July 2019, CCSI welcomed a group of students from the University of San Diego Trans-border Institute, in one of its Nearshore Mexico operation centers. The visit took place at the Otay Center in Tijuana, its main center in the region that houses world-class infrastructure with 85,000 sqft.

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Mexico City is one of the most influential financial countries in the American continent and is globally acknowledged for its economic stability and vast culture. Furthermore, it has the 2nd largest urban population, the biggest in the American continent. Making it the best Nearshore location for Contact Centers, world-class companies have benefited from a large recruitment pool, low-cost labor, low rotation rate and proximity to the U.S. Here We’ll tell you more about the key factors that make Mexico City truly the best option.

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Bonuses are a great strategy for call centers to drive motivation and increase performance. The call center work can sometimes turn monotonous and frustrating leading to high turn-over rates, agent burnout and low-performance metrics. Which is why it's paramount to create effective bonus schemes and incentive programs that motivate the agents, increase performance and enforce positive attitudes in the call center. But when there are not properly planned, they can backfire, creating negative competition, demotivation, discomfort or affect negatively the service levels and profit of the company.

For that reason, here we give you 4 steps you need to consider when implementing a bonus program.

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Calculating the number of agents, you need in your contact center in order to offer an excellent service for your customer is not an easy task. You probably have a contact center which by now has grown steadily agent by agent.

That might trigger the feeling of being under or overstaffed or maybe your company will have a big change in department headcount growth, and you need to accurately define how many agents you will need. Well, let me tell you that a simple multiplication will not be enough, and you need to look closer to your numbers to make a correct estimation. Probably you already have heard about the Erlang calculator, but you just don’t know what those required numbers are. Here is what you need to consider.

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