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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.

 

The Importance of Customer Service in the Mobile Era

We are, hopefully, all convinced of the importance of customer service. What about mobile device enabled customer service? Equally important I would say. Let me illustrate: A few days ago I overheard a conversation during which an 8 year old showed his dad's new iPhone to a friend. When he got to the handset icon he said: "That's the phone app". That little snippet of conversation caused me to reflect on how smartphones (and tablets) are changing the way in which we think about being connected with the wider world. In the past being able to make and receive calls from anywhere was absolutely phenomenal. Today this is seen as just one of the many things that the devices that we carry around should be able to do. We use mobile devices to shop, surf, talk, text, chat, email, navigate and many other things beside. Perhaps we should begin to call them 'remote controls for life'.

BPO Providers Anticipate Big Windfall as ‘ObamaCare’ Threatens to Drive Jobs Offshore

obamacare-logo fullThe so-called "ObamaCare" law, set to go in effect next year, has the potential to become a huge win for the global BPO industry – but the devil is in the details depending on how U.S. employers react to the new mandate. Many large employers have announced their intentions to limit employment due to the new law's requirements—and has created a potential bonanza for outsourcing providers seeking to expand business functions support for corporate business services previously residing 'in-house'

Obviously, the prospect of employers seeking to reduce exposure to these mandates, especially for those employing a large number of entry level professionals such as domestic customer service representatives, causes any prudent executive to examine options, including outsourcing certain work functions to reduce or eliminate exposure to the potentially onerous mandates of the health care initiative. This shift in business has some sell-side executives considering the opportunities.

FDCPA Reform Coming? Senate Subcommittee to Hold Hearings on Debt Collection

shutterstock 1703806The Senate Banking Committee's Subcommittee on Financial Institutions and Consumer Protection will be holding a series of two hearings beginning next week to discuss the debt collection industry and possible legislative fixes to current law.

Senator Sherrod Brown (D-Ohio), chairman of the subcommittee, last month sent a formal letter to Consumer Financial Protection Bureau (CFPB) Director Richard Cordray urging the federal watchdog to issue rules and regulations to tighten oversight of the debt collection industry. At the time, Brown promised to hold hearings on how to best update the Fair Debt Collection Practices Act (FDCPA).

When a Company Decides to Move Its Call Center Operation to a More Competitive Location, The Question is: Where?

Even though offshore, India, Philippines or South Africa, might seem like the first option, the industry trends rise towards nearshoring, a more attractive option to consider.

Mexico has become the preferred "nearshore" destination for companies servicing North and South American markets due to the bilingual and skilled workforce. These companies realize an immediate competitive advantage because of the huge cost savings benefit a Mexico Call Center provides and the close proximity to the U.S. This proximity allows your management team to maintain control of the agents, processes and ensures performance standards are met.

Viewpoint: Five myths about Mexico

As US President Barack Obama visits Mexico this week, he may want to consider the new realities of the country, says Shannon O'Neil, from the Council on Foreign Relations.

President Obama's visit to Mexico is part of a long tradition of diplomatic relations between the US and its neighbour to the south.

But while many Americans feel that they understand the basic economic and social forces that drive Mexico, the realities are much more interesting.

Here five myths about Mexico, that have a direct impact on American foreign policy, are debunked.

Mexico Rises in Business Process Outsourcing with India’s Annual Economic Outlook Reporting a 10% Loss in BPO

Tijuana, Baja California, MEXICO. India's pre-budget Economic Survey report was delivered to the Indian Parliament at the end of February. The annual economic report showed a 10% loss over the last 5 years in Business Process Outsourcing (BPO) business to other countries making a notable dent in India's $20B world share. Mexico is emerging as a formidable player in the BPO sector with other strategic locations such as the Philippines and Brazil. According to the NASSCOM report, most of this loss is in the voice contract sector.

The Tijuana-based Call Center Services International (CCSI) cites this as yet another sign that Mexico is becoming a more attractive nearshore option for North American firm's call centers and BPO needs.

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