Monthly Archives: October 2016
Composer Increases Productivity by using a Telephone Answering Service
October 31, 2016
Alice Lamar is a successful composer for television. She is well known for her work on children’s programming, especially animated features. “I work closely with the creator of one show in particular, who also happens to be the executive producer. He has a clear vision for how every episode should turn out. He’s obsessive, but …
Use an Answering Service to Right Size Your Business
October 28, 2016
The economy, markets, and commerce continually move in cycles. There are periods of expansion and times of contraction. To remain viable, businesses must navigate these ever-changing conditions. As a result, businesses grow and businesses shrink. Being at the helm of a growing business offers excitement and invigorates, while downsizing requires patience and fortitude. Between these …
Should Your Answering Service Sales Rep Job Shadow?
October 26, 2016
In the post “How to Train Your Answering Service Sales Rep” we covered five options for training a telephone answering service sales associate. One of the ideas was job shadowing. While job shadowing in itself will not fully train a new sales representative, it can be a viable element of a comprehensive sales training program, …
Use an Answering Service to Screen Calls
October 24, 2016
The telephone serves as an essential tool for most businesses. It’s the primary means of communication with prospects, customers, vendors, and employees. The telephone provides the potential for immediate, direct communication with these important groups. As far as effectiveness and making personal connections, we cannot overstate its value. When it comes to urgent and emergency …
Boat Repair Shop Owner Meets Growing Demand because his Answering Service was a seamless partner!
October 17, 2016
Summer is an incredibly busy time for Weyden Dozier. His company, Dozier Prop Works, offers propeller and fiberglass hull repair services to recreational boaters. Dozier’s business is nestled on the bank of a major waterway and reservoir popular with fishermen, water skiers, and vacationing families. To cope with the high seasonal demand for its services, …
What’s the Difference Between a Call Center and a Contact Center?
October 12, 2016
Many people, especially in the corporate environment, use the terms “call center” and “contact center” interchangeably. Most of the time this is okay, and no one will object. After all, both are centralized places that serve as communication centers, but from a strict definition, they differ in terms of the variety of communications handled. A …
Does Your Call Center Need to be in a Centralized Location?
October 11, 2016
In “What Is a Call Center?” we defined a call center as “a centralized location where calls are answered or made.” This is the traditional, literal definition. The reality, however, is that with today’s advanced technology, a call center no longer needs to be in a centralized location. Here are some benefits of not having …
How to Lead Your Call Center with Effectiveness
October 6, 2016
Leading well is a lifetime effort that managers never fully achieve, but they need to seek continual improvement. For the short term, here are some commonsense steps that will immediately improve your effectiveness as a call center leader and manager. Interact with Agents: To often the only time agents see a manager is after they’ve …
Who Staffs Your Healthcare Call Center?
October 6, 2016
Setting appropriate staffing levels in a call center is a critical task, an absolutely essential one. If you overstaff then payroll costs will explode your budget, and if you understaff then service levels plummet. Finding the right balance is tricky and even the most experienced schedulers can make mistakes, sometimes-drastic ones. Crafting the optimum call …
Quick Tips to Implement HIPAA in Your Call Center
October 5, 2016
Most people in the call center industry have a general idea of what HIPAA is, but they lack an understanding of how to apply it to their call center. Ignorance is not a sound defense for HIPAA violations. Follow these quick tips now to reduce penalties and pain later. First a review. HIPAA stands for …
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,