By Peter Lyle DeHaan, Ph.D. Telephone triage is a great solution that meets the healthcare needs of many patients. However, though I write about telephone triage, I have no first-hand experience. Alas, there are no telephone triage services available to me—or at least none that I’m aware of. I wish there were. It may shock […]
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Don’t Be in a Hurry
By Peter Lyle DeHaan, PhD Last week I couldn’t log in to one of my financial services accounts. I had three options: online help, email, or phone. I opted to call. That’s what you do when you’re in this industry. I reached their automated attendant and listened to the prompts. After a couple of button […]
By Peter Lyle DeHaan, PhD As we move into a warmer season, many telephone answering services experience increased call traffic during the summer months. But this bump in incoming calls is dwarfed by what many services experience at year’s end with the build-up to Christmas. Although we know these seasonal fluctuations in traffic will happen, […]
By Peter Lyle DeHaan, Ph.D. I don’t like to write about politics, but politicians in the United States is once again messing with healthcare. Some call it to repeal, and others view it as repair. Some are for it and others oppose it. No one knows for sure how things will shake out or when […]
By Peter Lyle DeHaan, PhD You are in the telephone answering service (TAS) industry. Notice the word telephone. Surely your TAS focuses on telephone communications, but do you process more than phone calls? Should you do more? What are the ramifications if you do? What are the risks if you don’t? As communication continues to […]
By Peter Lyle DeHaan, PhD Technology is exciting—at least to me. I love technology and its application. We talk a lot about the technology we use to help our telephone answering services function more effectively and provide a greater array of services to clients. It’s hard to imagine processing calls without technology. Yet without staff, […]
By Peter Lyle DeHaan, Ph.D. I don’t like to write about politics, but politics is once again affecting the future of healthcare. With all the bluster about repealing and replacing the Affordable Care Act (aka Obamacare), I was quite sure, that by now, we would have a new direction in place to chart our industry’s […]
By Peter Lyle DeHaan, PhD Presently we have 135 answering services listed. Of those 68 of them, just over half, have social media pages, including Facebook, Twitter, and LinkedIn. Based on this, I make the following observations. Half Not Social First, half of the answering services do not have a social media presence. Though social […]
By Peter Lyle DeHaan, PhD As I consider business trends, specifically as it relates to the telephone answering service, three words come to mind. I think of these terms as keywords we can use to describe what we do and promote our business. Virtual An answering service provides a virtual service. It’s been that way […]
By Peter Lyle DeHaan, Ph.D. Ten years ago, whenever I’d mention medical call centers to people outside the industry, I’d get blank stares, as if I was talking in another language. Mine has things changed. Now many people know what I’m talking about when I mention healthcare call centers, while the rest usually give a […]