Training Call Center Employees

Training Call Center Employees

Over the years, customer expectations have increased. Research suggests that over half of consumers expect to speak to a friendly agent. In fact, in many cases, a friendly demeanor is valued more than fast resolution or shorter hold time. This is why it’s important for any call center to have a well-structured and ongoing training for their employees.

Those that have been in the business for a long time continually impress their customers with the kind of training they provide for their employees. Many of these call answering companies use the following strategies to train their agents:

1. They provide clear documentation.
Successful call center companies have clear documentation, outlining clearly their objectives and procedures. They provide this documentation to new agents even before they start. In this way, agents know what’s expected, where, and how to find the information that they need.

2. They educate agents about their business.
By knowing what the business is all about, the products, core values, mission, and vision, agents are more prepared to interact with customers in a manner that’s consistent with the company’s culture.

3. They bring their top-performing agents to training.
To inspire new agents, these call centers bring their top-performing agents to training. These agents can provide tips to the new employees, setting their bar higher and inspiring them to do great in their job.

4. They explain their role in building customer relationships.
There’s nothing more frustrating for a newly-hired than having a lack of direction. Successful call centers prevent this from happening by educating their new agents their role in building customer relationships. By letting new agents know how the quality of their service can impact customer relations, they can be more motivated to provide topnotch service.

5. They show agents how to find answers to their questions.
Shorter hold time is always desirable in a call center business. Hence, those in this industry for so long understand how valuable it is to show agents how to find answers to their questions. In this way, customers won’t end up frustrated from waiting too long or from dealing with an agent who doesn’t seem to know how to address their concerns.

Contact One is a company dedicated to providing businesses with high-quality and reliable call answering services. Based in Tucson, Arizona, we take calls 24/7.

What is Call Screening?

What is Call Screening?

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Call screening is the process of evaluating a telephone call and deciding how or whether to answer it. There are different methods of doing it. It can be through listening to the message being recorded in a voice mail or answering machine, checking the caller ID to find out who the caller is or where the call is coming from, checking the date and time the call is received, or prescreening callers through a request line.

How Does Call Screening Work?

If you wanted to apply call screening in your company, you first need to determine the numbers or extensions you wish to add the call screening rules.
Once the selection is done, you need to determine how these calls from the group of screened numbers are handled. Would you like these calls to ring to voicemail, transfer to another number, or reject it?
You can also schedule when the call screening rule to be active. Scheduling can be helpful when you’re dealing with calls that need to be forwarded at specific times of the day such as calls from your VIP clients.

Benefits of Call Screening

Call screening can benefit your company and your customers. Below are some of the things you can achieve with call screening:

•Block Unwanted Callers
Your business has more than enough to worry and SPAM callers and pesky telemarketers should not be one of them. This is one area that call screening can benefit your business. It can help you block unwanted callers so you can focus on more important aspects of your business.

•Improve Customer Satisfaction
By having call screening, you can ensure that your clients’ needs and concerns are addressed. You can create rules to route your clients’ calls to a dedicated agent or extension, depending on their needs.

•Take Calls While Managing Other Business
With call screening, you can send a call to a voicemail or set up a rule with time-specific settings. In this way, you can still take calls even when you’re in a meeting or working with a customer.

Contact One in Tucson offers virtual receptionist services that include call screening. Our agents are trained to answer basic customer inquiries, so you can focus on growing your business while we focus on taking calls.
Call 1-800-278-3347 to get a personalized quote, and learn more about how Contact One can help take your customer service to the next level.

The Role of a Virtual Receptionist

The Role of a Virtual Receptionist

Blog/ Receptionist Services

A virtual receptionist is a person employed to answer phone calls and manage with clients or customer concerns. The term “virtual” is used because the receptionist works remotely, either from the answering service provider’s office, or from the comfort of their own home. Although they work remotely, virtual receptionists are specially trained to handle client phone calls efficiently and professionally.
How do they work?
Calls from the clients are routed to the line of the virtual receptionist who answers the call before the third ring. They use a customized greeting, as approved by the client. Depending on client business needs, a virtual receptionist can provide basic customer service by taking messages, forwarding them to the correct person, and scheduling appointments.
Benefits of Hiring a Virtual Receptionist

• Your calls are answered promptly.
Running a business is tough. It can be challenging to do everything that is necessary to keep the business afloat, while also taking on the task of providing customer service. Hiring a virtual receptionist can help ensure your calls are promptly answered and that customer needs are addressed while you’re managing other areas of business.

