Think fast: what does your contact center do to welcome a new hire after the company and department orientations have ended? Because hiring employees with great potential is only the first step to staffing a contact center and lowering turnover. Really, after finding a qualified, talented individual, you want to make that person stay. Onboarding helps with that. Onboarding is developing an individual’s potential by making the agent feel valued from day one.
Continue readingIf you utilize the Ultimate Agent® program, you know that once you have an updated job description out in the world, the applicants come calling. Usually companies focus on the results of recruitment, turning those prospects into employees, but effective recruitment also includes the assessment and interview process.
Continue readingOur Ultimate Agent® program starts with figuring out the cost of your turnover. It’s a lot. DMG Consulting estimated that it costs approximately $5,000 to replace and train a new agent. That is money simply thrown away.
Continue readingThe thing is, our clients are busy. Time, energy, and resources get sucked up into the day-to-day responsibilities and operations. That’s when a strategic workshop can be helpful.
Continue readingLook, creating an overall strategy for this issue is a lot to take on. It’s a huge project, we know. But it’s so important to have a long-term vision, and taking steps now to excel at access and intake will improve an organization across the board.
Continue readingIf you’re a growing organization, you need a patient access and intake strategy, there’s no way about it. As hospitals and clinics merge and integrate into large health systems, it can be confusing for patients to know where and how to receive care. Before it gets too frustrating, start coordinating efforts to build a patient access and intake strategy across the entire enterprise.
Continue readingListening to the Voice of the Customer (VoC) can be difficult. As with any human interaction, it can be hard to understand what the customer is saying and actually wants to convey. But to be an effective contact center, you need to work hard at listening to the customer.
Continue readingRecently, we had the chance to listen to some calls at a client’s contact center. This client has a high percentage of positive responses from their post-call survey, and all of the calls we heard ended with the customers saying that yes, they were satisfied with the quality of their service that day. Still, we ended our listening session feeling a little disappointed. What was our problem?
Continue readingWhether you call them patients or customers, the people calling your contact center have a simple wish: to have their problems solved quickly and on the first try. Usually, first call resolutions require skilled agents who know how to navigate the system and quickly find answers for the callers. In order to get agents skilled enough to do this, you need to train them properly.
Continue readingWhen an agent leaves your contact center, you don’t only lose productivity while the seat is empty. Oh no. You also lose productivity the entire time it takes to train the new agent. Once training is done, you lose productivity while the new agent becomes acclimated. You lose productivity until the day the agent becomes competent in the new role. And how long does that take?
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