Just returned from my first trip to London and my first-ever conference! Elder and I had the opportunity to attend the CX Retail Conference last week. The purpose of our trip was to introduce Redial BPO at the CX Retail meetup and to the UK market.
After two days of networking, we were thrilled to meet industry leaders interested in learning more about Redial BPO and how we are helping our current clients succeed. I would say that our mission was accomplished!
The event exceeded my expectations, especially as someone new to the business development world. The conference was amazingly organized, with incredible speakers and hosts who shared invaluable insights into customer experience. I had the chance to meet many inspiring CX leaders and hear their perspectives on using AI to optimize the client’s experience without replacing the human touch.
This is particularly important since the main reason for customer disloyalty in the UK is poor service and a lack of personalized experiences. AI can help with many tasks, like basic T1 support or simple questions, but it’s essential not to replace human interaction in customer service.
It’s great to be part of a company that uses AI to enhance our processes instead of relying 100% on it. We use AI to help our new team members (Redialers) reduce their onboarding learning curves by providing hands-on experience before they start interacting with real clients. This makes them much more productive from the beginning.
Our QA staff benefits from timely feedback, helping our agents increase CSAT scores. We also use AI to help our new clients create efficient training programs, reducing training time and identifying areas that need more focus. The potential is HUGE! As Elder says, AI is not our enemy; we just have to learn how to use it effectively and I truly believe that.
Overall, I am very grateful for the opportunity to learn more about networking from the best, Jason Heil and Elder Gonzalez, and for everything I learned at the conference. I am super excited about what is to come for our Redial team now that we have opened the doors to new horizons in the UK.
https://redialbpo.com/wp-content/uploads/2024/07/Blog-UK-Experience-July-2024-01.jpg6251667Mary Pachecohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngMary Pacheco2024-07-25 14:25:132024-07-25 16:01:31The UK Experience – Events and Summits
Outsourcing can offer numerous financial benefits for businesses. Here are some key advantages:
Cost Savings:
Labor Costs: Outsourcing to countries with lower labor costs can significantly reduce expenses related to wages, benefits, and payroll taxes.
Operational Costs: Lower costs for office space, utilities, and equipment in outsourced locations can further reduce expenses.
Economies of Scale:
Outsourcing providers often have specialized expertise and can operate more efficiently, achieving economies of scale that individual businesses might not be able to.
Variable vs. Fixed Costs:
Outsourcing can convert fixed costs (like salaries for full-time employees) into variable costs, allowing businesses to pay only for the services they need when they need them.
Capital Investment Reduction:
By outsourcing non-core functions, businesses can avoid significant capital investments in infrastructure, technology, and equipment.
Focus on Core Competencies:
Outsourcing non-core activities allows businesses to focus resources and capital on their primary revenue-generating activities, potentially increasing profitability.
Access to Global Talent:
Outsourcing can provide access to a global talent pool, which can be more cost-effective than hiring locally, especially for specialized skills.
Scalability and Flexibility:
Outsourcing offers the flexibility to scale operations up or down based on demand without the financial risk associated with hiring or laying off employees.
Risk Management:
Outsourcing can help mitigate financial risks by spreading them across different geographical locations and leveraging the expertise of outsourcing partners in managing specific functions.
Improved Cash Flow:
Reduced operational and labor costs, along with more efficient processes, can lead to improved cash flow and better financial health for the business.
Tax Advantages:
In some cases, outsourcing to certain countries can offer tax benefits or incentives, further reducing the overall financial burden.
These financial benefits make outsourcing an attractive option for many businesses looking to optimize their operations and improve their bottom line.
https://redialbpo.com/wp-content/uploads/2024/07/banner-v3.jpg300800Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-07-10 11:59:282024-07-11 10:18:33Outsourcing Can Transform Your Finances
In today’s diverse workplace, including LGBTQ+ individuals are crucial for both ethical and strategic reasons. Here are key benefits of fostering LGBTQ+ inclusion:
Enhanced Employee Well-being and Productivity
When LGBTQ+ employees feel accepted, their job satisfaction and productivity improve. Authentic self-expression at work leads to higher engagement and commitment.
