Over the course of the last year, we have taken a close look at the advantages of outsourcing certain call center functions to nearshore contact centers, such as Centris. Some of those advantages are: A cost savings of 50-70% over U.S. based call centers A bilingual contact center that reaches the ever-growing Hispanic market A […]
Why the Cookie-Cutter Contact Center is Dying Out
Is the cookie-cutter contact center dying out? In a word; YES! Why? Well, that’s the key question that we will answer as we examine how our industry has changed and how those changes have necessitated a more specialized approach in the contact center. INDUSTRY CHANGES The contact center has been around for a long time. […]
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 […]
How Artificial Intelligence Is Transforming the Contact Center
Today’s contact center has truly become the center of business operations for many companies. In fact, most contact centers are the heart and soul of the company and function as the primary means of interaction between the business and the customer. Not only are there a number of business processes that are handled by the […]
Top Considerations for the Contact Center In 2019
At the start of every new year, we see a wealth of information about “what to watch for” in the coming months, or “what we can expect to see in the new year.” This type of information spans every industry as leaders and experts weigh in on issues that will be affecting their industry or technology that is on the horizon that promises to be revolutionary. Well, in this, our first blog of 2019, we plan to do the same!
Aguascalientes
Centris is a near-shore contact center serving a wide array of business partners in the United States. As a near-shore contact center, we are in close proximity to the U.S. with our two locations in Mexico. We shared a bit about our Monterrey location in our previous blog. We’d like to focus this writing on our second location: Aguascalientes Mexico.
Small Businesses Hit These 3 Brick Walls of Customer Service
One of the greatest benefits of the Free Enterprise System is that it provides opportunities for both large and small businesses to grow and succeed. Each type of business has its challenges. However, there are certain challenges that are unique to the small business; especially when it comes to the task of customer service. In […]