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.
When it comes to winter weather, brick and mortar stores have it easy compared to hospitals, emergency services and call centers. If snow and ice pile up outside, making travel dangerous, some businesses have the luxury of hanging a closed sign on the door and calling it a day.
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.
Company is Proud Gold Sponsor of EPIC Loans Systems 2nd Annual User Conference
EPIC Loan Systems is hosting its second annual User Conference January 22 – 24, 2014 in Fort Lauderdale, Florida at the Seminole Hard Rock Hotel & Casino. We found EPIC’s conference so valuable last year, that we’re going again this year as one of two Gold Sponsors.
The inevitable time of year is creeping up when loan volumes drop dramatically after the holiday shopping season. Rather than bide time waiting for business to pick up again, we have a better idea.
The seasonal slow down is the perfect opportunity to start evaluating your call center’s performance and evaluating your outsourcing options. Keep in mind that increased activity during the holidays skews the numbers so make sure you average the entire year.
How to avoid Telephone Consumer Protection Act Rules fines or legal action
Doesn’t it seem like the last 22 years have flown by? That’s how long ago the Telephone Consumer Protection Act (TCPA) was passed, taking effect on December 20, 1992. TCPA changed how companies used telemarketing and how call centers operated, establishing no-call lists, fining those not following its provisions and allowing individuals to file lawsuits and collect damages for receiving unsolicited telemarketing calls and faxes.
The benefits of using call recording software in call center environments are undisputed. Those benefits multiply ten-fold when the call recording software is applied to reviewing customer service representatives’ (CSR) performance during their first 45 days of employment.