While vaccine roll outs across the world will hopefully end the pandemic nightmare of the past year, no one should be under any illusion that things will go back to the way they were. Such wishful thinking ignores a lot of different dynamics when it comes to the contact center environment. In particular, there has been a great deal of forward movement in developing a CX delivery hybrid that blends together the best of different business models.
Redial BPO is proud to be among the most proactive outsourcers operating in the American nearshore to embrace the best of virtual working alongside investments in physical contact centers. As the world emerges from COVID19, our operations are well-placed to drive the best outcomes for our clients and their consumers.
At the start of the pandemic last year, Redial BPO took one of the most important strategic decisions since its operations began four years ago. Despite having grown our physical contact center site presence in Tijuana, the reality of COVID19 and the associated health protocols meant that we needed to invest in virtual delivery. This way of working may have been new to Redial BPO, but sometimes operating outside of the proverbial comfort zone is the only way forward in business. This was one of those times.
This meant that Redial BPO needed to do a number of things. First, we had to ensure that our agents working from home had the requisite equipment and dedicated work spaces needed to deliver the best outcomes for our clients.
Once this was in place, we made certain that the right security solutions were instituted, both from a process and technology angle, in order to limit the potential for data breaches. Our clients and their end-users deserve no less.
The results from this foray into remote working were very positive. Almost immediately, agents expressed their appreciation for the chance to work from their homes, and Redial BPO recognized the flexibility this model provides to ramp up and down seamlessly.
But, make no mistake about it, the physical contact center is at the heart of Redial BPO’s CX offering. Let me explain a bit more.
We recognize that we must have a dynamic team of people at Redial BPO. Indeed, many of our agents thrive on the positive interactions and vibes they get from working together. This, we are excited to welcome as many agents back into our two modern facilities in Tijuana as soon as possible.
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Since we commenced our operations, we have seen a direct link between in-center positivity and strong outcomes with end-users. This means happier staff, happier consumers, and strong partnerships with our clients.
Then, there is the matter of business continuity. By balancing our workforce across our two physical sites and our virtually distributed remote agents, we are able to offer clients an unrivaled level of redundancy in Baja. And we do so in an environment that is health-conscious. Agents can count on a socially distanced and sanitized facility. We recognize that this will continue post-pandemic, and we are configuring our operations accordingly, to remain the BPO employer of choice in Tijuana.
A last word on the way forward. No one should doubt that the past year has been traumatic, and we all look forward to the end of this pandemic. But, we need to remain vigilant as another health-related disruption may occur. Redial BPO takes this possibility seriously, and it aims to have the processes, technology and redundancy in place to ensure that we are there to deliver the best for our growing base of clients.