Why a HIPAA Compliant Answering Service is Important

Why a HIPAA Compliant Answering Service is Important

As your practice grows, you may realize that there is a need to outsource some of your routine tasks in order to be more productive and efficient at work.

Phone call management is one of the most commonly outsourced tasks in the healthcare industry. As you may know, handling phone calls in your field is not the same as with other industries.

First, you are dealing with calls from patients whose information must be securely protected at all times. Second, these calls have to be handled by a well-trained person who is familiar with the urgency of the medical field. So, when looking for a medical answering service, it’s important to find one that is HIPAA compliant.

What is HIPAA?

HIPAA or Health Insurance Portability and Accountability Act of 1996 is a law that aims to protect the privacy of patient information. It establishes national standards for processing electronic healthcare transactions and requires healthcare organizations to implement these.

Why opt for HIPAA-compliant?

Non-compliant of HIPAA regulations can cause hefty fines on both the medical institutions and the medical answering service company. HIPAA violations can cost thousands of dollars and put your company and your employees in a bad position.

When you hire an answering service that is HIPAA-compliant, you are not just making a huge step in preventing these hefty penalties; you are also giving your patients peace of mind, knowing that you, their trusted healthcare provider, is doing all they can to properly protect their information.

Speak Your Customer’s Language

Speak Your Customer’s Language

Blog

The advancements in technology have led many businesses these days to achieve greater heights, including the ability to operate at a global scale. Businesses these days can easily expand their reach to include customers who are located in different parts of the globe.

Companies who are successful in creating a global presence have made the necessary adjustments to make it happen. One of the most commonly employed strategies is getting the services of a bilingual call center.

If you’re planning to expand your business’ reach, contracting the services of a bilingual call center is a smart move. Below are some of the benefits of doing it:

Provide a more positive and personal customer experience
Nothing’s more frustrating to a customer than the feeling of not being heard or being misunderstood. You can keep this from happening by getting the services of a call center that speak your customers’ language. Doing this can dramatically improve the way your customer feels towards your company.

Improve conversion rates
A customer would feel more connected to your company if he/she is able to talk to someone who speaks his/her language. Even if your company doesn’t have the perfect solution for him/her, this interaction can provide him/her a positive experience. This customer will then more likely spread the word about your company.

Save on operating costs
You can actually reduce your operating costs by hiring an established call center that offers bilingual services. You can save your time and money through this as you no longer have to deal with the time-consuming and costly process of recruiting, hiring, and training in-house call center agents.

If you’re looking for a global expansion, outsourcing your call center function to an established multi-lingual answering services is a smart business move.

Contact One offers reliable answering service 24/7. We have bilingual agents to help you connect better with your target audience. Call us to find out how we can help you.

Make a Good First Impression – Even Over the Phone

Make a Good First Impression – Even Over the Phone

Blog/ Customer Service

Even though a lot of business transactions happen online these days, there’s still a good number of transactions that occur through the phone. This is why it’s important for any business to know proper phone etiquette, and how to make a good impression on the phone.

To help you out, we list the top 5 ways to make a good impression on the phone:

Smile
This may sound silly as the person on the other line can’t see you, but smiling while talking on the phone can make a difference in the tone of your voice and delivery of speech.

Follow the two-ring rule
Every company can come up with their own rule as to how many rings they allow before answering the phone. However, the two-ring rule is ideal. This way, you’re not causing the person on the other end to wait for too long.

Be willing to find solutions
One thing that usually throws off callers is the unwillingness of the person on the other end of the line to find creative solutions to their problems. To make a good first impression with your customer, you have to be willing to go above and beyond to find a solution for their problem.

Focus on the conversation
When you’re in a phone conversation, it’s easy to get distracted and do something else. However, doing this will take away your focus from your client. The client may not see you, but they will eventually notice that you’re distracted and not paying attention.

