News/Resources

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.

20 Jun

Posted at 16:41h in More Than a Call Center, News from Centrinex
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.

30 May

Posted at 08:00h in CEO Blog
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.

29 May

Posted at 20:14h in News from Centrinex
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.

28 May

Posted at 08:00h in CEO Blog
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.

25 May

Posted at 05:00h in CEO Blog
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.