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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
Join Us at The SOCAP Southwest Regional Chapter for Customer Experience Best Practices

Join Us at The SOCAP Southwest Regional Chapter for Customer Experience Best Practices

Call Center Services International is one of the main sponsors for the SOCAP International Southwest Regional Chapter at  Petco Park in San Diego, CA, on September 25th.

Pros and Cons of Outsourcing

Pros & Cons of Outsourcing Your Customer Service Operation

At this point, you might be considering outsourcing your customer service center. Maybe you just started looking for a solution to reduce cost while increasing capacity and performance. On one end, you might have mixed emotions, concerns about leaving the country and what this might entail. On the other, you might be excited because of the cost-saving opportunity; however, you need to think about customer service outsourcing's following pros and cons.

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USD Trans-border Institute visits CCSI’s Otay Center

USD Trans-border Institute visits CCSI’s Otay Center

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.

Mexico City the Best Option for Nearshore [INFOGRAPHIC]

Mexico City the Best Nearshore Location [INFOGRAPHIC]

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 indeed the best outsourcing destination.

4 Key Steps To Create A Bonus Program For Your Call Center

4 Key Steps To Create A Bonus Program For Your Call Center

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

What Do You Need To Estimate Agent Headcount?

What Do You Need To Estimate Agent Headcount?

Calculating the right staffing requirement of contact center agents to offer an excellent service for your customer is not an easy task. You probably have a contact center that has grown steadily agent by agent, and you might have the feeling of being under or overstaffed, or maybe your company will have a significant change in department headcount growth. You need to accurately define how many agents you will need.

 

Bilingual Call Center Agents

Spanish Contact Center vs. Bilingual Agents

As we know, there is a large population of Spanish speaking community in the United States, "The significant number of Spanish speakers in the United States places it second among the countries with the largest population of Spanish speakers". According to the U.S. Census Bureau, Hispanic population reached a record 60.6 million in 2019. They are the country’s second largest racial or ethnic group.

Join CCSI’s Special Events at the ACA Convention 2019 in San Diego

Join CCSI’s Special Events at the ACA Convention 2019 in San Diego

Don’t miss the special events CCSI has for you at the ACA Convention 2019 in San Diego and learn about Nearshore Mexico!