.  

It can help to reassure the customer that we are reliable and will follow through on our commitments. 

Empowerment: When a customer feels heard and understood, they are more likely to feel empowered to take action or make a decision. Empathy can help to build that sense of empowerment by showing that we care about the customer’s experience and want to help them find a solution. 

Integrity: Acting with integrity means being honest and transparent with customers. When we show empathy, we are demonstrating that we are trustworthy and have the customer’s best interests at heart. 

Loyalty: By treating customers with empathy and care, we can build strong relationships that lead to customer loyalty.  

Final Thoughts:  

When customers feel that we are invested in their experience and want to help them, they are more likely to continue doing business with us in the future. 

In conclusion, empathy is a critical skill for call center employees to possess. It can help to build trust, improve customer satisfaction, and defuse difficult situations.  

By prioritizing empathy in our call center interactions, we have created a positive experience for both our clients and team members.  

Thank you for reading this blog, if you want to learn more, click here!  

Are you interested in working with a partner that understands your goals? Let’s talk!  

Federico Castillo

The Importance of Employee Training in Call Centers

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Call centers keep at the forefront of customer service, and the quality of their customer interactions is essential to retain them. 

So, it’s pretty much safe to say that investing in employee training in call centers is essential.

This can also help improve employee performance, increase customer satisfaction, and boost employee confidence and enthusiasm.

 Here are some good practices, like role play, metrics to track in call centers, and information related to work culture, nearshore call centers, and outbound methods.

Good Practices for Employee Training in Call Centers

The first step to effective employee training in call centers is establishing a solid and collaborative department with specialists in the area. 

That way, they can develop a strong training program covering all aspects of the job or a specific area. 

The training program should include the following tips:

  1. Communication Skills Training: Important to help employees develop essential communication skills, such as active listening, empathy, and effective questioning, to understand the customer’s needs and provide personalized solutions.
  2. Technical Training: This is all about the tech and digital tools agents can use to ease their troubleshooting, such as call center software and systems, like CRMs, call recording, and ticketing systems.
  3. Product/Service Training: This training ensures employees have a deep understanding of the products and services they are selling or supporting, including features, benefits, and pricing. And also creates the possibility for agents to even love the product. Because if they believe in it, they can transmit that enthusiasm. 
  4. Compliance Training: Compliance ensures employees understand their job’s legal and regulatory requirements, such as data privacy laws and industry regulations.

Role Play in Employee Training

Role play can be a crucial and fun component of call center employee training.

But be careful; it can also be one of the weak points if it needs to be better thought out.

Role play involves employees acting out various scenarios to simulate real-life situations they might encounter in their jobs. 

This way, employees practice their communication and problem-solving abilities and can gain confidence in their skills to handle challenging & complex situations.

Metrics to Track in Employee Training

Metrics are an integral component of any call center training program. They can help managers track employees’ progress, identify areas for improvement, and measure the training program’s effectiveness. 

Here are some essential metrics to track:

  • First Call Resolution: This metric measures the percentage of customer issues resolved on the first call.
  • Average Handle Time: Average time it takes for an employee to handle customer interaction.
  • Customer Satisfaction: This metric measures the level of satisfaction among customers.
  • Employee Satisfaction: Level of satisfaction among employees.

Showcase the work culture on training: 

Creating a positive work culture is crucial for call center success.

The first impression of that culture should be from interviews and training, all the way to daily operations.

 A positive work culture can improve employee morale, reduce turnover, and increase employee engagement. Here are some tips for creating a positive work culture in call centers:

  1. Recognition and Rewards: Recognizing and rewarding employees for their hard work and achievements can boost motivation & opportunities.
  2. Team Building Activities: Team building activities, such as group outings or team building exercises, can improve team dynamics and promote a positive work environment, and also have fun!
  3. Flexibility: Providing flexible work schedules can improve work-life balance and reduce employee stress.

Final Thoughts: 

Training needs to be a top priority for every type of business that seeks success. 

