News from Centrinex

Our Lenexa, KS based contact center employed 300 customer service representatives in May 2015. Come June, we hired over 600 new employees. In August, we expect to be 1,000 strong, thanks to a new call center contract we secured recently. Explosive growth at this rate and timeframe requires three things: more call center space, a significant investment in new technology and the ability to recruit and train at lightning speed.

TMC has announced via CUSTOMER magazine the rankings of teleservices and business process outsourcing providers every spring for three decades now. For this 30th anniversary, we decided to throw our hat in the ring against other contact centers to see how Centrinex / Novasors ranked. In April,...

OLA Spring Summit 2015: Where The Industry’s Fate Could be Determined New NACHA guidelines taking effect fall of this year. The Consumer Finance Protection Bureau’s (CFPB) latest proposed regulations governing short-term lending practices. Changes in the industry over the last few years. Public perceptions. Considering the issues facing those in short-term lending, the phrase “where our industry’s fate could be determined” isn’t overly dramatic.

No Second Chances to Play by the NACHA Rules Taking Effect Soon NACHA (which stands for the National Automated Clearing House Association), the governing body of automated clearing houses and a federal banking organization, established guidelines last year that will take effect in the fall of 2015.

Consumer Finance Protection Bureau’s Latest Proposed Regulations Sweeping the Short-Term Loan Industry At the end of March 2015, the Consumer Finance Protection Bureau (CFPB) met in Richmond, VA. Out of that meeting comes the latest round of sweeping federal regulatory proposals affecting the short-term loan industry, specifically targeting loans lasting longer than 45 days where the all-in annual percentage rate is over 36 percent.

We’re approaching a notoriously slow time of year in the online financial services industry. With fewer customers applying for loans, lead volumes drop significantly. Rather than keep the same underwriting and receive less volume, a better strategy is to possibly purchase leads at different (lower) prices and tighten your underwriting requirements.

Company culture is the lifeblood of any organization. It sets expectations and it affects the overall productivity of employees. Company culture is established at the top and trickles down. And while nurturing a strong, positive culture is key to the long-term growth and viability of any business, never is it so important than when applied to a contact center environment.

...And All We Got was This Non-Lousy Quality Assurance Policy When your customer service representatives (CSRs) are handling 1.6 million incoming and outgoing calls a month, your quality assurance policy has to be airtight and enforced every minute, every hour and every day of the week.