• Your calls are answered even if you’re out.
If you’re out in your office and calls are unanswered, it won’t convey a positive professional image of you or your business. A virtual receptionist can take and handle your calls professionally while you’re out, making sure that your customers concerns are addressed even if you’re not in the office.

• Your calls are answered even when you’re closed.
Having a virtual receptionist can keep your business going 24/7 without having you or your employee work in your office 24/7. Your receptionist can take calls from your customers in evenings, weekends, and even on holidays.
With Contact One, your phone is always answered by a friendly, knowledgeable person, whether you take the call or we do.
Wondering if we can help grow your business through our professional phone answering services? You can call us 24/7 at 1-800-278-3347.

Benefits of a Call Center for Medical Clients

Benefits of a Call Center for Medical Clients

Blog/ Medical Answering Service

Customer service is important in all industries, but it is especially crucial in the healthcare industry. This is because the healthcare industry deals with the most critical concern of all – a person’s life. For this reason, patients demand superior care and communication with healthcare providers, and sometimes this demand goes beyond the clinic and regular operating hours.

Why Should Your Medical Company Use a Call Center?

Make Healthcare Practitioners More Efficient
It would be impossible for healthcare practitioners to do their job well, while also taking daily phone calls from patients. Call centers can be a big help in the medical arena because they are able to provide needed assistance while doctors, nurses, and other healthcare practitioners can focus on saving lives and improving the health of their patients.
Improve Patient Satisfaction
The constant demands of the profession make it challenging for healthcare practitioners to answer calls from the patients promptly. This can yield negative feedback about the practitioner or the medical facility itself. Outsourcing calls to a reliable call center can improve patient satisfaction, because representatives can provide quick, accurate, and personal attention to the needs of the patients.
Deliver Quality Service in a Cost-Effective Way
Hiring and training new employees to do what a call center can do costs more time, money, and resources. A reliable call center trained in medical answering has established systems and processes to get the needed work done. Utilizing the services of a call center is a more cost-effective way to delivering top quality customer service to patients.
Ensure Proper Compliance with Regulations and Standards
The healthcare industry has a set of regulations and standards. Call centers trained in medical answering services know these regulations and standards. They operate following a strict protocol in order to comply with these.

Contact One call center is based in Tucson, Arizona. We take calls from different industries, including the healthcare industry. Give us a call at 1-800-278-3347 to see how we can help meet your patient’s needs today.

Tips for Good Phone Manners

Tips for Good Phone Manners

Blog/ Customer Service

For many industries, phones play an important part in their operations. They are used for contacting customers, vendors, or business associates. It also provides opportunities for clients or customers to contact the organization within its hours of operation. Because of this, it is necessary for any business, regardless of industry or size, to practice good phone manners.

The way a customer perceives a phone interaction with a company impacts the organization overall. Create a more positive business image by learning how to handle a phone conversation well. Below are some telephone etiquette tips that can help keep you on track:

Answer and end the call with a positive greeting
When answering the phone, make sure to begin with a positive greeting such as “Good morning,” or something like, “Thank you for calling Julie’s Beauty Salon, how may I help you?” It also helps to use your name.
When finishing the call, wrap up with a summary of why the customer called and how the problem was solved. Verify that they have no further questions, and thank them for their time before politely saying goodbye. The customer should leave the call feeling satisfied that their questions were answered with care.
Speak clearly
When on the phone, speak in a clearly in a voice that is neither too soft nor too loud. Words should be properly enunciated and should be clear enough for the caller to understand what is being said.
Do not interrupt the caller while they are talking
It is rude to interrupt someone while they’re talking, whether in person or on the phone. Even if you feel you already have the answer to their question, let the caller finish before you interject.
Ask permission when putting a customer on hold
If the caller needs to be put on hold, ask for their permission and offer an option to leave a message. When returning to the call and taking the caller off of hold, thank them for their patience.
Explain the need for call transfer if it is necessary
If you say something with no explanation such as, “Let me transfer your call,” this may make a customer feel like you are putting them off onto someone else. If there is a need to transfer a call, politely inform the person on the other end of the call and explain why you’re doing so.