This comes in a fully structured department or with a services provider that relies on a team to handle all the certifications and methods to train future professional agents. 

Nearshore call centers have specialized in this area, providing quality operations to companies worldwide. 

Thank you for reading our blog. If you wish to learn more about outsourcing solutions, click here. 

Ready to take the next step and meet? Let’s talk! 

Federico Castillo

Best Ways To Thank Your Business Team 

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The end of the year is approaching, and it is the perfect time to appreciate your team’s effort.  

Showing appreciation for your team is essential to fostering an enjoyable and productive workplace.  

Whether you’re looking to thank your team for their hard work or to show that you recognize their efforts, there are many ways to thank your company team.  

Finding the right way to thank them will depend on the size of your team and the type of work they do, but with a little creativity, you can create a culture of appreciation and recognition that will help your team develop a strong bond and stay motivated. 

Read on to find the best ways to thank your company team! 

Why show appreciation to your team? 

When everyone feels valued, it creates a more positive and motivating work environment, which can have a positive impact on productivity and employee retention.  

A study by the Journal of Business and Psychology found that gratitude is linked to higher levels of job satisfaction and lower levels of turnover and absenteeism, so when you show appreciation for your team, you are encouraging a culture of gratitude that can help improve your entire business.  

One of the best reasons to show appreciation to your team is that most of the time, it costs nothing! 

When money is tight, it can be tempting to focus on the financial benefits of gratitude, but it’s also important to remember that it can have a powerful, positive impact on your team’s morale. 

Employee recognition programs 

If you want to thank your team for their hard work, one of the best things you can do is create an employee recognition program that recognizes employees for their achievements.  

You can create a program that recognizes employees for different reasons or categories like hard work, exceptional performance, and longevity with your company.  

The best way to create an effective recognition program is to start by identifying the goals behind it.  

Are you trying to boost employee morale? Is improving retention a priority? Are you simply trying to show your gratitude for the hard work your team has put in? 

Once you have identified your goals, you can create a program that is tailored towards addressing those subjects, boosting employee motivation.  

 
Team outings 

One of the best ways to thank your team for their hard work is to treat them to an outing.  

Whether it’s a trip to a nearby restaurant or a more elaborate getaway, team outings are a great way to show appreciation.  

When choosing an outing to thank your team, it’s important to keep in mind the size of your team and the type of work they do.  

The best way to select an outing for your team is to find something that will make your team members feel valued, but also something that fits within your budget. 

You can select the best team either by their metrics or a specific challenge.  

Also, you can pair your outing with a fundraising event, you can create a win-win situation for your team and the community at the same time! 

Thank you cards 

While thank you cards are a more traditional way of showing appreciation, they are just as important as other ways to thank your team.  

When writing thank you cards to your team members, it’s important to remember that the best thank you cards show real gratitude and are tailored to each person. 

For example, if one of your team members works in sales, you might want to write a thank you card thanking them for their incredible lead generation or appointments made.  

If you have a large team, you may want to consider writing a general, team-wide thank you card.  

With a team-wide card, you want to ensure that the card is personalized and tailored to the needs of your team members, while still staying general enough to be appreciated by all.  

Flexible working hours 

If you want to thank your team members for their hard work and dedication, one simple and effective option is to offer flexible working hours.  

Therefore, you can make it easier for parents to return to work and for employees to care for sick family members. 

Having a flexible work schedule can help improve employee satisfaction and make it easier for your team members to achieve work-life balance. 

Conclusion 

Showing appreciation and gratitude can be one of the most rewarding parts of being a manager or business owner. 

At the end of the day, they are the ones who keep the business going.  

 You can make your team feel valued and appreciated by celebrating small successes and being thoughtful.  

The best ways to thank your team are those that are thoughtful, personalized, and appropriate to your team members. 

Whether you choose to celebrate with a team outing, host a team meal, or write personalized thank you cards, the most important thing is that you show your team members that you value their efforts and appreciate their hard work. 

Thank you so much for reading our blog, if you want to learn more about BPO and work culture, you can read more articles here.  

