News/Resources

30 Dec

Posted at 14:46h in News from Centrinex
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.

30 Dec

Posted at 14:36h in News from Centrinex

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.

12 Nov

Posted at 20:15h in News from Centrinex
Okay, so maybe "secret" is a bit overly dramatic. Retaining your best call center customer service representatives (CSRs) isn't rocket science. It’s not difficult in the least because there’s no secret to it. All it takes is acknowledging that it’s often the little things that deliver the best outcomes. And in this case, the little things are cash and recognition in exchange for a job well done.

09 Oct

Posted at 15:28h in News from Centrinex
It’s been said that if you don’t like the way things are going, then change the conversation. The OLA Conference is a forum to do just that. Over 500 leaders working within and on the perimeters of the lending industry will gather in San Diego, CA on October 16-18 to “drive change and serve customers,” which is also the conference’s 2013 theme.

02 Oct

Posted at 19:34h in More Than a Call Center

Our ACH Authorization Approach Avoids Abuse and Promotes Cooperation

ACH payments deposit funds into a borrower’s banking account. ACH authorizations also give the “authorization” to electronically debit repayment from a checking or savings account when a loan payment is due. Since the process is electronic, the convenience makes it a preferred choice for a majority of borrowers.

30 Sep

Posted at 16:04h in News from Centrinex

Centrinex’s Longevity of Management Means Competitive Advantage For Call Center Clients

Centrinex opened its doors in 2005. This length of time in the call center industry can bring a wealth of knowledge and information. This wisdom passes from our management on to the customer service representatives and spreads across our entire organization, defining our culture.  It’s powerful.

18 Jul

Posted at 20:37h in Technology
Fraud is the bane of any online lender’s existence. There is no end to the number of criminals attempting to scam online lenders for as much and as often as they can. Just when online lenders and call centers catch on and shut down vulnerabilities in the application and funding process, the crooks have moved on to the next scheme. Online lenders and contact centers are fighting a never ending battle against fraud with profits as the casualty.

08 Jul

Posted at 20:33h in More Than a Call Center
The times they are a changin’ and a business won’t stay in business very long if it doesn't change with the times. Call centers haven’t just accepted changes affecting our industry; we've embraced them. The very core of our business is communication. Our employees are called customer service representatives (CSR). Customer service is the operative word. Today being of service to customers means communicating with them using whatever channels to which they are most receptive and responsive.