Categories
Telephone Answering Service

The TAS Industry Helps People Communicate

Move beyond a Mindset of Answering Calls to Facilitating Interactions

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan, PhD

This year has been a challenging one no matter how we look at it. Our status quo as an industry—to whatever degree we ever had a status quo—has been shaken. Everything seems to have changed. Our response has been as it always has been, to adapt, to adjust, and to accelerate into a new tomorrow.

To do this, we re-examined our staffing, from hiring to training, from scheduling to supervising. We’ve sent people home to work, whether for the short-term or for the conceivable future. And we fine-tuned our sales and marketing efforts to redefine success in an unfamiliar environment where all the rules have changed. Coupled with this, of course, is morphing how we must manage our answering service and our staff in a way that’s consistent with these new ways of doing business.

It’s also an appropriate time to look at the why of telephone answering service.

It’s easy to think of ourselves as being in business to answer telephone calls for our clients. Though true, it’s also a limited perspective. A more insightful view is to think of ourselves as being in business to help people communicate. This may use the telephone, or it may tap other communication channels. Don’t lose sight of this. 

People today communicate through email, text messaging, and social media. They also increasingly visit websites to solve problems, place orders, and safely and securely connect. None of these involve the telephone, which is an essential and predominant channel in our industry and much of what we do.

Yet when we reimagine ourselves as facilitating interaction instead of just answering calls, we open a door to new possibilities. We then become a telephone answering service that processes emails, handles text messaging, and monitors social media for our clients. We’re connected to their websites for text chat and assisted browsing opportunities. And, yes, we also answer the telephone.

This is our future, and our future is here.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his book How to Start a Telephone Answering Service.

Categories
Healthcare Call Centers

Let Your Call Center Staff Know How Much You Appreciate Their Work

Now More Than Ever, Take Time to Say “Thank You”

By Peter Lyle DeHaan

Author Peter Lyle DeHaan, PhD

I’ve seldom been in a call center that wasn’t busy. Even the ones that weren’t quite as busy as others still had calls come in at a steady pace. And this was during normal times. What about the not normal times when things really get extra busy? Really busy? When call traffic spikes, agents committed to the work before them elevate their game to the next level. They shift into overdrive and handle more calls than they would do on a regularly busy day. 

But what happens when this spike of traffic isn’t so much of a spike but more of a sustained onslaught of incoming calls, such as what might occur in a medical call center during a pandemic? This isn’t a short-term situation, which will be better in a couple hours . . . or tomorrow . . . or next week. This is a new normal that pushes us and our staff to the breaking point and sometimes beyond.

Although there’s not much we can do to hold back the flood of calls coming in, we can let our staff know how much we appreciate their work. We can celebrate customer service distinction. We can recognize team members who serve patients with finesse. Take time to acknowledge their work and their dedication.

These simple gestures show telephone agents that their work is noticed and appreciated, providing benefits that don’t come from compensation alone. Unfortunately, when we’re in the middle of a crisis, we easily forget to take the time to honor our staff for the exceptional work they do. 

This need not take a lot of time nor require much preparation. Just catch your staff doing something right and praise them—publicly, if possible. This will motivate them and encourage others. When you do this be genuine. Make eye contact, state your appreciation, and thank them for their work. Then move on. Don’t belabor it. 

How long will this take? It might only require five seconds of your time. But the impact will last much longer.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News, covering the healthcare call center industry.