Add a personal touch
It’s not just how the phone is answered that matters; who answers it matters too. So, if your business wants to leave a good impression on your client over the phone, voicemail is not the way to go.

This is the reason why live answering services are becoming valuable. Having a live person on the other end adds a personal touch to every conversation. By investing in an answering service, you are making your client feel important. It contributes to overall customer satisfaction and creates a positive brand perception.

Answering Services for Salons and Spas

Answering Services for Salons and Spas

Answering Service / Call Center Support/ Appointment Setting/ Blog/ Small Business

Salons and spas are generally perceived as places for relaxation, pampering, and de-stressing. Such places are designed carefully to create that ambiance. Your effort though of creating a relaxing place for your customers can be easily tampered by a busy phone system. If you’re experiencing this problem right now, it’s time to consider the services of a virtual receptionist.

How a Virtual Receptionist Can Benefit Salons and Spas

Professional and prompt handling of your customers’ calls

This is one of the biggest advantages of contracting the services of a virtual receptionist. Whether it’s scheduling appointments or providing customer service, a virtual receptionist can do it professionally.

Improvement in your productivity

Virtual receptionists who are trained specifically in this industry are expected to remember and handle effortlessly the salon/spa’s marketing promotions. If you contract answering services from a reputable company, you can expect your virtual receptionist to be adept at communicating to your customers the associated policies of such promotions. They know how to positively offer alternative solutions to your customers if such promotions do not apply to them. This can be a huge help in your business. The less time you spend in dealing with it, the more time you have in serving your clients in your salon/spa.

Simplification of your appointment book

It’s often tricky for a customer to reach their massage therapist as most salons and spas are comprised of independent entrepreneurs who just rent out a space or booth. This means that when a customer wants to contact his/her massage therapist, he/she has to call the company to reach him/her for an appointment. This process isn’t just an inconvenience on the client but also on the entrepreneur as this interrupts his/her ability to service his/her clients in the spa.

With a live answering service, all you need to have is a single phone number that you can advertise and the assigned virtual receptionist shall handle all of your staff’s appointment requests. Keep your salon or spa a haven for relaxation and de-stressing. Get an answering service for managing appointment requests and handling business calls.

Contact One in Tucson provides answering services you can rely on 24/7. Call us to find out how we can help you.

More Small Business Answering Service Articles:

Why Customers Prefer to Speak with a Real Person

Why Customers Prefer to Speak with a Real Person

Blog/ Customer Service

Even with the advancements in technology, most consumers still prefer human interaction. Over 80 percent of the respondents in a recent study said they prefer human customer service interactions over digital alternatives. Those who received human interaction when dealing with customer service showed a more positive behavior towards the brand in general.

Generally, customers prefer to speak to a real person on the phone because of the following:

It makes the process easier.
Many customers are getting frustrated with lengthy automated messages. In many cases, it can make the transaction longer and unproductive due to the confusing ordeal with automated messages, leading the caller in different directions. By having a live person to deal with the customer’s concerns, the process can be expedited.
It’s more convenient.
One of the biggest problems with automated messages is that it makes it difficult for customers to find what they really want. And if they have additional questions, they need to start the process again. This can be frustrating especially for someone who don’t have the luxury of time to make these calls.

It’s different when a customer deals with a live person. When he/she has questions, he/she can easily bring those up and have an actual conversation with the representative. It makes it easier to get to the bottom of the problem quickly and efficiently.
It creates a more satisfying experience.
When a customer talks to a live representative, it makes him/her feel more understood. This creates a more satisfying experience even if the customer ends up not getting the perfect solution.

If you want to engage your customer more in phone conversations, then it would be smart to switch to a live answering service. Contact One has well-trained live representatives who will take your calls promptly and professionally 24/7.

Boost Productivity at Work

Boost Productivity at Work

Blog

When running a business, it can feel like there is never enough time to get everything done. Because of this, you often end up doing more than you can handle or delegating tasks to the wrong people.

