CEO Blog

09 Sep 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...

30 May 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.

28 May 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.

25 May 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.

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

Centrinex 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:

21 Jan 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.

13 Dec 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.

10 Apr 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.