By Peter DeHaan, Ph.D.
Your call center may be an in-house operation or an outsourcer processing calls and contacts for other organizations. Regardless of the type of call center you work in, there is a common need for increased, positive visibility. This is necessary for two key areas. The first is budgeting; the second is your center’s ongoing viability and existence, that is, self-preservation. Related to both of these is staffing costs, technology upgrades, new software, and…respect.
One option is to do nothing and hope for the best. The other is to be proactive. One such tactic is to seek third-party validation of your call center and/or staff. These can serve to provide credentials on which you can form a positive PR push with upper management, justifying your call center’s budget request and, if need be, your center’s continued existence.
Fortunately, there are organizations ready and able to help this substantiation of your operations’ overall quality, professionalism, and adherence to standard operating procedures in the medical community. Although these are not the end-all, one-stop solution to guaranteeing a favorable nod from your organization’s budgeting and planning committees, they are a great first step.
Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.