It all sounds pretty logical, but obviously the hardest part isn’t getting these clients to that stage in the lifecycle, but acquiring them in the first place.

Consumers search the Internet for everything from real estate to dog groomers to call center services. But if they need to reach out and connect with a representative of a company to perhaps discuss personal matters with a divorce attorney or to get more information about a new product line and they receive a busy signal or voicemail…they will most likely move on to the next resource.

That’s because a list of your competitors is probably endless; if you Google a search term like Tampa Attorneys for example, Google will return 1.3 million results.

Potential clients need instant gratification while potential providers of goods and services need to be accessible. It’s a 24×7 world. And loyalty doesn’t kick in until you have impressed the heck out of a client over a period of time.

So how do you differentiate yourself in a search engine optimized world? Answer the phone!

Can you afford to miss even one or two calls? Outsourced 3rd shift customer service can keep your business open 24/7. No more announcing to the world “We’re Closed.”

By outsourcing your third shift customer service:

• Customers have immediate access to a real person
• You have the ability to make sales 24 hours a day
• You can provide customer service, answer questions, give product information, provide assistance or instruction , offer first level help desk function or dealer location information
• You eliminate the cost and hassle of managing an in-house night shift
• You have peace of mind knowing that urgent calls are being handled immediately, per your instructions.

The ability to be there for your customer around the clock can be a huge differentiator between you and your competition. Your company can easily achieve that advantage with the right outsourcing partner.

1. Operator Time Rate (per minute): You pay for the amount of time that operators are on the phone talking with your callers, or otherwise working on your behalf. In some way, all rate plans include operator usage as a determining factor in cost because operator wages are generally the single largest cost component of live service.

2. Flat Rate: You pay a fixed amount per cycle, regardless of how many calls or how much operator time is involved. Not all services offer flat-rate billing due to the amount of administrative overhead involved in re-negotiating rates based on operator usage trends.  This method of pricing encourages the answering service or contact center to get clients off the phone as quickly as possible.  Customer service quality often suffers as a result.

3. Per-call Rate: You pay per call, regardless of how much operator time is involved. “Behind the scenes”, the true cost of operator time is a major influence in determining the per-call rate for a particular client.  Per-call rates can create an incentive to rush your callers off the phone as quickly as possible.

4. Unit Billing: Price is based on the number of inbound or outbound calls, messages taken, e-mails sent, calls patched, or other discrete units of service. See note above about how this rate is influenced largely by operator time.

5. Patch Time Rate (per minute):  Patching is a live call transfer.  An operator places a caller on hold, calls out to a client team member, and connectes the calls together for a conversation.  This rate is usually lower than the live operator rate, since the patched call involves use of telephone resources but does not incur operator costs once connected.

6. Ancillary charges: Optional features can involve extra charges. Examples include use of tools for appointment scheduling, tracking on-call schedules, and pass-through charges for long distance or inbound toll-free service.

7. Monthly vs. Four-Week Billing: Invoicing is usually done either by calendar month or by four-week period. There are 13 four-week periods in one year. Four-week invoicing generally yields more consistent invoice amounts since the same number of days are in each period, whereas months vary in length.

8. Setup fees: Gathering all the information and setting up a complex account can be quite an undertaking, and a smooth implementation depends on it being done right. Most services charge a fee for this process, based on account complexity, so that they can afford to focus their senior staff on this crucial one-time step.

It’s important to realize that operator time is a primary component in any live operator service plan, regardless of how it is presented on an invoice. Quality service depends on hiring, training, and retaining qualified employees who must be compensated accordingly. Often, you get what you pay for in terms of quality.

We’re happy to answer any questions you may have.  Have you heard of any other types of answering service or contact center pricing?

Photo credit:  Flickr Creative Commons, user Squeaky Marmot.

How can you protect yourself? To avoid being in violation, be sure that you know the messages you receive are sent in a secure fashion. This includes messages from your office, your answering service, your hospital, or any other entities that would include PHI in a message sent to you.

