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.
When it comes being compliant, call centers serving the financial and lending industry have two masters to serve—federal and state regulators as well as their online lending customers.
Considering the size of the compliance fence, there is always the potential for a weak link. Fingers are pointed at call centers often enough, especially since fraudulent loan applicants and identity thieves see them as easy targets. Federal and state regulators also have call centers in their crosshairs. Loan applicants must be given certain pieces of information regarding lending and the Fair Debt Collection Practices Act governs the ways in which outstanding debt is collected. Loan applicants must receive and show understanding of loan origination and disclosures, which can be challenging over the phone.
On May 23, 2013 Rudy Waldner, Chief Operations Officer of Centrinex and author of the book "Marketing from the Trenches" attended a Commencement Ceremony at the Concentrix Costa Rica South Site. He was accompanied by a number of representatives that work with different customers at the Costa Rica call center.
The building in progress is part of Concentrix's plan to continue their expansion in Costa Rica and to provide a Business Continuity Plan for their local operations and across the globe. Upon completion of this facility it will be used to expand capacity to 150 seats. The long term goal is to expand the operations by 500 seats.
We have an obligation to stay at the forefront of current call center trends. It’s one of the reasons that Centrinex is a respected provider in the call center industry. As a call center leader, staying not just on top, but ahead of trends is imperative to our online lender customers’ success.
Call centers and the industry as a whole are experiencing a wide range of innovation. For Centrinex, we’ve taken these outside trends and improved upon them internally to better support our clients’ needs and goals. Understanding the current and upcoming call center trends is a requirement for online or payday loan lenders to improve efficiencies and increase profit, while enhancing customer service.
The call center industry and the online lending clients it serves have seen a fair share of debate over onshore versus offshore call center outsourcing. As a call center provider that offers both options, Centrinex is a neutral party in this ongoing discussion. Each type of call center has its own benefits, downsides and trade offs.
The differences between onshore and offshore call centers boil down to three factors: cost, language and location. Online lenders must weigh the pros and cons against their budget, business practices and goals to determine whether an onshore or offshore call centers better suits their purposes.
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.
Centrinex began its offshore call center operations in Costa Rica back in 2008. Since that time many of our online lending customers have taken advantage of the Costa Rican call center’s attractive options. Currently the offshore call facility employs 65 people, but the space and infrastructure is ready for expansion up to 275.
If you are or soon will be considering an offshore call center, Centrinex’s facility in Costa Rica comes with several possibilities tailored to your needs such as:
The IRS announced it is delaying processing individual tax returns until January 30th. The IRS’s software systems are being tested and tax forms are being updated to reflect changes mandated by the so-called fiscal cliff bill. This is over a week later than usual. With individual tax return processing delayed, tax refunds will be issued later too—February 8th at the earliest.
The delay in tax refund payments could easily extend the “most wonderful time of the year” for online lenders and call centers. Typically by the third week of January, new loan volume abruptly slows as the holiday shopping season ends and consumers climb over the financial spending hump in the first couple weeks of the year. Some times loan customers rely on tax refunds to pay off any online loans they took out during the holiday season or first of the year.