If you’re tired of running your business this way, check out these strategies to help you boost productivity in the office:

Focus on one goal at a time and set a self-imposed deadline
Multitasking doesn’t improve your productivity. This belief has been debunked multiple times by productivity experts. If you truly want to be productive at work, stay laser-focused on one task and set self-imposed deadline. Even if it’s an open-ended project or task, a self-imposed deadline can help you stay focused on it.
Learn to say ‘no’
As a business owner, you know that distractions can happen any time at work. This can be in the form of new projects, meetings, emails, or spontaneity. And it’s tough to say ‘no’ to these especially when they seem to be important at that moment. However, learning to say ‘no’ to these distractions can help you in getting things done. It can be challenging but it’s worth it.
Minimize interruptions
Constant interruptions at work, be it your email or your constantly ringing phone, can change your work patterns. Learning to minimize them can make a difference in your productivity.

If the constant ringing of your phone is driving you crazy, consider hiring a live answering service. A call answering service can help you stay focused on more important aspects of your business while at the same time, give you a peace of mind knowing that your customers’ calls are being taken care of professionally.

If you’re ready to take answering calls off your plate to boost work productivity in other areas, contact Contact One Tempe today for a customized quote.

How a Call Center Can Help Create Customer Loyalty

How a Call Center Can Help Create Customer Loyalty

Blog/ Customer Service

Customer loyalty can be a result of affordable pricing, outstanding experience, convenience, general satisfaction, and connection to a company. However, studies found out that only two out of these five common reasons can lead to true and long-term loyalty from a customer. These are outstanding experience and having a connection to a company.

Even with the convenience of emails and chat support, many customers still prefer a phone conversation with the company’s rep. Aside from the ease of voicing out their concerns or queries, phone conversations, when handled well, can make a customer feel that he/she is valued. Phone conversations also provide that ‘personal touch’ especially if the calls are answered promptly by a real person.

Hiring the Services of a Call Center

Handling customer calls can be a challenge especially if you have limited resources. You are more likely to hand it to someone who is not trained to do the job. This can lead to an overworked staff and dissatisfied customers.

So, what can you do to maintain customer satisfaction without compromising the productivity of your employees? Get the services of a call center.

Benefits of Contracting Call Answering Services

If you get an answering service, you can reap the following benefits, which can eventually lead to customer loyalty:

Prompt and professional service
When you hand the job of answering the calls to an overworked staff, your customers are more likely to receive less than stellar customer service. It would be different if you hire the services of a call center. Reputable companies like Contact One have agents who are trained specifically to do the job. Getting their services will give you a peace of mind, knowing that your customers’ calls are handled professionally.
Provides help and advice
Call center agents can do more than just answering calls. They can also provide help and advice to your customers. And since these people are trained specifically to do the job, they can address your customers’ concerns promptly.
Services are available 24/7
Even if the solution offered is not ideal, customers who receive a prompt response from a company especially in a phone conversation yields to better customer satisfaction. Nothing’s more impressive than a company who does this 24/7.

If you’re working on building customer loyalty, contracting answering services from a reputable call center company is a good start.

Why After Hours Call Answering is Important

Why After Hours Call Answering is Important

Answering Service / Call Center Support/ Blog

You may have set a regular schedule for your business but your customers have not. It can be tricky especially if you’re in a service industry. Your customers will have needs that may arise after business hours. And you can’t simply ignore these calls.

If you’re in a healthcare industry, ignoring these calls can endanger your customer’s life. If you’re selling a product or service, not answering these calls can lead to frustration and a possible loss in profit.

While it’s possible to either divert your customers’ calls to a voicemail or find a way to pick the phone after your business hours, neither of these are sustainable and efficient.

Diverting your customers’ calls to a voicemail can be frustrating for some. When their needs are not met the moment they need it, they may ditch your brand and opt for your competitor instead. If you opt to answer the phone even if it’s beyond your business hours, it can intrude with your personal time and may eventually lead to burnout.

