Tag: software and equipment

Categories
Telephone Answering Service

The Allure of a Hosted System

Now May Be the Time to Say Goodbye to Your Premise-Based System and Move into the Future

By Peter Lyle DeHaan, PhD

Hosted telephone answering service systems have been around for a long time. Though many operations have praised the benefits of using a hosted system and switched to them, other services have been resistant to make the change.

Author and blogger Peter Lyle DeHaan

In contrast to a premise-based system, which you buy, install, and maintain in your office, a hosted system lives off site that you access remotely via the internet. This requires a mental mind shift from how things have always been to a new way of doing business, but it may be time to embrace that change.

Here are some benefits to consider when looking at a hosted platform to replace your premise-based system.

Financial Advantages

With a premise-based system you have a sizable capital investment to make, which is a balance sheet item. You must deal with financing and depreciation. A hosted system is a monthly expense, which occurs on your income statement. Check with your tax consultant for details, but most services realize a financial advantage by going with a hosted system.

Always Up to Date

When you buy an answering service system, it’s expensive to keep it current, running on the latest version. Though some upgrades come at no cost, others may carry an expense. And even with a maintenance agreement, some upgrades may not be covered. Contrast this to a hosted system, which is always up to date and running the latest software.

Save on Maintenance Costs

System maintenance on a hosted system is covered by your monthly service fee. There is no need for a maintenance contract or to hire expensive IT personnel. Though you will still have operator terminals to deal with, the room full of equipment and the need to keep it running at all times is gone.

Improve Reliability

With real time backup systems and the fault-tolerant infrastructure inherent with the hosted system, the threat of downtime is greatly reduced compared to an on-site system. This isn’t to say downtime will never occur, because it’s a reality with any technology, but it’s much less likely than with a premise-based system.

Free Up Facility Space

How large is your equipment room? Imagine freeing up that space for other uses. Yes, you will still have some equipment in your office, but it’s more likely to fit on a shelf in the closet than take up a full room.

Eliminate Parts Inventory

To minimize downtime with your on-site system, you must maintain an inventory of all critical spare parts. This is a costly investment that offers no benefit other than to give you peace of mind, with the potential to decrease the length of system downtime.

Slash Telco Costs

With a hosted TAS system, you also cut your telephone costs, as most of that shifts to your provider and is covered by your monthly invoice. Yes, you may still have some office phone lines or an emergency backup landline, but that’s minimal compared to your current telephone answering service expenses.

Reduce Utility Expenses

A premise-based system consumes a lot of electricity to run 24/7. When you remove that equipment from your office you also eliminate that expense. A parallel issue is backup power in the form of a UPS system and generator. With a hosted system, these can be much smaller and may not be needed at all.

Something that’s often overlooked, however, is that your premise-based system generates a lot of heat. This carries with it an air conditioning cost to dissipate that heat. If you don’t keep your equipment room cool, your system will overheat, causing increased downtime and reducing system life expectancy.

Conclusion

For all these many benefits, a hosted system deserves thoughtful consideration for your telephone answering service. If you’re still not sure about this, just ask someone who’s already made the switch.

Learn more in Peter Lyle DeHaan’s book, How to Start a Telephone Answering Service.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his books How to Start a Telephone Answering Service and Sticky Customer Service.

Categories
Call Center

Embrace SaaS Flexibility

Tap Internet Provided Services to Maximize Outcomes

By Peter Lyle DeHaan, Ph.D.

SaaS (Software as a Service) is a subscription service that provides software solutions from a centrally located host. It also goes by other names, with some vendors making distinctions between various offerings. For our purposes, however, we’ll look at the concept generically.

SaaS offers several benefits not found in traditional premise-based call center solutions.

Affordable

SaaS is a subscription service, usually paid monthly, often in proportion to usage or configuration. As a monthly expense it shows up on your operation’s income statement. The SaaS provider handles all support and maintenance.

This contrasts to a premise-based system that’s installed at your call center. This system requires that you purchase it, install it, and maintain it. The purchase price appears on your balance sheet. The distinction between income statement and balance sheet is significant from a financial and tax perspective.

Scalable

When you buy a system, you make a guess at the size of the system you need. This includes the number of stations, ports, and options. The result is that you may pay per capacity you never use or find yourself under resourced and needing to buy more.

With SaaS you can make quick adjustments as needed to scale up to handle additional traffic or cut back to save money.

