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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.

 

Customer Satisfaction: The Call Center Execution Gap [INFOGRAPHIC]

Establishing customer-centric call centers is increasingly becoming the center of attention for companies. Therefore, managing the customer experience and meeting customer satisfaction has never been more of a priority.

However, when it comes to Customer Service solutions and strategies, "there is a difference between thinking and doing." In a recent call center industry survey, Call Center Week uncovered how big the gap really is between what call centers know they should be doing vs. what they actually do when determining how best to satisfy customers.

These are the top 6 actions organizations will undertake in pursuit of customer satisfaction:

4 Steps To Successfully Survive A CFPB Investigation Or Examination

On April 9, the CFPB ordered Bank of America to pay about $727 million for illegal credit card practices. The largest enforcement action taken by the CFPB so far. In the debt collection industry, investigation by regulators and subsequent monetary penalties are not the only cost of noncompliance. It also leads to litigations and lawsuits, brand damage, loss of customers, diminishment of business, and bad customer experience.

So, how do you create a culture of compliance in your company that will withstand CFPB scrutiny?

With the ever moving target of compliance, it is necessary to take these preventive steps:

U.S. States That Require Collection Agency License

Many U.S. States have laws regulating debt collection, to which agencies must adhere. In addition, many States and a few cities require collection agencies to be licensed. It is important for debt collection agencies to understand this practice, because it is a sign of professionalism and commitment to the industry. If you intend to conduct consumer debt collection services in the U.S., you may require a license.

The following are U.S. states that require consumer debt collectors to be licensed:

4 Ways To Reduce Call Center Staffing Expenses

The challenge of effective call center recruiting practices comes down to seeking the best talent in the industry while avoiding rising costs.

Fortunately, today there are several best practices and creative ways to help you find the best talent available for your call center with few resources or even without spending a single penny on job postings.

Here are some ideas that you can add to your staffing efforts to help you save money:

Contact CCSI Today!

We would be delighted to speak with you about your call center needs and the benefits of establishing a call center in Mexico. Please call us or fill out the following form:

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Call Center Services International
809 Bowsprit Road, Suite #204
Chula Vista, CA 91914
+1(877) 399-3419
info@bajacallcenters.com
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