Getting Phone Answering Services

If you find yourself in a dilemma when it comes to after-hours calls, you may want to consider a phone answering service.

A phone answering service is a specialized service provided by certain companies. These companies have well-trained agents who can take your customers’ calls promptly and professionally after your operating hours. These agents can do more than just answering calls. They can provide product information, schedule appointments, and even take orders.

Reliable companies like Contact One offer top quality live answering services. They can take your customers’ calls 24/7 so you no longer have to worry about missing your customers calls even when you’re away.

Customer Expectations for Phone Interactions

Customer Expectations for Phone Interactions

Blog/ Customer Service

Customer interactions are vital in every business. Whether in-person, through email, or over the phone, the way you or your employees handle that interaction can make or break your business.

When it comes to phone interaction, customers have a certain set of expectations. A thorough understanding of what those expectations are, can help you come up with strategies for improving your customer support.
Below are some of the most common expectations customers have when it comes to phone interaction:

• Personalized interactions
This simply translates to addressing the customer by his/her preferred name and knowing their product or service history with the company. Many customers agree that not having to repeat themselves (including information about themselves) is one factor that affects their experience.

• Being proactive
Providing help even before it’s needed is something customers desire in every customer service-related phone conversation. Customers tend to have a more positive view of a business with proactive employees.

• A quick solution
Whether it’s a product inquiry or a complaint, answering the call and addressing customer needs promptly is always impressive. Most customers are not willing to wait for more than five minutes on hold. If you can’t provide them what they need when they need it, they are more likely to look elsewhere for services.

• Empathic listening
An empathic listener can provide customers with a pleasant customer service experience. Empathic listening is not just hearing what your customer is saying, but also getting into their frame of reference and understanding how they feel.

These things can be learned through training and practice. However, if you don’t have the resources to hire and train a new employee, we can help. Contact One call center in Tucson, Arizona is a company that offers call answering services. Our agents are trained to take your calls promptly and professionally 24 hours a day, 7 days a week.

Call us to find out more how we can help boost your customer’s overall satisfaction.

3 Reasons Your Small Business Should Hire an Answering Service

3 Reasons Your Small Business Should Hire an Answering Service

Answering Service / Call Center Support/ Blog/ Receptionist Services/ Small Business

As a small business owner, you wear many hats. You are your company’s salesperson, marketing agent, accountant, and in some cases, you may even be the webmaster. Playing all of these roles alone can be exhausting. This is why a professional answering service is a must-have for every small business.

An answering service is a specialized service that can help screen your calls and forward them as needed. It’s a great help, especially for small businesses whose resources are limited. Here are some of the benefits of hiring an answering service:

Never Miss a Call
With a professional answering service, you’ll never miss a call again. You’ll have a dedicated call center agent who will take customer calls in less than three rings. Having your company calls handled promptly and professionally means you’re always open for business, even when you’re on the road, in a meeting, or tending to other business matters.

Provide Prompt Service
Even in a small business, every aspect of it means a lot – including phone calls. When there’s a delay in answering, or if there’s interruption while speaking with a customer – whether it’s background noise or other distractions, it may not portray a positive and professional image. An answering service solves this problem. A virtual receptionist who is professionally trained to handle business calls, will take calls promptly and politely.

Save Money
The cost of hiring an answering service is significantly less than hiring a full-time staff member to do what a virtual receptionist can. The salary alone of a full-time staff can be between $2,000 to $3,000 a month. Most professional answering services provide the same benefits as a full-time employee but won’t cost as much as hiring new staff.
Are you a small business owner tired of wearing all hats to keep your company moving along? Contact One Answering Service based in Tucson, Arizona is ready to help take something off your plate. Our agents take calls 24/7, regardless of your industry. To learn more about our services and to get a quote for your specific business needs, call 1 (800) 278-3347.

Category: Blog

Why a HIPAA Compliant Answering Service is Important