News from Centrinex

30 Dec Telephone Consumer Protection Act Rules

How to avoid Telephone Consumer Protection Act Rules fines or legal action

Doesn’t it seem like the last 22 years have flown by? That’s how long ago the Telephone Consumer Protection Act (TCPA) was passed, taking effect on December 20, 1992. TCPA changed how companies used telemarketing and how call centers operated, establishing no-call lists, fining those not following its provisions and allowing individuals to file lawsuits and collect damages for receiving unsolicited telemarketing calls and faxes.

12 Nov Best Practices In Call Center Recording To Measure Quality Assurance

The benefits of using call recording software in call center environments are undisputed. Those benefits multiply ten-fold when the call recording software is applied to reviewing customer service representatives’ (CSR) performance during their first 45 days of employment.

12 Nov The Secret to Retaining Your Best Call Center CSRs

Okay, so maybe "secret" is a bit overly dramatic. Retaining your best call center customer service representatives (CSRs) isn't rocket science. It’s not difficult in the least because there’s no secret to it. All it takes is acknowledging that it’s often the little things that deliver the best outcomes. And in this case, the little things are cash and recognition in exchange for a job well done.

09 Oct Bart Miller, Centrinex CEO and Founder, Honored with Outstanding Business Award in New York City

Bart Miller, Centrinex call center’s chief executive officer and founder, will be honored by his alma mater, Quinnipiac University, with their Outstanding Business Alumni Award. The Award Ceremony will take place at The Metropolitan Club in New York City on November 22, 2013.

09 Oct Centrinex CEO to Present At Annual Online Lenders Alliance Leadership + Innovation Conference

It’s been said that if you don’t like the way things are going, then change the conversation. The OLA Conference is a forum to do just that. Over 500 leaders working within and on the perimeters of the lending industry will gather in San Diego, CA on October 16-18 to “drive change and serve customers,” which is also the conference’s 2013 theme.

30 Sep Longevity of Management Is A Competitive Advantage For Top Call Centers

Centrinex’s Longevity of Management Means Competitive Advantage For Call Center Clients

Centrinex opened its doors in 2005. This length of time in the call center industry can bring a wealth of knowledge and information. This wisdom passes from our management on to the customer service representatives and spreads across our entire organization, defining our culture.  It’s powerful.

29 May Costa Rica Call Center Location Expanding

On May 23, 2013 Rudy Waldner, Chief Operations Officer of Centrinex and author of the book "Marketing from the Trenches" attended a Commencement Ceremony at the Concentrix Costa Rica South Site. He was accompanied by a number of representatives that work with different customers at the Costa Rica call center. The building in progress is part of Concentrix's plan to continue their expansion in Costa Rica and to provide a Business Continuity Plan for their local operations and across the globe. Upon completion  of this facility it will be used to expand capacity to 150 seats. The long term goal is to expand the operations by 500 seats.

21 Mar Centrinex Does the Harlem Shake

Who says that you can't have fun working at a call center? Harlem Shake is a dance that originated in Harlem in 1981 and in 2013 it became the latest internet meme.

14 Jan Delay In Tax Return Processing Will Affect Online Lenders

The IRS announced it is delaying processing individual tax returns until January 30th. The IRS’s software systems are being tested and tax forms are being updated to reflect changes mandated by the so-called fiscal cliff bill. This is over a week later than usual. With individual tax return processing delayed, tax refunds will be issued later too—February 8^th at the earliest. The delay in tax refund payments could easily extend the “most wonderful time of the year” for online lenders and call centers. Typically by the third week of January, new loan volume abruptly slows as the holiday shopping season ends and consumers climb over the financial spending hump in the first couple weeks of the year. Some times loan customers rely on tax refunds to pay off any online loans they took out during the holiday season or first of the year.