One of the greatest advantages of outsourcing is that it can be done on an “as-needed” basis. For example, during peak seasonal times, such as Christmas, retailers and ecommerce industries require additional staffing in order to support the increased customer demand. Brick and mortar locations will typically add seasonal workers to support the higher traffic […]
Why Monitoring Customer Satisfaction is Critical for Today’s Businesses
There are a number of metrics that call centers measure but perhaps none is more important than understanding Customer Satisfaction. Customer service or customer support is one of the primary functions of the contact center. There are other functions that call centers provide such as collections or market surveys for example, but customer service and […]
Near-shore vs Off-shore Contact Centers: A Comparison of Mexico and the Philippines
When it comes to determining where a business should locate its call center, there are many options available which can make the decision a challenge. For example, should the call center be located within the United States, or is it more cost-effective to look at either a near-shore or off-shore location? Many companies choose to […]
The Benefits of Outsourcing for the Retail and Ecommerce Industries
In today’s business culture, there is much discussion about the issue of outsourcing. There are those who believe it takes jobs out of the United States and there are others who believe it is an efficient and cost-effective way to handle certain business processes. Here at Centris, we tend to agree with the latter school […]
Successfully Manage Your Call Center with these Metrics
How to Successfully Manage Your Contact Center Metrics to monitor and act on Today’s contact centers handle a lot of calls, emails, and chats with massive amounts of information coming in and going out. Given the large volume of contacts handled, the challenge becomes knowing how the contact center is performing and how to improve. […]
Why Mexico Understands American Culture
Call Centers have emerged as an essential tool in business today. As business has become more global, the need for servicing a global customer base has been the driving force behind the growth of call centers. However, in more recent years, we have seen Mexico emerge as a new and viable option for businesses who […]
Transitioning Your Call Center Operations to Mexico
Here at Centris, we have been helping our customers with their contact center needs for more than twenty years. Over the course of these past two decades we have seen, first hand, how the call center has become an integral part of business operations. As technology has advanced, it has made it possible and necessary […]
Is it Safe to do Business in Mexico?
At Centris, we are a nearshore contact center that focuses on bilingual call center support services. In other words, we are a US-based company that houses a large portion of our operations in Mexico. Our two nearshore contact centers are located in Monterrey, Mexico and Aguascalientes, Mexico. We chose Mexico as our nearshore location because […]
How Leadership Sets Us Apart
What comes to mind when someone talks about a “contact center”? A loud, cramped room filled with people on headsets, taking one incoming call after another? Agents speaking to customers in a robotic, irritating tone? That may be the case for most contact centers, but not Centris Information Services. Our fully bilingual agents, selective hiring […]
Call Centers: Myth Vs. Reality
What is a call center? What are the most important things to look for? What are some common misconceptions? People have a lot of ideas. Let’s separate fact from fiction. Here are the top 4 call center myths: Call centers save money. They don’t make it. People think the only reason a company would use a call center is […]