Portable

Moving an installed system from one location to another is a time-consuming, expensive task. It involves downtime, which inconveniences callers. With SaaS moving is easy. All you need is a quality internet connection and a device (usually a computer) to connect to it. This is ideal if you need to react quickly to changing situations such as a pandemic, manmade catastrophe, or natural disaster.

Current

When you buy and install a premise-based system, you quickly find using a platform that’s not running the latest version of software or you find yourself buying periodic updates. With SaaS this is never an issue. The provider keeps their hosted solution on the latest version, and all you need to do is login to access it.

Summary

Using a SaaS solution for your call center provides many advantages. It is affordable, scalable, and portable. It’s always up to date. Though you may have a business case or strategic purpose for purchasing, installing, and maintaining a premise-based system in your call center, don’t accept this as the default solution.

Give SaaS thoughtful consideration.

Read more in Peter’s Sticky Series books: Sticky Leadership and Management, Sticky Sales and Marketing, and Sticky Customer Service featuring his compelling story-driven insights and tips.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry. Read his latest book, Healthcare Call Center Essentials.

Categories
Healthcare Call Centers

PBX Attendant Consoles

By Peter Lyle DeHaan, Ph.D.

PBXs (and ACDs) are generally configured with an attendant console. Though a console can take on different forms and appearances, at its most basic, it is a fancy telephone which is given “permissions” to do advanced features that cannot be accomplished by other phones and users on the system.

Peter DeHaan, Publisher and Editor of AnswerStat

Traditional Attendant Consoles: Historically, consoles were electro-mechanical devices, with a dizzying array of buttons that took up considerable space on a desk. Over time, these consoles have become less mechanical and more electronic, nevertheless they still function as an expanded telephone.

Many readers, no doubt, still have and use these types of consoles in their hospitals and call centers. Designed for efficient and effective answer-transfer activity, these phones have additional buttons – sometimes a hundred or more – to minimize the number of actions required per call. Additionally, some buttons are “smart keys,” processing multiple actions with a single push (such as “hold” current call and “connect” to new call) or changing function depending on the situation (such as “answer” if not connected to a call, but “hook-flash” if connected).

PC Attendant Consoles: Although these standard, entry-level consoles are vastly superior to the functionality and efficiency of a standard PBX phone set, they pale in comparison to the ease-of-use and feature-rich effectiveness of a PC attendant console. As the name implies, PC attendant consoles are computer-based call-processing units with a familiar Windows interface.

A basic PC attendant console is available from virtually all PBX vendors. There are several benefits provided by PC attendants. First and foremost is that calls can be processed faster, requiring less arm movement and with touch-typing speed. This implies labor savings and cost reduction. If even one FTE (full-time equivalent) is saved per year by using a PC attendant, then it has more than paid for itself. However, the labor-saving effect is often greater than one FTE – and occurs year after year.

A second benefit is the Windows interface. Trainers generally concur that training is easier and faster on a familiar-looking computer screen with intuitive actions, than on a intimidating and foreboding traditional console. In fact, unless advanced functions are repeated frequently on a traditional console, they tend to be forgotten, performed incorrectly, or done without confidence. With the user interface of a PC attendant, these concerns are greatly minimized.

A third benefit is added functionality. Even at its most basic, a PC attendant includes a directory feature, allowing for instantaneous access to hospital extensions and room numbers. This speeds answer-transfer functions and greatly increases accuracy. Therefore, for the one-time cost of purchasing a PC attendant, there are ongoing labor savings, training efficiencies, and additional functionality.

Advanced PC Attendant Consoles: More sophisticated PC attendants are available from third-party providers. These include both software-centric solutions and hardware implementations. Whereas a PC attendant is an adjunct offering from a PBX vendor, it is a core competency and primary focus of third-party providers. Although the details vary, along with their respective labels, here are some features you can expect from a third-party PC attendant:

