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.

 

If you manage credit card holder information in your call center, you might be familiar with The Payment Card Industry Data Security Standard (PCI DSS), a set of security standards designed to ensure credit card information is maintained in a secure environment.

If you are in the process of getting this certification, these suggestions will be useful for you. However, if you are already PCI compliant, this reminder will also be handy for you since being PCI compliant is a continuous process and the best information security practices should always be in top of mind.

Contact Center Customer Service Culture

"The way your employees feel is the way your customers will feel."

-Sybil F. Stershic


We really like this quote. We believe that a good call center culture is key to give a great customer service. We always try to motivate and educate our team to keep our clients happy. Just imagine, every day thousands of calls are made to customers with problems, complaints, questions, or willing to buy something. Customer Service is an everyday activity… Well, not an activity. It is a way of life in contact centers, an attitude.

Call Center Attrition Cost More Than You Think

Contact centers are well known for having a high turnover rate. This represents a high attrition cost. But while attrition is most of the time underestimated, the cost of an agent leaving the call center is much higher that most companies think. When you learn about the real cost of your contact center turnover rate, you can plan the actions needed to reduce or control the attrition rate in your organization. Here are the expenses of the whole process that you should consider when estimating your contact center attrition cost, from employee termination through getting a new hire to achieve a good performance on the operations floor.

Tips Train Agents Avoid Dead Air

Dead air are the long moments of silence during a call. These can be caused for many reasons. Maybe the call center agent needs to find more information, manage a slow system or wait for programs or data that have to be processed. Dead air might not be perceived as a big problem in call centers, but it causes annoyance to our customers. Who likes to be kept waiting? It could also affect the performance of your call center operation because it is time we are not using. For this reason, it is key to train our agents on how to avoid dead time during calls. Here are some great tips to avoid it!

Nearshore or Offshore Contact Center

Offshore contact centers are well known as a low-cost solution and Nearshore outsourcing for their proximity to the United States. But which contact center service is better for you? There are some advantages to consider, like time zone, cultural alignment, accessibility, workforce management and the kind of processes you can implement with these contact center services. Let’s compare Nearshore and Offshore contact center services to see which is a better fit for your company’s needs.

Mexico The Lowest-Cost Advantage For United States Businesses

Cost might not be the only factor in play when choosing a nearshore outsourcing option to do business in another country. But, we must accept that it always matters for business decisions like this. Every year, KPMG conducts an analysis that provides insights of doing business in countries around the world, especially in North America, Europe and Asia-Pacific. The administrative services studied the cost of 4 sectors in 10 countries, examining factors such as labor cost, transportation cost, utility cost, cost of capital and taxes.

© 2017 Call Center Services International. All Rights Reserved.