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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.

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FCR Announces Partnership With CCSI For Nearshore Operations Expansion

FCR Announces Partnership With CCSI For Nearshore Operations Expansion

EUGENE, OR - FCR, the premier provider of outsourced live agent call center and business process solutions, announced its plans to open a new nearshore contact center with Call Center Services International (CCSI) in Baja California, Mexico.

How To Reduce Call Center Agent Absences During The Holidays

How To Reduce Call Center Agent Absences During The Holidays

It is hard to imagine that someone would not love the holiday season, but for many companies and call centers, it is a hectic season. Employees can get stressed out and skip work to spend time with their family. In many cases, the holidays mean chaos for call center managers and they probably might not like this season as much as everyone else.

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Be A Better Call Center Leader: 7 Things You Can Do

Be A Better Call Center Leader: 7 Things You Can Do

Leadership is a must for call center managers. They work with people and need to guide them to reach a common goal following the same vision. We know this is not an easy task or that it seems to be easier for some people than others.

5 Great Ways To Say Thank You To Your Call Center Team

5 Great Ways To Say Thank You To Your Call Center Team

This season is a great time as any to give thanks for all we have and to all the people that make our lives brighter. Including your call center team members! These hard-working people bring success to your company and have grown with you.

U.S. Deportees Find New Work Life In Tijuana Call Centers

U.S. Deportees Find New Work Life In Tijuana Call Centers

Most call center workers in the Tijuana area have been deported from the United States. They speak English perfectly, so they can serve customers of American companies that have nearshored this service.

8 Horrifying Phrases You Never Want To Hear In Your Call Center

8 Horrifying Phrases You Never Want To Hear In Your Call Center

It’s Halloween time. We could talk about ghosts, witches, and nightmares. But, we want to talk about something scarier: horrifying phrases that you might have heard on the call center floor and that gave you goosebumps.

How To Create A Unique Call Center Greeting For Your Customers

How To Create A Unique Call Center Greeting For Your Customers

Many call center managers can agree with us that the greeting in a call is extremely important in customer experience. It could sound as something simple, but it’s the first thing your agents are going to say in every call, the first impression, and the moment they present themselves and the company to a customer.

In-House Vs. Outsourcing: Making A Better Call Center Cost Comparison

In-House Vs. Outsourcing: Making A Better Call Center Cost Comparison

When evaluating the possibility of hiring an outsourcing call center service and its cost-saving opportunity, the most important part is knowing your own in-house call center cost.