As employees trickle back in to work on-site at our call center, they’re noticing that much more has changed beyond wearing face masks, keeping safe distances, limited non-employee access, and an abundance hand sanitizer. To even further assure our employees that we’re doing all we...
The beginning of March marked an unprecedented time for the U.S. and local businesses alike. For Centrinex Call Center Services in Lenexa, Kansas, this meant beginning the task of staying ahead of restrictions. It was seemingly impossible considering guidelines - recommendations and information changed daily. Our...
From the windows of Centrinex’s new fifth floor office in the iconic Firestone Building, you can see all of downtown Kansas City. Turn away from the window, and you’ll see the “S” from the original Firestone sign on the wall. Each of the building’s floors...
Call center work can be rewarding, fast paced and satisfying. An eight-hour shift can go by quickly. As far as jobs go, this one has lots of opportunity to advance. But without the right culture in place, like all jobs, it can become a means...
Call center agents at Centrinex undergo extensive job training after they’re hired. Some of our customer service representatives who work on specific accounts not only receive training on our systems and processes, but also on our customers’ specialized protocols, which are tailored to their unique...
According to Chinese astrology, 2015 is the year of the surefooted goat. Skilled, confident and nimble describe goats, and those also apply to Centrinex’s business approach over the year. 2015 was a time of significant changes for Centrinex, a call center headquartered in Lenexa, KS....
We didn’t start off with nearly 1,000 customer service representatives. We didn’t open with three locations. Like many companies, we were a startup in 2005. You could count the number of employees we had on two hands. That goes for our number of clients back...
Centrinex’s customer service representatives are empowered to find out why and save the business The online loan application process is purposely streamlined for the customer’s convenience, yet there is still a 10 to 15 minute time investment involved. Approximately one-third of loan applicants complete the application...
Customer service representatives (CSRs) are the backbone of any contact center. They are the people on the frontlines making sure that your customers are happy and satisfied. They are often the ones who are responsible for either your customers loving or hating your company, based on how a call is handled. Clearly, a lot of “customer service” weight rests on their shoulders.
Not too long ago, we published a blog regarding the National Automated Clearing House Association (NACHA) and new rules that would soon take effect. NACHA is a group that governs automated clearing houses. The new guidelines will be imposed and enforced by this association beginning...