It takes time and proper resources to train employees to follow professional phone etiquette. Phone answering services can help you save time and money without compromising the quality of your calls.

We take calls in Contact One is an answering service company based in Tucson, Arizona. We are at your service 24/7. Call 1(800) 278-3347 to find out how we can help grow your business today.

Here’s the History of Call Centers

Here’s the History of Call Centers

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Call centers have been around in some form for about half a century, but they have changed to meet the demands of the times. They started making their way around the world just a few decades after they originated, and they have become an invaluable part of many modern businesses. Keep reading to learn about the history of call centers.

60s, 70s, and 80s

The first versions of call centers began springing up in the 1960s. It was during the latter part of the 1970s when they started to resemble the answering services we know and use today, and they continued to develop throughout the 80s. Long distance calling and toll-free numbers became more popular during this time, and the increase in telephone traffic led to an increase in call centers.

Expansion and the 90s

Once people started recognizing the benefits of call centers, this service began to expand around the world. Since people had also begun calling businesses with everyday inquiries at this point, the value of a call center became more and more clear. As technology continued to advance, call centers adjusted with the times.

Modern Call Centers

Today’s call centers and answering services are as high-tech and versatile as they can be. There are now plenty of other ways to get information or set appointments, but many people still prefer using the phone. If you are often worried about missing a call and the sale that could have come out of it, it is probably time to work with a call center. They take some of the load off employees’ shoulders while making sure customers get the service they are looking for.

See what modern call centers are like by reaching out to Contact One. Our call center takes care of your calls when you can’t get to them yourself, and we serve clients across the country. Give us a call at 1 (800) 278-3347 to see how we can help you.

Learn the Dos and Don’ts of Hiring a Medical Answering Service

Learn the Dos and Don’ts of Hiring a Medical Answering Service

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Leaving your patients hanging isn’t a good look, and a medical answering service can make sure you never have to. If you want to reap the benefits, first you should find the right company to work with. Find an answering service that’s available around the clock and will keep you HIPAA-compliant, and take your time when you look through your options. Read on and see how you can hire the best medical answering service.

DO Ask About Availability

The point of hiring an answering service of any kind is to acknowledge calls that you would otherwise miss. To catch the calls that come into your practice after hours, you need a medical answering service that is available around the clock. This way you can rest assured that you’ll never miss a call, so you’ll never leave patients stranded during their time of need.

DON’T Rush the Decision

If you’ve just realized how an answering service can help you, don’t rush out and hire a company just to get the process started. Some medical answering services can do much more for you than others can, and you should have some idea of what the business is like before you make a commitment. Don’t hire a company because they have low rates, and don’t hire anyone until you understand the full scope of their services.

DO Make Sure You’re HIPAA-Compliant

Owning a business makes you the boss, but you probably still have someone to answer to. Your practice needs to be HIPAA-compliant, and your medical answering service needs to understand the importance of that. Only work with a company that already understands how to help you comply with local and federal regulations.

Our crew at Contact One is known for its reliability, so call 1 (800) 278-3347 if you think you could benefit from a medical answering service in Tucson, AZ. Our website offers an overview of our disaster preparedness, secure messaging, and customer service solutions.

Why Use an Answering Service?

Why Use an Answering Service?

Answering Service / Call Center Support/ Blog

An answering service can benefit your business no matter what industry you specialize in.

