Centris Services : Call Center Services

Every business must grow to survive. We understand that our call center operations exist to Acquire, Grow, Cultivate, and Retain customers on behalf of our business partners - You.

As a savvy business person, you already understand that outsourced call center services are not about cost but rather, return on investment (ROI) which includes impact (positive or negative) on your business.

Some of the services we provide using our multilingual agents are:

What makes Centris different?

At Centris, you get Onshore Quality with Offshore Pricing and Nearshore Convenience. Centris combines high-touch with high-tech to enhance your return on investment. You benefit from the value of a near shore call center (based in Monterrey Mexico, 150 miles from the US border). In Monterrey, we are able to bring you highly educated Agents who understand the US culture and possess bilingual capabilities, with minimal dialect. As such, Centris delivers a positive impact on your business and grows your bottom line. If you require US-based agents, Centris can deliver here as well. Our Call Center operations are staffed seven days a week, 24 hours per day, 365 days per year.

At Centris we are focused on Quality and Results. Results start and end on the Call Center Floor – the Agents. Centris continually focuses on monitoring and coaching agents for improvement. We achieve Quality and Results by:

• Supervisor-to-Agent Ratios that are generally maintained at 15 to 1 or less. Supervisors continually monitor calls from agents and coach their team each day. All Supervisors are compensated based on quality and results of their teams.
• Quality Assurance Team – Centris has a QA team that has is responsible for monitoring agent calls for Quality and Results. This team is also compensated based on these criteria.
• Call Recordings – all calls are recorded and available to you on-line in virtual real-time.
• Account Services Team – this is your liaison with Centris. This team monitors calls and critiques Quality and Results with Call Center management. Additionally, this team will have periodic joint calibration meetings with you to determine areas of improvement.
• Quality Circle Meetings between Supervisors and Agents to allow agents to communicate their experiences and the subsequent handling of the calls to facilitate improvement to quality.
• Quarterly Review Sessions by upper management of Centris with the purpose of evaluating the effectiveness of your program.
• Incentive compensation provided to all agents for Quality, Results, and Productivity.

From a technology standpoint, Centris has a tightly integrated, proprietary call processing platform that allows you to take advantage of other Centris products and technologies such as Broadcast Messaging, Click and Connect and Advanced Automated Call Handling (IVR). See our Technology page for more information on these products.

Because Centris’ roots are in the telecom industry we can also help you with other non-call center telecommunication needs such as information and reporting regarding identification of callers, geographic locations of callers, and 800 numbers combined with our low-cost long-distance charges.

Customer Service/Support

Account Services, Appointment Setting, Returns
Letting Centris handle your company’s first-level service calls based on your requirements, allows your upper-level support staff the freedom to focus on your most critical and complex concerns. We partner with you to develop the customer-centric program filled with agents immersed in your business rules and culture.

Level-1 Help Desk, Trouble-tickets
Does your technical support staff answer the same repetitive questions over and over? Our highly trained agents are available 24/7 to handle your Customer Support needs. Calls that need to be escalated can be transferred to your Level-2 staff without inconveniencing the customer.

Inbound Sales

Lead Capture, Customer Acquisition, Retention, Win-back
You are planning an advertising campaign and need a Call Center to field responses. Join with Centris to help you capture lead information and acquire new customers. We will work with you to develop programs specific to your needs to enhance your customer’s purchasing experience. We also offer up-sell and cross-sell programs. You tell us what you want and we do the rest.

After you send out the brochures or launch the television commercial, let our inbound IVR present your message to prospective customers. Using the Centris Inbound IVR with agent opt-out, allows you to build your customer-base affordably and effectively. Find a particularly hot lead? We will gracefully transfer the call to your sales team.

Order Taking
Our Customer Service Representatives deliver the highest care in servicing your inbound order processing and inbound order fulfillment needs on each on every customer contact. Our highly-trained order fulfillment staff members are not only courteous, but also motivated to provide additional value to your company. It is this dedication to services that we provide which will keep your clientele coming back again and again.

Marketing Surveys

Customer Satisfaction Surveys
How was your recent stay at our hotel? Was our staff courteous? What can we do better? If you need answers, Centris can ask the questions for you and help get the answers. Using our outbound IVR to connect with your customers on a cost-effective basis, we can deliver the information to you. Choose between connecting back to a live agent and letting the customer record their responses with our IVR driven menus with message recording option. You can get the feedback you need for the future.

Financial Services

Collections, Credit Card Support, Bank Account Support, Inquiry Qualification, Insurance Plans and Sales
Centris can help you realize the maximum amount of revenue for each of your customers. From qualification to pre-charge-off collections, we implement your policies as our standard operating procedures. You can trust Centris with your critical data. We are well on the way to PCI Compliance and handle more than 15,000 credit card transactions daily!

Additional Services

Overflow
You want your business to grow by leaps-and-bounds. However, sometimes those leaps are particularly difficult to forecast. Centris “has you covered” when we serve as your overflow agent group. You are prepared in the most cost efficient way for seasonal increases or unplanned events when we are standing ready.

Warm-Transfer
Sometimes, an in-house expert is the only one who can best serve a customer. Based upon your instructions, our agents will transfer callers to your in-house experts quickly and smoothly.