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Archive for the ‘CEO Blog’ Category

Contact Center CEO Shares 5 Secrets to Building a Better Company Culture

While most are familiar with the term, company culture refers to the beliefs and behaviors held by a corporation’s management and employees, which can be recognized in client transactions as well as day-to-day business functions. Company culture is constantly growing and developing due to the cumulative traits of both seasoned employees and new hires within an organization.
Many entrepreneurs today struggle with creating and nurturing their company’s culture. How do you create a company culture that is conducive to loyalty and success in a competitive market? Ping pong tables? A coffee shop in the lobby?
Given the reputation call centers have for being transient and well… unpleasant places to work, who better to answer that question than a contact center CEO.

#1 – Focus on Company Values

Your core company culture includes your character and values as well as your style. An employee believed $120 was taken from a wallet. Granted, the wallet was left in an accessible place to others, but that’s not the point. Rather than ignore the situation, I took $120 out of my own wallet to replace the employee’s money. No big deal was made about it. Not many people saw me do it. But that $120 bought more than a few bricks for our company’s foundation of values. How your organization handles day-to-day issues says a lot about your style. Nurture an impressive and visionary company culture when you lead by example, gaining the respect of your employees with both actions and words. That’s one of our core values at Centrinex.

#2 – Ensure Employees Believe in Your Brand

You may not realize this, but employees within your organization want to believe in the company as well as the jobs they perform. When employees believe in your brand, you build loyalty and that means less turnover as your workers aren’t likely to leave for a slight bump in pay. This is imperative because employees cannot properly promote and sell your brand if they do not believe in it.

#3 – Secure a Universal Focus, the Customer

Your business cannot strive if everyone has a different focus, weakening the core of your company culture. No one cares what is ideal for your CEOs, but everyone will be on board when the end goal focuses on the customer. That being said, you may have to consider long-term results rather than the here and now to secure the absolute best customer focus.

#4 – Be Transparent with Employees in Regards to Company Decisions

When the corporation is facing an important decision or a pending deadline that could potentially affect everyone, you can build a better company culture by confiding in your employees. Letting workers know about company decisions can make them feel more invested, creating an opportunity for employees of all levels within the business to help with solutions and face challenges together. This creates camaraderie and a better work ethic while building a desirable company culture.

#5 – Acknowledge and Celebrate Company Achievements

It should be no surprise that acknowledging and celebrating employee achievements are both excellent ways to build a company culture you can be proud of. Large or small victories are an excellent way to make employees feel like a valued and important part of your organization. This leads to happier employees and even better work performances.

Knowing the importance of your corporate culture further reinforces the ideal that employees are the backbone of your business and is a key factor in your company’s overall success. Here’s a little bonus secret: when you ask employees how they are doing, pause. Most likely, they’ll respond with the proverbial, “Fine.” Pause. Wait. 30 seconds. Chances are they will tell you more and the conversation can go from there.

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Are Call Centers a Weak Link in Compliance?

When it comes being compliant, call centers serving the financial and lending industry have two masters to serve—federal and state regulators as well as their online lending customers.

Considering the size of the compliance fence, there is always the potential for a weak link. Fingers are pointed at call centers often enough, especially since fraudulent loan applicants and identity thieves see them as easy targets. Federal and state regulators also have call centers in their crosshairs. Loan applicants must be given certain pieces of information regarding lending and the Fair Debt Collection Practices Act governs the ways in which outstanding debt is collected. Loan applicants must receive and show understanding of loan origination and disclosures, which can be challenging over the phone.

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Top Call Center Trends of 2013

We have an obligation to stay at the forefront of current call center trends. It’s one of the reasons that Centrinex is a respected provider in the call center industry. As a call center leader, staying not just on top, but ahead of trends is imperative to our online lender customers’ success.

Call centers and the industry as a whole are experiencing a wide range of innovation. For Centrinex, we’ve taken these outside trends and improved upon them internally to better support our clients’ needs and goals. Understanding the current and upcoming call center trends is a requirement for online or payday loan lenders to improve efficiencies and increase profit, while enhancing customer service.

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Are Onshore Call Centers Better than Offshore Call Centers?

The call center industry and the online lending clients it serves have seen a fair share of debate over onshore versus offshore call center outsourcing. As a call center provider that offers both options, Centrinex is a neutral party in this ongoing discussion. Each type of call center has its own benefits, downsides and trade offs.

The differences between onshore and offshore call centers boil down to three factors: cost, language and location. Online lenders must weigh the pros and cons against their budget, business practices and goals to determine whether an onshore or offshore call centers better suits their purposes.

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5 Things to Consider Before Outsourcing to a Call Center

Have you reached the point where call center outsourcing has become a real possibility or even an immediate necessity? Congratulations on your burgeoning business. Here are a few things to consider before pulling the trigger on outsourcing and choosing a call center.

How’s your space treating you? Having the perfect amount of space is paramount to business growth. Enough space is required to grow, however, no one wants to pay for more square footage than necessary. Planning on relocating when more space is needed isn’t the best option since moving is extremely disruptive to business as usual.

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Centrinex’s Offshore Call Center in Costa Rica Gives Online Lenders Attractive Options

Call Center Lobby / Cafeteria in Costa RicaCentrinex began its offshore call center operations in Costa Rica back in 2008. Since that time many of our online lending customers have taken advantage of the Costa Rican call center’s attractive options. Currently the offshore call facility employs 65 people, but the space and infrastructure is ready for expansion up to 275.

If you are or soon will be considering an offshore call center, Centrinex’s facility in Costa Rica comes with several possibilities tailored to your needs such as:

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Ever Wanted to Speak to Your Representative or Senator?

OLA’s Hosting Its Spring Summit
Washington D.C.
April 24-26, 2013

Founded in 2005, the Online Lenders Alliance is an organization representing the growing industry of U.S.-based companies offering online consumer short-term loans.

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Delaware Becomes Next State to Pass Legislation Limiting Instant Payday Loans

Currently, there is no limit to the number of payday loans a Delaware resident can take out over any given time period. But that will change on January 1, 2013 when a new law, patterned after similar laws in Washington and Illinois, takes effect. Payday lenders are anticipating changes in their systems and reporting as more states could follow in Delaware’s footsteps.

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What Payday Lenders Need to Know About CFPB Compliance

Romney had promised to scale back the scope of the Consumer Financial Protection Bureau (CFPB), but Obama has been re-elected into office and the CFPB is here to stay. The CFPB was created under the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010 (Dodd-Frank Act) in the aftermath of the 2008 mortgage crisis.

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Centrinex to Attend OLA Conference

Centrinex, a leader in call center management for the financial services industry, will be attending this year’s Online Lenders Alliance Spring Summit in Washington, DC. Our CEO, Bart Miller, has served on the OLA Board since 2009 and is the Board liaison to the Emerging Lenders Council.

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