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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.

 

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:

Guide To Understanding Customer Experience Metrics

Managing the Customer Experience has never been more of a priority for companies focusing their call center service on customer-centricity. All companies deliver a Customer Experience, just as all organizations deliver a company culture. However, the experience delivered to customers is not always what the company intended. This is why we need to understand one the key elements in this process: measurement. Because, as with any other process, if the Customer Experience can be measured continuously, it can continuously be improved.

In one of their recent Twitter chats, ICMI moderated a discussion that focused on Customer Experience Metrics. Among the key takeaways from the discussion were these key questions you need to ask yourself in order to understand how to measure the Customer Experience delivered by your company:

6 Facts About Student Loan Debt And Collections [INFOGRAPHIC]

Higher education is vital to improving the talent level of American workers. However, since enrollment grows every year and tuition prices are on the rise, student loans are increasingly playing a significant role in financing higher education and have continued to rise nationwide. According to figures released early this year by the Federal Reserve Bank of New York, at the end of 2013, American students’ debt had inflated to a total of $1.08 trillion, an increase of over 300% since 2003.

This burden hurts everyone and impacts the entire economy, where the debt collection industry plays an important role. Still, a recent survey showed that most Americans do not have a high comprehension on the ramifications of student debt.

Meet Us At Call Center Week 2014

Top Companies such as Time Warner, Avis/Budget, Direct TV, Verizon, and Beach Body Fitness have established nearshore call centers in Baja California, Mexico because of several key advantages. If you are interested in establishing a nearshore contact center, then we would like to meet you at the 15th Annual Call Center Week Conference and Expo in Las Vegas, NV from June 11-13.

Call Center Services International (CCSI) has a proven solution for companies seeking to establish a nearshore call center operation. This is not "outsourcing", rather your Baja Center becomes an extension of your existing operation and is managed by your U.S. team. This approach is highly successful because it allows you to maintain control of your call center operation, reduce operational costs, and measure performance in real-time.