 THE 9 QUESTIONS TO ASK WHEN SHOPPING FOR A HIPAA-COMPLIANT SOLUTION

1. How easy is the solution for me to use?
2. Does it require any special smart phone?
3. What will happen if I don’t receive a message?
4. Do I have to log in to get each message?
5. Are my messages stored if I need them later?
6. Will I pay more for this secure messaging?
7. Do I need special equipment or software for my phone or office?
8. Is there a limit to the size of my text message?
9. Is it possible to have special handling for urgent messages?

Fortunately, today’s technology offers solutions that provide security along with other benefits.  These mobile message solutions can operate securely over the internet and on mobile smart phones using the same technology that allows for secure online shopping and banking.

An expanded version of these questions, including more detailed considerations, is available at HIPAA Text Messaging.

Photo credit:  Flickr Creative Commons, user Orin Zebest.

There are tons of applications that get messages across; we use them ourselves. But no matter how sophisticated modern communication becomes, the one mainstay is manners. It’s the only thing that is “traditional” about our Clearwater answering services company.

We’ve actually merged the best of both worlds — customized call routing designed with technologically advanced software in association with the warmth and professionalism of an actual person.

We just don’t see telephone etiquette and the human touch really going out of style:

• Have you ever gotten all the way to “Press 9 for all other questions” only to reach another sub-menu — only to be disconnected?
• Have you ever called for more information and just keep getting voicemail?
• Have you ever dialed a customer support number and felt like you were being rushed off the phone when you still had a few more questions?
• Have you ever yelled “Representative!”  to a machine that apologized for not “recognizing your request”?

We’re in the business of keeping the human side of your business in operation. We’d hate your clients to be subjected to any of the above. We hate it when we’re the person who has to talk to a phone system that lacks empathy, genuine support, and intuition.

It may sound old-fashioned, but we like people.

Since a crisis can’t be handled by a voicemail system and waiting until regular business hours is not always an option; a legal call center service can be on the front line for your law practice to take emergency calls in the middle of the night.

An Attorney Call Center service:

• Provides personal attention on behalf of your firm
• Makes the critical first impression
• Exhibits professionalism because your firm cares enough to address out of hours coverage
• Is much more reliable than routing your main number to a cell phone at 5 PM

For medical crises, people can dial 911; but the only option for time sensitive legal issues is a legal answering service that will connect professionals to their clients.

An attorney call center service is a tremendous asset to any law office; but these services also prove themselves invaluable in the event of storms or natural disasters that impact normal business operations.

Most law firms provide their employees with remote access so they can work from home when they have no means of getting to the office.

But legal call center services can:

• Support your inbound call traffic
• Advise your clients of alternate meeting locations
• Serve as a disaster alert hotline

…so your employees know whether they should brave the elements or prepare for a company-wide conference call.

Today’s sophisticated legal call centers can design applications customized for any scenario, including holiday and vacation coverage.

With this brand of support you can literally maintain a 24/7 operation; a law office where your client calls are always answered and your employees are kept informed and safe.

Smart phones fuel the velocity required to keep up with a world that spins faster every day. While being consistently accessible can border on intrusive, it goes with the territory for those in the medical, legal, and communications industries.

The real issue with technology in mission critical scenarios is the need to intelligently synchronize all these sleek messaging tools into one overall plan so as to connect the right resource with the right client at the right time.

Attorney call center solutions are an ideal example as they provide a virtual hub designed to support the structure upon which the law firm is based. For example:

• A “round robin” design can be developed to deliver messages and client detail to each attorney on a pre-determined rotation schedule
• Domestic and international time zones can be factored into multi-regional operations to alert the right people during their respective “regular business hours”
• A skills-based routing program can be constructed so specific client issues can be appropriately steered to anyone from a junior associate to the DUI specialists to the managing partner of the law firm
• Any combination of language specialties, areas of expertise, or geographic desirability can be developed into a profile so the caller speaks to the right person the first time

Technology can be a tremendous source of frustration (like when voice recognition software doesn’t understand you and directs you to the wrong department!); but a true master plan built around a legal call center service will effectively match the professional with the client.

