Seek to Provide the Fast Responses Your Prospects and Clients Expect By Peter Lyle DeHaan, PhD We live in an I-want-it-now culture. People, in general, and your answering service clients, specifically, expect quick responses to their inquiries. If they don’t get what they want when they want it, they’ll seek solutions elsewhere. That’s why we […]
Tag: Peter Lyle DeHaan
An Effective Website Doesn’t Need to Be Big, but It Does Need to Cover the Basics By Peter Lyle DeHaan, PhD In Does, Your TAS Have a Great Website? we looked at how to make your website stand out as an essential marketing resource for your answering service. The tips offered aren’t revolutionary and comprise […]
Advances in Agent Performance Can’t Overcome Deficiencies in Backend Systems By Peter Lyle DeHaan, Ph.D. Whenever I place a phone call to a business, I carefully observe what happens. After spending most of my adult life in some aspect of the call center industry, I can’t help it. Based on my observations, I’m happy to […]
Discover How to Make Your Website an Essential Marketing Resource By Peter Lyle DeHaan, PhD In Does Your TAS Have a Great Website? we talked about the importance of having a killer website to serve as your online home base for your marketing plan. You can hire a professional web developer to do this for […]
Regardless of How You Market Your Answering Service, a Killer Website is Key By Peter Lyle DeHaan, PhD There are many ways to market your answering service, limited only by your creativity and budget. Regardless of which strategy you use, you need a website. Even if you claim you’re not accepting any new clients—and I […]
Begin Your Investigation with a Little Research By Peter Lyle DeHaan, Ph.D. When I worked as a call center consultant (before moving full-time into publishing and writing) I advised hospital communication centers, healthcare call centers, and medical answering services. One hospital asked me to investigate the feasibility of them starting a medical answering service. Their […]
Key Information Provided as a Service to the Industry By Peter Lyle DeHaan, PhD When I consulted for the answering service and call center industries, people kept contacting me who wanted to start a telephone answering service. I didn’t feel right taking their money and tried to talk them out of it. After all, who […]
Embrace Today as an Opportunity to Form a Better Tomorrow By Peter Lyle DeHaan, PhD As we step into the new year, we embrace the potential that it brings. Now is the time to move toward our best year yet. It starts with embracing the opportunities we have in front of us at this moment. […]
Is Saying “Your Call Is Important to Us” Rhetoric or Reality? By Peter Lyle DeHaan, Ph.D. Whenever I call a company, I pay close attention to what happens. You probably do too. I look for specific details that thrill me. I also look for areas that need improvement. And I especially note my overall reaction […]
It’s Time to Take a Counterintuitive Look at Hourly Pay By Peter Lyle DeHaan, PhD The biggest expense for telephone answering service is payroll. You know that. You strive to hold down payroll costs to control expenses and stay in business, hopefully, to turn a profit. Scheduling too many people to answer phone calls drives […]