Critical-to-quality core competencies differentiate CSI in the BPO industry and form the basis of the value proposition to our clients. As a premier partner, CSI focuses on five issues essential in measuring performance:
1. Overall Results
There is no better performance indicator than bottom line results. Representing a diverse client base has provided CSI with extensive experience, unique insights, and important tactical knowledge. CSI’s overall results consistently outperform the competition. Whether looking at net backs, ROI, answer rates, average handle time, occupancy, or call quality.The result:
• We are consistently rated a top-tier vendor partner
• Our systematic and operational compliance processes ensure a positive customer experience
• We consistently achieve superior performance results
• We are a trusted partner of many of the nation’s top 10 financial services organizations
2. Consumer Sensitivity & Brand Protection
We understand the direct impact our actions have on your business and brand. Our documented stability and expertise in managing reputational risk is a large part of why clients partner with CSI. We have gone to great lengths, and made sizable, proactive investments in company-wide compliance initiatives, to protect the value of our client’s brands.
• “A” Rating and accredited with the BBB, with a 100% complaint resolution rate
• CSI has made an annual $2 million human capital investment in CFPB compliance, including 38 full time compliance-related positions
3. Managing Client Support
Fueled by intense competition and lower profit margins, many of our industry peers have taken procedural shortcuts to reduce expenses. In doing so, they have sacrificed critical client support functions. At CSI, we have done just the opposite.
• We have dedicated staff and bolstered systems to unify client support processes to provide clients the information and analytics they need to make informed decisions
• Client Relationship Managers which serve as the liaison between your organization and ours, ensuring that each unique client is provided with information in its preferred format
• We have increased our competitive edge in a demanding market by emphasizing processes such as reporting, auditing and technical integrations as front end operational components
4. Business Technology
The scalability of the technical resources we use in calibrating with our clients enables us to act as a seamless extension of your existing operations. Our technical advancements are the foundation for our operational flexibility. Through our proprietary analytics, we are able to adjust our methodology to produce maximum return on investment across diverse lines of business.
• We provide myriad technical resources to our agents, enabling them with the necessary support to maximize results
• Our overall security program has been assessed and measured against the international security standard ISO-27001/27002 and given an overall rating of 1, the highest level certification available
• We undergo an annual assessment against the PCI-DSS security standards and have been Level 1, the highest certification available. We are also SSAE 16 (formerly, SAS 70) certified
We attribute our distinguished reputation to the professionalism of our people. CSI has dedicated its resources to providing an all-inclusive work environment with a performance based compensation structure, fitness center, tuition reimbursement program, and life assistance services. Our employee benefits program offers discounts on practical living expenses, such as car repair, cell phones, and computers.
We bring our brand and support to the local community through toy drives for crisis day care centers, food pantries, and fund raisers for local and national charitable organizations, such as the Juvenile Diabetes Research Foundation and the American Heart Association. These initiatives are the foundation of our employee-centric mission and act as a platform for individuals to maximize opportunities for both personal and professional growth and success. These benefits were created to foster a positive and productive work environment that ultimately leads to enhanced performance and increased profitability for our clients and CSI.