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The Solutions Center: The Evolution of the Call Center
The world is changing. When call centers first started, people used them for calling other people or taking calls. That was it. Now, there are few tasks a call center can’t do. We prefer the term “Solutions Center”. Here are some of the things our agents are doing: Live chat support Email support Insurance claim […]
How to Clone Your Best Call Center Agents
If you are a manager of people in your organization, you know first-hand the challenges and complexities of managing a variety of personalities. Not only that, but the goal of every manager is to make sure department goals and objectives are met in the process. One of the nuances of management is that there are […]
Turning the Angry Customer Into a Loyal Customer
The angry customer. No matter the product or service, every contact center deals with angry customers on a daily basis. If you’re reading this, chances are about 99.99% that you’ve been an angry customer at one time or another. While irate customers are a fact of life for call centers, it’s how we handle that […]
Al girar el Cliente enojado en un cliente leal
El cliente enojado. No importa el producto o servicio, cada centro de contacto se ocupa de los clientes enojados sobre una base diaria. Si estás leyendo esto, es probable que aproximadamente el 99,99% de que usted ha sido un cliente enojado en un momento u otro. Mientras que los clientes iracundos son un hecho de […]
Flexibility: Whys it’s a big deal
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 […]
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 […]