Call center agents must master the art of transferring calls
Many callers shudder when they learn their call is about to be transferred. And they have good reason to be concerned. Too often a call transfer does not go well. Common complaints include being disconnected, being transferred to the wrong …
Sales inquiries and leads go from hot to not interested faster than you might think
When a potential customer is interested in learning more about your products and services they reach out to you for more information. Since they’ve sought you out, this means theirs is a hot lead and your chance of cl…
Companies must view customer complaints as an opportunity, not as a hassle
The reality is that most unhappy customers never take the time to let companies know about being unhappy or upset. However, they will tell their friends all about it and in great detail.
This is unfair to the company, for it ne…
Motivate your staff to accomplish great things and pursue astonishing outcomes
Have you ever heard someone described as a born leader? This is a misnomer. While some characteristics of great leadership may come naturally to some people, the reality is that all leaders need to hone their skills if the…
Effective leadership is a skill that can be learned and must be honed
We’ve all heard stories of business leaders whose staff accomplished phenomenal results. Often these leaders had fiery personalities who made demands on their employees and were tyrants to work for. They would resort to threats and…
How to develop a staff with a can-do-anything attitude
Running a successful call center is hard. It requires dedication, focus, and a great team. Place the emphasis on team. Not every manager has what it takes to develop an effective, quality call center. Many have tried, but not as many have succeed…
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.
Whil…
In a prior post, we discussed the importance of not having triage nurses handle basic phone calls. Doing so would be a misapplication of their skills and drive costs up.
There are seven types of phone calls that nurses shouldn’t handle: give out routine information, take messages, dispatch urgent cal…
People who use answering services want them to be responsive. It’s easy to understand why. In today’s modern culture, people don’t want to wait. They want it now; they expect immediate gratification. But when it comes to understanding what it means to be responsive, several ideas come to mind. And e…
Providing Answering Service Backup Support From a Thousand Miles Away
When hurricane Harvey reached landfall in the United States this August, it became the first hurricane to do so in over a decade. After a 12-year lull, people in the United States of America experienced firsthand the devastating p…
In a prior post we looked at using a work-at-home model for your corporate call center. The benefits are many. These include being able to tap a new labor market, find employees with superior skills, increase agent retention, realize greater scheduling flexibility, and improve overall call center e…
Most telephone answering services use some sort of marketing to grow their business. If your answering service can grow without any marketing, that’s great. However, most aren’t so fortunate. There are two key metrics when it comes to analyzing marketing efforts, be it online or offline. The first i…
Despite a lot of initial promise and your high expectations for a successful outcome, sometimes outsource call centers don’t work out as expected. What should you do if this happens? The first thought is to fire them and hire a new one. And whether you go through this arduous process yourself or tap…
www.Fuzionme.com
CCSP Fuzion data portal provides ultimate 1-stop management resource for healthcare call center supervisors and managers
Call center leaders need accurate tools that allow them to measure and manage in real time. They also need to be able to look at historical metrics in order to mak…
As an independent insurance agent, Jack Kippling had been in the industry most of his career. To grow his clientele he would buy mailing lists of new area residences and send them a series of marketing letters spread over two years. This resulted in steady growth year after year. For two decades thi…
Michael and Susan Carbine had spent the last six months doing a meticulous remodel of their beloved home. Their kitchen was last, and they pulled out all the stops: top-of-the line stainless steel appliances, exquisite quartz countertops, deluxe cabinets, and rich hardwood flooring. With the remodel…
Gerard Hoover sighed. His new security guard monitoring system wasn’t working as well as he hoped. With his staff of guards scattered around the city and working alone, he wanted to make sure they were doing their job, as well as ensure their safety – especially at night. Each checkpoint at each fac…
Dustin Murphy was stepping into his future, with law school behind him and his new practice before him. He needed to make the most of the opportunities his law degree afforded him because he had financed his entire education; the young attorney had saddled himself with $150,000 in student loans. Ins…
Terry Tyler loved caramel. But as he chomped on the sweet goodness of his mouthwatering treat, something bad happened, something really bad. Stuck in the gooey caramel, his crown popped off. The candy’s sugar assaulted the raw nerves of the now uncovered peg his crown once protected, sending shootin…
With rain pouring down, Jerry Tresman and his wife, Mindy, looked in horror at the water rushing into the basement crock that held their sump pump. The water was rising. Running continuously the pump couldn’t keep up. In minutes the water would surely overflow, flooding their newly finished basement…