More Than a Call Center

The one and only way to avoid legal trouble is playing by the FTC and CFPB regulations. More important, lenders must choose their vendors, including contact centers, very carefully as their actions and center policies are directly related to your compliance. In other words, if your contact center is not in compliance, neither are you.

Instant connectivity and information access. Getting what you want when you want it isn’t a matter of being self-absorbed anymore. It’s simply part of the times in which we live. The regular 9 to 5 no longer exists. Your customers are doing business outside of normal business hours today, and the trend is here to stay.

Weighing in on the Great Staffing Debate: Hiring Temps vs. Recruiting

First, let’s acknowledge the elephant in the room, shall we? The contact center industry is a transient one in which customer service representatives (CSRs) move from one center to the next in search of better pay and hours. That being said, Centrinex is fortunate to have a remarkably low turnover rate thanks to our motivating managers, opportunities for advancement, training, pay and fun work environment.

Recent banking regulations have caused banks and third party payment processors to back away from processing for short-term online lenders. That’s the bad side, and we’re certainly not making light of it. However, there is also a good side to the situation. The good side is that these stricter regulations have caused the potential cost of buying customer leads to dramatically decrease. If you are paying anywhere in the neighborhood of $160 for your online lending leads, this is the perfect time to re-examine and adjust your lead-buying strategy.

Our ACH Authorization Approach Avoids Abuse and Promotes Cooperation

ACH payments deposit funds into a borrower’s banking account. ACH authorizations also give the “authorization” to electronically debit repayment from a checking or savings account when a loan payment is due. Since the process is electronic, the convenience makes it a preferred choice for a majority of borrowers.

The times they are a changin’ and a business won’t stay in business very long if it doesn't change with the times. Call centers haven’t just accepted changes affecting our industry; we've embraced them. The very core of our business is communication. Our employees are called customer service representatives (CSR). Customer service is the operative word. Today being of service to customers means communicating with them using whatever channels to which they are most receptive and responsive.

Your call center is an extension of your business. How your call center’s customer service representatives (CSRs) conduct themselves reflects directly on the company. The right call center staff can elevate an online lender’s reputation in the industry, increase your profits and improve customer retention. On the flip side, customer service reps also have the ability to undermine your hard-earned leads. They can damage your company’s perception in the public eye. And even worse, they can get an online lender into hot water with federal and state regulators if they fail to follow scripts and processes.

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.