Broader Talent Pool
Inclusive companies attract diverse talent, driving innovation and improving problem-solving capabilities.
Promoting inclusion helps comply with anti-discrimination laws and aligns with ethical business practices, reducing legal risks and promoting a harmonious workplace.
Innovation and Creativity
Diverse teams bring unique perspectives, fostering creativity and driving business growth.
Importance of Inclusion and Open-mindedness
Inclusion and open-mindedness are vital for a thriving workplace. Celebrating differences encourages unique viewpoints and enriches workplace culture, driving the company forward.
In summary, LGBTQ+ inclusion enhances employee well-being, expands the talent pool, improves corporate image, ensures legal compliance, and drives innovation. Fostering an inclusive and open-minded workplace leads to sustainable success and a positive societal impact.
At Redial, we recognize the importance of having a diverse group of people working with us. We believe that fostering an inclusive and open-minded workplace leads to sustainable success and a positive societal impact.
https://redialbpo.com/wp-content/uploads/2024/06/Blog-LGBT-1.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-06-28 08:15:322024-06-28 11:53:13The Importance of LGBTQ+ Inclusion
Mexico has a direct link to the US in more than just the economic aspect, besides the North American Free Trade Agreement (NAFTA). The strategic location, skilled and culturally related workforce, and cost-effective solutions are a few of the advantages of working with US number 1 foreign direct investment (FDI).
Time Zone Compatibility:
Real time answers for customers and collaborations between the head office and the outsourced tech team or IT agency. Reduces super early morning meeting or super late nights, minimizing the necessity to establish meetings to far in advance, the compatibility can make socializing a little more organic and natural.
Cost Savings:
Due to the lower labor cost, technical staff and reduce transportation expenses Mexico becomes a great option for a partnership. The closeness grants companies to oversight the high level of quality on their operations. The 1,954-mile land border with the US makes it a key market for international business, taking advantages of traveling time for equipment is also an advantage, a transportation of goods can take 6 to 12 days depending on the size, from New York to Mexico, and the same shipment can take up to 35 days.
Cultural affinity:
These a few dominant aspects of Mexican business culture like personal relationships, loyalty, and strong hierarchy. Time and effort are invested in networking process and is not done without intent. The influence of the US in Mexico is in the large number of multi-national companies, is an example of the adaptability of Mexico in the customer service aspect.
Skilled Workforce and Education:
a growing pool of skilled professionals, particularly in different fields like CS, IT, and business process outsourcing (BPO). Many of universities and technical institutes in Mexico offer degree programs relevant and tailored to the needs of the outsourcing industry. This effectively ensures access to a talented workforce able to deliver high-quality customer service solutions
These are just a few of the benefits that make Mexico a nearshore destination, the solution that is appealing and enhances the customer experience, while minimizing operational complexities and keeping a high level of service quality.
https://redialbpo.com/wp-content/uploads/2024/05/Carrusel-Why-Mexico-07.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-05-22 11:52:252024-05-23 07:02:22Why Mexico? Your Nearshore Solution.
At Redial we realise the value of cultivating mental wellness for all our Redialers. Promoting mental health and wellness among our colleagues is not only crucial for their well-being and productivity; it creates an awareness and a focus on overall wellbeing. Ultimately, we strive to ensure that our Redialers thrive is all areas of their life.
By focusing on key strategies, we are able to simply and hopefully effectively support their well being journey. Some of the strategies are:
Provide Mental Health Resources:
Offer access to counseling services, helplines, or mental health professionals for confidential support.
Training and Education:
Conduct workshops or training sessions on stress management, resilience building, and techniques for maintaining work-life balance.
Encourage Breaks:
Encourage regular breaks during shifts to prevent burnout and allow agents to recharge. Implementing short mindfulness exercises during breaks can also be beneficial
Supportive Environment:
Foster a supportive work culture where agents feel comfortable discussing mental health concerns without fear of stigma or judgment.
Recognition and Appreciation:
Recognize and appreciate agents for their hard work and achievements regularly. Feeling valued can boost morale and motivation.
Encourage Social Connections:
Facilitate team-building activities or events outside of work to encourage social connections and foster a sense of belonging.
