By Peter Lyle DeHaan, Ph.D. I often hear from outsourcing call centers (by the way, they generally email me) who wonder how they can obtain more clients. I have been hesitant to give them my ideas because that was not one of my strengths when I ran a call center, but I’m starting to realize […]
By Peter Lyle DeHaan, Ph.D. People often contact me in search of information about medical call centers. Whenever possible, I direct them to content on the 600-page AnswerStat website. These queries are the easy ones. However, often the inquisitor asks about benchmarking and statistical issues for medical call centers. This is frequently precipitated after the […]
By Peter DeHaan, PhD IVR (Interactive Voice Response) has its place in the call center, but we need not overstate what that place is. If IVR can truly speed up the call for the caller or gather information to assist the agent in providing better service, then use it. However, when the primary goal of […]
By Peter Lyle DeHaan, Ph.D. AnswerStat magazine is an advertiser-supported magazine. That means that the ads in this magazine make it possible for us to write, design, print, and mail AnswerStat to you. You read AnswerStat because you value the content. Advertisers support AnswerStat because they know that they can reach decision makers and influencers […]
By Peter DeHaan, PhD When I ask folks if they work at an in-house or an outsource call center, I am surprised at how frequently this question is fumbled. At risk of offending knowledgeable veterans, I offer the following call center basics: Inbound Call Centers answer calls. Their agents react, waiting for the phone to […]
By Peter DeHaan, PhD In retail, the term “shrinkage” euphemistically refers to stock which “disappears” before it can be sold. It is product that the retailer bought, but can’t sell because it is has been stolen or lost. In the call center, the inventory is labor and shrinkage is agents who are being paid but […]
By Peter Lyle DeHaan, Ph.D. “My labor percentage is down to twenty-eight percent,” boasts the owner of a mid-sized medical answering service, seeking affirmation. “Twenty-eight percent!” I exclaim with raised eyebrows. “So, it’s good?” he probes, seeking validation. I carefully consider my response. “No, no,” I say, slowly shaking my head. “It’s terrible.” “Terrible?” he […]
By Peter DeHaan, PhD Google announced that it knows about flu outbreaks before the CDC (U.S. Centers for Disease Control and Prevention) — really. It’s an amazingly simple, yet elegant solution. Using their vast database of user searches, Google has determined that they can predict and report on a flu outbreak up to two weeks […]
By Peter Lyle DeHaan, Ph.D. Working in a call center is challenging and demanding work. Daily activity all too often consists of reacting to the urgency of the moment. There is little time to plan and few opportunities to look beyond the confines of the call center. Yet, looking beyond is exactly what is needed. […]
By Peter DeHaan, PhD How often have you called someplace and wondered if you reached the right number? All too often, calls are answered hurriedly, haphazardly, or incompletely. Or perhaps the agent seems out of breath by the time they complete a lengthy, tongue-twisting answer. It is vital that all calls be consistently answered in […]