  • CTI (Computer-Telephony Integration) directly links a call with the information needed for that call or that is gathered from the caller. There are various levels of sophistication with CTI, but most third-party providers have implemented this at its most optimum level. (See Information Transfer and ANI.)
  • Directory Services which are available enterprise-wide, assist agents in quickly and accurately locating members of the organization.
  • Agent Greeting goes by many different names such as Operator Saver, Perfect Answer, Answer-with-a-Smile, and Personalized Auto-Answer. It provides automated greetings in the attendant’s voice. This allows an agent to record a “perfect” greeting and then use it repeatedly throughout the day, guaranteeing that every call is optimally answered. Other benefits are less agent fatigue and a stronger voice at the end of the shift. This is a requirement in hospital and call center environments.
  • Messaging Options enable operators to type messages into their computer and to send them, at the touch of a keystroke or two, to any destination including voice mail, email, fax, printer, pager, or text-enabled cell phone. Third-party PC attendant providers put great emphasis on the messaging aspects of their systems, providing a powerful array of message processing features and options. This also provides the platform on which to offer telephone answering service.
  • ANI (Automatic Number Identification) displays the caller’s number (when it is available) and copies it into the call record or message form. This streamlines message taking and reduces errors.
  • On-Call Scheduling enables agents to reach the right people no matter how often their schedules and availability may change.
  • Call Recording lets agents selectively record a phone conversation.
  • Call Logging (Voice Logging) digitally records all calls, of all agents, 24 x 7. Recordings are available as needed for training, verification, and problem resolution. (Without corroboration, the agent is always blamed for errors and quality concerns, but amazingly when a recording of the call can be accessed, the agent is vindicated over 90 percent of the time.)
  • Information Transfer allows information and data that an operator enters into the computer to be retained with and accompany the call if it needs to be transferred to another agent or supervisor for call completion or resolution. This keeps callers from needing to restate pertinent information, such as their name, PIN, account, address, call-back number, and so forth.
  • Administrative Monitoring and Reporting provides real-time monitoring of call center activity and reporting procedures, including call statistics and messaging activity.
  • Database Functions helps administrators maintain internal, up-to-date information that is available to all agents, as well as accessing external databases, which can be displayed on the agents’ computer station. Databases can be either read-only or allow updating and data-entry capabilities.
  • Speech Recognition streamlines various functions and can automate repetitive tasks.
  • Text-To-Speech allows callers to automatically listen to database information without an operator needing to read it. One prime example is an employee or client automatically retrieving messages without operator involvement.

Healthcare Applications that have been designed and implemented specifically for a medical or hospital environment include

  • On-Call Calendars
  • Patient Directory
  • Physician’s Referral
  • Physician Registry/Locator
  • Physician’s Consult
  • Class Registration>
  • Wake-Up Calls

This is a summary of the key features available today. Other items are also available and the list is growing as vendors make their products more robust, powerful, and feature-laden.

Integrating Third-Party PC Attendant Consoles: PBX vendors may be apprehensive about third-party PC attendants. Obviously, most sales staff would rather sell something they will make a commission on, as opposed to recommend another company’s product. From a pragmatic standpoint, however, concerns do exist about working with another vendor to make a solution function as expected and the inevitable finger pointing that occurs should something not work.

As such, third-party vendors go to great lengths to minimize this concern and to ensure that the installation and interface goes as planned and works as represented. Even so, many purchasers insert a clause into the contract or purchase order to address this very issue. Vendors who are confident in their product and their capabilities are open to accept any reasonably worded clause relating to equipment interfaces and inoperability.

Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.

Categories
Healthcare Call Centers

Voice Logging Overview

By Peter Lyle DeHaan, Ph.D.

Voice logging is an important and valuable call center technology, considered by many to be an indispensable support tool. Voice logging allows calls to be recorded for quality assurance, training, self-evaluations, verification purposes, and dispute resolution.

Because of the terrorist attacks in the United States on September 11, 2001 there has been a surge of interest in voice logging. Although voice logging cannot be viewed as a detriment to terrorism, it is deemed as an essential part of everyone’s overall goal of increased security and safety.

Peter DeHaan, Publisher and Editor of AnswerStat

Some centers record calls at random, many record all calls, and some continuously record all headset audio – both during and between calls. Past forms of voice logging equipment have ranged from reel-to-reel tape machines, to specialized audiocassette recorders, to modified VCR units, to today’s state-of-the-art computer-based implementations.

How Loggers Work: Voice loggers can be either external stand-alone systems or internal integrated software. Many of today’s CTI-enabled switches and call-processing platforms have voice logging as a built-in option, inherent in the system’s design and architecture. This provides for optimal performance and often allows the call record or captured data – be it a patient call, a telephone triage session, or a doctor’s instruction – to be directly linked to the voice file. This allows for a holistic review of all components of a particular call, as both the audio interaction and the information gathered can be easily accessed and reviewed congruently and simultaneously.

