Article Repository Consolidates Industry Resources By Peter Lyle DeHaan, PhD I published my first article in 1982. It was about pagers. Remember them? It was also the hardest piece I’ve ever written, but it set me on a journey for a lifetime of writing. Over the years I authored a couple thousand articles, some of […]
Tag: Peter Lyle DeHaan
Roundup of Articles on Fine-Tuning Your TAS Processes By Peter Lyle DeHaan, PhD Over the past several months we have addressed several ways to optimize your telephone answering service and help position you to increase your efficacy and enhance the service you provide to clients. Here’s a recap: 1. Optimize Your Sales How long does […]
Discover Why You May Not Want to Follow Conventional Wisdom for Payables By Peter Lyle DeHaan, PhD The standard business advice when it comes to accounts payable is to delay payment as long as possible, even beyond the stated due date—assuming you can get away with it. This benefits cash flow, making more money available […]
Don’t Overlook the Technical Support Component of Optimizing Your TAS By Peter Lyle DeHaan, PhD In our final article on streamlining your telephone answering service, we’ll look at the technical side of things. For many services, the technology that runs it remains the least favorite aspect of the business. It’s necessary, but it’s not enjoyed. […]
Streamline Your Answering Service Administration By Peter Lyle DeHaan, PhD In past issues, we looked at streamlining various aspects of telephone answering services: sales, client onboarding, and customer service, agent hiring and training, billing and collections, and processes and procedures. Now we turn our attention to upper management: the admin function. Every role in every […]
We Should Assume We’ll Never Return to Business as Usual By Peter Lyle DeHaan, PhD As the telephone answering service industry responded to an unexpected, pandemic-induced spike in call traffic coupled with some workers reluctant to come to the office, changes occurred out of necessity. Many services looked to address this two-pronged threat by pursuing […]
While Still in the Pandemic Begin Planning for Post-Pandemic By Peter Lyle DeHaan, Ph.D. During the coronavirus pandemic, healthcare call centers stepped up to take a more prominent role to facilitate patient-facing communications. Though a few missteps may have occurred along the way as they forged into the unknown, overall they met the challenge facing […]
With More Reasons to Have Operators Work at Home Comes the Need to Better Oversee Them By Peter Lyle DeHaan, PhD Around the world, many jurisdictions have enacted stay-at-home mandates to deal with the coronavirus pandemic. Other areas are pursuing a “stay home, stay safe” recommendation. This scenario hits answering services doubly hard. First, as […]
Two Tips to Streamline Your Answering Service’s Procedures By Peter Lyle DeHaan, PhD Last year I shared several articles about finetuning the processes in your telephone answering service. The three key areas are streamlining sales, streamlining client onboarding, and streamlining customer service. Beyond that, we looked at fine-tuning billing and collections, agent hiring, and agent […]
Balance the Need to Protect Your Client List with Your Desire to Close Sales By Peter Lyle DeHaan, PhD When telephone answering services overhaul their websites or seek to tweak its content, many services wonder if they should post a partial list of some of their major accounts. Some answering services do this, and I […]