ChaseData Call Center Software Blog

Healthcare Call Centers - Ensuring Consumer Privacy

Posted by Ahmed Macklai on Oct 27, 2019 7:30:00 AM

With open enrollment on the horizon, business is soon to be booming for healthcare call centers. Whether it’s questions about coverage or concerns about care, these healthcare call centers are always very busy in the year’s final months - and always highly concerned about protecting the privacy of their callers.

Unlike the average call center - where consumer data security is already of critical importance - healthcare call centers have additional concerns to address. The type of information that they handle is incredibly sensitive; consumers call with their most private details and have to hand them over to representatives they don’t know. To foster trust and help set your callers’ minds at ease this fall, it’s important to put a premium on consumer privacy - and here are a few ways to do exactly that:

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Topics: Call Center Management

A ‘Handful’ of Tips for Reducing Handling Time

Posted by Ahmed Macklai on Oct 26, 2019 7:30:00 AM

When it comes to finding ways to make your contact center more productive and efficient, few things have a bigger impact than the AHT - or average handling time - of your interactions with consumers. Whether you are making calls or accepting them, the length of time you spend with each client or customer on the phone and directly before and after can majorly impact many other metrics - as well as influence the overall success of your facility in delivering a great customer experience.

Here, we’ll ‘hand’ you a list of tips to help you with reducing handling time. Some of them might surprise you - but perhaps not as much as their potential impact will!

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Topics: Call Center Management

After They Buy - What to Know About Post-Purchase Customer Experience

Posted by Ahmed Macklai on Oct 25, 2019 7:30:00 AM

When you think about customer experience, your ideas for improvement most likely center around the part of the process that involves directly serving your consumer. Whether it is selling a product or rendering a service, this is the bread and butter of most business operations, so it is where they put their focus in terms of creating a great experience for consumers. However, a successful business owner would be remiss not to also focus on the post-purchase customer experience.

What is so important about your customer’s experience after they’ve bought your product? Why should you continue to deliver customer service, even after they have left your building or completed their checkout process? As you’ll soon learn, this kind of follow-up can show your consumer that you value more than just their money - and get them to spend that money with your business time and time again.

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Topics: Call Center Management

Give Your Call Center Workforce Management a Tune-Up

Posted by Ahmed Macklai on Oct 24, 2019 7:30:00 AM

The agents that fill the seats at your contact center are the lifeblood of your operation. Without them, your company could not function.

However, just because they are vitally important does not mean you should let your agents dictate every aspect of their workdays. Rather, top-performing call center agents are those who receive proper direction, instruction, and correction when necessary. All of this comes from proper workforce management.

Here, we’ll show you what great workforce management looks like, what it can do for your center, and how to get it if you feel like it is something your facility lacks. By the time you finish reading this, you’ll be ready to properly manage your staff - and be ready to guide your employees to greatness!

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Topics: Call Center Management

Gearing up for healthcare enrollment center phone calls

Posted by Ahmed Macklai on Oct 23, 2019 7:30:00 AM

When did your contact center begin preparing for healthcare enrollment center phone calls?

If your facility is like most that serve consumers by connecting them to insurance resources and assisting them in securing coverage, your answer might be that you began preparing long before the season was even on the horizon. Perhaps you even began thinking about this year’s open enrollment as soon as last year’s concluded! It makes sense, given that the season is the busiest for the insurance customer service industry - and also the most important.

Beginning November 1st, a massive upswing in call volume will coincide with the opening of the insurance market for enrollment. As people seek insurance coverage and browse options for the coming year, they will undoubtedly have questions - and need those questions answered. The huge jump in call volume has been known to crash computers, occupy phone lines for hours, and frustrate agents and consumers alike year after year.

If you don’t want your center to be part of those statistics, it pays to be prepared - and to do so early. Here’s more of what you need to know about getting your call center ready for healthcare enrollment center phone calls this year:

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Topics: Call Center Management

How and Why to Make Friends with Your Call Center Prospects

Posted by Ahmed Macklai on Oct 22, 2019 7:30:00 AM

For those working at an outbound call center, the idea of connecting on a personal level with the people you contact might seem foreign. So many contact center employees are taught to make quick connections and quicker sales, keeping things moving at a blinding pace. They are instructed to rely on scripting and ideal timetables to meet their metrics every day. The pressure from these rules results in the stiff tone that telemarketers and debt collectors are known - and loathed - for.

Don’t let this happen to your center! Learn the value of taking a few extra seconds per call to invest in relationship building between agents and call center prospects. Give your clients and customers a reason to trust you before you make your pitch. Make friends with your prospects.

After all, just because you’re technically cold-calling your call center prospects doesn’t mean your conversations have to be cold!

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Topics: Call Center Management

Don’t Let Customer Satisfaction Levels Fall This Autumn

Posted by Ahmed Macklai on Oct 21, 2019 7:30:00 AM

As summer simmers down and makes way for autumn’s cozier climes, it is easy to become complacent in the things we do every day. This is why many people gain weight in the fall and during the holiday season, since things like diets and exercise regimens fall by the wayside in favor of comfort.

It is easy, too, to forget to focus on things at work. Many companies experience a dip in business during the weeks that slide from summer into fall. Relief typically comes in the form of holiday sales, but for some companies, this is too little, too late.

Don’t want to be one of these companies? As a customer service agency, you certainly aren’t immune to it. Here are a few tips and tricks to avoid joining the ranks of the autumnal slump - all while keeping your customers comfortable and satisfied this season.

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Topics: Call Center Management

Creating Consumer Feedback Surveys People Will Actually Take

Posted by Ahmed Macklai on Oct 16, 2019 7:30:00 AM

The benefits of consumer feedback surveys are well-documented in the contact center and customer service industries. What is less well-known is an approach for getting consumers to actually take those surveys and provide meaningful information.

Consumer feedback surveys are notorious for being disliked and written off as boring, unnecessary, or a waste of time by customers who are presented with them. Even when presented with incentives, people generally overlook these surveys. With that in mind, how are companies who rely on the information gleaned from them supposed to compile that data? What can be done to encourage consumers to actually participate in surveys rather than seeing them as an inconvenience?

Here are some tips from industry insiders on creating consumer feedback surveys that your customers and clients will actually want to take:

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Topics: Call Center Management, Call Center Operations

At-Home Training for Call Center Agents

Posted by Ahmed Macklai on Oct 14, 2019 7:30:00 AM

Training is one of the most important things a call center agent can do to improve their performance. Think of it as a formula for success in your contact center. No matter how long an agent has been working, there is always something new to learn and, therefore, new reasons to train.

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Topics: Call Center Management, Call Center Operations

Creating Super-Agents - The Power of the Individual in Your Call Center

Posted by Ahmed Macklai on Oct 11, 2019 7:30:00 AM

Even the best call center agents need a tune-up every now and then. Whether they need a training refresher course or support from management in meeting their goals, there are numerous ways you can assist your agents in smashing previous records and achieving more than they ever have before.

Think you already have a stellar team of call center agents? Perhaps. But here are a few secrets from industry insiders on how to take your team from good to super-agents!

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Topics: Call Center Management

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