Want to talk? We would love to meet you!  

Federico Castillo

The importance of promoting well-being in your organization 

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We all (or should) have as a main objective, develop a work culture that encourages the general well-being of employees. 

The employee will always be the basis of production, and production is what will give the company results and, indeed, a return on investment if the conditions in which they find themselves are appropriate. 

So, it makes sense that if we make sure that the foundation of everything feels right, then everyone can win. 

 That is why, on this occasion, we will address why it is essential to promote wellness and its activities with the staff of your company/organization. 

What is wellness at work? 

Basically, the support that ensures the employee has all the tools and guides to feel good about themselves, their work, and their results. 

Acquirable by different means, either by the leadership in a department, activities developed by the company, such as cultural weeks, sports, incentives, or specialty workshops. 

Another way to understand it is to ensure-through different means- the employee’s physical and mental well-being. 

What can we expect if we take care of our general well-being? 

We can find many variants that can benefit your company by ensuring said well-being. 

Effectively,a survey conducted by CIPD, shares the following points as the most notable: 

  • A healthier and more inclusive culture. 
  • Better work-life balance. 
  • Better employee morale and engagement. 

It is important to highlight these benefits because, for a long time, the issue of well-being and especially mental health, was a topic that was not addressed at work. 

Fortunately, through different studies, the stigma has been increasingly reduced, and the numerous benefits for both the worker and the company from the levels of production and engagement are demonstrated. 

Now, please don’t assume that all of this comes by itself. Despite these topics being promoted more frequently, there is still evidence that not all employees build the trust to speak up about their concerns. 

It is everyone’s job. 

Precisely because of what was mentioned, it is important to involve all members of the organization or company to resolve the importance of the topic. 

Ideally, everyone, from owners, directors, and managers to all involved in their respective operations, is motivated to get involved. 

This aims to guarantee the proper development of programs and activities to benefit general well-being. 

Some ideas: 

Good leadership: One of the most basic ways to ensure that all workers feel good is to have a guide who shows them the scope of objectives through legitimate interest and care for the work environment. 

Recognition programs: A topic we have already mentioned in another of our blogs is to have programs that motivate and recognize work and effort. This could be achieved through diplomas, bonuses, or honorable mentions at events. 

Activities and specialty workshops: You have area professionals; together, you could lead fantastic activities that share knowledge and skills that many people will undoubtedly appreciate! 

Thanks for reading our blog. You can read more here if you want to know more about the world of BPO. 

Do you want to know more about how we help companies achieve their goals? Contact us; we would love to hear from you. 

Federico Castillo

5 Best Practices For Onboarding A New Client

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The introduction to the client and the onboarding process is fundamental since it establishes trust and proper management for a lasting partnership. 

Putting it another way, it is the first official “hello” that will determine the impression of both parties that are about to work together. 

It is also the moment when the process must follow each step with the client without leaving relevant information behind. 

Without a doubt, a moment of mutual emotion. They have already signed a contract and may be ready to execute their corresponding operations. Still, the important thing is not to rush and dedicate enough time to plan and execute innovative ideas to enhance the customer experience. 

This process has generated a lot of interest in me, starting from the welcome to the methodology.  

I appreciate the knowledge and information my colleagues have shared about good practices, which is why I dare to summarize five tips to consider on this blog. 

  1. Set up a meeting:  

It does not matter if it is remote or face-to-face (which in my opinion is always preferred), having an introductory session, not only to talk about business but also about the individuals behind it, is of great importance to establish a relationship based on trust and transparency. 

This opportunity can demonstrate our authenticity and values, generating a connection and sense of honesty with the people we are about to negotiate with. 

Image by tirachardz on Freepik

  1. Set real goals 

When we partner with another company or business, the main objective will always be to achieve results that benefit both parties. 

It is valid to wait for the scope of these results at different times, but it is worth emphasizing the importance of what I mean by real goals. 

Every entity has its limits and being aware of them, our resources and possibilities, will be vital to have a more precise understanding of the role they will assume and to achieve results with the possibility of scaling in the future. 

