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Monthly Archives: September 2016
Understand the Difference Between Inbound and Outbound Corporate Call Centers
September 27, 2016
Isn’t all call center work the same? It doesn’t matter if it is inbound or outbound, a call is a call, right? Wrong. There are significant differences between inbound call center work and outbound call center work, but most corporate business leaders fail to understand the distinction, putting the efficacy of their call center at …
Use an Answering Service as Your Business Expands
September 26, 2016
All business owners and managers want to see their businesses grow. Standing at the helm of an expanding business is an exciting time, but it can be a trying one as well. Growing pains prevail. And you don’t need to contend for the Inc. 500 or Inc. 5000 list to experience the travails of rapid …
Your Company May Have a Call Center and Not Even Know It
September 19, 2016
The classic definition of a call center is a centralized place where calls are answered. Though the answer is straightforward, identifying corporate call centers is not always so easy. Yes, the obvious corporate call centers are those large rooms with rows of cubicles staffed by people who spend their day talking on the phone to …
How to Consolidate Individual Call Centers
September 15, 2016
How many call centers does your healthcare facility have? While a common response might be one, this is often not the case and could be in error. Most hospital systems have multiple call centers, centralized places that handle calls for different departments, buildings, or facilities. The actual total may be surprising. While each call center …
Don’t Forget Ongoing Agent Training
September 12, 2016
Call center agents should never complete their education. If agents claim to have finished training, either they’re deluding themselves or their call center is letting them down. Agent training isn’t a once-and-done task. It must be ongoing. Seriously. Here are four key types of ongoing agent training: Advanced Skills Training: Initial agent training covers …
How to Train Your Answering Service Sales Rep
September 10, 2016
So you’ve hired a sales rep for your telephone answering service. Now just sit back and watch the sales roll in, right? Not so fast. Though hiring the right person and forming the right sales compensation plan are essential elements of salesperson success, sales training is key. Training is also where most telephone answering services …
Recent Posts
Use an Answering Service to Cover Sick Days
Unlike a vacation, which employees schedule in advance, no one plans a sick day—or at least most people don’t. In most cases a sick day is not a p
What Is a Call Center?
If your business operates outside the call center industry, you may have trouble answering this question of “What is a call center?” But it’s an
Implement an Agent Development Program
Call center agents, your public-facing staff, are key to your call center’s effectiveness and fuel the success of the overall organization. Successf
Agent Success Starts With Great Training
In the call center arena, your frontline people are key to success. This starts on day one of their employment in their initial training. Here are som
How Not to Sell Your Telephone Answering Service
There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i
Why You Should Consolidate Siloed Call Centers
It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the
Use an Answering Service to Schedule Appointments
Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full
Use an Answering Service to Cover Staff Meetings
It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all,
