Welcome to our blog! Here we share insider tips and tricks to successful call center managment. In over thirty years in the call center industry, we’ve learned a thing or two and found the best knowledge is that which is shared.
Please contact us if you’d like more information about any of the topics here, or would like more information on how we can support your call center needs.
Spending — and all the customer service work that goes with that — increases during the holidays. And typically, it grows year-over-year. Even amid economic uncertainties related to concerns over a potential trade war, holiday retail spending rose 2.9% in 2018 when compared to 2017. Retail organizations that field customer service or order calls must [...]
When you provide goods and services to other businesses, getting the word out and connecting with the right clients can be a challenge. This is especially true in niche industries, where the client base is highly specific. B2B outsourcing services offer a solution with potential benefits for organizations that can overcome the inherent challenges in [...]
Healthcare organizations must meet strict requirements when it comes to patient care, communications and the storage and handling of records. Many of those requirements carry over to your vendors, and ultimately, you're responsible for whether or not your call center vendors are upholding regulatory and compliance rules. That's true for healthcare outsourcing companies as well. [...]
If your call center is handling payment arrangements of any type on your behalf, that means they're probably dealing with credit (or debit) card data. Since 2004, PCI-DSS rules have required companies handling credit card information to do so with an abundance of security and caution. Here's what you need to know about PCI [...]
When Centers for Medicare and Medicaid Services (CMS) implemented the Five-Star Quality Rating System in October 2007, is intended to improve the quality of care and reinforce protection for beneficiaries. On a scale of one to five, these ratings measure how well a particular healthcare plan (payer) gives coverage to the members and meets [...]
Whether you're looking for a new call vendor that better meets your business needs or you're reaching out for assistance with a new service or process, asking the right questions can set you up for satisfaction down the line. Not all third-party vendors are created equal, and these five questions help you understand whether a [...]