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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.


Hire the right agents soft skills

In the Contact Center Industry, recruitment can be demanding. Many companies end up hiring just to fill the seats with people and this results in high turnover and more hiring necessities. This bad habit shows the importance of interrupting the cycle and start hiring only the right people. Also, if we talk about Customer Service and Customer Experience, it’s even more important to look for the right people. How do you do this? Asses the soft skills that are needed for Contact Center Agents. Hiring top talent with soft skills that align with your company culture and that can attribute a customer care mindset will obviously reduce your turnover rate and increase your customer satisfaction, as well as many other KPIs you might track. But, what are soft skills how do you assess them? It might seem a little complicated, but don’t worry. These suggestions will allow you to identify soft skills you need for your contact center agents!

Employee Experience Articles

When it comes to Contact Center Employee Experience, it seems that we’ll never stop learning. Taking care of our employees can be challenging, but essential. Making sure employees have a perfect experience in our company every day will have an impact on making our customers even happier. Therefore, it’s important to keep learning more and more about this topic. We have read several articles that we think are worth sharing with you. These articles talk about how to improve the Customer Experience, but also about how it’s connected to the Employee Experience. Many times, we just think about the customer and we don’t stop to see that maybe the answer is in our employees. We invite you to read these excellent articles:

Reasons Why CEOs Nearshore

Nearshore keeps growing at a yearly growth rate of approximately 6.7% (Frost & Sullivan, 2017). There are more and more U.S. companies looking into Nearshore locations to outsource their contact center or software development operations. In 2015 it was estimated that 20%-30% of U.S. call traffic was being sent to Nearshore delivery sites (Frost & Sullivan). You can imagine how much that percentage has increased by now, and when you analyze see the obvious Nearshore advantages you can see why: cultural alignment,  bilingual capability, proficient English skills, short travel distance, and cost saving. But, what are other real reasons Contact Center CEOs are moving to Nearshore locations for their business needs, concerns, and priorities? Let’s dive into them.

Agent Empowerment

In previous articles, we have talked about the importance of employee empowerment in customer service and in the Contact Center Industry in general. It helps in many ways, from making our customers happier, increasing agent motivation, and reducing cost. There is much more to gain than to lose, don’t you think?

 But, what is agent empowerment all about? Why are managers so scared about this topic?

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
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