Loyalty is earned. Every business owner knows that if you provide excellent service at reasonable prices and put your clients’ needs first, you have a pretty good shot at the coveted customer for life. And it is of course these core clients who become your sphere of influence: your advocates, the perfect referral-producing machine.

It all sounds pretty logical, but obviously the hardest part isn’t getting these clients to that stage in the lifecycle, but acquiring them in the first place.

Consumers search the Internet for everything from real estate to dog groomers to call center services. But if they need to reach out and connect with a representative of a company to perhaps discuss personal matters with a divorce attorney or to get more information about a new product line and they receive a busy signal or voicemail…they will most likely move on to the next resource.

That’s because a list of your competitors is probably endless; if you Google a search term like Tampa Attorneys for example, Google will return 1.3 million results.

Potential clients need instant gratification while potential providers of goods and services need to be accessible. It’s a 24×7 world. And loyalty doesn’t kick in until you have impressed the heck out of a client over a period of time.

So how do you differentiate yourself in a search engine optimized world? Answer the phone!

Multiple Locations, One Answering Service

Many health care organizations such as Hospitalists, Home Health Care Providers, and Medical Group Practices have multiple locations throughout a region, a state or throughout the United States. Multi-branched organizations can realize benefits by consolidating call center services with a single provider.

Consider the following five advantages of using one contact center as opposed to multiple call centers:

1. Centralized training of the staff achieves consistency and helps control cost.
2. Quality control is more easily monitored with a single point of contact.
3. Your branding is consistent with a well-written unified message.
4. Enterprise analytics from one source can provide data necessary to forecast company trends and measure performance by area.
5. HIPAA compliance is easier to achieve and verify with a single vendor.

While I never recommend choosing your service provider solely on the basis of price, a cost analysis is relatively easy, albeit time consuming.  Costs can be based on number of calls, minutes of talk time, number of messages, and other factors that vary by vendor.  Less easy to measure but critical to the success of your business is the warmth and professionalism felt by your callers.  Consistency in these areas is often easier to achive with a single provider.

Consolidation can help achieve cost savings due to economy of scale.  A client who generates a large call volume is often able to obtain more favorable pricing. 

Can consolidating your call center services help your organization?  Post your comments or ideas below!

How hard can it be to answer the telephone?

I recently spoke with a woman who practices Medicine.  She expressed a fear of utilizing a telephone answering service or a call center. She heard nightmares about contact agents being rude or having little knowledge of products or services. She feared they would not have the right answers for her clients.

Over the years I have heard statements like this and more. Whether you practice Medicine, or have a product or service to offer consumers, the secret to a great telephone answering solution is training and education.

Professional contact centers know that in order to create a solid extension of your office the client must provide information and training for the answering service staff.  Executing a complex protocol is done effectively when all of the right components come together in a classroom setting.

Hiring and retaining professional, well-educated staff at the call center is another key component. After all they are the front line spokesperson that presents the first impression of your products, services, and your company as a branded image. If you want to outsource your help desk, are in need of professional messaging services, or need someone to take customer orders, here are a few things to look for in the selection process.

• Look for a company that can provide more than cookie cutter solutions and are sincerely interested in meeting your company’s objectives.

• Seek companies that are capable of designing electronic solutions and have integration capabilities.

• Demand unwavering customer support.  Contact centers with experience know that partners do more than just follow protocol; they are consistently looking for ways to make your business run smoother and more profitably.

• Treat your answering service partners as an extended family or office member. Stay in touch, supplying them with a steady stream of information regarding changes, growth, and marketing strategies.

• A credible call center or telephone answering service will retain high-quality staff with minimal turnover.

