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Posts

AI CUSTOMER SERVICE
Valeria Flores

How Does AI Impact Customer Service in Call Centers?

March 24, 2022/in Business Process Outsourcing, Call Center, Customer Service /by Valeria Flores

Artificial Intelligence is process automation, which is the configuration of computer software to emulate human interaction in digital systems, creating robots that capture data, provide feedback, and communicate with other systems.

If you’re interested in outsourcing your customer service campaigns to develop a more efficient and effective experience for your clients, this is the perfect first step!

Nearshore call centers help reduce operating costs and increase the quality of service with state-of-the-art technology.

Brain with digital circuit and programmer with laptop. machine learning, artificial intelligence, digital brain and artificial thinking process concept. vector isolated illustration. Free Vector

Why should I be interested in outsourcing call center services with AI?

AI is a virtual system that can perform high volumes of transactions, working without any interruption 24/7.

Being highly configurable, the AI can perform the same tasks faster and more efficiently, freeing human labor to develop other charges such as decision making, analysis, and innovation.

How is AI used in Call Centers?

  • Predictive Call Routing
  • Interactive Voice Response (IVR)
  • Conversational AI
  • Emotional Intelligence AI
  • AI-Powered Recommendations
  • Call Analytics

    Artificial intelligence (AI) takes the intelligent routing and makes it even more innovative. Now call center agents can route inquiries based on additional criteria, such as customer personality and information gleaned from previous contacts.
Robot studying cloud technology through magnifier. artificial intelligence, machine learning, cloud computing, robot thinking concept. vector illustration isolated Free Vector

These are some essential points and benefits that you can consider for your business:

  • Increased productivity and fewer cost overruns
  • Outreach
  • Data collection management
  • Automation
  • Document and report generation
  • Mailing
  • Highly transactional processes.

Nearshore call centers with AI are customizable to business rules, consequently used in response through its technology and security for management and control of monitoring in each phase.

We are eliminating human error.

Using AI in call centers aims to improve the customer experience and relieve human agents of time and energy spent on simple requests.

Matching a customer with the right agent at the right time can do a lot to optimize efforts.

Ultimately, AI can automate simple tasks, deliver in-depth analysis, and help agents reach a faster response time, better first-call resolution, and more satisfied customer service agents who have the tools to do their job better.

Developers building, testing and deploying chatbots on platforms. chatbot platform, virtual assistant development, cross-platform chatbot concept Free Vector

Is it possible to replace agents entirely in the future?

We don’t believe this question cannot be answered precisely, just with a yes or no answer only. In a way, artificial intelligence can handle repetitive and simple calls by being automated.

It helps agents because it gives them time to handle more sophisticated calls.

But in some ways, this can reduce the volume of calls to live agents and affect the number of reps needed in a call center.

Here at REDIAL, we recently implemented new technology to our services; the AI service is a workforce platform that would help us do more with our resources and delight the customers.

  • Fuel revenue growth
  • Retain more satisfied customers
  • Manage compliance and risk
  • Drive operational efficiency at scale

We have the infrastructure to support any industry and make the transition as smooth as possible.

We are committed to helping businesses achieve their goals with cost-effective nearshore outsourcing solutions.

To know more about our full-service support and get a quote, click this link!

Valeria Flores
https://redialbpo.com/wp-content/uploads/2022/03/AI-IMPACT-CALL-CENTERS-BLOG.png 302 797 Valeria Flores https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Valeria Flores2022-03-24 18:17:032022-05-10 17:10:53How Does AI Impact Customer Service in Call Centers?
Valeria Flores

How Call Center Outsourcing Improve Advanced Collections Service

March 15, 2022/in Call Center, Collections service, Tijuana Call Center /by Valeria Flores

Because of the complicity of the task, many companies are looking for other effective solutions, that’s why outsourcing a call center for a collections campaign has increased exponentially in the last few years. 

Let’s talk about the positive impact of outsourcing a call center for your collection’s services.

These key points of outsourcing a call center will benefit your collection service approach.
  • You will expand your collection calls
  • Economically, you will reduce your operational costs by 50%
  • You will have your time entirely devoted to other business tasks that need your attention.
  • You will not be worried about the hiring process anymore; nearshore call centers offer this service.

Outsourcing your collection campaign is not only a time-saver but gains back funds in a big way, with quality standards and the latest tools in technology.

Quality collection calls are necessary; we believe that quality is better than quantity, but isn’t it possible to get both?

In a call center, the agents are highly trained and prepared to give the best attention, service, and quality without leaving aside the actual results in the day today.

They have been highly trained before they take their first call, so they understood the market. Creating the spectrum of a quality call experience and the best culture alignment concerning nearshore call centers.

Expectations of outsourced a nearshore call center:

BASIC CONVERSATIONAL SKILLS & VOICE TECHNIQUES

Understanding the essence of a conversation is especially important in debt collection, and something as simple as talking can be an excellent persuasion tool.

LOWER COSTS AND HIGHER REVENUES

Running an in-house call center is costly. Payroll, tracking databases, analytics software, certifications, and compliance costs can be a nightmare.

Therefore, outsourcing allows you to transfer these costs to the call center agents and connect them directly to the revenue collected for a lower price.

Utilizing the resources of an outsourced call center can increase your company’s revenue significantly by collecting more accounts in a shorter cycle.

INCREASING SATISFACTION

If your company’s focus is not on customer service exclusively, you may get a negative response when approaching customers about late payments.

