Our People

We’re proud of our people. All of our agents are 100% bilingual with excellent English and accent neutral.
Most of our employees have lived and/or worked in the U.S. and that’s why we can assure that they are completely familiar with the U.S. culture.

 

At Centris, we work by the following premise:

HAPPY AGENTS = HAPPY CUSTOMERS

We truly believe that the key for providing your customers with the best service is by having a great work environment. To ensure our agents always have the best attitude and willingness to work, a large percentage of their wage depends on their performance on key indicators. Additionally, we have:

  • A Monthly bonus based on Performance Evaluation Results (PER)
  • Career path
  • Recognition (verbal, on score boards, etc.)
  • Special prizes
  • Events and parties
  • Flexible schedules
  • Casual days
  • Cookouts

All of our agents are fully trained and have a high education level. They are completely familiar with the U.S. Culture and a very high percentage of them have previously lived or studied at the U.S.

Our Quality team’s main objective is:

“Provide the best customer experience to our Customers.”

QA is in charge of monitoring recorded calls, emails and chat conversations. Once the monitoring is concluded, they are responsible for giving feedback to agents and generating Quality reports for the Supervisors.

Each team of agents is lead by a Supervisor. All of our clients have at least one dedicated supervisor. The amount of supervisors can increase depending on the number of agents required by each client.

No agent can work without a supervisor in the floor. Their main job is to handle escalating calls and take decisions that the Agent is unable to take.

Supervisors also monitor live calls and schedule agents to optimize their time. They also generate performance reports for our clients.

The rest of our team is made of staff members, which are completely at our client’s disposal:

  • Account Managers: They are the main contact of Centris and our client. Each of our clients has one Account Manager dedicated exclusively to them and takes responsibility that our goals are achieved.
  • Recruiting Team: Responsible of hiring only the best employees for our company.
  • Training Department: All of our personnel is entitled to constant training and our Training Department makes sure to get the best of each employee.
  • IT Team: Responsible of all communications and data transfers.