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What You Should Demand From A Call Center Serving All Fields Of The Health Industry . . . 
Focus on Health: The call center should accept programs ONLY
relating to health industry fields – whether its vitamins or fitness products, doctors or managed care, health books or pharmaceuticals, or health and beauty aids – this ensures that the agents will be familiar with callers’ needs, the specific field and terminology. Voice, data, storage and back-up systems MUST now comply with HIPAA regulations to ensure your protection.
Fully-trained Call Center Agents: All agents must speak English proficiently; and, foreign language speaking agents should be available when needed. Agents must be friendly and care about your program and your callers so it seems like you’re really handling the call.
All new client programs go through a two tier training
process - train the trainer and then training for each
agent working on the account – in addition to regular on-going training.
Good Management & Supervision Of Call Center Agents: All calls should be recorded and monitored by upper level management to ensure quality. EVERY PROGRAM should have an account manager who supervises the account, modifies the program when necessary, and is held accountable for the results of the program. An “Escalation Hierarchy” must be in place so that you have access to Senior Management
if problems arise.
Quick Pick-up Time And Low Abandonment Rate: The facility MUST be adequately staffed 24/7/365 and employ sufficient programming staff so that calls are answered on average in 3 rings or less. Also, incoming calls should be dropped or abandoned less than 3% of the time.
 No Downtime: The call center should have the latest technology, back-up systems, disaster recovery systems, contingency power sources and utility providers to enable it to stay up and running at least 99.5% of the time. If service goes down, you or your clients lose money. |
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