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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
5 FDCPA Communication Restrictions Your Call Center Needs To Know

5 FDCPA Communication Restrictions Your Call Center Needs To Know

Under the Fair Debt Collection Practices Act (FDCPA), which protects consumers from abusive and deceptive practices, “communication” is defined as “the conveying of information regarding a debt directly or indirectly to any person through any medium.”
Deported Mexicans Get New Life In Call Centers That Cater To The U.S.

Deported Mexicans Get New Life In Call Centers That Cater To The U.S.

Henry Monterroso is a foreigner in his own country. Raised in California from the age of 5, he was deported to Mexico in 2011 and found himself in a land he barely knew.

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How to Build Successful Call Center Teamwork

How to Build Successful Call Center Teamwork

Teamwork in a call center is fundamental because each agent is considered a part of something bigger. Meaning that if one team member performs duties incorrectly, the whole call center team will be affected as a result.
3 Ways to Create a Paperless Environment Call Center

3 Ways to Create a Paperless Environment Call Center

Maintaining a paperless environment not only improves employee efficiency (making it easy to manage and track their workload) and reduces environmental impact, but also, in the Call Center Industry, it represents a big leap forward into enhancing information security and minimizing risk, not to mention significantly reducing operational costs.
5 Tips to Drive Call Center Agent Motivation

5 Tips to Drive Call Center Agent Motivation

A happy contact center workforce equals happy customers, because a motivated staff will work better and harder. Yet, different individuals respond to different incentives, and the same goes for groups, they might not all respond to the same stimulus. So, how do we boost the morale of employees on a daily basis?

Facts About Collection Agency Operations and Technology [INFOGRAPHIC]

Facts About Collection Agency Operations and Technology [INFOGRAPHIC]

In 2014, collection agency operations professionals are approaching technology to improve business processes, contact center management, and maintain compliance, showing that they prioritize integration, PCI compliance and customer service over per-transaction pricing when selecting a payment solution.

Meet Us at ACA's 75th Anniversary Convention & Expo

Would additional Collector Horsepower help you Increase Recoveries? If so, let's meet at the ACA International 75th Anniversary Convention & Expo (Booth 1022) in Chicago, from July 23-25.
 Top Call Center Priorities In 2014 [INFOGRAPHIC] News 20 June 2014 Top Call Center Priorities In 2014 [INFOGRAPHIC] This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.  The survey provided a very interesting numerical context for the state of customer service in 2014.  We created this handy infographic showing the top results of that survey: Read more ...

Top Call Center Priorities In 2014 [INFOGRAPHIC]

This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.