Hire The Right Staff to Achieve Optimal Outcomes By Peter Lyle DeHaan, PhD Call center success hinges on your agents. The right agents produce the best results. This starts with hiring. Here are five essential agent skills to screen for in the interview process. 1. Clear Speech The first essential agent skill is that they […]
Tips to Hire and Retain Top Talent By Peter Lyle DeHaan, PhD The key to success in any medical call center is people. Your staff is the backbone of your operation. But you know this. That’s why it’s essential to build a strong team. Here are some considerations to help you move toward this outcome. […]
Hire Staff with the Abilities That Today’s Consumers Need and Expect By Peter Lyle DeHaan, PhD There was a time when hiring managers looked for three key skills in their call center applicants: a pleasant and understandable telephone voice, good spelling, and neat penmanship. Yes, legible writing was key because everything was handwritten. Then computers […]
Tips to Finding Qualified Staff for Your Telephone Answering Service By Peter Lyle DeHaan, PhD Finding qualified staff for telephone answering services has always been challenging, but it may be more of a struggle now than ever before. Interestingly, we can gain insights from the food services industry. Before you dismiss the idea, consider that […]
After Doing All You Can on the Hiring Side, Turn Your Attention to Retention By Peter Lyle DeHaan, Ph.D. A college friend recently shared his experience working at his part-time job. Several of his coworkers had quit, and he planned to do so as well. His departure would move his employer from drastically short-staffed to […]
By Peter Lyle DeHaan, PhD With the unemployment rate running so high, businesses needing to hire find themselves in a “buyer’s market.” There are plenty of people looking for work. This results in more applicants to pick from for each opening. High unemployment has also served to limit employment options, thereby reducing worker mobility. The […]
By Peter Lyle DeHaan, PhD My son, Dan, recently completed his first year of college. After spending last summer relegated to working a smattering of part-time odd jobs, he desired a different outcome for this year’s educational respite. He learned that it was important to start his search early to beat out the competition. By […]