As you consider these points in your selection process, we hope you’ll explore our award-winning service.

Keep it Short
In every instance the greeting should be short, easy to read, and flow naturally. Callers are listening only to verify that they’ve reached the correct number and are annoyed by long greetings.

After the initial greeting, the call handling process can be as brief or as complex as you need it to be.

Gather Basic Information First
Simple messaging techniques include gathering basic information such as the caller’s name, address, contact information and the reason for the call.

Do Not Sound Like a Recording
Message scripting doesn’t need to feed the agent line-for-line verbiage but a guide to specific questions may be necessary to create an algorithmic flow of information.

Be Specific
Some clients require a strict protocol. More complex scripting distinguishes between required and non-required fields.  Specify which information you need versus information you would like to have. Message scripting can handle complex math formulas, date and time functions, apply discounts, etc. Requiring less information makes the experience pleasant for callers.

Define the Outcome
Design your script so that it leads to action. Ask yourself: do you want to book an appointment, make a sale, or simply respond to a phone call from your office. If you are a medical provider, define your emergencies clearly so that the call center agents can respond appropriately.

Close with a Smile
Include “please” and “thank you” throughout your script. Reassure your client that the call will be responded to in a timely manner. For example, “Thank you, sir. Bob will return your call within an hour.”

Keep these tips in mind as you work with your call center to design your call script. For more information about how call centers work, see this page on our website.

photo: flicker user matsuyuki

Professional Call Centers incorporate a robust training program and on-going coaching that ensures the following key performance indicators are securely in place. Grade your call center or in-house telephone customer service on a scale of 1-10 and measure the “WOW FACTOR” as defined by the following criteria:

Attitude

• The caller is greeted with enthusiasm and a positive attitude.
• The agent sounds interested, pleasant, and helpful.
• The agent states his/her name.
• The entire answer phrase is articulated clearly without rushing.

Timeliness

• The call is answered in three rings (18 seconds) or less.
• Hold time, if any, is minimal.

Manners

• Phrases such as “please” and “thank you” are used appropriately.
• If the caller is put on hold, they are asked permission first.
• A polite return from hold is spoken.

Call Control

• The caller is guided throughout the call with appropriate questions.
• Awkward pauses or silences are avoided

Grammar

• Proper business phrasing is used throughout the call.
• Slang is not acceptable (e.g, “Yup”, “Nope”, “Okey Dokey”, “All righty”, “Ain’t”).

Knowledge / Confidence

• Agent sounds knowledgeable about the business, products, and services.
• The call flows smoothly

Quality

• Agent enunciates clearly, does not mumble and speaks at an appropriate pace and volume.
• Agent confirms the correct spelling of the caller’s name.
• Agent confirms the caller’s contact information.
• Agent advises the caller about how the message will be handled.
• Agent reassures the caller by advising what will be done.
• Agent sounds engaged with the caller (i.e., compassionate, concerned, and interested).

Does your call center or in-house telephone customer service measure up to these standards? We do.

But we are also fortunate to assist in other altruistic pursuits. Twenty years ago, UPS employee Ernie Coney became one of the founding members of the Friends of the James Weldon Johnson Library. He has since won many accolades for his community service including the President’s Volunteer Service Award in April of 2010 and the James E. Casey Community Service Award from UPS in February 2010 in support of the library’s literacy program. 

Ernie came to Answer Excellence when The Friends of the James Weldon Johnson Library needed professional call answering assistance. The library’s remedial reading project required a way to connect the project volunteers and the parents of the children being tutored. 

We are fortunate to have received many client testimonials over the years, but when Ernie told us that Answer Excellence was the perfect conduit because of our warm and welcoming call center agents, we assembled our resources and handled the specifics of his custom call center application. 

As Ernie and the Friends of the James Weldon Johnson Library continue to work tirelessly in these efforts and to cultivate interest in the library, we continue to proudly stand in support of everything they are doing for these children.