If we don’t accept our chances, we are only prone to disorganization and low expectations by not setting them early on at the meeting stage. 

  1. Highlight your team 

I never shy away from talking about the importance of appreciating and acknowledging your work team. In a process as important as onboarding, show off your team! 

Allowing them to present themselves to new clients, demonstrating their skills and relevant areas, not only shows the corporate structure but can also reinforce their sense of belonging. 

Above all, by giving them importance over interactions, including considering them for decision making and setting attainable goals. 

Image by rawpixel.com on Freepik
  1. Adaptability 

The industry’s ability to adapt to contemporary and future challenges through the different work methodologies and implemented tools. 

This capacity can be demonstrated from the onboarding process, either by mentioning past events or by the verifiable results to be projected at the moment. 

Include the processes and the necessary evidence that demonstrates how to overcome any adversity 

Without a doubt, emphasizing this quality demonstrates a competitive advantage. 

  1. follow-up 

Following up on any topic will always be necessary regardless of its scale or degree of importance. Although it is an introductory phase, the onboarding process will lay the foundations, policies, and way of working that will be passed on to other teams. 

Take notes & always send the report to your team. Even the smallest detail can make a huge difference. 

If you enjoyed our blog, we invite you to check out other articles. 

Do you want to know more about our services? Talk to us!  

Federico Castillo

3 Ways companies can give back to communities

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Social responsibility and community support activities are matters of great importance that companies have applied in various campaigns.  

With generations of individuals and entities increasingly aware of the different foundations and causes, dissemination and support are presented at a faster pace.  

In the awakening of the crises that have arisen in recent years, the BBB Wise Giving Alliance found that the millennial and Z generations were the ones that most supported health causes, natural disasters, and international conflicts.  

They are also the generation of professionals that support more causes when they either practice or start a business.  

A series of actions driven mainly by digital media, social networks and advertising campaigns.  

Also, considering that they are the generations currently forming the new workforce, it would make sense for companies to add these issues of interest to their agenda for the benefit of society.  

Taking this into account, we share three ways in which causes have been supported to help our communities.  

Help the pets:  

Who doesn’t like animals? If it’s some phobia or medical condition, I doubt there’s any other explanation why someone wouldn’t love our beautiful pets.  

They have become great companions in life, but unfortunately, the presence of stray animals has presented itself as a problem on several levels.  

With more than 200 million stray dogs worldwide, the efforts made by governments regularly are not enough. 

Giving rise to organizations that disseminate and assist in care for dogs and cats in vulnerable situations.  

During February and April, Redial BPO collaborated with the local organizations of Tijuana; Rescue Me and Huellitas Rescate. 

This provides resources and improves the conditions of animals (dogs and cats) found on the street.  

Both organizations make constant efforts to rescue and facilitate the adoption of people who are interested in providing a home for animals.  

Certainly not an easy task, especially if done every day.  

Sports!  

It has been confirmed the series of benefits that entails practicing sports at any age.  

On the health side, it is indispensable for optimal physical and psychological development and even better if it starts early.  

Beyond the health benefits, playing a sport also involves the development of many other skills.  

Suppose you are a person or company that supports local communities or sports teams. In that case, you help directly with health and social -economic skills development.  

The practice and promotion of these activities can encourage academic development and interpersonal relationships.  

What am I talking about? To the essential elements that make up any sport. Teamwork, coordination, communication, respect, and more.  

So, if you are interested in contributing to something that encompasses all kinds of community benefits, sports would be a great start.  

 
School materials.  

A few months ago, we made efforts to collect school supplies to attend Rancho La Hermosa and its community.  

An orphanage that for several years has cared for abandoned children, providing them with a home, food, and education.  

Our main objective was to reach the goal of recollecting diverse school supplies and a monetary contribution to each donated article.  

Thanks to the help of our supportive redialers, we surpassed the goal. 

Truly demonstrating that education and, therefore, academic improvement is considered.  

