August 2016 - Call Center Sales Pro

Monthly Archives: August 2016

Agent Success Starts With Great Training

August 31, 2016

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 some tips to foster successful agent training. Pick the Right Medium: There is a time and place for online training, but self-directed instruction will not work in all situations. …

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How Not to Sell Your Telephone Answering Service

August 30, 2016

There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements include presentation, promotion, correcting problems, and so forth. At the risk of comparing a business to a vehicle, would you abuse a car, drive until it breaks down, and then slap a …

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Agent Success Starts With Great Training

August 29, 2016

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 some tips to foster successful agent training. Pick the Right Medium: There is a time and place for online training, but self-directed instruction will not work in all situations. …

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Why You Should Consolidate Siloed Call Centers

August 29, 2016

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 facility, or the entire network. While some healthcare operations wisely have only one comprehensive call center, other networks have a dispersed array of specialty call centers. The reality is …

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Use an Answering Service to Schedule Appointments

August 29, 2016

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 schedule results in a full day of billing. A schedule with holes means fewer billable hours and less revenue. Downtime equals disappointment. The Goal is Maximum Productivity: The objective …

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Use an Answering Service to Cover Staff Meetings

August 23, 2016

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, the meeting is for all staff and to exclude one person by removing him or her from the discussion doesn’t make sense, and an absence implies …

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Use an Answering Service to Provide First Level Help Desk Service

August 18, 2016

Many people think of a telephone answering service as a company that takes messages. Yes, they do that, but they can do much more than just take information; they can give out information as well. This includes basic help desk services. A help desk is essentially a call center that provides support to end users, …

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Are You Sick of Hearing Complaints about Your Answering Service?

August 12, 2016

If you are the owner of a small business or the business manager in charge of overseeing your answering service, does it sometimes seem as if your answering service is more hassle then they’re worth? Here are two common pain points many small businesses have when they hire the wrong telephone answering service: Employees Whine: …

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Make Sure Your Email Has a Clear and Easy-to-Use Opt-Out Procedure

August 5, 2016

A key to keeping in touch with prospects for your answering service or call center is to collect email addresses and send out periodic updates or informative newsletters. We call this email marketing. In a post about the legal aspects of email marketing, we shared six tips for success. Tip #4 was “Provide a clear …

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Use a Broker to Find an Outsource Healthcare Call Center or Answering Service

August 4, 2016

The healthcare industry is under pressure from all sides: government, insurance companies, patients, and stakeholders. Everyone demands more for less: Enhanced care, faster access, better treatment, less hassle, simpler billing, and so forth. At the same time, the healthcare provider or system needs to take in enough money to remain viable. So when the decision …

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