Outsourcing your collections campaign will have a higher likelihood of positive interactions and the customer is more likely to decide to return to you.

Let’s focus on bringing to your customers quality service.

A call center dedicated to debt collection means committing the proper procedure and time necessary to receive timely collections.

While it can be frightening to outsource such an essential part of your business, the benefits of outsourced collections can outweigh the negatives.

To ensure effective debt collection, you need an experienced and dedicated team.

REDIAL BPO offers quality debt collection services ideal for your company’s needs. In addition to having the best technology, we have the right and highly trained team. We work providing the best Nearshore call center operation with customized solutions with the clients.

Get a quote and get more information by clicking on this link. We are READY TO BE YOUR PARTNER.

Valeria Flores
https://redialbpo.com/wp-content/uploads/2022/03/adv_collections_blog_banner.png 302 797 Valeria Flores https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Valeria Flores2022-03-15 14:37:162022-03-30 18:11:29How Call Center Outsourcing Improve Advanced Collections Service
What is BPO Woman on Computer
Luis Olvera

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

February 10, 2021/in Business Process Outsourcing, Nearshore Call Center News, Uncategorized /by Luis Olvera

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/

Luis Olvera
https://redialbpo.com/wp-content/uploads/2021/02/What-is-BPO-cover.jpg 300 795 Luis Olvera https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Luis Olvera2021-02-10 20:57:002022-05-02 19:20:18Want To Know What Is BPO (Business Process Outsourcing)?
Delivering work from home
Cynthia

Delivering Work-at-Home from the Baja Nearshore

April 28, 2020/in Uncategorized /by Cynthia

Challenging times call for inventive measures.  Since the start of the coronavirus pandemic, Redial BPO has remained committed to delivering the best possible outcomes for our clients and their nearshore contact center needs.

That is what their consumers deserve.  But what became apparent very quickly was that if Redial BPO was going to ensure seamless delivery, we needed to develop a home-working solution—and fast!  

As one of the co-founders of this great company, I am happy to report that Redial BPO is now among the outsourcers in Mexico that can provide clients with a nearshore contact center option alongside work-at-home.  This process is new to us, but we are delighted at how it is progressing.

A commitment to quality and care.

To keep our agents safe and healthy, Redial BPO has instituted a series of protective measures in our call center in Tijuana. To complement these efforts, we decided to further this initiative by allowing agents to work from their homes.  

Of course, we first identified the campaigns that we felt comfortable sending home with our agents, in order to make certain that they would be appropriate.  We then started working with our supervisors to determine the team members that would be best suited to supporting customers from their homes.

Making certain that those agents who were allowed to deliver customer experience from home have appropriate workspaces in their residences was also taken into consideration on who was chosen.

We know How to Keep Information Secure

The next steps in this process involved developing the required legal paperwork for our agents to sign, in order to allow them to perform their duties from home as our full-time employees.  This covers their responsibilities, ensuring they take good care of Redial BPO property and technology from their homes.  

To be clear, there is no BYOD in our work-from-home program.  Redial BPO agents must use our hardware and software. This is vital for us to maintain the important standards that our clients expect.  

As well, Redial BPO’s work-at-home approach takes into account compliance and security.  Our IT leadership has developed a VPN that connects any home-based agent to our secure network, this ensures a secure back-and-forth flow of data through an encrypted channel. 

The use of the internet by our agents at home is filtered and monitored from our servers. Effectively, the experience for Redial BPO agents is identical at home is the same as if they were at our nearshore contact center in the heart of Tijuana.

Fortunately, our work-at-home offering goes beyond compliance and security. It also means a focus on agent management.  Redial BPO knows that our best asset is our team of dedicated brand representatives.

For this reason, we have instituted a variety of tools to make certain agents can connect with their teammates, managers or IT support.  We want anyone working from home to know that their virtual connection is as solid as if they were in the contact center. 

With our first wave of home-based employees up and running, things are off to a great start.

Being Part of the Solution

Redial BPO is proud to have a home-based solution. It is part of a broader and growing offering that we are bringing to the market.  This is the first step in providing our clients with a blended customer experience package that combines the best of our Baja nearshore contact center with the power of work-at-home agents.  The future of any great contact center company is in its power to adapt to new realities. 

While the coronavirus pandemic has been a challenge, this forced Redial BPO to move to the “Work From Home” model and drive another business model for our clients.  

At Redial BPO we believe in teamwork and we take pride in our agents for their excellent skills, motivated spirit, and performance-driven mindset. None of this that we do would be possible if it was not for our outstanding team. We understand the importance of teamwork and we thrive to deliver top quality service and outstanding customer satisfaction from our nearshore contact center in Tijuana, Mexico.

For more information about how we can help your business grow, humanize your brand, please get in touch with us and Get a Quote.

Cynthia
https://redialbpo.com/wp-content/uploads/2020/04/WAH-880x450-1.jpg 450 880 Cynthia https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Cynthia2020-04-28 15:13:002022-01-11 17:36:56Delivering Work-at-Home from the Baja Nearshore

Recent Posts

  • Why U.S. Call Centers Should Have Bilingual AgentsWhy Call Centers In The U.S. Should Hire Bilingual Agents.March 30, 2022 - 3:37 am
  • What Makes A Great Outsourcing Partnership (and even friendship) February 2, 2023 - 8:44 pm
  • The New Age of Outsourcing: How Technology, and AI are Changing the Game January 25, 2023 - 5:24 pm
  • How to keep your operations costs low January 17, 2023 - 5:58 pm

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