Working in a Medical Call Center is Hard, but Don’t Forget the Good Parts By Peter Lyle DeHaan, Ph.D. 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 […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
Give Staff Opportunities to Make an Impact through Their Work By Peter Lyle DeHaan, Ph.D. We’ve been considering five strategies to retain call center staff. The first four are through agent compensation, agent benefits, learning situations, and growth potential. Now we’ll address the fifth one. It’s showing staff how they can make a difference in […]
Take Key Steps to Reduce Burnout and Increase Retention By Peter Lyle DeHaan, Ph.D. 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 […]
Increase Employee Tenure by Showing Them Their Future with Your Organization By Peter Lyle DeHaan, Ph.D. In considering the five tips to better retain call center staff, we’ve looked at agent compensation, agent benefits, and learning situations. Now we’ll address providing staff with employee growth potential opportunities. With your employees learning enhanced work skills, don’t […]
Don’t Focus on the Angry Masses but Grab onto a Good Call Whenever Possible By Peter Lyle DeHaan, Ph.D. Working in a call center is challenging. Although it’s been a long time since I answered calls in one, I’m still aware of how hard it is. That’s because I’m now on the other end of […]
Everyone Wins When You Provide Strategic Training for Your Staff By Peter Lyle DeHaan, Ph.D. We’ve looked at five tips to better retain call center staff. The first two addressed agent compensation and agent benefits. Now we’re going to look at learning opportunities. Today’s entry-level workforce values jobs that allow them to grow mentally. Educational […]
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 […]
Spend More on Retaining Staff and Less on Hiring and Training Their Replacements By Peter Lyle DeHaan, Ph.D. We’ve looked at five tips to better retain call center staff. Agent compensation is first on most people’s list. However, it might not be the most important item, merely the one most cited. Pay rate alone isn’t […]
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 […]
Don’t Brush Aside the Importance of Providing Appropriate Call Center Agent Pay By Peter Lyle DeHaan, Ph.D. In my article “Ideas to Better Retain Call Center Staff,” we looked at five tips to improve call center staff retention rates. I first considered compensation, a topic of great concern for managers and which carries a critical […]