For other situations, stand-alone voice loggers can be interfaced to the switch or call-processing platform, tapping into audio paths at the agent headset, the switch destination port, or the source port. These later two configurations provide the ability to record voice mail calls as well. The advisability and desirability of doing so, however, is questionable and should be pursued only after careful thought and consideration of the ramifications and legal consequences.

Often vendors of stand-alone systems have designed universal interface adapters that allow audio to be easily tapped into at the handset or headset connection without affecting or degrading the audio level. For these external systems, a typical method includes tapping into the headset audio at the agent station and feeding it into the PC’s sound card.

For both internal and external voice loggers, the speech is digitized and often stored on the agent station hard drive, usually as wave files. At some point (either immediately or at a preset time or condition), the wave files are sent over the network to a central voice logging server where they are indexed and stored.

Indexes are commonly applied to all header field data, such as time, date, station number, agent login, source port, destination port, call completion code, and project ID. If needed, queries can be established to fine-tune the search even further. Searching by agent or time are the most common parameters. However, in the course of troubleshooting system problems, searching by specific ports, completion codes, or station numbers can be most informative.

The retrieval interface is a database, such as Access or SQL. As such, records of calls can be quickly sorted, filtered, and presented. Wave file access is then fast and efficient. If needed, archiving of voice files can be accomplished easily and quickly to CD-ROM or DVD.

Uses of Voice Logging: As mentioned, there are several possible reasons to record calls. These include quality assurance, training, self-evaluations, verification, and dispute resolution. Any one of these options often justifies the expense of implementing voice logger technology. The other features then become pleasant bonuses.

  • Quality assurance is the most often cited use of voice logging. With voice logging, supervisors and managers can easily and quickly retrieve, review, and evaluate agent calls. By integrating a program of silent monitoring, with side-by-side coaching and statistical measurements, an agent’s overall effectiveness can be evaluated and verified. Voice logging allows areas of deficiency to be discovered and items of excellence to be celebrated.
  • Training can be greatly facilitated using voice logging. One application is to capture examples of exemplary calls by seasoned representatives for trainees to review and emulate. Conversely, less than ideal calls can also be showcased for discussion and critique. Although both of these scenarios could be accomplished using fictitious examples or staged calls, there is great benefit in being able to demonstrate real-world examples.
  • Self-evaluation is a powerful tool of introspection whereby agents use voice loggers to retrieve their own calls and through a process of self-discovery learn how they can handle calls or situations more effectively. Although this is valuable during the training phase, it is also beneficial for seasoned representatives, as it allows them to keep their skills sharp and helps sloppy actions from becoming bad habits. Even more importantly, agents may specifically seek and review a specific call that had a less than ideal result so that a more desirable outcome can be determined and implemented.
  • Verification is another worthwhile use of voice logging, especially in an environment where critical information is shared and communicated, such as in telephone triage. By recording all conversations, the symptoms and nurse’s instruction to the patient is captured and verified that proper information was conveyed. Normally, the recording is never listened to unless there is an argument about the transaction.
  • Dispute resolution then comes into play. Whether it is a message, a medical emergency, or an accusation of improper phone behavior, the voice recording of that call essentially becomes an independent third party account of what happened and avoids the “he-said/she-said” disputes in which neither party can corroborate their own account of what happened. Though the agent is sometimes found to be in error in such situations, the consensus is that in the vast majority of cases the agent is vindicated; once the aggrieved party hears the recording, the problem resolves itself quickly and with little further effort.

User Input: It is rare to find a voice logger user who is not overwhelmingly positive about the benefits and value of the technology and what it means to their call center. “I wish I had a logger years ago,” is a sentiment commonly made within weeks of a new voice logger installation.

Others see how voice logging allows call centers to improver customer service. Interestingly, call center staff often initially view the recording of calls as a negative development, threatening the work they do and attacking their competency. It is only after voice logging technology is implemented that the agents begin to see it as a tool to protect their work and validate their quality. The reality is that only representatives with something to hide have a legitimate reason to fear voice logging.

Accounts abound from call centers that have increased the quality of their service, improved their training, and avoided a potentially costly lawsuit or a lost patient all because of voice logging. Although it may seem difficult to cost-justify a voice logger before it is bought, a high percentage of users indicate that it is one of the most important pieces of technology in their call center.

Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.