We will celebrate Thanksgiving Day next week in the United States. And our friends to the north celebrated it last month. Aside from having a day off from work—not that anyone in the answering service industry ever gets a day off, especially holidays—Thanksgiving is a time for us to think about things we’re thankful for. […]
With the Millennial generation’s love for texting and general avoidance of placing a phone call, it’s tempting to project the demise of the call center. Although this may make for a logical conclusion, it’s not going to happen any time soon. Though tomorrow’s healthcare call center will undoubtedly have more chat transactions than it does […]
As the telephone answering service industry continues to consolidate amid a sellers’ market, it leaves many wondering what the future looks like as they contemplate their long-term strategy. There are three general scenarios that apply to most situations: buy, sell, or stay. Buy Some large players, both from outside the industry and from within, continue […]
If you own a telephone answering service, you spend a lot of time thinking about the future. And if you’re not the owner, you should also consider what’s ahead. More on that later. Future considerations for owners may include growth, acquisition, or new technology. However, when you think about the future, you should also plan […]
How Healthcare Call Centers Can Fill a Vital Need for Patients 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 […]
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 pushes, I reached a real […]
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, it’s still challenging to make […]
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 it will happen if anything […]
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 move to embrace other forms […]
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, the best technology means nothing. […]