ChaseData Call Center Software Blog

Managing Healthcare Calls While Working From Home during COVID-19

Posted by Ahmed Macklai on May 13, 2020 7:00:00 AM

As the COVID-19 outbreak continues to unfold, many health insurance organizations are receiving much higher call volume than normal, with patients calling to ask how the organization is handling the COVID-19 outbreak. If you’re a health insurance organization dealing with COVID-19, you are likely receiving thousands or even tens of thousands of calls from patients inquiring about specific benefits and coverage policies as they pertain to telehealth services or home health visits during the outbreak.

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Topics: Call Center Management, Call Center Operations

How to Add Remote Call Center Agents to Your Team

Posted by Ahmed Macklai on May 6, 2020 7:00:00 AM

As the COVID-19 crisis continues, many call centers have gone remote. This is the perfect time to add more remote contract call center agents to your team. Virtually everyone is at home social distancing and this has caused a spike in call center volume worldwide. Callers are now calling instead of visiting physical locations due to COVID-19 shutdowns and more sales calls are being answered.

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Topics: Call Center Management, Call Center Operations

Quickly Setting Up Remote Call Centers

Posted by Ahmed Macklai on Apr 8, 2020 7:30:00 AM

If your business or organization is in the midst of a global pandemic like COVID-19, most of your call center employees will likely be working from home as result of government quarantining and other attempts at flatten the rate of infection curve. 

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Topics: Call Center Management, Call Center Operations

How Healthcare Uses ChaseData to Handle Higher COVID-19 Call Volume

Posted by Ahmed Macklai on Mar 30, 2020 7:30:00 AM

If you’re a health insurance company dealing with a global pandemic like COVID-19, you may be experiencing higher call volume to your call center at this time. There are likely to be thousands or even tens of thousands of people calling to ask about your company’s specific benefits and coverage policies, especially as they pertain to telehealth services or home health visits, during the coronavirus.

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Topics: Call Center Management, Call Center Operations

Disaster Recovery Plan for Your Call Center

Posted by Ahmed Macklai on Mar 18, 2020 7:30:00 AM

Whether you’re taking precautions due to pandemics like COVID-19 or natural disasters such as tornadoes, hurricanes and blizzards, it is crucial to have a thorough disaster recovery plan prepared for your call center.

Your facility could experience outages that last for weeks. During that time, your business could lose thousands of calls, amounting to tens of thousands of dollars in lost revenue. One hour of a power outage can cost businesses between hundreds of thousands or even millions of dollars in revenue.

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Topics: Call Center Operations

What You Need to Know About Call Recording Laws

Posted by Ahmed Macklai on Mar 12, 2020 7:30:00 AM

Call recording is an ideal solution for contact centers to improve both training approaches and customer satisfaction levels. It can be used to create training materials based on actual calls that have transpired in the center, as well as to train individual agents based on their own unique strengths and weaknesses. It can also help to create goals that can be used to improve overall agent performance and work toward improving the customer experience. These are just some of the reasons call recording is so widely employed in call centers around the world today.

However, there are laws that govern the use of recording technology. Understanding call recording laws and their place in the world of the call center will help you make your facility its best - all while staying well within the law.

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Topics: Call Center Management, Call Center Operations

What is Brand Experience in the Contact Center?

Posted by Ahmed Macklai on Mar 11, 2020 7:30:00 AM

Today’s most successful companies focus a lot on brand experience. This is a combination of user experience with brand-specific products and services, as well as the delivery on the brand promise. A brand promise is simply the way a company boasts that users will feel or experiences that they will have while using their products or enjoying their services.

Brand experience isn’t always something grandiose. When you hear the word “experience”, you may think of a custom-tailored approach to service, but sometimes a good experience is as simple as having your interaction with a company go quickly and smoothly. Sometimes, delivering on that kind of promise is more than enough to delight a consumer.

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Topics: Call Center Software, Call Center Operations

Preparing Your Call Center For Tax Time

Posted by Ahmed Macklai on Mar 9, 2020 7:30:00 AM

April fifteenth is just around the corner. Is your contact center ready?

This is the question on many minds of call center managers as they work toward readying their staff and their center for the often-dreaded tax deadline. This year, though, that deadline doesn’t have to spell doom - or even stress - for your center. Prepare your call center for tax time with these tips and be ready when Uncle Sam asks for their cut.

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Topics: Call Center Management, Call Center Operations

Coronavirus – Another Reason Why ChaseData Should Be Part of Your Disaster Recovery Strategy

Posted by Ahmed Macklai on Mar 9, 2020 12:30:00 AM

What happens when this virus hits those who work in densely populated facilities like your call center? Not only is it a public health hazard to continue operations as normal during these times, but it can also spell disaster if your company doesn’t have a workable disaster recovery strategy in place.

This year, your call center disaster recovery strategy may be more important than ever. In early 2020, a prolific virus known as the novel coronavirus - or COVID-19 - began spreading from its origin site in the Wuhan Province of China to other nearby areas. Travelers to China began carrying the virus elsewhere, and within two months’ time, it has come into the worldwide news as a pandemic threat.

Here, we’ll give you a few pointers for ensuring your center is prepared for any kind of disaster - including a worldwide viral outbreak - and how to keep it from impacting operations in your facility.

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Topics: Call Center Operations

The 80/20 Rule of a Solid Service Level

Posted by Ahmed Macklai on Mar 3, 2020 7:30:00 AM

What is the formula for a good call center service level? Many experts would argue that there isn’t one standard equation that fits every scenario, and they’re right; your facility is as unique as the agents who comprise your team and the consumers you serve. However, there is a formula that many successful centers use to create a successful plan for rendering service at their best possible level - and your center could likely make great use of it, too.

The 80/20 rule - breaking down to 80% of call or more being answered within 20 seconds or less - is a great start for building a successful call center. Why? Because consumers today want their concerns addressed quickly. If you’re shooting for a solid service level, there’s no better start than with the golden rule of 80/20. Here’s more about why:

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Topics: Call Center Operations