ccsi news icon 33NEWS - Call Center Insights

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

 

Happy Call Center Agents

We want to see our contact center team happy. We know that happy agents equal happy customers and have more productivity. When we are happy we can give better service, be more positive and productive. Happiness at work also creates a better work environment. A happy workplace has less turnover rate, less absences and tardy employees.

We know that making our call center agents happy is easier said than done. Call center jobs can be tough and monotonous sometimes. From time to time agents deal with difficult customers and reaching their performance goals can be stressful. But there are a lot of things you can do to make the work more enjoyable and positive for your agents, and you do not need to invest a lot of money or effort on it. You just have to know what really matters for your team.

Nearshore Contact Center Or In-House

If you are willing to grow your contact center team you might ask yourself what is the best option for your company: growing your in-house team or to outsource it. Or you might ask what are the big benefits of a nearshore call center vs your in-house team because they don’t sound too different to you. Well, here are 5 things you can compare to make a wiser decision.

5 Things Your QA Team Should Do

Quality monitoring in Contact Centers is key for improvement. It not only helps you find areas of opportunity on calls or have recordings for a legal issue. Quality Assurance also helps call center agents reach their performance goals, it helps the contact center improve its processes, and helps customers have a better experience and increase their satisfaction. Unfortunately, not all companies see the value in QA. They don’t pay a lot of attention to it and they might be missing some important practices.

TCPA Fails to Keep Pace with Shifting Consumer Trends

If you work in the Debt Collection or Call Center industries, you must know about the Telephone Consumer Protection Act (TCPA), enacted in 1991 as a response to the growth in telemarketing calls. Its purpose is to protect the consumers by not letting debt collection companies leave pre-recorded messages on cell phones, text messages and faxes, among other restrictions. But, now the TCPA is putting, not only to debt collection companies in disadvantage, but also the consumers. Why?

CCSI At ACA International Convention

Need more debt collection agents to meet receivables recovery goals? A nearshore collection center will reduce agent costs by 50%-70% and help you increase recoveries.

Lets' discuss this at the 2017 ACA International Convention & Expo (Booth #331) in Seattle, July 16th to 18th...

Call Center Services International works with businesses like Wakefield & Associates, Tempoe, and Check N’ Go to help them establish nearshore satellite collection centers in Mexico and make sure their receivables recovery goals are met with professional, bilingual and FDCPA trained agents.

How To Improve Customer Experience

As Customer Service Contact Centers, we know that Customer Experience is one of our priorities. We constantly look for new ways to improve it CX. We might implement new technologies, adapt our processes and regulations. But, we should not forget the most important element for a great customer experience: our employees!

But how do we help our agents develop their skills and deliver a great customer experience on every call or point of contact? Well… Let’s ask the experts!