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.
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…
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…
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…
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…
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…
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…
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…
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…
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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 r…
As we discussed in a prior post, your top line is your gross sales and is effectively an indicator of your ability to market and sell your services. Here are three reasons why you need a strong top line for your telephone answering service.
Economy of Scale
Typically, telephone answering services with…
Most people know that a business needs a strong “bottom line” if it is to remain viable and stay in business. But they may not be as clear about the meaning behind this phrase. It comes from looking at a financial P&L (profit and loss) statement. The final item on this report—that is, the bottom..
We talked about when it is the right time to sell your telephone answering service and when it is the wrong time. These posts were both from a seller’s perspective. What about the buyer? While seller and buyer timing does correspondingly mirror each other, the buyer has some additional consideration…
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 requi…
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 nee…
A huge concern among healthcare providers is cost containment. Aside from this being a responsible healthcare goal, especially for uninsured and under insured patients, it is also a central expectation of the Affordable Care Act (Obamacare). Common targets are generic versus name brand prescriptions…
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 …
Today’s Telephone Answering Services Help Make Healthcare More Available and Affordable
The telephone is rapidly becoming a valuable tool to enhance healthcare by improving outcomes, saving money, and being more responsive. Some call centers focus exclusively on healthcare, but that doesn’t rule out…