Look for Ways to Applaud Customer Service and Patient Care Excellence Working in a call center is challenging. Working in a medical call center is even harder, especially given what we’ve had to deal with in the past couple of years. The result has been rapid changes, often in quick succession, trying to adapt to […]
The TAS Industry Centers on a Readily Understood, Universal, and Reliable Technology Telephone answering services handle thousands of telephone calls every day. The majority are incoming calls that come from clients’ customers and prospects. The rest are outgoing calls made for clients. With the continual use of the telephone at work, it’s easy to dismiss […]
Enhance Patient Communication by Applying Customer Service Skills to Your Call Center Customer service can occur at various touch points from the telephone, to on-line, to in-person. Consider each one of these as it relates to your medical call center operation. The Telephone Channel The obvious and common source of interaction with patients and customers […]
Make Sure the Procedures You Expect Your Employees to Follow Still Make Sense for Their Job Today We’ve talked about asking your staff for feedback and using their input to uncover ways to tweak your procedures. One way to do this is to eliminate processes that keep your call center staff from doing the job […]
Discover the Key Characteristics to Close More Sales In the August issue of TAS Trader, we talked about identifying where your clients are located and adjusting your market strategy accordingly. But marketing is only half of a successful sales and marketing initiative. The other half is closing sales. Though much has been written, and will […]
Remove What’s Unnecessary and Retain What Is Although I’m not trained as an industrial engineer, I think I’d make a good one. I have a knack of looking at processes and streamlining them. It gives me great satisfaction to take something overly complex and reduce it to its essential elements. It doesn’t matter what the […]
Align Sales and Marketing Strategy with Client Geographic Distribution Since you can target online ads to specific markets, conduct a geographic analysis of where your customers are located. Let the results inform future ad targeting. Here are some considerations: Local Market Though there’s no longer a technical reason to go with a local answering service, […]
Verify Key Information and Don’t Assume You Know the Answer My first full-time job was repairing copy machines. One day, toward the end of my short tenure there, the new service manager shared his vision for the future of his department. The company had two product lines, each with its own technical staff. This was […]
Apply Your Experiences of the Past Year to Chart Your Future Course Throughout my career, at both the businesses I’ve managed and the ones I’ve owned, I’ve sought incremental improvements, making small ongoing tweaks on a regular basis. By fine-tuning processes and paradigms over time, I made the operation better without subjecting employees to deal […]
Work to Enhance Customer Service to Better Meet Caller Expectations What does your healthcare call center do to improve quality interactions with your callers and patients? While some call centers have robust programs in place, others struggle with implementation or following through, and a few keep putting it off. Regardless of where you stand on […]