Feedback and Communication:
Maintain open channels of communication where agents can provide feedback and feel heard regarding their workload, work environment, and overall well-being.
By implementing one or more of these strategies, Redialers can feel supported, motivated, and better equipped to manage the demands of their roles while prioritizing their mental health and wellness.
If you are in the US and you or someone you know is struggling or in crisis, help is available. Call or text 988 or chat 988lifeline.org. You can also reach Crisis Text Line by texting MHA to 741741.
If you are in Mexico and you or someone you know is struggling or in crisis, help is available. Call 800 911 2000.
https://redialbpo.com/wp-content/uploads/2024/05/Revive-Wellness-Carrusel-April-2024-06.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-05-16 15:09:472024-05-22 15:26:30ReVive Wellness: Focusing on mental health.
As a business owner or a CEO is important to ask certain questions to get a clear picture of what you are hiring, in the case of a Nearshore service, here we have some key questions to ask your next outsource provider.
What are the benefits of outsourcing our call center services?
Outsourcing call center services offers businesses the opportunity to optimize costs, access specialized talent, enhance scalability, and focus on core competencies, ultimately leading to improved customer experiences and increased operational efficiency.
We go from 5 agents to 50+, AI training brings down the learning curve for new agents, there are just a few. Read more of Benefits of Nearshoring.
Why should we consider nearshore outsourcing specifically?
Nearshore outsourcing combines the benefits of proximity (Mexico), cultural affinity, language proficiency, and reduced risk, making it a compelling option for businesses looking to enhance operational efficiency, improve customer service, and achieve cost savings while maintaining close collaboration with their outsourcing partners.
How do we ensure quality and consistency in service when outsourcing to a nearshore call center?
To ensure quality and consistency in service when outsourcing to a nearshore call center, focus on clea CSATs, comprehensive training (AI assistance training being the best), regular performance reviews, robust quality monitoring, effective communication, and cultural alignment.
These measures help maintain high standards, address issues promptly, and foster collaboration between your organization and the nearshore team.
What security measures are in place to protect our sensitive data when working with a nearshore call center?
Nearshore call centers employ secure network protocols, data encryption, access controls, compliance measures, and employee training to protect sensitive data, one of the most important aspects that we offer, for the safety of our partners is On-premise contact center, this secures a controlled and secure space for data.
They also undergo regular security audits and adhere to industry regulations, ensuring data confidentiality and integrity.
How can we ensure a smooth transition when outsourcing our call center services to a nearshore partner?
To ensure a smooth transition when outsourcing call center services to a nearshore partner, focus on thorough planning, clear communication, detailed documentation, comprehensive training, and ongoing support.
Establish clear objectives, timelines, and responsibilities, and develop a transition plan outlining migration processes and technology integration. Collaboration, transparency, and alignment between both parties are key to minimizing disruptions and achieving a seamless transition.
If we, as a partnership, ensure a comprehensive transition plan, training, clear expectations and open communication, the transition to an outsourcing call center service is expected to be easy.
https://redialbpo.com/wp-content/uploads/2024/05/Banner_01_v4@3x.jpg13503600Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-05-02 15:26:282024-05-03 08:11:08Call Center Outsource: Questions to ask a Nearshore service
Nearshoring offers businesses proximity and cost savings, access to skilled professionals, streamlined legal compliance, operational flexibility, and enhanced customer satisfaction. These benefits make nearshoring a compelling option for optimizing operations and delivering exceptional customer experiences.
Proximity and Cost Savings
By outsourcing operations to nearby countries with lower labor costs, businesses can enjoy easier communication, travel, and collaboration while reducing overall expenditure. This proximity fosters stronger working relationships, facilitates frequent face-to-face meetings, and ensures quality standards are maintained.
Additionally, decreased transportation costs and overlapping time zones enhance cost-effectiveness, making nearshoring an attractive option for businesses seeking operational efficiency and financial savings.
Quality, Expertise, and Cultural Compatibility
Nearshore locations offer a blend of skilled professionals and cultural compatibility, enhancing customer satisfaction. Access to experienced professionals, especially in industries like call centers, ensures high-quality service delivery and effective problem-solving.
