call center Archives - Call Center Sales Pro


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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Do You Have a $30 per Hour Nurse Doing $12 per Hour Phone Work?

September 25, 2018

Many healthcare call centers staff a mixture of registered nurses and telephone agents—or at least they should. The nurses do what they’re trained for: answer medical questions and address health situations, while the agents do what they’re trained for: answer calls, take messages, give out information, screen calls, dispatch urgent information, and transfer callers. While …

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Add Call Scripting to Your Call Center to Achieve Greater Outcomes

July 5, 2018

Empower Agents to Do More and Do It Better with Call Scripting As caller expectations rise, along with call complexity, agents must do more and must do it better. This starts with hiring the right agents, but to achieve the best results, you need to empower agents and enhance their abilities with advanced technology. This …

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Hospital System Sees Call Center as Marketing Tool

May 30, 2018

Heads turned and ears perked up by what the hospital’s VP of marketing said during a roundtable discussion at a recent convention: “Our call center is measurably our most cost-effective marketing tool.” The unspoken question on everyone’s mind was, “How?” “We look at the cost of each marketing initiative: direct mail, print ads, targeted online …

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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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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 ...