With More Reasons to Have Operators Work at Home Comes the Need to Better Oversee Them 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 clients respond by revamping their […]
Two Tips to Streamline Your Answering Service’s Procedures Last year I shared several articles about fine-tuning 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 training. In all cases, the […]
Balance the Need to Protect Your Client List with Your Desire to Close Sales 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 have mixed feelings about the […]
Review and Don’t Coast This year we’ll embark on a series of articles about how to move your healthcare call center forward to better meet the needs and expectations of your callers and patients. We’ll start by talking about providing your frontline staff with ongoing skills training. For your call center, you begin by hiring […]
Having Great Content on Your Website Means Nothing If No One Can Find It A few months ago we looked at SEO (search engine optimization) for telephone answering service websites. In that short column, we touched on the essential SEO elements: page or post title, description, and keyword or keyword phrase. These are the three […]
Increase Cash Flow by Shortening the Time Between Billing Cut Off and Payment Receipt As we look at ways to be a responsive answering service, one critical, but too-often overlooked, the area is billing and collections. This affects cash flow and is a critical consideration in maintaining the financial viability of your answering service. Each […]
Working in a Medical Call Center is Hard, but Don’t Forget the Good Parts Have you ever left your call center and wished you didn’t have to come back? Of course, you have. Yet you return. Having this feeling means you care and prove you’re normal. Working in a medical call center has its stresses, […]
Look to Increase the Efficiency and Effectiveness of Instructing New Employees Last month we looked at ways to streamline answering service agent hiring. Now that they’re hired, the next step is to optimize their training. For this initiative, we have two potential goals. One is to train better, and the other is to train faster. […]
Streamline Your Hiring Process to Realize Fast Results Have you ever offered a promising job candidate a position only for them to decline because they already accepted a job with another company? I have. I took too long. Even though they claim to have preferred to work for me, they grabbed the first job offer […]
Take Key Steps to Reduce Burnout and Increase Retention We hear a lot about work-life balance. This is extra challenging in the healthcare industry, as well as with call center work. The combination of these two areas in the medical call center results in a need to strive to achieve a work-life balance. Doing so […]