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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.

 

5 Tips to Drive Call Center Agent Motivation

A happy contact center workforce equals happy customers, because a motivated staff will work better and harder. Yet, different individuals respond to different incentives, and the same goes for groups, they might not all respond to the same stimulus. So, how do we boost the morale of employees on a daily basis?

Here are a few tips to build a positive call center atmosphere and ensure your agents are always motivated:

Facts About Collection Agency Operations and Technology [INFOGRAPHIC]

In 2014, collection agency operations professionals are approaching technology to improve business processes, contact center management, and maintain compliance, showing that they prioritize integration, PCI compliance and customer service over per-transaction pricing when selecting a payment solution.

This was a fundamental takeaway from a recent survey of collection technology solutions and the priorities of decision-making accounts receivable management professionals conducted by BillingTree and insideARM.

The following infographic presents the key findings from that survey with respect to business growth opportunities and risks, adoption of payment technology trends, and convenience fees charged to consumers.

Meet Us at ACA's 75th Anniversary Convention & Expo

Would additional Collector Horsepower help you Increase Recoveries?

If so, let's meet at the ACA International 75th Anniversary Convention & Expo (Booth 1022) in Chicago, from July 23-25.

Call Center Services International (CCSI) has a proven U.S. Debt Collection Center located in Baja California, Mexico (minutes from San Diego). We have successfully established high performance Collection Centers for many top Firms and Agencies (read what some of our clients have to say about working with us and seeing results from our nearshore call center approach).
 
The advantages of a Baja Center are the abundance of professional, bilingual and FDCPA trained agents that are 50% to 70% less than U.S. based counterparts.

Top Call Center Priorities In 2014 [INFOGRAPHIC]

This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.

The survey provided a very interesting numerical context for the state of customer service in 2014.

We created this handy infographic showing the top results of that survey:

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
Mon-Fri: 8:00 am to 5:00 pm (Pacific Time)