Don’t Let a Lack of Human Resources Keep Your Call Center from Moving Forward
The call center industry undergoes continuous change. Failing to keep up with the rate of change doesn’t mean maintaining the status quo, it means falling behind. Yet implementing new ideas, projects, and initiatives requi…
Learn How Contracted Services Can Benefit Your Healthcare Call Center
When you’re ready to take your healthcare call center to the next level, don’t add an expensive call center professional to your payroll and hope for the best. Instead use a contracted services professional to provide what you nee…
A huge concern among healthcare providers is cost containment. Aside from this being a responsible healthcare goal, especially for uninsured and under insured patients, it is also a central expectation of the Affordable Care Act (Obamacare). Common targets are generic versus name brand prescriptions…
A buzzword in the healthcare industry is patient access. Increasing patient access provides more care options to patients and improves their level of care. As a side benefit a healthcare system keeps more patients in their network of care, improves provider and equipment utilization, and boosts the …
Today’s Telephone Answering Services Help Make Healthcare More Available and Affordable
The telephone is rapidly becoming a valuable tool to enhance healthcare by improving outcomes, saving money, and being more responsive. Some call centers focus exclusively on healthcare, but that doesn’t rule out…
Hire Leaders That Possess These Essential Capabilities and Then Teach Them Other Skills
A call center manager must master many things. While they can learn most of these skills, others are harder to pick up. That’s why it’s best to hire a call center manager who has these inherent key abilities.
Pu…
A Successful Call Center Requires Both a Manager and a Leader
Who do you want to run your call center, a manager or leader? Are they the same thing or different? Can one become the other? These are all great questions in the manager versus leader debate. Let’s investigate this idea of manager versus…
Call Center Managers Often Fail Because They Try Too Hard
Managing a call center is hard work. Not everyone can do it. In fact, many people can’t. Despite their best intentions and their hard work, they fail to do the job that needs to be done the way they need to do it. Aside from having the needed…
Many healthcare call centers staff a mixture of registered nurses and telephone agents—or at least they should. The nurses do what they’re trained for: answer medical questions and address health situations, while the agents do what they’re trained for: answer calls, take messages, give out informat…
Music teacher Kay Carter spends her summers providing private music lessons to elementary through high school students. She began offering the lessons to a few of her public school students who wanted to continue to work with her over the summer. By the second year, Kay realized tutoring could help …
“Everybody complains about the weather, but nobody does anything about it,” so said Charles Dudley Warner. Bad weather affects us all, including telephone answering services that strive to serve clients regardless of the weather: hurricane, winter storm, heat wave, flood-producing rain, and so on. W…
By strict definition a call center is a centralized place where calls are answered. However, technology now allows this fixed characterization to expand beyond a centralized location to encompass more than one interconnected call center operation.
Though agents in a multilocation call center operatio…
In last month’s post, Don’t Forget to Sell to Your Existing Client Base, we discussed the importance of including existing answering service clients when it comes to selling. When you incorporate your client base into the sales mix, it takes pressure off new clients as the sole means for revenue gro…
Using a call center broker to find your next call center has many advantages. A key one is time. This applies to reducing the time you must personally invest in the project, as well as the length of time from inception to implementation. Quite simply, a call center broker can provide you with the sh…
Industry veteran joins call center consultancy to propel strategic customer relationships
Minneapolis, MN: Call Center Sales Pro, a leading call center consultancy announced that Lisa Phillips has joined their leadership team as a senior operations consultant. At Call Center Sales Pro Lisa will serve…
In the post what should you do after the acquisition? we looked at seven essential steps to take once your answering service purchase is complete. These steps will help ensure a smooth and profitable transition. One of the key steps is to communicate with the newly acquired clients. Failing to effe…
For years I bought my insurance through the local office of a national insurance company. They insured my cars, house, and business. For a time, I even had my healthcare insurance and a small life insurance policy with them. The agent and his staff provided great customer service and treated me like…
Okay, quit snickering. You likely think the yellow pages are old school. Well, they are. When is the last time you looked in a yellow pages directory? Do you even have one? Though the day of the once revered yellow pages is long past, it’s not dead. Believe it or not, some people still use the yello…
Chatbots, or bots for short, are programs that automate responses to social media inquiries via text chat. We first discussed this inviting technology in the post “ What Are Chatbots and Will They Affect the Call Center?” While chatbots promise to answer questions fast, facilitate communication, fr…
My friend Sally has a technical mindset, so she surprised me when she admitted having trouble getting a payment form to work on her website. Though I comprehended the problem, I knew I couldn’t be much help, but I did know someone who would, my friend Chad. I gave Sally his contact information and e…