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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.

call center needs and the benefits
6 Advantages Of A Nearshore Call Center

6 Advantages Of A Nearshore Call Center

Speaking from our experience in establishing call centers in Baja California for North American businesses, we have come to understand that when companies consider offshore outsourcing, they are looking at associated benefits, like lower costs and avoiding the difficulty of recruiting and training agents, among others.
10 Examples Of Debt Collection UDAAP To Avoid

10 Examples Of Debt Collection UDAAP To Avoid

As part of an effective Compliance Management System, it is important to always make sure that all your call center debt collectors know the rules and what types of practices are unfair, deceptive or abusive with periodic training.

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Meet Us At The NARCA 2014 Spring Collection Conference

Meet Us At The NARCA 2014 Spring Collection Conference

Can a nearshore Collection Center help you increase recoveries and reduce operational costs? To learn how, let's meet at the NARCA 2014 Spring Collection Conference, May 15th to the 18th.
Customer Satisfaction: The Call Center Execution Gap [INFOGRAPHIC]

Customer Satisfaction: The Call Center Execution Gap [INFOGRAPHIC]

Establishing customer-centric call centers is increasingly becoming the center of attention for companies. Therefore, managing the customer experience and meeting customer satisfaction has never been more of a priority.
4 Steps To Successfully Survive A CFPB Investigation Or Examination

4 Steps To Successfully Survive A CFPB Investigation Or Examination

On April 9, the CFPB ordered Bank of America to pay about $727 million for illegal credit card practices. The largest enforcement action taken by the CFPB so far. In the debt collection industry, investigation by regulators and subsequent monetary penalties are not the only cost of noncompliance. It also leads to litigations and lawsuits, brand damage, loss of customers, diminishment of business, and bad customer experience.
U.S. States That Require Collection Agency License

U.S. States That Require Collection Agency License

Many U.S. States have laws regulating debt collection, to which agencies must adhere. In addition, many States and a few cities require collection agencies to be licensed. It is important for debt collection agencies to understand this practice, because it is a sign of professionalism and commitment to the industry.
4 Ways To Reduce Call Center Staffing Expenses

4 Ways To Reduce Call Center Staffing Expenses

The challenge of effective call center recruiting practices comes down to seeking the best talent in the industry while avoiding rising costs. Fortunately, today there are several best practices and creative ways to help you find the best talent available for your call center with few resources or even without spending a single penny on job postings.
 Keeping Your Business Up To TCPA Compliance News 19 March 2014 Keeping Your Business Up To TCPA Compliance  TCPA litigation exploded in 2013 with a total of 1862 lawsuits throughout the year and significant financial consequences. The Telephone Consumer Protection Act of 1991 (TCPA) restricts telephone solicitations and the use of automated telephone equipment, such as automatic telephone dialing systems (ATDS) or an artificial or prerecorded voice to telephone numbers assigned to a mobile device, also known as "robocalls".  When a company is required to comply with the TCPA and does not, the FCC may impose mandatory penalties ranging from $500 to $1,500 per violation, and there is no limit on the number of violations that can be included in an individual suit, so the costs can quickly climb into the millions. Read more ...

Keeping Your Business Up To TCPA Compliance

TCPA litigation exploded in 2013 with a total of 1862 lawsuits throughout the year and significant financial consequences.