NEWS - 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.
We know that it’s hard for contact centers to manage absenteeism. Holidays, vacation, maternity leave, etc., can affect performance on days with a high volume of calls. Now imagine if you add to that the agents that call in sick or simply do not show up.
We have heard the term “nearshore” for some time now and these days we hear more and more about it. We see more companies and consultants analyzing its pros and cons. But, there are still a lot of misconceptions about this business model.
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There are several Nearshore locations that United States companies can consider when expanding or outsourcing their operations. Nowadays, countries like Costa Rica and Brazil are getting attention for Nearshore services.
In the Call Center Industry, there are many software and systems that promise to help us boost performance. We can be overwhelmed by the amount of services companies offer and some of them can be quite expensive.
We want to see our contact center team happy. We know that happy agents equal happy customers and have more productivity. When we are happy we can give better service, be more positive and productive.
Quality monitoring in Contact Centers is key for improvement. It not only helps you find areas of opportunity on calls or have recordings for a legal issue.
If you work in the Debt Collection or Call Center industries, you must know about the Telephone Consumer Protection Act (TCPA), enacted in 1991 as a response to the growth in telemarketing calls.
Need more debt collection agents to meet receivables recovery goals? A nearshore collection center will reduce agent costs by 50%-70% and help you increase recoveries.
