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Use an Answering Service to Cover Sick Days

September 10, 2019

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 pre-arranged absence. So what do you do when your receptionist calls off at 7:45 in the morning? Panic The idea of hearing a ringing phone all day …

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What Is a Call Center?

September 3, 2019

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 important one to ask and even more critical to give careful consideration to the answer. While some businesses know they have a corporate call center, most others assume they don’t, …

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

May 28, 2019

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 or all of their activities. Here are some situations when it is ideal for a healthcare facility or network to consider outsourcing. Space Limitations When the space allocated to …

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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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Healthcare Call Centers Use Contracted Services to Drive Results Fast

November 13, 2018

Learn How Contracted Services Can Benefit Your Healthcare Call Center When you’re ready to take your healthcare call center to the next level, don’t add an expensive call center professional to your payroll and hope for the best. Instead use a contracted services professional to provide what you need, when you want it, and without …

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Expand Patient Access Using Healthcare Call Centers

October 30, 2018

A buzzword in the healthcare industry is patient access. Increasing patient access provides more care options to patients and improves their level of care. As a side benefit a healthcare system keeps more patients in their network of care, improves provider and equipment utilization, and boosts the bottom line. Tapping a healthcare call center, especially …

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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, ...