News/Resources

11 Feb Contact Center Technology is a Reality, But No Substitute for Service

Posted at 03:59h in Technology

There is no doubt that technology is leading the charge in call center advancements. In fact, various technologies already have changed the contact center landscape. We are faster, more efficient, more secure and responsive than ever before. And while call centers have come a long way thanks to technology, we’re far from what’s possible.

09 Jan When Business Slows, Buy Leads Low and Underwrite High

Posted at 03:55h in News from Centrinex

We’re approaching a notoriously slow time of year in the online financial services industry. With fewer customers applying for loans, lead volumes drop significantly. Rather than keep the same underwriting and receive less volume, a better strategy is to possibly purchase leads at different (lower) prices and tighten your underwriting requirements.

09 Jan Controlling Costs with Continuous Call Center Queue Management

Posted at 03:53h in More Than a Call Center

Ensuring your contact center’s flexibility, value and ability to meet agreed upon service and call metrics is largely dependent on continuous queue management. When your outsourced call center correctly manages staffing versus call volume, your value from the relationship increases while costs are kept in check.

17 Nov 2014: The Year of Getting Fit, Healthy Competition, Political Awareness and Giving Back

Posted at 21:14h in News from Centrinex

Company culture is the lifeblood of any organization. It sets expectations and it affects the overall productivity of employees. Company culture is established at the top and trickles down. And while nurturing a strong, positive culture is key to the long-term growth and viability of any business, never is it so important than when applied to a contact center environment.

17 Nov Centrinex Breaks 1.6 Million Monthly Calls…

Posted at 21:11h in News from Centrinex

...And All We Got was This Non-Lousy Quality Assurance Policy When your customer service representatives (CSRs) are handling 1.6 million incoming and outgoing calls a month, your quality assurance policy has to be airtight and enforced every minute, every hour and every day of the week.

16 Oct Tackling Online Lending’s Pressing Issues In New Orleans

Posted at 16:36h in News from Centrinex

Short-term lending thought leaders, investors and innovators met for the Online Lenders Alliance’s (OLA) Leadership + Innovation Conference (LEND360) at Sheraton New Orleans October 15-17 to tackle our industry’s pressing issues, grow their businesses and share strategies and information. LEND360, in partnership with the Daily Funder, is revolutionizing the way online lenders and service providers work together.

16 Oct A Friendly Reminder From Centrinex: Go VOTE!

Posted at 16:33h in News from Centrinex

Election Day is November 4, 2014. Write it on your calendar. Set a reminder on your phone or computer. Tie a string around your finger. Do whatever is necessary to help you remember to vote in the upcoming election.

26 Sep Playing by the FTC and CFPB Rules is Good Business

Posted at 19:07h in 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.

26 Sep The U.S. Postal Service Has Nothing on Our Contact Center

Posted at 19:04h in More Than a Call Center

So we have all heard that the postal service delivers through sleet, ice and snow. But here at Centrinex, we can do those postal carriers one better. Our outsourced contact center is designed to survive even if our facility is leveled. Really. Leveled. Like to the ground.

21 Aug It’s 3:00 AM…Do You Know Where Your Call Center is?

Posted at 16:03h in More Than a Call Center

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.