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Agent Success Starts With Great Training

August 13, 2019

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

July 30, 2019

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

May 7, 2019

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 have a basis for truth, they also can gravely mislead their understanding of the transaction. Consider the following: Accents If the agent speaks with an accent, especially a foreign-sounding accent, …

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Use a Contracted Services Provider to Implement Your Special Call Center Projects

November 27, 2018

Common Call Center Services Initiatives that Are Available from a Contracted Services Professional Does this sound like your call center? You can handle most day-to-day items with excellence, you have a great management team that maintains the status quo, and your metrics are mostly trending in the right direction. Despite all these positive outcomes, there’s …

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Three Ways to Complete Call Center Projects and Advance Critical Initiatives

November 20, 2018

Don’t Let a Lack of Human Resources Keep Your Call Center from Moving Forward The call center industry undergoes continuous change. Failing to keep up with the rate of change doesn’t mean maintaining the status quo, it means falling behind. Yet implementing new ideas, projects, and initiatives require time and money. And there’s never enough …

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Use an Independent Agent to Find a Call Center

August 22, 2018

For years I bought my insurance through the local office of a national insurance company. They insured my cars, house, and business. For a time, I even had my healthcare insurance and a small life insurance policy with them. The agent and his staff provided great customer service and treated me like a friend. Each …

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3 Ways to Right Size Your Answering Service

July 11, 2018

Right Size Your Answering Service to Maximize Efficiency and Boost Bottom Line Results In a prior post we asked if your small or medium-size answering service was the right size. Though growth occurs on an account-by-account basis, the infrastructure to support it usually stays steady for a time and then takes a big jump. It’s …

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Develop a Career Path For Your Call Center Agents

May 2, 2018

A key challenge call centers face is finding good agents. Then they must train those agents, which is an investment that can take several weeks. After all that, the last thing a harried call center manager wants is for their best agents to leave to seize a better opportunity. While competitive pay, flexible hours, a …

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8 Tips to Make Your Call Center Agents Happier

October 18, 2017

Happy agents will work harder to produce happy callers and customers Call center work is hard. Not every person who accepts a position as a call center agent has the determination to stay in that position for the long-term. This is one reason why most call centers experience a high turnover rate. While some aspects …

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Recent Posts

Use an Answering Service to Cover Sick Days

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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, ...