Unrestrained Marketing Can Drive Business Away By Peter Lyle DeHaan, PhD In most cases, businesses face legal restrictions when it comes to calling residential phone numbers. Aside from some carved-out exemptions, the one key exception is if there is an existing business relationship (EBR) between the company and the person they’re calling. So, if you’re […]
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Call Center Opportunity
By Peter Lyle DeHaan, PhD I received an interesting press release. The headline reads: “Mobile Companies Fail to Meet Customer Service Needs Online” The subhead says: “Comprehensive consumer study reveals that technical issues prevent consumers from accessing the services they want online.” The announcement continues: “U.S. consumers have declared that mobile operators are falling short […]
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The Politics of Calling
By Peter Lyle DeHaan, PhD With the fall elections in the United States now in our rear-view mirror, we can now take a calmer look at what happened. In the days preceding the election, more than one person shared with me their eagerness for the voting to come to a conclusion. Quite succinctly, their common […]
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Fax Removal Line: A Lesson in Futility
Unethical Business Practices Hurt Everyone By Peter Lyle DeHaan, PhD The deluge of phone calls was not how I wanted to start my week. These calls slammed my company’s sales line—with complaints against another company. What unfolded was a revealing look at the ugliness of unethical marketing tactics. Though I haven’t had a fax machine […]
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Weak Links in Customer Service
By Peter Lyle DeHaan, PhD Lately, I’ve been thinking a great deal about customer service surveys, their value, and how they are abused. Why? It seems that I’ve been using them a lot. However, before I share my most recent saga, let me go back a few years and share that story first. Protect the […]
By Peter Lyle DeHaan, PhD It’s official: last week it was announced that the recession is finally over in the United States. In fact, it’s been over for more than a year! It seems that the people who track such things wanted to be sure that we weren’t going to experience a double-dip recession, so […]
By Peter Lyle DeHaan, PhD “Digital Advertising is Being Clobbered by Traditional Media,” so reads the headline from TradingMarkets.com, PIworld.com, and others in summarizing research reported by Zussi Research in August 2010. The report notes that contrary to the hype surrounding online advertising, traditional advertising is perceived as more informative and necessary than online advertising. […]
By Peter Lyle DeHaan, PhD The tag line for TAS Trader is “By the TAS Industry…For the TAS Industry.” This means that we want our content to come from people who are part of the telephone answering service industry. Usually, we are able to meet that goal, but not always. To fully reach this objective, […]
By Peter Lyle DeHaan, PhD Last month, I began sharing my overview of key findings from ContactBabel’s recently released The US Contact Center Operational Review (3rd Edition). Though it addresses the US market, readers outside the United States should not dismiss these findings. Offshore contact centers that serve the US will find this information most […]
By Peter Lyle DeHaan, Ph.D. In healthcare, contact center agents provide vital care and assistance over the phone, helping patients, scheduling appointments, and making referrals, thereby saving callers time, addressing concerns, and enhancing overall care. As in all sectors, contact centers help lower customer acquisition costs, increase customer retention, save money in the provision of […]