February 2018 - Call Center Sales Pro

Monthly Archives: February 2018

What to Do When You Struggle with Sales and Marketing

February 28, 2018

Every telephone answering service and outsourcing call center owner wants to grow his or her business. There are only two ways to do so: growth through acquisition and growth through sales and marketing. The benefits of growth via a sales and marketing strategy is ongoing, incremental, month-after-month sales. It’s controllable and sustainable, yet many answering …

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8 Key Training Opportunities for Healthcare Call Centers

February 21, 2018

Healthcare call centers talk about training but few follow through by offering professional instruction that truly makes a difference. Consider these eight call center training areas: 1) HIPAA Compliance: HIPAA, the Health Insurance Portability and Accountability Act, applies directly to healthcare call centers. Is your call center truly doing all that HIPAA regulations require to …

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Quality Assurance is Essential for Healthcare Call Centers

February 14, 2018

Quality is the hallmark of great call centers, and a robust quality assurance (QA) program is what makes great call centers even greater. Nowhere is this more true than for healthcare call centers were any given call could have significant ramifications to the patient’s future health, even to the point of presenting life and death …

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Don’t Leave HIPAA Compliance Training to Chance

February 7, 2018

HIPAA, the Health Insurance Portability and Accountability Act, applies directly to healthcare call centers, both in house (as a covered entity or CE) and outsource (as a business associate or BA). Is your call center truly doing all that HIPAA regulations require in order to protect caller and patient personal health information and maintain compliance? …

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Recent Posts

Finding a New Call Center is a Big Deal

Finding a new call center to service and handle your calls is not something to pursue with casual indifference. There is much at stake. You can’t af...


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 some...


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

The healthcare industry is under pressure from all sides: government, insurance companies, patients, and stakeholders. Everyone demands more for less:...


5 Tips to Email Marketing Success

Rumors abound that email is dead, that as a marketing medium it is past its prime. Let me confirm that these rumors are, in fact, nothing more than ru...


Don’t Expand Your Hospital Call Center When You Can Outsource

When a hospital call center faces pressure to do more in the face of considerable constraints, one solution, often the best one, is to outsource some ...


Use an Answering Service to Block Out Time

People at all levels of business, in all sizes of businesses, struggle to find time to focus on key projects. Nowhere is this more critical than for e...


Selling a Distressed Answering Service

Prior posts have addressed the right time to sell your answering service, the wrong time to sell, and about leaving a legacy when it’s time to move ...


Why Insisting on a Stateside Call Center is an Ill-conceived Goal

When people reach a call center, they make assumptions about the agent and the agent’s location based on what they hear. While these assumptions may...