News/Resources

Meet David LaBatt, Centrinex’s New Senior Vice President and All Around Smart Guy

Centrinex is thrilled to introduce our new senior vice president, David LaBatt. Under the leadership of our CEO, Bart Miller, David will work with his team(s) to prepare and conduct process improvements. He will develop and prepare materials for the teams’ use, coordinate internal and external events, coordinate with department management and lead instruction on the use of process improvement tools. As if that wasn’t enough to put on his plate, also David will help facilitate team decisions, manage teamwork and assist in developing new client implementation/action plans and improved client follow-up.

When your contact center lives and dies by the phone, you better make sure you have a back up system. And a back up for the back up. You should be able to transport that phone system anywhere in the world and offer your contact center customers access. Which is why when it comes to Centrinex’s phone system, we don’t believe there is such a thing as too redundant or transparent.

Online lending call centers can run into trouble when borrowers feel disconnected from a knowledgeable customer service representative (CSR) who can answer their questions in real time. Rather than risk losing an opportunity to make contact with potential borrowers, Centrinex uses live chat, in addition to phone calls and emails. As it’s proven time and time again, live chat is yet another way our contact center CSRs conveniently answer your customers’ most common questions. Not to mention increasing productivity, customer satisfaction and your bottom line.

Native American Tribes and Offshore Lenders Question Legality in Court

Criminal and civil laws in New York, as well as in 14 other states and the District of Columbia, prohibit payday lending. Under New York law, it is civil usury for non-bank lenders like payday lenders to make loans under $250,000 with an interest rate exceeding 16% per annum. Also, it is criminal usury to make a loan in New York with an interest rate exceeding 25% per annum.

When you employ a staff of hundreds, you learn a thing or two about letting employees go. Whether the termination is based on circumstances beyond the employee’s control like downsizing or reorganization or poor performance, letting someone go is tough—on both sides.

In the time it’s taken you to read this short blog post, our call center customer service representatives (CSR) have fielded 120 phone calls and approved 20 loans. Our CSRs log a staggering million minutes a month on the phone, talking to our lender clients’ customers, efficiently and kindly walking them through the process, and closing sales. Of these calls and minutes, 75% of them are handled at our Midwest call center and 25% of them are taken at our facility in Costa Rica. 

Security and compliance are front and center at Centrinex. To get an idea of the measures we have in place to protect our customers’ data, simply walk through our call center’s front door. No, wait. You can’t—not without a badge. And you’ll need to be buzzed in first. As a guest, you’ll also need a Centrinex “chaperone” to go past our main lobby. We won’t ask you for your first-born or a blood sample, but we will insist that you sign in…and out when you leave. We won’t follow you into the restroom stall, but our staff keeps an eye out. In the call center industry, there is no such thing as too careful.