Nearshoring facilitates better understanding and adaptation to the cultural nuances of the client company’s target market. This alignment fosters smoother communication, increased trust, and stronger brand loyalty, ultimately enriching the customer experience.
Legal and Regulatory Alignment
This alignment reduces compliance risks and ensures adherence to relevant laws and regulations, thereby mitigating legal challenges and potential disruptions to business operations. Additionally, similar legal environments can streamline processes such as contract negotiations, intellectual property protection, and data privacy compliance.
Operational Flexibility
We offer operational flexibility, allowing companies to scale their operations more efficiently in response to market shifts and business demands. Leveraging existing infrastructure and resources in neighboring countries enables quick adjustments to capacity requirements without significant upfront investments.
This agility enhances the company’s ability to adapt to changing market dynamics, seize emerging opportunities, and remain competitive in the industry.
Customer Satisfaction
Shorter distances and reduced transportation lead times contribute to faster response times and improved order fulfillment, meeting customer expectations for prompt service delivery. Moreover, cost savings achieved through nearshoring can be reinvested into enhancing customer experience initiatives, such as personalized support, innovative solutions, and value-added services.
Each of these factors contributes to the attractiveness of nearshoring within the call center industry, offering numerous benefits for both call center providers and their client companies. By strategically leveraging nearshore locations, businesses can optimize their operations, drive efficiency, and deliver exceptional customer experiences while remaining cost-effective and competitive in the global marketplace.
https://redialbpo.com/wp-content/uploads/2024/04/Carrusel-Benefits-of-Nearshoring-07.jpg6251667Deidad Juarezhttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngDeidad Juarez2024-04-25 11:49:022024-04-25 14:22:04Benefits of Nearshoring with Redial BPO
With such a large segment of their target market shifting attitudes toward new experiences rather than materialistic vacations, many travel brands are struggling to keep up.
Are you ready to meet the needs of young travelers? If you’re not quite there yet, don’t worry–we have you covered with three quick tips you can consider on how to improve your customer experience as a travel brand and keep young travelers coming back again and again.
Photo by Elle Hughes
Always-on digital accessibility
As a travel brand, one of the most important aspects of excellent CX is making sure that all your digital channels are accessible to all customers.
If a traveler encounters a website or app that isn’t accessible with a screen reader, or if a particular flight booking system isn’t compatible with screen readers or screen magnification software, it can make the entire process much more difficult and stressful.
In other words, young people like fast, responsive and user-friendly channels to look for the perfect gateaway.
Luckily, there are many ways to make your digital channels more accessible. You can start by making sure all your page or apps have real images of the destination/place, optimized and verified information to give more clarity and relevant info to consider.
You can also look into making your phone booking and assistance systems accessible with features like speech recognition software and text-to-voice functionality.
Digital attention through email, live chat or call is a must to follow up any request the customer might require.
Clear and transparent communication
Another important aspect of CX is how you communicate with your customers, both before and after their trip. If a traveler feels confused about their trip, their options, or how to book their desired experience, they may end up booking with a different company.
If a traveler feels like the company is hiding information from them, or if they feel like the company doesn’t care about helping them, they’re less likely to book with you again in the future.
Personally, I always check on policies and hidden fee information, that way I don’t get any surprises at the reception! Show every fee!
There are many ways to improve the transparency of your communication with customers.
You can start with good general FAQs, or even a blog where travelers can ask questions and get answers.
You can also make sure that your customer service team is trained to communicate clearly and in a non-judgmental way with all customers, without being condescending or overly helpful.
Everyone deserves to enjoy a nice trip, so making them feel the right way will give an extra sense of comfort & security.
Millennials and Gen Zer’s are a very independent bunch, and they value flexibility in their traveling experiences. If you offer a variety of flexible options for your customers, it can help make their traveling experience easier and more enjoyable.
Another survey by Deloitte explains how our generation are living paycheck by paycheck, due to different economic elements. Still, we can enjoy a good trip.
This might include things like free cancellation policies, free seat changes, free checked bag policies, or even things like in-flight meal options.
If you offer too many of these things, though, you may alienate other travelers who don’t want or need all those options. So, your data will be a great ally.
