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Monthly Archives: January 2018
Outsource Healthcare Call Center Work to Improve HCAHPS Scores
January 31, 2018
As most all people in healthcare know, HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems) is a patient satisfaction survey. The Centers for Medicare and Medicaid Services require it for all US-based hospitals. The survey addresses adult inpatients (except for psychiatric patients). The results accomplish three things: 1) HCAHPS responses provide an effective …
How to Successfully Deal with Answering Service Statistical Overload
January 24, 2018
Answering service systems generate a plethora of data, enough to approach big data proportions. All of these numbers are sufficient to make a statistical mathematician grin and a telephone answering service manager groan. So much data and so little time. Here are the possible options to consider: Ignore the Numbers: Face it, most people in …
Should You Offer a Free Trial When Selling Answering Service?
January 16, 2018
Some answering services offer a free trial to new clients. Others do not. Both camps are adamant about their reasons for making this decision. While there isn’t a right answer, it’s critical to carefully consider the pros and cons of each option, strategically picking the approach that best fits your business and business goals. Ask …
Sales Support Pays Off Huge for Quality-Minded Answering Service
January 12, 2018
Supplementing internal sales and marketing with third party sales support is a winning strategy Cunningham Communications, founded in 1989, worked hard over the years to build its reputation as a quality answering service and establish itself as a leading provider. Their growth came from word-of-mouth referrals and sales and marketing efforts. However, Sue Milito, the …
HIPAA Applies to Your Outsourcing Call Center, Too
January 3, 2018
As mentioned in “Five Things to Check Before Outsourcing Your Healthcare Calls,” it’s critical to hire a call center that complies with HIPAA, the Health Insurance Portability and Accountability Act. Don’t assume every outsource healthcare call center is HIPAA compliant. Though they should be, not all are. You know that HIPAA compliance is essential, and …
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,