Answering service companies like Contact One can take your calls in place of a receptionist, handle calls from your customers after hours, and handle call overflow during your company’s peak hours. Hiring a call answering service like this is a good investment for a few of the following reasons:

An answering service can help you gain new customers and keep existing ones.
If your existing and prospective customers encounter a busy line or when their calls go unanswered, they are more likely to move on to a competitor. Not only that, but a dissatisfied customer may share their negative experience with other people, which could translate to a bigger loss for your company.
An answering service elevates your brand.
Telephone service representatives at Contact One are trained in the art of phone communication. They are also provided with specific client information and protocols. Because of this, an answering service can ensure that calls from your customers inquiring about your product or service are handled professionally.
An answering service can save your time.
An answering service can free up your employees time from answering and returning phone calls. The time it saves can help your staff focus on addressing immediate customer needs and growing your business.
An answering service is a cost-effective solution for your business.
Having an answering service can help you save money. It improves the quality of your company’s customer service without hiring new staff and paying for additional phone lines. The cost for an answering service is just a fraction of what you would pay for a new employee and other related costs such as employee training and taxes.
An answering service is available 24/7.
Depending on your industry, a nine-to-five coverage may not be enough. When you outsource your calls to a call center, your calls will be answered and addressed appropriately 24 hours a day, 7 days a week. No missed calls would mean better customer satisfaction.

Contact One provides professional, 24-hour answering services. We can customize our services to meet the needs of your business. Contact us today to learn how our services can help grow your company.

What Are Your Must-Haves When Starting a New Business?

What Are Your Must-Haves When Starting a New Business?

Blog/ Small Business

If you are contemplating starting your own business, you will need to plan out your strategy carefully. From writing up a business plan to hiring an answering service to take your calls, there are many aspects that must be in place before you can open your doors. To help you prepare for your upcoming business ventures, here is a look at some must-haves for all new business owners.

Financial Resources

In order for your new business to succeed, you will need to make sure that you have enough financial resources. Initial capital is required to rent your facilities, purchase equipment, and pay your staff. If you do not personally have the funding that is required to start your business, consider seeking out investments from firms and private individuals.

Proper Marketing

To ensure that your business is successful in its first year, you will need to attract customers. Marketing is critical for spreading awareness of your brand and building a dedicated clientele. When you are creating your marketing strategy, consider both conventional advertisements and digital marketing techniques. Social media, blogging, and SEO can all be used to drum up interest in your brand.

Live Call Answering

Once you have opened your doors for business, it is very important to make sure that you are committed to the satisfaction of your customers. Rather than attempting to answer phone calls on your own, you can hire a call answering service to assist you with this essential task. Your call center team will have the training needed to correctly address the needs of all of your customers.

At Contact One, our answering service in Tucson will be thrilled to help you with your new business. We offer call answering and customer service, and our friendly staff will serve as a terrific face for your brand. To learn more about the benefits of hiring us to answer your calls, give our offices a call at (800) 278-3347.

Myths About HIPAA: Why You Need a Qualified Medical Answering Service

Myths About HIPAA: Why You Need a Qualified Medical Answering Service

Blog/ Medical Answering Service

The Health Insurance Portability and Accountability Act, or HIPAA, was passed so that patients could rest assured that their medical records remained confidential. If you work in a medical office or hospital, HIPAA regulations require that you provide your patients with secure messaging and phone services. If you are unclear on how HIPAA affects your relationship with your patients, read on to separate the myths from the facts about this act.

Myth: HIPAA blocks family members from receiving information.

A common myth about HIPAA is that this act prevents immediate family members from receiving information about their loved ones. The truth is that HIPAA provides patients with privacy and rights, without restricting information amongst families. If a patient consents to having his or her information shared, the doctor is free to speak with relatives.

Myth: HIPAA is more restrictive regarding mental health.

People of all ages and walks of life can suffer from mental health issues. Some patients worry that HIPAA provides additional restrictions regarding the sharing of mental health information. The fact is that HIPAA regulations apply nearly uniformly to both mental and physical health issues. Mental and physical health information are both protected under the law.

Myth: HIPAA places unfair restrictions on doctors.

Doctors are required by law to follow HIPAA guidelines. Some medical professionals worry, however, that HIPAA regulations are too restrictive. While HIPAA does protect patient privacy, doctors do have some leeway in reporting threats or immediate dangers. Overall, HIPAA ensures that health care is safe and confidential for all patients.

If you need help negotiating the ins and outs of HIPAA, get in touch with the team at Contact One. Our medical answering service near Tucson will help you to make sure that all of your patient communications follow federal laws and guidelines. Give us a call at (800) 278-3347 to learn more about how our secure messaging services can benefit your medical offices.

Category: Blog

Training Call Center Employees