You can improve your flexibility by making sure the options you offer are clear and easy to understand.
For example, instead of offering a free checked bag option, you can offer a free second bag. This way, you’re still offering a good benefit, but it’s not as strong as the first option.
Also, hotels can offer special discounts on the days or months they know the market presents low assistance.
You can also make sure you have a good reason for offering each of these benefits.
Communicate through your digital channels these benefits to have more response.
Overall, the travel industry is changing, and travel brands need to change with it. Whether you’re targeting Millennials or Gen Z, or you simply want to improve your CX for everyone, these tips can help you create a better experience for your customers.
Whether you use these tips to improve your current practices or to start fresh, you’ll be sure to see an improvement in your CX.
Thank you for reading our blog; if you want to like to see more, click here.
Want to know us better and how we can help your travelers? Talk to us!
https://redialbpo.com/wp-content/uploads/2022/11/BLOG-BANNER-CX-Young-Travelers_BLOG-BANNER-1.jpg300800Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2023-12-21 10:28:002023-12-21 11:45:57Is your CX good enough for young travelers?
The Call Center has become the primary tool for achieving success in the current economic environment of the 21st century in the United States; having personal, agents, management, and administrative staff, who are bilingual brings significant benefits to your operation and customer satisfaction through the leverage of a bilingual call center operation.
The Spanish Speaking Population in the United States and the Importance of a Bilingual Call Center
The latest information available from the United States Census Bureau tells us that there are at least 41 million native speakers with an additional 12 million bilingual speakers, meaning they speak Spanish and another language such as English.
This makes the Spanish-speaking market one of the fastest-growing segments in the United States, making at least one-sixth of the United States population and rapidly becoming a significant demographic of the current economy.
Considering this, the Spanish-speaking population is becoming an essential backbone of businesses around the United States, enabling communication through Spanish to make better-educated decisions and opens opportunities for greater customer experience and upsell.
Customer Satisfaction Continues To Be the Mark Regardless of Language or Culture.
A bilingual Call Center closes the gap in creating excellent customer service and an experience that rapidly makes a loyal customer baseline from one of the fastest-growing demographics in the United States.
Speaking the language is only part of the experience; understanding customs, culture, and tendencies makes the bilingual Call Center an effective tool to understand your client’s mindset and promote your business culture and brand without barriers.
Most importantly also helps retain clients and aids in bringing in new ones; one key factor to put it into perspective is that 82% of United States consumers will not continue to interact with a brand if they have one bad interaction.
Your Brand is Taken Far and Beyond Through Language.
The bilingual Call Center helps create a tailored and personalized experience for your customers; communicating in their language opens opportunities to create new campaigns, and a deeper understanding of a demographic by effectively using the information gathered from every interaction.
Taking advantage of this opportunity can easily open the market to a new demographic, efficiently promoting and creating awareness of your products and services in a way that makes them approachable to your new clients.
Another important factor that this brings to the table is word of mouth from the customer experience created using a bilingual call center; considering that 92% of people trust recommendations from family and friends. This is another excellent way to achieve success when moving into an untapped market.
Final Thoughts
The bilingual Call Center is becoming a de facto norm in businesses around the United States; the empowering of the Spanish speaking population inside the United States makes it a desirable demographic to service, which can easily be done through the right set of services and agents to assist them every step of the way.
Be it through the use of your own bilingual Call Center or the leverage of a nearshore partner with years of experience in bilingual customer experience, the opportunity for growth can be achieved regardless of the path chosen.
We have more than 45 years of experience in the BPO Industry and can help you to read 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.
https://redialbpo.com/wp-content/uploads/2021/03/Why-U.S.-Call-Centers-Should-Have-Bilingual-Agents.jpg300795Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2022-03-30 03:37:002024-02-15 12:42:58Why Call Centers In The U.S. Should Hire Bilingual Agents.
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.
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.
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.
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.
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.
https://redialbpo.com/wp-content/uploads/2022/03/AI-IMPACT-CALL-CENTERS-BLOG.png302797Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2022-03-24 18:17:032022-05-10 17:10:53How Does AI Impact Customer Service in Call Centers?