Insights from the Centro team on contact center outsourcing, customer experience and operations.
We write about choosing and working with an outsourcing partner, measuring service levels, building strong offshore teams, healthcare administration and regulation, and using technology without losing the human side of customer service. You will also find company news, awards and stories from our teams.
Posts are written for operations, customer experience and healthcare leaders who are weighing their options or improving an existing program. New to outsourcing? Start with our guide to choosing an offshore customer support team or read our case studies to see these ideas at work. Ready to talk about your own program? Request a Free Consultation.
High-growth startups often live in a constant tension between opportunity and capacity. Demand is there, the market is ready, but operations, people, and processes are under pressure to keep up.
First-call resolution is not luck. It is the direct result of structure, training, and the right customer experience strategy. For organizations that aim to build loyalty and reduce operational friction, few metrics matter more than resolving an issue the first time a customer reaches out.
Centro is a global business process outsourcing company operating contact centers for clients across healthcare, retail, and financial services. This post explains how our quality assurance process works and how it supports a 91% customer satisfaction rate.
Ever Been Put on Hold Too Long?
In healthcare, efficient billing and collections are essential for stability and growth.
