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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.

 

Mexico, the Lowest-Cost International Business Location

Cost competitiveness is one of many factors businesses consider when selecting a country to locate in. KPMG recently conducted an analysis of the relative costs of doing business in North America, Europe, and Asia Pacific. The comparison shows Mexico as the lowest-cost option for any company considering an international business location.

5 FDCPA Communication Restrictions Your Call Center Needs To Know

Under the Fair Debt Collection Practices Act (FDCPA), which protects consumers from abusive and deceptive practices, “communication” is defined as “the conveying of information regarding a debt directly or indirectly to any person through any medium.” Therefore, when your contact center is communicating with consumers, attorneys, or debt settlement companies to collect a debt through any channel, be it telephone or e-mail, it is vital that your collection agents are well-trained with the latest FDCPA compliance information and are familiar with non-compliance risks.

The following is a handy list of five FDCPA facts relating to communication:

Deported Mexicans Get New Life In Call Centers That Cater To The U.S.

Henry Monterroso is a foreigner in his own country. Raised in California from the age of 5, he was deported to Mexico in 2011 and found himself in a land he barely knew.

But the 34-year-old Tijuana native feels right at home as soon as he gets to work at Call Center Services International, where workers are greeted in English. Monterroso supervises five employees amid rows of small cubicles who spend eight hours a day dialing numbers across the United States to collect on credit card bills and other debts.

How to Build Successful Call Center Teamwork

Teamwork in a call center is fundamental because each agent is considered a part of something bigger. Meaning that if one team member performs duties incorrectly, the whole call center team will be affected as a result. In a call center, which can be a fast-paced work environment, everyone is accountable for one another and all contact center managers need to have well-developed team building skills. It takes an experienced manager and dedicated employees to develop a productive teamwork environment in a call center.

The following are essential suggestions to establish effective teamwork in a call center:

3 Ways to Create a Paperless Environment Call Center

Maintaining a paperless environment not only improves employee efficiency (making it easy to manage and track their workload) and reduces environmental impact, but also, in the Call Center Industry, it represents a big leap forward into enhancing information security and minimizing risk, not to mention significantly reducing operational costs.

Most of us already know these and other immediate and long-term benefits of a work environment that has no paper, but how can you make a paperless call center a reality?

Here are three suggestions to cut paper out of your call center operations:

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 environment and ensure your agents are always motivated: