Aaron’s company was looking for a support team that could meet their changing needs. Centris Information Services was able to flex with their business. “We’ve had to scale up and scale down and it’s been great to see just how quickly and easily they facilitate that.” So, why is that important? Well, business changes. Maybe […]
Author: Admin
You don’t see this everyday! Snow on the mountains near our Monterrey, Mexico location!
The Cerro de la Silla saw some snow yesterday: a very rare sight!
Our origin story: Two entrepreneurial brothers with a vision.
Every great company deserves a great origin story. Ron Hutchison tells us Centris’ origin story. It all started with two entrepreneurial brothers from Longview, Texas who had a vision of starting a business by taking advantage of the court order to break up AT&T. They convinced two of their uncles to invest in the company. […]
Culturalization: Understanding the U.S. Consumer
Many customers that come to Centris Information Services have tried call / contact centers in other parts of the world: The Philippines, India, Panama, Jamaica, etc. The reason they leave is a lack of what we call “Culturalization”: understanding the U.S. consumer. Centris Agents have often lived in the United States. They’ve visited or been influenced […]
The secret to lowering costs and increasing customer satisfaction
Did you know that the average fully loaded cost in the United States of a standard customer service agent position per logged on hour (an agent online ready to take a call) is $24 per hour or more depending on the geographic area? Many people don’t realize that the base hourly wage of the customer […]
Leader Spotlight: Centris Account Manager Jorge
Many call / contact centers suffer from high turnover and unmotivated agents that provide sub-par customer service. Centris Information Services found we could fix both problems by focusing on motivating and developing our agents. Meet Jorge: He’s an account manager who’s been with Centris for six years. Every day he comes in, says hello to […]
Reasons for Developing an Online Community
In the course of doing business, there are many aspects that a company needs to manage, such as Human Resources, Accounting, Sales and Office management just to name a few. Most would agree that these operations are vital to the success of any company. However, in today’s world where social media has emerged as a […]
Getting Better Metrics: First Call Resolution
First Call Resolution, or FCR, is another metric that is commonly measured in the contact center. FCR is a critical metric to measure because it can provide one of the clearest pictures as to how the contact center is actually performing. One of the primary functions of any contact center is to provide customer service; […]
The Problem with Turnover in the Contact Center: What can Managers do to Retain Employees?
One of the more challenging aspects of managing a contact center is the problem of turnover among the agents. This can be a significant and on-going problem for many contact centers. The challenge for those who manage these centers is two-fold: 1) What is the cause of the turnover and 2) what can managers do […]
Getting Better Metrics: Calls Per Hour
Calls Per Hour (CPH) is a metric used in the contact center that tells managers how productive our contact centers are based on the number of calls our agents receive in an hour. It is a helpful tool that allows us to track over-all productivity. However, getting an accurate picture of call center productivity can […]