Customer Service - RedialBPO

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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.

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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

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

What is Customer Service in Logistics

January 20, 2021/in Customer Service, Logistics /by Luis Olvera

In todays world the use of logistics services has been shown time and time again that it is one of the key pillars for the economy and every business looking to achieve success, but one hidden piece of the puzzle makes everything work in harmony, Customer Service Logistics.

During the Covid-19 era this has become far more evident as the global supply chain had become stressed for important reasons, in turn making it evident that a renewal for how work is performed on the day-to-day operations needs’ considerable improvement.

There is one key factor that can help provide a better experience for businesses involved and the logistics providers, that is Customer Service Logistics.

With Customer Service becoming a turning point to add value to the experience it is an obvious investment to create an excellent experience and ensuring loyalty to the brand with returning customers.

The Goals of Customer Service in Logistics

Aside from the obvious factors there are other key items to consider when looking at Customer Service Logistics.

Ensuring that everything is on time, customers have little time to waste and, in this industry, every second counts, this is one of the sections where customer service in logistics excels.
Building trust through reliability, every service has its faults, but logistics is where every decision and action is important and impacts greatly on other parts of the supply chain.
Ensuring the price is right, while businesses can consider customer service to be an expense this is the opposite, it ensures that other parts of the business work and can have visibility on issues, saving time, trust and in turn saving money and returning the benefits to the client.
Stretching to meet the goal, we know that rules are firm and are there for a reason but customer service in logistics also ensures that there is space for flexibility from all sides to ensure that success is achieved for all parties.

A Helping Hand for the Day-to-Day Tasks

On the other side of the spectrum, customer service can help with some of the key needs of customers such as:

Supply Chain Management, one of the most complicated factors in every business is ensuring there is success in every step of the way in the Supply Chain. Here customer service can assist in connecting pieces of the business that may have a hard time engaging each other and providing a middle ground for understanding.
Shipping and Freight Services, be it by air, ground, or sea the package must be delivered, from its origin to its destination no matter when in the world it is. Customer Service Logistics ensures that the right path and method are chosen for the delivery to be made in the fastest and most effective way possible.

Warehousing Services, while in some instances delivery is considerably fast there are times in which the package will have to wait for someone to come pick it up, here customer service logistics can ensure that this is in the right location at the right time, making sure it also moves when needed, keeping an eye on it to avoid losses for the business.

Customs and Insurance.

There are additional factors that the business may not be aware of if they do not have enough experience with certain regions or countries. Here is where customer service logistics can ensure that there is an easier time for the package to move through locations without being stuck in one place due to missing paperwork, losing time in return, and then back to the customer.
Additional guidance and whatever comes next, as the industry evolves so will businesses and the customer service experience, by keeping everyone in the loop with continuous training and ensuring that everyone is in the know the customer service agents for customer service logistics can ensure that every package goes through the required procedures without missing a beat.

It is a fast-moving world and losing a beat can mean losing your business, creating an engaging experience can sound like a challenge but here is where a BPO Partner can assist you in ensuring that your business remains ahead of the competition.

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 benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

Luis Olvera

The 4 Essentials of Online Retail Customer Service

January 12, 2021/in Call Center, Customer Service /by Luis Olvera

Retail is the key to every business in the market looking to make a profit, be it business to consumer or business to business.

As retail has evolved throughout the years so has the method used to deliver sales and customer service.

In 2021 we know that by 2023 at least 300 million shoppers will be doing their purchases online, adding to this the fact that the average consumer in the United States produces revenue of 1804 USD per year.

Additionally from 2016 to 2021, the number of online buyers has increased considerably, from 1.66 billion to an expected 2.14 billion.

With these numbers in mind, it is no wonder why businesses around the world are switching to eCommerce to turn an additional profit from their products and services.

But products and services require exceptional online retail customer service and below are four key factors that make up an exceptional experience that will produce returning customers on every sale.

How Do You Support Online Customers?

There are different methods to interact with online customers, be it through e-mail, live chat, or social media, in some instances customers may also contact the business through the phone.

From numbers provided by a study in 2015, it is notable that customers have a 42% higher preference on using live-chat to email, standing at 23%, or social media, which stands at 16%.

These methods allow for the customer to have different methods of interaction with the business that will have the same answer in the shortest amount of time possible.

Online retail customer service, number-wise, continues to rise in the global market as the key player for providing the customer with the right answer in the fastest possible time.

This interaction also helps with saving the sale as well as providing additional products or services which may be of interest to the customer.

Create An Exceptional Customer Experience

Customers expect to have the right answer to their questions, a quick turnaround, and an interaction that makes them a returning customer.

Achieving exceptional customer experience opens the door for the business to create a loyal customer base, expanding the brand of the business and culture.

With the increase in smart devices and faster internet, it is no wonder why clients keep looking at online solutions to have their needs met, both for purchasing and support.

Additionally, online retail customer service shines in this area by the percentage of positive interactions found in this area.

Numbers show that there is a higher satisfaction rate, online chat standing at 73% while email stands at 61%, from every action performed.

A study performed by PwC also shows that out of 15000 customers 1 out of 3 will abandon the brand from one bad experience, 92% will completely abandon the company after two or three negative interactions.

It is no wonder why businesses invest more in customer service as the key factor of increasing and retaining brand loyalty.

Rethinking your day to day operations.

Omnichannel Support

While businesses continue to grow and offer additional options for customers to get the answers, there are different ways to achieve this.

Online retail customer service can provide two methods to achieve the same goal, multichannel support, and omnichannel support.

The most common way for interaction is through multichannel support, providing different methods of interaction for the client as they prefer.

The second method is omnichannel support, a process that allows the customer to have a seamless experience regardless of the channel they have chosen for their needs.

One of the key factors that make omnichannel a better option over multichannel support is the mitigation of frustration customers feel when having to repeat their questions and needs.

Number speak for themselves, 89% of customers will have their experience tarnished by having to repeat the same process over with a new representative.

Make Every Customer Contact Experience Unique

Another important factor for every interaction is making these tailored to every customer.

This can be achieved through different methods and tools that the business can obtain which will help increase satisfaction at every turn.

Some of the most common factors that will produce an exceptional customer experience are:

An omnichannel support platform, making escalations or additional interactions faster and easier
Continuous training for all online customer service representative
Multilingual support for the regions in which the business interacts
Support for customers with limited hearing or seeing

As a final number for consideration, a study in 2017 undertaken to understand this need revealed that at least two-thirds of businesses surveyed compete solely on customer experience.

With these key factors and numbers, are you looking to expand your business into providing the best online retail customer experience?

^[1] https://optinmonster.com/online-shopping-statistics/

^[2] https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/

^[3] https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing

^[4] https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing

^[5] https://www.pwc.com/future-of-cx

^[6] https://www.superoffice.com/blog/omni-channel-customer-service/

^[7] https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey