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 schedule results in a full day of billing. A schedule with holes means fewer billable hours and less revenue. Downtime equals disappointment.

The Goal ...

23.07.19 03:00 PM - Comment(s)
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, 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 that person...

16.07.19 04:00 PM - Comment(s)
Make Sure Your Email Has a Clear and Easy-to-Use Opt-Out Procedure

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 “P...

09.07.19 04:00 PM - Comment(s)
Are You Sick of Hearing Complaints about Your Answering Service?

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 answer...

02.07.19 03:00 PM - Comment(s)
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 afford a misstep, not for your company or for your career. While making the right selection could earn you praise, a bonus, or even a promotion, making th...

25.06.19 02:00 PM - Comment(s)
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 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 w...

18.06.19 03:00 PM - Comment(s)
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: Enhanced care, faster access, better treatment, less hassle, simpler billing, and so forth. At the same time, the healthcare provider or system needs...

11.06.19 04:00 PM - Comment(s)
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 rumors. In reality, email marketing is strong, proven, and cost-effective. Yes, other marketing channels may be sexier, but email is golden—as long as y...

04.06.19 01:00 PM - Comment(s)
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 or all of their activities. Here are some situations when it is ideal for a healthcare facility or network to consider outsourcing.

Space Limitations

Wh...

28.05.19 03:00 PM - Comment(s)
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 entrepreneurs and small business owners. Although leaders make some significant decisions in the midst of chaos and distraction, other vital undertakin...

21.05.19 03:09 PM - Comment(s)
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 on. However, there is one more scenario to consider. It’s a distressed sale. Sorry to be blunt, but that’s an apt description for a difficult situation.

...

14.05.19 05:30 PM - Comment(s)
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 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...

07.05.19 03:00 PM - Comment(s)
Use an Answering Service to Better Serve Callers

When someone calls your office, what happens?

Don’t answer this question with what you hope happens or what you ideally want to occur but with the typical response the caller actually receives. Also, don’t focus on the exemplary instances, but instead consider the difficult occasions. This is what ca...

30.04.19 01:00 PM - Comment(s)

Attendance Issues Are Not Inevitable and They Can Be Dealt With

Agent attendance problems are something too many call centers struggle with. Unlike many businesses that can work around a late or absent employee, this isn’t the case for a call center. Call centers strategically schedule staff, so they...
12.02.19 10:00 PM - Comment(s)

With the right software, anyone can generate telephone answering service invoices—and get them mostly correct. Yet it takes a company with unique industry know-how to produce accurate bills that are easy for accounts to understand and that don’t contain errors.

A professional, full-service billing pr...

12.02.19 10:00 PM - Comment(s)
7 Steps to Deal with an Underperforming Answering Service Sales Rep

If an answering service has sales reps they either produce consistent sales month after month or they underperform. Too often sales reps underperform. While it is tempting to point fingers at bad selection methods, inadequate management, poor training, or a slew of other excuses, keep the present si...

12.02.19 10:00 PM - Comment(s)
Use an Answering Service to Back-up Your Staff
In today’s fast paced business environment we all have more to do and less time to do it. Too often something needs to give. We skip some aspects of our work to attend to other, more pressing priorities. Too often the items staff sacrifice are communications with customers, prospects, and even cowor...
29.01.19 04:00 PM - Comment(s)
Use an Answering Service to Handle Your Office Hours Calls
Most everyone knows that answering services are great at answering the phone in the evenings and weekends, but they can also answer your phone during the business day. Though most applicable for entrepreneurs and small businesses, this also has application for medium-sized and large businesses. Here...
22.01.19 05:00 PM - Comment(s)
Use an Answering Service to Increase Staff Efficiency

Most people think of telephone answering services as doing things for you when you can’t do them or things you don’t want to do. This is true. However, answering services can also do things for you that you can do but shouldn’t.

Protect Projects

When working hard on a project or analyzing a deep probl...

15.01.19 05:00 PM - Comment(s)
Happy New Year! As we transition into a new year at Call Center Sales Pro, we want to wish you a successful and prosperous one. May this year be your best year yet.
01.01.19 06:00 PM - Comment(s)