Final thoughts:  

Community support is an indispensable activity for any individual or entity wishing to make a legitimate contribution to their community.  

Not only is it a way to give back, but it also represents that we take importance and understand complex situations that are part of our reality.  

Interestingly, the arrival of digital tools and the growing interest of young adults have driven a demand to donate resources.  

If you liked the ways of support mentioned and want to know more, we invite you to read more of our blogs.  

Interested in learning more about Redial BPO and how it can help your business? Let’s talk. 

Federico Castillo

Why establishing a culture of recognition programs & activities is important in a call center. 

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At this point, we all know that motivation and recognition of employees of any organization are essential to appreciate the talent and achieve results.  

But despite all these efforts, the high percentage of absenteeism, low or resignations is a phenomenon that still occurs in different organizations.  

That is why at Redial BPO, we have cleared this possibility and analyzed prevention ways to share a little of what has worked for us.  

To maintain an environment full of opportunities, aimed to achieve results from all areas.  

The difference between happiness and satisfaction: 

Exploring different articles and opinions, I found this recommendation, which I find very apt.  

On numerous occasions, the two are confused. They go hand in hand with positive emotions, but they are not the same.  

Why it can be answered through various elements and debates; in the end, I think we can summarize it by the difference manifested through the scope and timing.  

Happiness can be considered personal, but it can come in different ways, while satisfaction impacts our lifestyle. 

A key consideration could be combining both, providing a moment of happiness and satisfaction through the recognition of achievements and growth.  

  • Development of recognition programs 

Recognition programs are methodologies and strategies implemented by different organizations to highlight the performance and effort of individuals or teams.  

The organizational development department at Redial BPO has been responsible for implementing our recognition program: “Best Redialers” with three categories:  

  • Top Performer  
  • Best Improvement  
  • Rookie Of the Month  

These three categories (each with its specific characteristic) have proven effective in recognizing our redialers and motivating them to achieve different goals.  

They are given a diploma with their respective merit monthly and are considered to enter a raffle for different prizes.  

Promoting team building development by means of supervisors and teams for the practical realization of work activities.  

Something fundamental in the call center industry is constantly measuring our metrics and thereby surpassing the goals of our customers goals.  

  • Activities for BPO employees 

Our departments together have executed different events and dynamics to harmonize and present the company’s efforts to benefit our redialers.  

  • Raffles 

Yes, raffles in companies and organizations are a classic but a functional classic.  

Presenting the opportunity to give away products, devices, or, in some cases, services, providing a surprise effect for all participants.  

Not to mention the benefit assigned from the gift and the motivation that generates having the opportunity to participate.  

  • Characterization and decoration of workspaces:  

Every year, we host the Theme Up! event- in which they are given the opportunity for all supervisors, together with their team, to characterize themselves and their workplace.  

By selecting a popular culture property, this activity helps us develop leadership skills, teamwork & coordination, and creativity.  

Oh, and of course, have a whole day of fun!  

  • Summer Week:  

We research and select the year’s hottest week to run a whole week of raffles, activities, games, snacks, and food for everyone.  

This represents the dynamism that is part of Redial’s vision to promote internally and externally.  

We start with the first day: a fresh start. It consisted of delivering ice popsicles, a sweet that is customary in the summer season in Mexico.  

The second day consisted of everyone entering a raffle with their best summer outfit on workday.  

We continue with a middle snack day, with different sweets, chips, and snacks for everyone.  

We recreated our version of the famous Mexican game: 100 Mexicans said with… 100 redialers said! – Where we tested the knowledge and skill of our team.  

We ended the week by creating artistic pieces and traditional Mexican food, which everyone enjoyed.   

  • Final thoughts:  

Undoubtedly, the motivation and recognition of members, either from companies or organizations, are vital elements to reach their full potential.  

Although executing these types of rewards and activities represents an investment of resources, it is a return appreciated in performance and long-term vision.  

Want to learn more about organizational culture and why is it important? You can read more blogs here. 

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© 2022 Redial. All Rights Reserved.