News/Resources

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.

Call Center Lobby / Cafeteria in Costa RicaCentrinex 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.

Call centers experience their heaviest volume of the year between Thanksgiving and the second week of January. Payday loans are flying out the door as consumers turn to lenders for their holiday shopping cash. Once the presents are open, consumers apply for payday cash advances again to get them through the first couple weeks of the year. Lenders’ loan caps are in place throughout the year, however, it can be a rare occasion to reach them. It’s a different story during the holiday rush when lenders can hit these caps by 2:00 pm every day.

Currently, there is no limit to the number of payday loans a Delaware resident can take out over any given time period. But that will change on January 1, 2013 when a new law, patterned after similar laws in Washington and Illinois, takes effect. Payday lenders are anticipating changes in their systems and reporting as more states could follow in Delaware’s footsteps.